Counter Team Leader/interview Officer

3 days ago

London, United Kingdom Home Office Full time

**Details**:
**Reference number**:

- 275566**Salary**:

- £25,750 - £31,950- National: £25,750 - £27,650 London: £29,750- £31,950**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- HO - Visas and Immigration**Type of role**:

- Operational Delivery**Working pattern**:

- Full-time, Job share, Part-time**Number of jobs available**:

- 35Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Belfast Law Society House, Durham Freemans Reach, Glasgow HMPO Northgate, Liverpool 101 Old Hall Street, London Warehouse K, Newport HMPO Nexus House, Peterborough - HM Passport Office Quay HouseAbout the job

**Job summary**:
Passports, Citizenship and Civil Registration (PCCR) is a directorate of the Home Office, which incorporates His Majesty’s Passport Office (HM Passport Office), Citizenship services and the General Register Office (GRO) for England and Wales. It is a directorate of the Customer Services function in the Home Office. It is a customer focused organisation providing passports for British citizens, passport verification services, citizenship services and overseeing the delivery of civil registration in England and Wales. PCCR employs around 4,000 people across the UK. We aim to deliver uncompromising public protection whilst providing world class customer service via a modern digital business.

HM Passport Office and GRO are undergoing a period of transformation with an aspiration of further improving our customer service by becoming a modern digital business. It is an exciting time to work in a part of government that touches the lives of the vast majority of citizens.

**Job description**:
Interview Officers will conduct interviews and associated activities to authenticate the identity of passport applicants.

Please note that working on our counters requires alternate Saturday working. Please see further down below regarding working patterns and Saturday working.

**Further information**

Posts will be offered on Extended Working Hours (EWH). Working patterns vary at each location dependent on the needs of the business. Please note that you may also be required to work a different pattern whilst undergoing training which could be up to 3 months.

**Liverpool**
Various rotas covering Monday to Friday and alternate Saturdays, staff will be given specific details of their rota in advance.

**Peterborough**
37 hours per week full time, working alternate Saturdays. Hours vary but there will be 1 early start (07:45) and 1 Late Finish (17:45) each week. Every other Saturday 07:45 - 15:45

**Durham**
37 hours per week on a 2 week working pattern working Monday - Friday one week and Monday - Saturday the following week with a rest day included.
Hours worked will cover 08:00 - 17:00 Mon-Fri, 08:45-15:15 Saturday.

**Glasgow**
Various rotas covering Monday to Friday and alternate Saturdays, staff will be given specific details of their rota in advance. For example:

- Week 1 Tues - Fri
Week 2 Mon, Tues, Wed and Saturday
Week 3 Tues - Fri
Week 4 Mon, Thurs, Fri and Saturday

Weekdays 9.5 hrs (08:00-1800) Saturday 7.5 hrs (08:00 to 16:00)

**Belfast**
37 hours per week full time - Working various rotas covering Monday to Friday and alternate Saturdays. Hours of work are fixed each day starting from 9.00 to 17.00 Monday to Friday and 8:00 to 16:00 on Saturday. Staff will be given specific details of their rota in advance

**London**
Posts will be offered on Extended Working Hours (EWH) with a start time of either 7.30am or 8.30am, with the working pattern dependent on the needs of the business. EWH involves working a 37-hour week on a working pattern of 4 or 5 days, including every other Saturday. Hours are fixed each day. Further detail on rotas will be provided if you are successful.

**Newport**
Week 1 Tues - Fri
Week 2 Mon, Tues, Wed and Saturday
Week 3 Tues - Fri
Week 4 Mon, Thurs, Fri and Saturday

Weekdays 9.5 hrs (07.45 to 17.45) Saturday 7.5 hrs (07.45 to 15.45 pm)

You will be required to wear corporate wear.

Travel around the UK, with occasional overnight stays, may be necessary.

Due to budgetary constraints, Excess Fares Allowance (EFA) will **not **be available for this role.

You may be required to undertake training on non-working days.

**Person specification**:
**Counter Team Leader**

To manage all functions within the Public and Back Office environment to provide efficient and timely customer care to internal and external customers and to meet key productivity targets as outlined in the Local Business Plan.
- To manage staff and workflow at Counter and Back Office to provide efficient and timely customer care to internal/external customers.
- To ensure all dealings with customers are handled in a timely, courteous, and helpful manner.
- To manage the attendance, deployment and availability of staff so as to provide the best match between available resources and likely demand.
- To brief staff, complete the induction of n

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