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Customer Services Group

4 months ago

Glasgow, United Kingdom Home Office Full time

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

- 297481**Salary**:

- £25,750 - £27,650- National: £25,750 min - £27,650 max.- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- HO - HM Passport Office**Type of role**:

- Operational Delivery**Working pattern**:

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

- 32Contents

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, Peterborough - HMPO 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**:
Posts will be offered on our evening shift which attracts a 20% shift allowance from 8pm up until your contracted finish time. This can very slightly at each location.

You may 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**:

- To manage all functions within a Passport Production Team 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 the quality of the work produced by the team.
- To manage staff and workflow within the team 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 new members of staff, manage individual performance levels and address development needs and potential.
- To maintain an up to date knowledge and understanding of legislation, policy, procedure and best practice.
- To manage own time so as to complete all work efficiently and meet agreed service level response times.
- To take responsibility for own performance and personal development.

Note: An employee may be required to carry out other duties within the scope of the grade and within the limits of their skill, competence and training.

**Essential Criteria**
- Excellent communication, time management and prioritisation skills.
- Ability to work collaboratively with the flexibility to complete important tasks that may be required at short notice.
- Ability to manage a challenging workload and prioritise demands.
- Excellent team player.

**Desirable Criteria**
- Experience of leading a team.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Communicating and Influencing
- Delivering at Pace
- Leadership
- Managing a Quality Service
- Communicating and Influencing

**Benefits**:

- Alongside your salary of £25,750, Home Office contributes £6,952 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.- Statement of Suitability (Personal Statement) (maximum 500 words)
- Provide evidence of the behaviour Communicating & Influencing (250 words maximum)

Please note that your Statement of Suitability (Personal Statement) should demonstrate how you meet the Key Responsibilities as set out in the job description and “Essential Criteria”.

Sift will be completed initially on the Statement of Suitabi