Customer Services Group

6 months ago

Southport, United Kingdom Home Office Full time

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

- 341963**Salary**:

- £28,000 - £29,400**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, Shift working**Number of jobs available**:

- 10Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- General Register Office - SouthportAbout 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 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.

The General Register Office (GRO), based in Southport, as part of PCCR, oversees the system of civil registration, including births, stillbirths, adoptions, civil partnerships, marriages and deaths, in England and Wales. It does this in partnership with a range of government departments and the 175 local authorities who provide the service directly to their local community.

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.

Further information about HM Passport Office is available on GOV.UK.

**Job description**:
The Customer Service Management Team Leader is responsible for leading, managing and developing a team of Customer Service Agents within a Customer Service environment, to support the wider HM Passport Office operational network.

As a Team Leader you will also aim to improve the overall customer experience for HM Passport Office customers. A key part of the role will be workforce planning to ensure optimal deployment of the team. Other duties may involve analysis, preparation, presentation and review of management information, to aid business planning for the Customer Service Management Team.

Our Customer Service Management Team is located in Southport and operates 8:00 - 20:00 Monday - Friday; 8:45am - 16:45 on Saturdays.

The full-time working week in the Customer Service Management Team is 37 hours with a 36-minute daily lunch break. Full-time shifts are therefore 8 hours including lunch break. Your shift will be confirmed upon offer of post.

Working patterns will include 1 in 3 Saturdays. When a Saturday is worked you will be allocated a day off in lieu the preceding week.

All posts are open to part-time staff but working pattern requests will be considered against business need and operational core hours.

Roles may allow for hybrid working arrangements, working partly in the workplace and at home. These arrangements are dependent upon business need.

**Person specification**:
This role is suitable for someone who has a passion for delivering excellent customer service; working in a team to deliver tangible, timely results and wanting to make a difference to meet the needs of the public.

The EO Team Leader’s key responsibilities include, but are not limited to:

- Lead a team of staff ensuring that its members are organised, and fully skilled to meet their work objectives. Effectively managing both team and individual performance, addressing any issues as they arise, in line with HR policy.
- Assign responsibilities for action and monitoring progress against plans.
- Being empowered and empower your team to actively seek and encourage continuous improvement opportunities and embed a culture of positive change in your team.
- Ensure that performance management and reward & recognition systems are utilised effectively throughout area of responsibility, ensuring consistent standards through benchmarking, and encouraging and rewarding good ideas and creativity.
- Plan, co-ordinate and organise training and development for staff. Ensuring that learning & development needs of all staff, including inductees, are identified and met.
- Identify staff potential and develop in line with business and individual needs.
- Identify recruitment needs and retention issues, assessing resource requirements against demands.
- Be responsible for health and safety issues for the team and their immediate working environment.
- Take a lead in employee engagement activities to maintain good working relationships with staff and to improve service delivery and staff morale / motivation.
- Pro-actively role modelling and promot

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