Customer Services Group

1 week ago

Liverpool, United Kingdom Home Office Full time

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

- 281981**Salary**:

- £32,000 - £39,600- National: £32,000 min, £35,200 max London: £36,000 min, £39,600 max**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Business area**:

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

- Project Delivery**Working pattern**:

- Flexible working, Full-time, Part-time**Number of jobs available**:

- 11Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Cardiff, Croydon, Leeds, Liverpool, Sheffield, SolihullAbout the job

**Job summary**:
Customer Services Group (CSG) brings together Asylum & Protection (A&P), Passports, Citizenship and Civil Registration (PCCR) which includes His Majesty’s Passport Office (HMPO) and General Registry Office (GRO), Visas Status & Information (VSI) and Customer Operations Service Support (COSS).

As a major operational part of the Home Office, we play a vital role in supporting the economy and cultural life of the United Kingdom.

The Customer Services Group comprises of two Directorates: The Asylum & Protection (A&P) Group and Visa’s, Information & Passports (VIP) Group.

For more information about working for the Home Office, please visit Home Office Careers website.

**Job description**:
Great leadership is at the heart of our success as an organisation, and we believe each of us has the potential to impact others in a way that will help us all work even better together and achieve more than we thought possible. At the heart of great leadership is the ability to constantly learn and grow as a leader. Within Customer Services we have committed to investing in our leaders to help them grow existing skills and develop new ones.

Leadership Facilitators will deliver an ambitious schedule of coaching sessions across Customer Services through the Living Leadership and Foundations programmes. Living Leadership is a 12-month coaching programme based on Future, Engage Deliver principles which empowers colleagues to move from ‘managing’ to effective leadership through a series of coaching sessions and subsequent reflection sessions. The Foundations Programme supports new line managers, so they are empowered from the beginning to deliver their responsibilities consistently and confidently.

The Diversity & Inclusion (D&I) Team is an exciting place to be, as it is supporting Customer Services to become an inclusive place to work, where everyone can feel they belong and achieve their potential. This includes supporting the SCS D&I Champions in making tangible improvements; hosting events to promote, awareness, connection and belonging; and delivering the Early Resolution Programme (ERP) to address bullying, harassment and discrimination by giving people tools and increasing capability to identify, challenge and tackle inappropriate behaviour through courageous conversations.

Delivering Diversity & Inclusion and Leadership coaching sessions across all Customer Services locations throughout the UK and Internationally. These sessions are currently delivered virtually via Microsoft Teams, but we do also offer face to face delivery where appropriate. E.g. for International colleagues.

The D&I Facilitators are responsible for delivering an ambitious schedule of ERP sessions to everyone in Customer Services, as well as delivering the Becoming Trauma Informed (BTI) part of our wellbeing offer to colleagues at most risk. BTI helps colleagues to recognise the symptoms and impact of trauma; and to maximise resilience and wellbeing.

There are few roles within the Civil Service where you get to be involved in making life-changing decisions that affect people when they are at their most vulnerable.
We have one of the most challenging and important jobs in government: safeguarding the vulnerable and their host communities and keeping our border secure.

Every colleague within the Home Office plays a part in making that happen. Our work is challenging, varied, exciting and for many it is a vocation, rather than just a job.
In Customer Services Group we conduct thousands of interviews and make thousands of decisions each year about who can stay in the country.
Our teams deal with a variety of customers and data to ensure we have all the information necessary to make an appropriate decision on their future, or support and enable teams to do so.

We are a diverse organisation serving diverse communities respect is one of our key values and equality, diversity and inclusion are at the heart of our organisation.
If you are motivated, hard-working, committed and looking for a varied and stimulating role, we have much to offer you.

As part of our team, you will play a vital part in helping us provide a great colleague experience, so our people can, in turn, provide a great service to those using our services.

**Person specification**:
Key responsibilities will include but are not limited to:

- Planning and prioritising your workload in line with the Diversity &

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