Customer Services Group

1 day ago

Glasgow, United Kingdom Home Office Full time

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

- 271529**Salary**:

- £25,750 - £27,650**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- HO - HM Passport Office - Public Protection Hub**Type of role**:

- Operational Delivery**Working pattern**:

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

- 6Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Glasgow - HMPO NorthgateAbout the job

**Job summary**:
His Majesty’s Passport Office (HMPO) is an operational command within the Home Office, focused on delivering the right balance between public protection and customer excellence. HMPO employs over 4,000 people in a network of offices, across the UK.

The Public Protection and Standards (PPS) is responsible for:

- Delivering quick and robust investigations into pre and post issue fraud and by targeting high-harm cases; and managing litigation effectively.
- Working with partners like the police to deliver more sanctions.
- Using intelligence to respond to threats quickly and design fraud out of the system.
- Protecting vulnerable people - we help prevent child abduction and the exploitation of vulnerable adults.
- Preventing the abuse of lost and stolen passports and Fraudulently Obtained Genuine (FOG) passports.
- Supporting the response to threats from terrorism and serious and organised crime.
- Maintaining a robust risk and assurance function and ensuring the security of our data and systems.
- Ensuring we have a strong voice in transformation and day-to-day operations.

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

**Job description**:
The post holder will be part of the Public Protection Hub in Glasgow which encompasses four individual teams with five roles within them.

Hybrid working is available for this role where business needs allow it.

**Person specification**:
The work of the teams is varied and demanding and includes:

- Contribute to the Home Office strategic priorities of ‘Cutting crime, Immigration and Preventing Terrorism’.
- Contribute to the HMPO Public Protection Key Performance Indicators.
- Management of workflow within the teams.
- Analysis and development of intelligence.
- Provide witness statements for external stakeholders.
- Dissemination of intelligence reports.
- Fraud referral case work and provision of specialist fraud advice to examination staff.
- Safeguarding of vulnerable adults and Child Protection.
- Liaison between all Public Protection and Standards teams.
- Promote culture of proactive fraud detection.
- To record and update cases/requests on HMPO fraud systems, providing audit trails and statistical information for senior management.
- To deal with referred cases and enquires, ensuring effective and timely customer care is provided to internal and external customers.
- Strict adherence to Data Protection and Human Rights legislation, including third party databases.
- To promote joint working with law enforcement agencies, other Government Departments and internal and external stakeholders, to establish seamless joint investigations/operations.
- To represent HM Passport Office in court.
- Provide leadership and line management responsibility.
- To make a personal contribution to their own development and take steps to improve skills and knowledge as well as those who they career manage.

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**
- Proven experience of working collaboratively with internal and external partners building excellent working relationships to actively support and promote effective joint working.
- Excellent problem-solving skills - the ability not only to identify a problem but also to be able to produce a range of possible solutions.
- Excellent communication and presentation skills both written and oral.
- Proven experience in producing clear, concise, evidence based and informative reports.

**Desirable Criteria**
- Have sound knowledge of /or be willing to undergo training to demonstrate knowledge of fraud, relevant legislation and associated procedures.
- Experience of working with cross Government departments and other agencies.
- To have knowledge and experience of using Excel and Power Query.
- To have knowledge and experience of fraud Investigations.

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

- Making Effective Decisions
- Changing and Improving
- Seeing the Big Picture
- Working Together
- Making Effective Decisions

**Benefits**:

- 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 S

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