Customer Services Group

2 weeks ago

Liverpool, United Kingdom Home Office Full time

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

- 327614**Salary**:

- £28,000 - £29,400**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

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

- Administration / Corporate Support
- Contact Centre
- Operational Delivery**Working pattern**:

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

- 13Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- The Capital - LiverpoolAbout the job

**Job summary**:
The Home Office leads on immigration and passports, drugs policy, crime policy and counter-terrorism and works to ensure visible, responsive and accountable policing in the UK. The Home Office is a ministerial department, supported by 27 agencies and public bodies.

Customer Services is a recently established capability, playing a key role within the Migration and Borders System. Customer Services has typically over 13m customers annually, with a workforce of over 14,000 across its legacy constituent business units including: Asylum & Human Rights, Visas and Citizenship (V&C), His Majesty’s Passport Office (HMPO), and the General Registrar Office (GRO). We take a customer-led approach to delivering services, whilst always maintaining robust security controls.

**Job description**:
Agents may also be required to assist with training, call escalations, safeguarding queries, along with mailbox management and support of Administrative Officer colleagues, with the expectation to complete other tasks when necessary.

The full time shifts that will be available are:

- Shift A: Monday - Friday 07:45-16:09
- Shift B: Monday - Friday 08:45-17:09
- Shift C: Monday - Friday 09:45-18:09

The two part time shifts that will be available are:

- Shift E: Wednesday - Friday 17:00 - 21:00 and Saturday 09:15 - 16:45.
- Shift F: Sunday 09:15 - 16:45 and Monday - Wednesday 17:00 - 21:00.

**Person specification**:

- Communicate effectively and authentically with Government Funded Organisations/Supporting Organisations who possess an in-depth knowledge of Immigration Law and Policy.
- Go the extra mile for all customers, treating them fairly and honestly, managing expectations and taking ownership of customer queries to bring a resolution in a timely manner.
- Confidently deal with vulnerable and/or difficult customers. Manage customer complaints and display emotional intelligence together with empathy where appropriate.
- Work flexibly between multiple workstreams at pace, whilst demonstrating discipline in adhering to GDPR and internal processes.
- Make decisions in complex cases based on the information supplied by the customer and, following appropriate checks, provide a complete and informed response on first contact to all customers.
- Support colleagues with complex queries and escalations where necessary.
- Proactively keep up to date with the most relevant policy and guidance.
- Exhibit excellent organisational and mailbox management skills.
- Champion inclusivity, embrace individual differences, and challenge discriminatory behaviours.
- Take responsibility for their own development needs, maintaining and building your knowledge of policies and processes.
- Actively participate in the Performance Management process by prioritising regular, development-focused check-ins with my line manager to ensure they are supporting the delivery of Home Office strategic objectives through the attainment of goals.
- Commit to continuous improvement with willingness to take responsibility for identifying and/or implementing improvements in-line with operational excellence; highlight problems and share best practice with colleagues, act on feedback provided by customers and share with team (listen, learn and act).
- Report to their Higher Executive Officer (HEO) team lead, delivering against quality and customer satisfaction targets, improving their performance by seeking and acting upon feedback.

**Essential criteria**
- Experience of working in a fast-paced inbound customer telephony unit.
- Evidence of commitment to delivering excellent customer service.
- Strong written and inter-personal communication skills.

**Desirable criteria**

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

- Delivering at Pace
- Making Effective Decisions
- Managing a Quality Service

**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 Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
- Statement of Suitability (Personal Statement) (maximum 500 words).

The Statement of S

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