Customer Service Group

4 weeks ago


Sheffield, United Kingdom Home Office Full time

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

- 284720**Salary**:

- £25,750 - £27,650**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

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

- Operational Delivery**Working pattern**:

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

- 12Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Sheffield - Foundry HouseAbout the job

**Job summary**:
The Windrush Compensation Scheme are looking for driven, compassionate and eager individuals to help deliver our goal of compensating those who suffered detriment and significant losses as a result of immigration policies and measures which were aimed to tackle illegal migration.

There is no single or consistent picture which can capture the suffering and losses experienced by the Windrush Generation. The Windrush Compensation Scheme was launched in 2019 to address and take into account the losses experienced by each individual, as far as we possibly can.

To enable the department to continue to deliver compensation, we are looking for a skilled, confident, self-starting staff to make concise, correct decisions, to enable the department to right the wrongs suffered by the Windrush Generation, as far as possible.

**Job description**:
**Quality Assurance Manager**

**Complex Team Manager**

**Helpline and Customer Support Manager**

**Engagement and Communications Manager**
- Managing processes to ensure the delivery of a high-quality, customer-centred service
- Continuing to raise the profile of the Windrush Scheme
- Managing customer and stakeholder relationships

Frequent travel around the UK may be required.

**Person specification**:
**Key Roles - **Duties may include but are not limited to:

- Maintaining and assuring data and management information, providing regular updates and responding to requests from senior leaders
- Contributing to briefings and submissions for senior officials and other colleagues where appropriate
- Supporting operational delivery of WCS Front End Services, which may include monitoring and managing customer calls, undertaking reporting and quality assurance reviews, and engaging directly with customers to support them in the claim journey
- Liaising with customers and stakeholders to ensure a robust system of feedback and continuous service improvement
- Working within or closely with the Windrush Vulnerable Person Team (VPT) to ensure customers are supported where vulnerabilities are identified; and with the Windrush Secretariat to ensure that High-Profile cases are raised and actioned appropriately
- Contributing to continuous improvement of process, practice and culture to encourage innovation and maximise productivity
- Contribute to delivery of overall team objectives, including supporting vulnerable customers

In all roles there will be an expectation to adapt and be flexible across the operation to support the wider business.

**Essential criteria**
- Undertake travel nationwide, supporting engagement events and meeting with stakeholders
- Work under pressure and to strict timescales, are flexible and adaptive to change
- Be alert to trends within your work area and ensure risks are escalated accordingly
- Critically review processes and work as part of a team to continuously improve them
- Communicate effectively with interested parties, both orally and in writing, ensuring that communication is customer-focused and fit for purpose
- Able to handle challenging conversations with customers and external stakeholders
- Deliver against timelines and quality targets, providing excellent customer service
- Showcase strong organisational skills; multitasking
- Work as part of a team and independently when required
- Be empathetic to our customers and support them through their journey

**Desirable criteria**
- Awareness or interest in the Windrush Compensation Scheme.

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

- Communicating and Influencing
- Managing a Quality Service
- Seeing the Big Picture

**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.Please note your Personal Statement should demonstrate how you meet the Key Responsibilities as set out in the Job description and how you meet the "Essential Criteria".

**Sift**

**Interview**

**Sift and Interview dates**

Sift will take place week commencing 22nd May 2023

Please note - due to the COVID-19 pandemic, interviews are being carried out via Skype for Business or Microsoft TEAMS, however please note that this may change to face to face interviews should t



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