Customer Service

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

- 337897**Salary**:

- £34,350 - £36,755**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Business area**:

- HO - Asylum and Human Rights Operations**Type of role**:

- Operational Delivery**Working pattern**:

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

- 3Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Smithfield Two -Stoke-on-TrentAbout the job

**Job summary**:
Asylum & Protection Group is one of the key business areas within the Home Office. We are undergoing an exciting period of change. Alongside the other areas of the Home Office, the department is embarking upon a transformational programme. Operational Excellence is at the forefront of what we do.

Our strategic aims contribute to the Home Office strategic objectives: preventing terrorism and extremism; cutting crime and protecting the vulnerable; and controlling immigration and preventing abuse.

Asylum Operations is responsible for registering, interviewing, and deciding asylum protection claims. The primary function of the unit is to make high quality decisions on asylum cases and work with other parts of the organisation to ensure effective immigration control.

**Job description**:
Do you have experience in leading and managing operational teams?

Are you a good communicator?

Can you build trust and communicate with others in an open, honest and enthusiastic way to provide clear direction, whilst managing change?

If so, this could be the role for you

We’re looking for passionate people to lead and inspire our frontline operational teams to deliver the best possible customer service. You’ll be responsible for providing vision and leadership for our teams and have overall responsibility for supporting individuals to continuously develop and strive to meet productivity and quality expectations in line with business objectives. Our colleagues’ wellbeing is important to us, and you will play a pivotal role in creating an environment where your people can excel.

Asylum Operations is committed to investing in our leaders. You’ll work with a Senior Operations Manager and take responsibility for your own continuous professional development as well as that of others.

**Person specification**:
The team will work in a hybrid environment so being able to provide visible and effective leadership in person and remotely is essential.

Team leaders will deal with implementation of reasonable adjustments, occupational health referrals and implementation of all HR policies and procedures.

There are roles leading teams of Asylum Decision Makers and roles leading Workflow teams in a countersigning manager position.

**Essential Criteria**
- Strong, inclusive leadership and coaching skills, able to identify and support the development needs of themselves and others.
- Strong written and verbal communication skills, and an attention to detail.
- Proactive approach to managing the workload of a team, balancing competing priorities to deliver high-quality and timely outputs.
- The ability to understand, assess and make decisions based on complex pieces of information from different sources.
- Ability to work flexibly to meet changing priorities; willingness to take on new and varies areas of work as required, manage a diverse workload, and optimise resources to meet business challenges.

**Desirable Criteria**
- Understanding of asylum or immigration casework
- Experience managing remote and/or geographically dispersed teams.

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

- Leadership
- Communicating and Influencing
- Managing a Quality Service
- Delivering at Pace
- Leadership

**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.
- A CV detailing job history/skills
- Personal statement (750 words maximum)
- Provide evidence of the behaviour Leadership (250 words maximum)

Please note that your Statement of Suitability should demonstrate how you meet the Key Responsibilities as set out in the job description and “Essential criteria”.

The Sift will be completed initially on the Statement of Suitability. The CV will not be scored.

For guidance on how to construct your personal statement, you are encouraged to visit Civil Service Careers. Links - Statement
For guidance on how to construct your behaviour examples, you are encouraged to visit Civil Service Careers. Links - Behaviours

If you are successful at