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Administrative Officer
2 weeks ago
**Administrative Officer - Southport, PR8 2HH**
- Hourly rate: £13.85 an hour
**Hours**
- Monday to Friday, 37 hours per week
- 9am - 5pm
- Full time hybrid 60% office 40% remote
- First 10 weeks full time in office for training
**The role of Administrative Officer**:
- Providing advice and guidance on a range of complex nationality, eligibility and procedural enquiries to customers of HM Passport Office, to safeguard the customer experience through the effective implementation of standards, policies and processes.
- Developing and maintaining knowledge of legislation, policy, procedure and security guidelines.
- Providing timely and excellent customer service, remaining authentic, compassionate and professional to ensure the best possible interaction with our customers.
- Investigating and following up queries using all information, systems, or work tools available.
- Working effectively within a fast-paced, multi-tasking, team-based environment to achieve team goals and targets.
- Contributing to the development and improvement of team processes.
- Taking responsibility for one's own personal attendance, performance and development.
- Demonstrating and promoting HMPO Values in all areas of work.
- Adhering to and complying with HMPO policies and procedures.
- Working flexibly and providing support to other operational colleagues/areas as required.
- Resolving customer problems fairly and effectively, seeking to improve the customer experience through continuous improvement.
**The ideal Administrative Officer**:
- This role is suitable for someone who has a passion for delivering excellent customer service; working in a team to deliver tangible, timely results and wanting to make a difference to meet the needs of the public.
- Have experience in providing excellent customer service, with a focus on resolving queries first time through effective use of appropriate communication channels.
- Can gain a clear understanding of customers' needs and expectations by listening and asking questions to deliver a high-quality service.
- Can place the customer at the centre of operations and work to resolve customer queries at the first point of contact.
- Have excellent written and oral communication skills.
- Are able to confidently manage potentially difficult and challenging situations.
- Are flexible in their approach to work and successfully perform a range of multi-skilled duties.
- Proficient in the use of Microsoft Office packages.
