Customer Service Groups

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

- 296624**Salary**:

- £25,750 - £27,650- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- HO - HM Passport Office**Type of role**:

- Operational Delivery**Working pattern**:

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

- 3Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Corby, Hemel HempsteadAbout the job

**Job summary**:
Passports, Citizenship and Civil Registration (PCCR) is a directorate of the Home Office, which incorporates His Majesty’s Passport Office (HM Passport Office), Citizenship services and the General Register Office (GRO) for England and Wales. It is a directorate of the Customer Services function in the Home Office. It is a customer focused organisation providing passports for British citizens, passport verification services, citizenship services and overseeing the delivery of civil registration in England and Wales. PCCR employs around 4,000 people across the UK. We aim to deliver uncompromising public protection whilst providing world class customer service via a modern digital business.

HM Passport Office and GRO are undergoing a period of transformation with an aspiration of further improving our customer service by becoming a modern digital business. It is an exciting time to work in a part of government that touches the lives of the vast majority of citizens.
Further information about His Majesty’s Passport Office is available on the GOV.UK website HM Passport Office.

**Job description**:
We are looking for confident, dynamic leaders with interpersonal skills and experience who will:

- Be disciplined in the staff management of a team, focused to improve quality and performance
- Provide line management and countersigning to team members
- Undertake HR, staff management and staff performance activities/reporting
- Be resilient in building and maintaining an inclusive culture, acceptance and understanding of individuals differences
- Committed to the onsite well-being, health and safety of individual’s working within the unit
- Undertake strategic management of workflow and performance for embedded team
- Promote operational excellence, one best way and getting it right first time
- Be pro-active in encouraging process improvement and lean thinking
- Committed to building mutually beneficial networks with relevant stakeholders and wider business areas to support and improve the service
- Confident in gathering and analysing measures, working collaboratively to formulate actions and make decisions
- Have the ability to develop expertise and knowledge to improve Customer Service and Public Protection within the unit

Posts will be based at either Corby or Hemel Hempstead

This vacancy is a full time (37 hours per week) post only due to business needs, (9am -5pm) but may be required to cover between 8am and 10pm depending on business needs.

Both Corby and the Hemel Office are located offsite of the current national HMPO locations.

Relocation allowances will not be available for these roles. Due to budgetary constraints requests for Excess Fares Allowance (EFA) will not be available for this role.

The job holder will be:

- The conduit between HMPO and Document Handling Unit
- Point of direct contact and reporting to Casework and wider HMPO business areas
- Point of contact for Service Delivery and Supplier Management Team, liaising and attending supplier management meetings as required
- The single point of contact for direct/escalated Fraud related queries
- Responsible for accurate recording and reporting of team outputs and performance as defined by the business
- Collaborating with supplier to identify opportunities for improvement and effective plans to monitor
- An enabler, supporting feedback mechanisms between supplier and HMPO
- A negotiator and champion of work etiquette between all DHU staff
- Keeping self and unit updated and focused on actions as a result of fraud trends, analysis and intel
- Ensuring HMPO, customer and passport related information is managed inline and in accordance with all Data Protection legislative requirements. Precise and disciplined in the investigation and reporting of any suspected or actual breaches in data however small

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.

**Person specification**:

- Can take responsibility with situations, people and decisions
- Are highly driven and inspire others to move things along and make things happen
- Make plans and are well prepared. You seek to maximise time and productivity
- Can use own judgement and take a considered approach to situations and tasks when making decisions
- Are positive and inspirational in leading and supporting others through change
- Think ahead to anticipate, identify and address any risks