Customer Services Group

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

- 273558**Salary**:

- £25,750 - £27,650**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

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

- Operational Delivery**Working pattern**:

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

- 10Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Southport - General Register OfficeAbout the job

**Job summary**:
His Majesty’s Passport Office (HMPO) is a directorate of the Home Office and is a customer focused organisation providing passports for British citizens, passport verification services and overseeing the delivery of civil registration in England and Wales.

The Customer Service Management Team focuses on resolving enquiries and delivering customer service excellence. It is fast paced, interesting and varied where customer contacts need to be answered quickly, consistently and to a high quality.

For more information about working for the Home Office, please visit Home Office Careers website.

**Job description**:
The Customer Service Management Team Leader is responsible for leading, managing and developing a team of Customer Service Agents within a Customer Service environment, to support the wider HM Passport Office operational network.

As a Team Leader you will also aim to improve the overall customer experience for HM Passport Office customers.

A key part of the role will be workforce planning to ensure optimal deployment of the team. Other duties may involve analysis, preparation, presentation and review of management information, to aid business planning for the Customer Service Management Team.

The full-time working week in the Customer Service Management Team is 37 hours with a 36-minute daily lunch break. It operates 7:45am to 8:00pm Monday to Friday and 8:45am to 5:30pm on Saturdays.

Shifts include working 1 in 3 Saturdays and when a Saturday is worked you will be allocated a day off in lieu in the preceding week.

The business area operates shift patterns, based on demand between the following hours:
7.45am and 8:00pm on any day between Monday to Friday and
8.45am to 5:30pm on Saturday.

Managers will agree working patterns with successful applicants within these business hours and review these as appropriate.

Should there be a business need, you may be required to work from home. Some travel may also be required.

Being part of CSMT will open you to opportunities that will aid your development to help you reach your full potential.

**Person specification**:
The EO Team Leader’s key responsibilities include, but are not limited to:
Ensuring your team are representing HMPO professionally and are providing excellent customer service.

Conducting quality checks throughout the month on contacts and correspondence to ensure your team are performing in line with the expected standards and business targets.

Ensuring responses to our customers are accurate and consistent and that contacts are being answered in a timely manner.

Leading your team and give clear direction to your team to deliver objectives set out in the business plan.

Carrying out and engaging in monthly Check-ins to discuss personal performance, development needs and wellbeing, ensuring any necessary follow up action is taken.

Coaching and developing your team.

Managing and prioritising resource to ensure team targets are achieved.

Investigating and take ownership of customer escalations and/or complaints, including taking over contacts when necessary.

Being empowered and empower your team to actively seek and encourage continuous improvement opportunities and embed a culture of positive change in your team.

Show pride and passion for your work and positive and inclusive engagement with your team.

Pro-actively role modelling and promoting an inclusive workplace dealing promptly with any instances of inappropriate behaviour, discrimination or misconduct.

Demonstrating excellent written and oral communication skills and ability to communicate confidently with a wide range of diverse customers.

Being open to feedback and demonstrating a confidence working with others.

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.

Excess Fares Allowance (EFA) will not be available for this role. T&S will be paid in accordance with Home Office Policy.

It will not be possible to pay any cost associated with dual workplace, including tax liabilities.

**Essential Criteria**

This role is suitable for someone who has a passion for delivering excellent customer service, leading a team to deliver tangible, timely results and wanting to make a difference to meet the needs of our customers. We are looking for leaders who:

- Are an excellent communicator and have proven experience of delivering a high quality customer service.
- Have a positive can-do attitude with the abilit