Details
Reference number
394014
Salary
£26,750 - £26,750
GBP
Job grade
Administrative Officer
Contract type
Permanent
Business area
HO - Visas and Immigration
Type of role
Contact Centre
Operational Delivery
Working pattern
Flexible working, Full-time
Number of jobs available
75
Contents
• Location.
• About the job.
• Benefits.
• Things you need to know.
• Apply and further information.
Location
Liverpool
About the job
Job summary
The Home Office works to build a safe, fair and prosperous UK.
We achieve this through our work on counter-terrorism, policing, fire, crime, drugs policy, immigration and passports.
Customer Services Group brings together Asylum & Human Rights, Visas and Citizenship (V&C), His Majesty’s Passport Office (HMPO), and the General Register Office (GRO) We take a customer-led approach to delivering services, whilst always maintaining robust security controls.
We are a team of over 14,000 and work with over 13 million customers annually.
The position is for an AO Customer Service Officer, working in a Contact Centre based in the Resolution Centre.
They are responsible for handling multiple calls, emails, and webchat queries in relation to the EU Settlement Scheme, eVisas and electronic travel authorisation (ETA).
Customer Service Officers will support general customers of varying nationalities requiring advice on how to apply, application updates, digital status enquiries and questions around rights to work and rent.
The available shift pattern is Monday to Friday 08:45 – 17:09 (37 hours with a one-hour lunch).
Job description
As a Customer Service Officer, you will be given full comprehensive training.
Once fully trained you will be empowered to resolve all customer enquiries efficiently and professionally.
Please note that 100% office attendance is required during the training and consolidation period.
Your role will include:
• Answering phone calls and responding to simultaneous webchat and email enquiries in a polite and professional manner.
• Providing a complete and informed response on first contact to all customers.
• Reviewing customer information, including information provided as part of their application; assessing any further actions they may need to take and advising customers appropriately.
• Accurately inputting all necessary information on internal IT systems within required timelines so that customer contact is recorded; routing contact appropriately based on the information you receive.
• Taking responsibility for your own development needs, proactively maintaining and building your knowledge of relevant subjects following training.
• Committing to continuous improvement with willingness to take responsibility for identifying and/or implementing improvements.
Person specification
ESSENTIAL CRITERIA
• A passion to deliver excellent customer service.
• Excellent interpersonal and communication skills.
• Be able to work well individually as well as within a team, in a fast-paced working environment.
DESIRABLE CRITERIA
• Telephony based contact centre experience.
• Experience of dealing with multiple webchat enquires simultaneously.
• Experience drafting emails or other written customer correspondence.
WORKING PATTERNS
The available shift pattern is Monday to Friday 08:45 – 17:09 (37 hours with a one-hour lunch)
Benefits
In addition to your salary, a career with the Home Office offers a range of benefits, including:
• A Civil Service pension with an employer contribution of 28.97%.
• In-year reward scheme for one-off or sustained exceptional personal or team achievements.
• 25 days annual leave on appointment, rising with service to 30 days.
• Eight days of public holidays, plus one additional privilege day.
• Where business needs allow, some roles may be suitable for a combination of office and home-based working.
This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office.
Things you need to know
Selection process details
This vacancy is using Success Profiles , and will assess your Strengths.
Vacancies , Customer Services Group , Home Office Jobs
This vacancy uses Civil Service Success Profiles, and will assess your Strengths, Behaviour and Ability using Behaviour Based Assessment, Written Test and Pre Recorded Video Interview.
We have provided detail of the assessment stages and areas being assessed to help you prepare.
Application by: 07 APRIL 2025
As part of the application process, you will be asked to confirm some basic personal information.
After submission of your personal information, you will be invited to complete an online Behavioural Based Assessment (BBA).
Behavioural Based Assessment (BBA)
The Behaviour Based Assessment will consist of a series of game-based assessments that look at your natural tendencies in a variety of situations.
This assessment can be done on a smartphone, tablet or a laptop/desktop computer, and you will need to set aside 45 minutes to complete the assessment.
Candidates will be required to complete and submit the Behaviour Based Assessment within 48 hours and will be sent a reminder 24 hours before the final deadline.
Failure to complete and submit the test, before the deadline, will result in the application being withdrawn.
We have provided detail of the assessment stages and areas being assessed to help you prepare.
Candidates who are successful in the Behaviour Based Assessment will be invited to stage 2, where they will complete a Written Test.
Written Test
The Written Test is designed to assess a candidate’s ability to communicate with others in writing, including use of grammar, punctuation, sentence formation and vocabulary.
No preparation, prior knowledge or experience of the scenario presented is required.
The test will take around 50 minutes (made up of 20-25 minutes reading time and 20-25 minutes to provide your test answer) and will need to be completed on a laptop/desktop computer.
You CANNOT complete the written test on a mobile phone or tablet.
Video Interview
If you are successful at the written test stage, you will be invited to an interview that will consist of Strength based questions.
You will be asked questions to understand whether you have the Civil Service Strengths relevant to the job role.
It is important to remember that there are no right or wrong answers to these questions.
Do not rehearse your answers because we are looking for your initial response.
The qualities required for the role will be described in the job description.
The best way to prepare is to reflect on what you feel your personal strengths are and your preferred ways of working.
Please note: You will have 7 days to complete the video interview.
If you experience technical issue or cannot complete the video interview within the timeframe for any other reason, you must get in touch as soon as possible and within 3 days of the deadline passing, otherwise your application will be withdrawn.
Linked Vacancies
Please note that this vacancy consists linked adverts for the same roles but for different working patterns.
If you wish to apply for multiple vacancies your assessment scores will automatically be carried across.
If you have applied for and been successful for more than one vacancy you will be required at provisional offer stage to confirm your preferred choice.
Please note, once you have agreed a start date for one location, you will be automatically withdrawn from any other vacancy.
Reasonable Adjustments
We want to support you if you need an adjustment in the recruitment process, even if you do not feel you qualify for the Disability Confident Scheme
As part of the application process, you will be given the opportunity to submit any additional assistance or adjustments that you may require to any of the selection stages.
The Civil Service embraces diversity and promotes equal opportunities.
As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
We are committed to ensuring that disability is not a barrier to recruitment.
We provide officers with the support they need, to excel in their role and to develop their career.
Should you feel you require adjustments to be made during the selection process please complete the relevant section of the application form and provide as much detail as you are happy to share.
In exceptional circumstances should you feel you require adjustments to be made during the selection process for a condition or disability not originally disclosed in your application, please contact us via [email protected] where we can review your circumstances to better understand what support you will need during the assessment process, to enable you to perform at your best.
Supporting Candidates Live Event
We will be holding a webinar session hosted by colleagues from the Home Office who will be sharing further information about the role, you will also hear from Customer Service Officers sharing their experience of the role and the training and support that is available when working in the Resolution Centre.
The call will be hosted by colleagues from the Home Office who will share their experiences of the role, training and support that is available when working in the Resolution Centre.
The event is not mandatory but is a great way to learn about the vacancy.
The events will be held on:
• 26th of March (6PM-7PM) – https://uk.meetandengage.com/am87b1ods
• 27th of March (12PM-1PM) - https://uk.meetandengage.com/am87b3nh1
If you experience problems accessing this advert, or you think you’ve made a mistake on an initial application, please contact [email protected] including the vacancy reference, at least two working days before the vacancy closes.
Further information can be found on our website.
Please note, on the Pre-Recorded Video Interviews, retakes will only be permitted where there are confirmed technical issues with the recording platform.
Technical issues on candidate’s devices will not result in a retake.
Reserve List
A reserve list may be held for a period of up to 12 months from which further appointments may be made.
There is not guarantee that being held on a reserve list will lead to a job offer.
Further information can be found on our website.
All Civil Servants are expected to comply with the Civil Service Code, and its core values of integrity, honesty, objectivity and impartiality.
Feedback
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed.
The level of security needed is counter-terrorist check .
See our vetting charter .
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This job is broadly open to the following groups:
• UK nationals.
• nationals of the Republic of Ireland.
• nationals of Commonwealth countries who have the right to work in the UK.
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS).
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS).
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020.
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service.
Further information on nationality requirements
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .
The Civil Service embraces diversity and promotes equal opportunities.
As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found.
To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .
Apply and further information
This vacancy is part of the Great Place to Work for Veterans initiative.
Once this job has closed, the job advert will no longer be available.
You may want to save a copy for your records.
Contact point for applicants
Job contact :
• Name : Home Office Resourcing Centre.
• Email : [email protected]
Recruitment team
• Email : [email protected]