Home Office - Administrative Officer
Job Description
Administrative Officer - Customer Services Group
Location: Southport, PR8 2HH
Full time hybrid 60% office 40% remote – first 10 weeks full time in office for training.
Hourly rate: £13.85. Working days/hours: Monday to Friday, 37 hrs per week, 9 am – 5 pm. Brook Street in partnership with the Home Office has a fantastic opportunity to join their team as an Administrative Officer - Customer Services Group.
Duties / Responsibilities
Providing outstanding customer service in resolving all telephone and e‑mail enquiries relating to passport applications within the established service timescales; advising on complex nationality, eligibility and procedural enquiries; developing knowledge of legislation, policy, procedure and security guidelines; investigating and following up queries; working effectively in a fast‑paced, multi‑tasking, team‑based environment; contributing to process improvement; taking responsibility for personal attendance and development; demonstrating HMPO values; adhering to HMPO policies; working flexibly and supporting other operational colleagues; and resolving customer problems fairly and effectively to improve the customer experience.
Essential Criteria
* This role is suitable for someone who has a passion for delivering excellent customer service and wants to make a difference.
* Experience in providing excellent customer service, focusing on first‑time resolution.
* Ability to understand customers’ needs and expectations through listening and asking questions.
* Ability to place the customer at the centre of operations and resolve queries at first contact.
* Excellent written and oral communication skills.
* Confidence in managing potentially difficult and challenging situations.
* Flexibility in the approach to work and ability to perform a range of multi‑skilled duties.
* Proficiency in the Microsoft Office packages.
Training
No annual leave during first five weeks for training. Clearance level (to be applied for by Brook Street upon a successful application): DBS + CTC.
Role Specific Requirements
Must hold a valid passport and have lived in the UK for longer than three years. A period of six months or longer spent outside the UK in the last three years will not be accepted. Security clearance will be processed if the application is successful. Brook Street supports the Armed Forces Covenant and guarantees interviews to veterans and spouses/partners of military personnel who meet the essential criteria. As a Disability Confident Leader and holder of the Gold Award from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework, will offer a guaranteed interview with a PSR sourcer. Candidates with a disability and/or veterans or military spouses are encouraged to register their interest via the Brook Street website.
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