Administrative Officer – Customer Services Group (Home Office)
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, is looking for an Administrative Officer to support the Passport Office.
Duties & Responsibilities
* Provide outstanding customer service by resolving telephone and e‑mail enquiries related to passport applications within established service timescales.
* Give advice and guidance on complex nationality, eligibility and procedural enquiries, safeguarding the customer experience through effective implementation of standards, policies and processes.
* Develop and maintain knowledge of legislation, policy, procedure and security guidelines.
* Investigate and follow up queries using all available information, systems and tools.
* Work effectively in a fast‑paced, multi‑tasking, team‑based environment to achieve team goals and targets.
* Contribute to the development and improvement of team processes.
* Take responsibility for personal attendance, performance and development.
* Demonstrate and promote HMPO values; adhere to HMPO policies and procedures.
* Work flexibly and provide support to other operational colleagues/areas as required.
* Resolve customer problems fairly and effectively, seeking continuous improvement of the customer experience.
Essential Criteria
* Passion for delivering excellent customer service and a team‑oriented approach.
* Experience resolving queries first time through effective communication channels.
* Ability to understand customers' needs and expectations by listening and asking questions.
* Commitment to placing the customer at the centre of operations and resolving queries at first contact.
* Excellent written and oral communication skills.
* Confidence in managing potentially difficult and challenging situations.
* Flexibility and ability to perform a range of multi‑skilled duties.
* Proficiency in Microsoft Office packages.
Additional Requirements
* No annual leave during the first 5 weeks of the training period.
* Clearance level: DBS + CTC (to be applied for by Brook Street on successful application).
* Must hold a valid passport and have lived in the UK for longer than three years – no period of six months or longer spent outside the UK in the last three years will be accepted.
* Will undergo security clearance processing if successful.
Inclusion & Diversity
Brook Street supports the Armed Forces Covenant and guarantees interviewers to veterans or spouses/partners of military personnel who meet all essential criteria.
As a Disability Confident Leader and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street – a supplier to the Public Sector Resourcing Framework (PSR) – offers a guaranteed interview with a PSR Sourcer for suitable candidates. If you identify as a candidate with a disability, veteran or spouse/partner of military personnel, please register your interest via the Brook Street website.
In cases of a high volume of ex‑military candidates who meet the essential criteria, Brook Street will interview the best candidates from within that group.
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