This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
Home Office - Administrative Officer. Administrative Officer - Customer Services Group. Brook Street in partnership with the Home Office has a fantastic opportunity to join their team as an Administrative Officer - Customer Services Group.
Job Responsibility:
Providing outstanding customer service in resolving all telephone and e-mail enquiries relating to Passport applications within established service timescales
Providing advice and guidance on a range of complex nationality, eligibility and procedural enquiries
Safeguarding the customer experience through effective implementation of standards, policies and processes
Developing and maintaining knowledge of legislation, policy, procedure and security guidelines
Providing timely and excellent customer service, remaining authentic, compassionate and professional
Investigating and following up queries using all information, systems or work tools available
Working effectively within a fast-paced, multi-tasking, team-based environment to achieve team goals and targets
Contributing to the development and improvement of team processes
Taking responsibility for one's own personal attendance, performance and development
Demonstrating and promoting HMPO Values in all areas of work
Adhering to and complying with HMPO policies and procedures
Working flexibly and providing support to other operational colleagues/areas as required
Resolving customer problems fairly and effectively seeking to improve the customer experience through continuous improvement
Requirements:
Passion for delivering excellent customer service
Experience in providing excellent customer service with a focus on resolving queries first time
Ability to gain a clear understanding of customers' needs and expectations
Ability to place the customer at the centre of operations and resolve queries at first contact
Excellent written and oral communication skills
Ability to confidently manage potentially difficult and challenging situations
Flexible approach to work and ability to perform a range of multi-skilled duties
Proficient in the use of Microsoft Office packages
Must hold a valid passport
Must have lived in the UK for longer than 3 years (periods of 6 months or longer spent outside the UK in the last 3 years not accepted)
Security clearance will be processed for successful candidates
No annual leave during first 5 weeks for training period
What we offer:
Guaranteed interview for veterans or spouses/partners of military personnel who meet essential criteria
Guaranteed interview for candidates with a disability who meet essential criteria