Job Description

Customer Service Management Team - Administrative Officer

Job Description
Administrative Officer
Location: Southport - General Register Office - PR8 2HH
60% Office 40% WFH attendance required scheduled by rota
Hourly rate: £13.85
Working Days/Hours: Monday to Friday - 10AM-6PM

Brook Street in partnership with the HMPO has a fantastic opportunity to join their team as an Admin Officer.

Experience Needed/desired:

• Have experience in providing excellent customer service with a focus on understanding customer needs and resolving queries first time.
• Have excellent written and oral communication skills.
• Are able to confidently manage potentially difficult and challenging situations.
• Are flexible in their approach to work and successfully perform a range of multi-skilled duties.

Desirable skills and experience:

• Proficient in the use of Microsoft Office packages

List the duties/ responsibilities:

• Providing outstanding customer service in resolving all telephone and e-mail enquiries relating to Passport application within the established service timescales.
• Providing advice and guidance on a range of, complex nationality, eligibility and procedural enquiries to customers of HM Passport Office, to safeguard the customer experience through the effective implementation of standards, policies and processes, or to provide advice and guidance on enquiries relating to Civil Registration.
• Developing and maintaining knowledge of legislation, policy, procedure and security guidelines.
• Providing timely and excellent customer service, remaining authentic, compassionate and professional to ensure the best possible interaction with our customers.
• 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.
• 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.

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.

To adhere without exception to Home Office Policies and Procedures

Training:
5 weeks training period. During training period 100% in the office & working hours 9am - 5pm.
Please note that no annual leave will be permitted in the 4 weeks.

Clearance level (to be applied for by Brook Street upon a successful application):
DBS + CTC

Role specific requirements:

You must hold a valid passport and must have lived in the UK for longer than 5 years. Please note that period of 6 months or longer spent outside of the UK in the last 5 years will unfortunately not be accepted. This role requires security clearance that will be processed for you, if successful.

Brook Street are proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.