Job Description

Role: Executive Officer
Location: Liverpool L2 9PP,
Working Hours: Full time, Monday to Friday: 9:00 to 17:00, 37 hours per week, on-site
Contract: Temporary, 6-months with the possibility of extension based on performance and demand
Pay rate: £14.50ph

Brook Street in partnership with the Home Office has a fantastic opportunity to join the Customer Services Group within the Home Office working as part of the Visas, Status, and Information Services command as an Executive Officer. Flexibility will be required over the type of role which might be Caseworking; Line Management; a mixture of both or other EO duties needed.

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.

The Customer Services Group brings together Asylum & Human Rights, Asylum Support and Dispersal, Asylum Accommodation Centres, Resettlement Group, Passports, Citizenship & Civil Registration, Customer Operations Support Services and UK Visas & Immigration. As a major operational arm of the Home Office, we play a vital role in supporting the economy and cultural life of the UK.

Visits and Electronic Travel Authorisation (VIETA) is part of Visas, Status and Information Services (VSI) within UK Visas & Immigration and is responsible for the following services:

• Visits: Responsible for the administration and decision making of new applications for all types of visitor visas from overseas as well as in country applications for extensions to visit visas. Visits also handle other assorted administrative functions around visas.

• Electronic Travel Authorisation (ETA): ETA are responsible for the operational processing of exceptions casework related to customers who have applied to obtain an ETA prior to travelling to the UK and the end to end customer journey of all ETA customers.

Successful candidates will be posted to either of the above teams, which have a variety of roles within different areas, as set out below.

Job responsibilities:
Variety of roles, may include but not limited to:

• Using complex guidance and policy to consider and make well-judged decisions on customer applications, considering a range of options
• Having responsibility for effective personal and team delivery, including strong time management and organisational skills.
• Delivering against timeliness and quality targets, providing excellent customer service
• Managing team mailboxes and drafting responses to correspondence and complaints
• Articulating complex decisions in a concise, clear manner verbally and in writing

If posted to a line management role you may also be required to:

• Supporting, motivating, and coaching colleagues to deliver performance of a high standard.
• Lead teams to provide the best possible service to our customers and stakeholders.
• Supporting staff in the development of their knowledge and skills, manage individuals in line Attendance, Conduct and Performance expectations

Skills needed:
Essential criteria:

• Being flexible and adaptable, reacting positively to changes in policies, processes and work environments & being able to support others.
• You will need to demonstrate a positive attitude and willingness to act as a line manager, undertaking the appropriate responsibilities to support and manage your team.
• Ability to professionally manage own caseload, and effectively handle sensitive cases.
• You should be able to demonstrate excellent written and verbal communication skills,
• Be comfortable managing performance, productivity and ensuring targets are met within the team, including leading challenging conversations with colleagues,
• Strong IT skills, including being proficient in the use of MS Office packages including Word, Excel, and Outlook

Desirable criteria:

• Experience within team management
• Experience within a professional working environment.

Why work with us?

• The opportunity to join and work in the public sector
• Exposure to a wide range of roles within the Customer Service Group
• We will help you to build experience, resilience, and networks to develop Your Career: Explore the exciting avenues within the Civil Service and elevate your professional journey.
• Join a professional and well-established working environment: Develop yourself in a fast paced yet immensely rewarding workplace where every day brings new opportunities
• Working in the heart of the Civil Service: Supporting delivery of departmental priorities and providing an excellent customer service.

Training

No holidays within the first 4 weeks. Virtual and/or face-to-face training will be delivered, and on-line/peer/manager guidance will be provided.

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.