Administrative Officer

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, 37hr pr/w, 9am -5pm 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. 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. 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. 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.

Essential Criteria
· This role is suitable for someone who has a passion for delivering excellent customer service; working in a team to deliver tangible, timely results and wanting to make a difference to meet the needs of the public.

· Have experience in providing excellent customer service, with a focus on resolving queries first time through effective use of appropriate communication channels.

· Can gain a clear understanding of customers' needs and expectations by listening and asking questions to deliver a high-quality service.

· Can place the customer at the centre of operations and work to resolve customer queries at the first point of contact.

· 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.

· Proficient in the use of Microsoft Office packages.
Training:
No annual leave during first 5 weeks for training period 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 3 years. Please note that period of 6 months or longer spent outside of the UK in the last 3 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.