We are currently recruiting for Resolution Centre Customer Service Officer roles at Administrative Officer (AO) grade to join our team in Liverpool.

AO Customer Service Officers are contact centre staff based in the Resolution Centre. They are responsible for handling multiple calls, emails, and webchat queries in relation to the EU Settlement Scheme, eVisas and electronic travel authorisation (ETA). Customer Service Officers will support general customers of varying nationalities requiring advice on how to apply, application updates, digital status enquiries and questions around rights to work and rent.

As an AO Customer Service Officer you will be multiskilled, working on various workstreams each day dependent on customer demand. No two days are ever the same so the perfect candidate will need to have a flexible, "can-do" attitude towards their work.

This is the perfect opportunity for those who are passionate about customer service and thrive in a fast paced contact centre environment.

Working Patterns

The available shift pattern is Monday to Friday 08:45 – 17:09 (37 hours with a one-hour lunch).

The roles are Liverpool based and a minimum 60% weekly office attendance is required which is scheduled on rotation.

Key Responsibilities

As a Customer Service Officer, you will be given full comprehensive training. Once fully trained you will be empowered to resolve all customer enquiries in a ‘once and done’ approach.

Please note that 100% office attendance is required during the training and consolidation period which consists of two weeks classroom training then a further consolidation period.

Your role will include:

• Answering phone calls and responding to simultaneous webchat and email enquiries in a polite and professional manner;
• Providing a complete and informed response on first contact to all customers;
• Reviewing customer information, including information provided as part of their application; assessing any further actions they may need to take and advising customers appropriately;
• Accurately inputting all necessary information on internal IT systems within required timelines so that customer contact is recorded; routing contact appropriately based on the information you receive;
• Taking responsibility for your own development needs, proactively maintaining and building your knowledge of relevant subjects following training;
• Committing to continuous improvement with willingness to take responsibility for identifying and/or implementing improvements.

Pay and Allowances

Those new to the Civil Service will have a starting salary of £26,750 for these roles.

Training and Development

You will receive full training and support to undertake this role.

Training takes place initially in a classroom environment, onsite in The Capital Building Liverpool. This is for a 2-week period, Monday – Friday, 9.00 – 17.00.

We do ask that no leave / appointments are arranged during this initial 2-week period.

This will be followed by consolidation of learning ‘on the job’, in a training bay environment, supported by experienced colleagues and agents. This also takes place onsite, the length of time will vary, depending on working pattern.

This specific ‘on the job’ mentoring period includes observing experienced agents, followed by dealing with customer contact supported by experienced agents, with a view to you then dealing with contact independently.

There is a sign off process, which involves assessment of contact handled. Once the required number of assessments have met the required standard, you will then join your team, as an operational agent.

Even when you are signed off as a competent agent, you will not be alone. There is always support available from colleagues, who can offer guidance and advice.

We are currently recruiting for Resolution Centre Customer Service Officer roles at Administrative Officer (AO) grade to join our team in Liverpool.

AO Customer Service Officers are contact centre staff based in the Resolution Centre. They are responsible for handling multiple calls, emails, and webchat queries in relation to the EU Settlement Scheme, eVisas and electronic travel authorisation (ETA). Customer Service Officers will support general customers of varying nationalities requiring advice on how to apply, application updates, digital status enquiries and questions around rights to work and rent.

As an AO Customer Service Officer you will be multiskilled, working on various workstreams each day dependent on customer demand. No two days are ever the same so the perfect candidate will need to have a flexible, "can-do" attitude towards their work.

This is the perfect opportunity for those who are passionate about customer service and thrive in a fast paced contact centre environment.

Working Patterns

These are part time roles available for the following shifts (18.5 hours):

Shift E

• Sunday 09:15-16:45
• Monday 16:00-20:00
• Tuesday 16:00-20:00
• Wednesday 16:00-20:00

Shift F

• Wednesday 16:00-20:00
• Thursday 16:00-20:00
• Friday 16:00-20:00
• Saturday 09:15-16:45

The roles are Liverpool based and a minimum 60% weekly office attendance is required which is scheduled on rotation.

Key Responsibilities

As a Customer Service Officer, you will be given full comprehensive training. Once fully trained you will be empowered to resolve all customer enquiries in a ‘once and done’ approach.

Please note that 100% office attendance is required during the training period which consists of a minimum of two weeks classroom training. After this there will be a consolidation period which may be on your requested shift pattern. Your role will include:

• Answering phone calls and responding to simultaneous webchat and email enquiries in a polite and professional manner;
• Providing a complete and informed response on first contact to all customers;
• Reviewing customer information, including information provided as part of their application; assessing any further actions they may need to take and advising customers appropriately;
• Accurately inputting all necessary information on internal IT systems within required timelines so that customer contact is recorded; routing contact appropriately based on the information you receive;
• Taking responsibility for your own development needs, proactively maintaining and building your knowledge of relevant subjects following training;
• Committing to continuous improvement with willingness to take responsibility for identifying and/or implementing improvements.

Pay and Allowances

Those new to the Civil Service will have a starting salary of £26,750 for these roles.

Training and Development

You will receive full training and support to undertake this role.

Training takes place initially in a classroom environment, onsite in The Capital Building Liverpool. This is for a 2-week period, Monday – Friday, 9.00 – 17.00.

We do ask that no leave / appointments are arranged during this initial 2-week period.

This will be followed by consolidation of learning ‘on the job’, in a training bay environment, supported by experienced colleagues and agents. This also takes place onsite, the length of time will vary, depending on working pattern.

This specific ‘on the job’ mentoring period includes observing experienced agents, followed by dealing with customer contact supported by experienced agents, with a view to you then dealing with contact independently.

There is a sign off process, which involves assessment of contact handled. Once the required number of assessments have met the required standard, you will then join your team, as an operational agent.

Even when you are signed off as a competent agent, you will not be alone. There is always support available from colleagues, who can offer guidance and advice.

The position is for an Executive Officer Caseworker within the Flexible Deployment Team (FDT) as part of Workforce and Services Support (WSS).

FDT’s purpose is to deploy resource on a temporary basis to business areas within Customer Services Group (CSG) experiencing surges in intake or demands outside of their control. These roles provide opportunities for staff to become multi-skilled in various workstreams and IT systems. The role involves working with different teams and business areas within Customer Services. It will differ each year and the average number of deployments across a calendar year can vary but you will remain with FDT as your home team.

The work covers wide ranging duties including casework consideration, applicant interviewing, telephony work, admin work, along with other admin type roles within these areas. Our support thereby improves the customer journey by making quality, timely decisions and develops a culture where customers are treated as individuals, with respect and empathy, irrespective of the outcome.

Caseworkers need to be comfortable working in a dynamic office environment. This is a fast-paced diverse role, and caseworkers handle short notice changes in workstreams and priorities, whilst ensuring they maintain high quality and meet performance measures.

Caseworkers must possess excellent organisation and communication skills and can have the ability to pick up new information in a rapidly changing environment. They need to be both adaptable and flexible, and able to work under pressure often to tight timescales.

Reporting to a Higher Executive Officer Team Leader, the Caseworker’s responsibilities include, but are not limited to:

• Delivering exceptional case working skills covering a wide range of duties including casework consideration, applicant interviewing, telephony work, admin work, along with other admin type roles within these areas.
• Delivering high quality outputs in line with Operational Targets and Quality Assurance frameworks.
• Collaborating across the Customer Service Group and building experience and resilience.
• Improving efficiency by acting as a fresh pair of eyes on new workstreams, contributing to the sharing of best practice.
• Possessing a sound knowledge of equality and an appreciation of cultural differences.

Essential Criteria

• Able to analyse and use a range of relevant, credible information from internal and external sources to support decisions.
• Ability to deal with complex decisions with minimal supervision.
• Be flexible and adaptable while working at pace.
• Excellent written and verbal communication skills.
• Comfortable working in a dynamic office environment whilst ensuring consistently high quality and performance.

Working Patterns

This post is open on a full time/part time and flexible working basis; however, hours will be agreed to meet business need.

We encourage applications from candidates who wish to work part-time; however, part-time opportunities cannot be guaranteed and are subject to the requirements of the role and business. Candidates wishing to work part-time should discuss this with the vacancy holder following successful completion of pre-employment checks, to explore whether this can be accommodated at your selected location.

Pay and Allowances

Those new to the Civil Service will have a starting salary of £30,000 for these roles.

Training

Training and mentoring will be provided for each deployment, some of which may be face to face. As a result, candidates may be required to work full time and be 100% office based for the duration of all training and mentoring periods.

We are currently recruiting for Asylum Registration Officer roles, to join our team in Croydon.

The Croydon Intake Unit (CIU) primarily manages in-country asylum claims from those wishing to register their asylum claim whilst already within the UK, through an appointments-based system. Our claimants contact the Asylum Registration Appointment Line (ARAL) to book an appointment to claim asylum. During each appointment, the team conduct identity checks and complete a short asylum screening interview and claimants are issued with Immigration paperwork. We also provide a walk-in service for those who are destitute, ensuring accommodation and support is provided to vulnerable claimants. We interview claimants respectfully and professionally and without bias, investigating as required to elicit all relevant information.

There may be occasions that require you to work at other locations, therefore you may need to undertake some UK travel. Overnight stays may be necessary, and we will aim to give you notice of at least 2 weeks.

The main role of the EO within the CIU is to deliver a front facing operation, conducting asylum screening interviews for single adults, family units and unaccompanied asylum-seeking children, fully registering asylum claims, handling sensitive safeguarding concerns and conducting accommodation needs assessments.

You will support your managers in providing a high quality, efficient and professional service to all claimants and stakeholders, ensuring all service standards are being met.

You may have line management responsibility for AOs within your team, and will be expected to provide them with direction, guidance, and opportunities. You will contribute to identifying areas of improvement and driving forward ideas to make positive change.

You will be required to wear uniform when on duty; this will all be provided. Staff must ensure that their uniform is worn correctly, in line with uniform standards and kept clean and well presented. Uniformed staff represent their organisation at all times and should ensure that their dress and personal appearance reflects this responsibility.

Audio Description

Working Patterns

These posts are subject to Annualised Hours Working (AHW). AHW is an attendance system in which you are required to work a set number of hours in a year rather than in a day or week. Within that, managers will ask you to work a flexible number of hours each day or week. This can include some weekday evenings and at least 1 Saturday per month, depending on the needs of the business and within restrictions of the working time regulations.

Please note – as this is a face-to-face role, it is primarily office-based with the general expectation of 100% office attendance. You will be accepting this offer on this basis. However, there may be occasional opportunities for remote working which is based on operational business needs.

Part time working can be considered but must be a minimum of 3 days per week (totalling 22 hours and 12 minutes). Part time staff will still need to work the full length/range of the shifts on the days that they are assigned to work under AHW. As these roles are shift working roles, they are not suitable for fixed-hours working.

Under AHW terms and conditions, there will be occasions where your shift may be changed, extended, or ended at very short notice as part of your contractual agreement.

Please ensure you are able to commit to these working arrangements when applying for these posts as the roles are not suitable for fixed-hours or flexible working and we will be unable to transfer successful candidates into alternative roles.

Key Responsibilities

Duties could include but would not be limited to:

• Conducting face-to-face asylum screenings, enabling asylum claimants to register their claims at a location closest to them.
• Possible management of daily workflow, ensuring claimants are being dealt with efficiently, professionally and within service standards. Liaising with duty managers should issues arise, identifying solutions and putting plans in place to rectify them.
• Identifying safeguarding concerns providing guidance and support when required.
• Supporting managers in embedding change, encouraging staff, and actively helping to drive forward Operational Excellence.
• Continually identifying ways to improve customer service and the customer journey, placing the customer at the heart of everything we do. Resolving customer concerns, as required.
• Additional duties within the scope of the grade will vary dependant on business needs. Public-facing work is fast-paced, interesting and varied; but can, at times be pressurised so an ability to be flexible and prioritise is important.

Pay and Allowances

Those new to the Civil Service will have a starting salary of £34,000 for these roles.

These posts are subject to Annualised Hours Working (AHW). AHW is an attendance system in which you are required to work a set number of hours in a year rather than in a day or week. Within that, managers will ask you to work a flexible number of hours each day or week. This can include some weekday evenings and at least 1 Saturday per month, depending on the needs of the business and within restrictions of the working time regulations.

Your AHW rate will be confirmed when you are appointed and will be paid as a percentage of your salary. The AHW rate is reviewed yearly and is currently up to 19.9% for CIU.

AHW is comprised of various elements that may include a Rostered Shift Allowance, Flexibility of shifts and to work a minimum of 176 Premium (weekend) hours. This is based on someone working full time, it will be pro rata for part-time. These rates are subject to review.

Please note – as this is a face-to-face role, it is primarily office-based with the general expectation of 100% office attendance. You will be accepting this offer on this basis. However, there may be occasional opportunities for remote working which is based on operational business needs.

Part time working can be considered but must be a minimum of 3 days per week (totalling 22 hours and 12 minutes). Part time staff will still need to work the full length/range of the shifts on the days that they are assigned to work under AHW. As these roles are shift working roles, they are not suitable for fixed-hours working.

Under AHW terms and conditions, there will be occasions where your shift may be changed, extended, or ended at very short notice as part of your contractual agreement.

Please ensure you are able to commit to these working arrangements when applying for these posts as the roles are not suitable for fixed-hours or flexible working and we will be unable to transfer successful candidates into alternative roles.

Training and Development

New starters will have an approximately 4-week training pathway, depending on whether you are brand new to the Civil Service or if you are an internal candidate. Training will be tailored to fit your individual needs, with completely new staff expected to attend a classroom-based course, with on-the-job shadowing/mentoring. Candidates are expected to attend training on a full-time basis.

You will also be required to attend, and pass, level 2 personal safety training. This is an initial 2-day course that could be held in any location around the UK, followed by yearly refreshers.