We’re Advertising 500 Customer Service Roles - JOBS NOW CLOSED - Home Office Careers

We’re advertising for 500 Administrative Officers to work in our Customer Services Group in 30 locations across the country. You can learn more about these roles, including how to apply, below.

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. Customer Services Group brings together Asylum & Protection, His Majesty’s Passport Office 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.

You can also view a version of this video with audio description.

Our vision is for everyone, no matter their role, to be able to make decisions that will help place our customers’ needs at the centre of what we do. Our priorities are to ensure that customers’ voices are heard and that we strive to improve

Our customers range from UK citizens applying for passports to foreign nationals wishing to come to/stay in the country for visits, work, study or to be with family or seek refuge as asylum seekers.

Our roles are challenging and complex, as we seek to safeguard the vulnerable and their host communities whilst ensuring our borders are safe and controlled.

About the campaign

We are recruiting for administrative roles across our Customer Services Group. In all these roles you will work to clear guidance and frameworks. You will also be expected to maintain and ensure high quality of service is delivered to customers. 

If you are successful, you will be posted to a role according to geographical location and business need. Due to the scale of the campaign, we will be unable to ask your preference regarding the type of role we offer you. However, the majority of roles on offer are similar. We have listed all of our locations below; the number of roles available in each location will vary. 

Training will be provided for all roles. Part-time and flexible working roles are available, but for the majority of roles there will be an initial full time training requirement. 

Hybrid working

The roles available will vary between a requirement to be fully office-based and hybrid working. Where hybrid working is available, it enables employees to work a minimum of 40% of their time at their designated office, and up to 60% from home. Please be aware that, whilst some hybrid roles may be available, this is not guaranteed and you should be willing, from the outset, to attend the office 100% of your working hours if your role requires this.   


We offer competitive starting salaries, along with a Civil Service Pension with employer contribution rates of at least 26.6%, as well as a range of other brilliant benefits including flexible working and 25 days annual leave on appointment, rising with service.

Find out more about some of the other benefits we offer.

Meet the Team

We will be holding online recruitment Q&A events via Microsoft Teams Live at the dates and times shown below. Clicking on the relevant link below will take you to a page where you can register for the event. There is no requirement to attend an event in order to apply for these roles.

More about the roles

Three members of Home Office staff around a PC
    • Bedford
    • Belfast
    • Birkenhead
    • Birmingham
    • Bootle
    • Cardiff
    • Corby
    • Croydon
    • Dover
    • Durham
    • Feltham
    • Glasgow
    • Harmondsworth
    • Hemel Hempstead
    • Leeds
    • Liverpool
    • London
    • Manchester
    • Newcastle upon Tyne
    • Newport
    • Peterborough
    • Plymouth
    • Portishead
    • Portsmouth
    • Ramsgate
    • Salford
    • Sheffield
    • Solihull
    • Southport
    • Stoke
    • National: £22,400
    • London: £26,400
    • Able to use IT systems.
    • Make accurate decisions by following guidance.
    • Able to work effectively both independently and as part of a team.
  • Your duties could include:

    • Making well informed decisions for our customers.
    • Providing support by undertaking a range of administrative tasks such as: file movement and tracking, logging correspondence, monitoring electronic inboxes, issuing letters and dealing with customer enquiries.
    • Scanning and digitising supporting evidence supplied by customers and updating relevant databases/files.
    • Ensuring case files are decision ready for casework, appeals or removal processes.
    • Telephone call handling/booking appointments.
    • Escorting customers, conducting face to face identity interviews and facilitating language analysis interviews.
    • Working closely with colleagues and contributing to maintaining a comprehensive database of freelance interpreters.

    Additional duties within the scope of the grade may vary dependant on business needs and the specific team where you are placed.

  • We will assess you against these behaviours during the selection process:

    • Delivering at pace
    • Working together
  • This vacancy uses Success Profiles and will assess your Strengths, Ability, Experience and Behaviours. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

    You will submit your application through the online civil service recruitment portal: Civil Service Jobs.

    1.    Online test

    After submission of the first stage of your application you will be invited to complete the Civil Service Verbal Reasoning Test. If you pass this test, you will be invited to complete the next stage of the application. Find out more about Civil Service Online tests

    2.    Personal Statement

    The second stage of the application process is to complete a personal statement of no more than 500 words explaining concisely how you meet the essential criteria outlined in this advert.

    3.    The interview

    If you are successful at sift stage, you will be invited to an interview which will use a mixed approach of strength- and behaviour-based questions. Your interview will be via Launch pad, which is a virtual platform. A full explanation of how this works will be provided to you, but you will need to have access to a laptop or computer with a working webcam and good Internet access.

    Strength based questions seek to find out what people enjoy and when they are at their best. They are less about what they can do. There are no right or wrong answers to these questions. It is important that you answer the questions as openly and honestly as you can, thinking about the kind of work that you enjoy doing and the role you are applying for.

  • The closing date for applications is 23:55 on Monday 21 November 2022

  • If you are interested in one of these roles, please apply using the button below.

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