We're recruiting Customer Services roles across the UK - Jobs Now Closed - Home Office Careers

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 & Human Rights, 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. 

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. 

We deal with UK citizens applying for passports, as well as foreign nationals wishing to come to or stay in the country for visits, work, study or to be with family. We also manage claims from people seeking refuge as asylum seekers. 

The role you will be posted to will depend on the business need and priority at the time you gain full security clearance and pass pre-employment checks.  

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

We are recruiting,

Hybrid working

The roles available will vary between a requirement to be fully office-based and a combination of office and home based.

Where business needs allow, some roles may be suitable for a combination of office and home-based working.  This is a non-contractual arrangement where employees will be expected to spend a minimum of 60% of their working time in the office.

We cannot guarantee that the role a successful candidates may be posted to is able to accommodate an element of home working.  Therefore, candidates should be prepared from the outset to attend the office 100% of their time, if their role requires this.  Candidates will not be given the option to choose which role they are posted to.

More about the Administrative Officer roles


  • Salaries start from £24,800, or £28,800 in London  
  • Civil Service Pension with employer contribution rates averaging 27%.  
  • Full training and development opportunities to help you grow in your career.   
  • A secure career.
  • An environment with flexible working options and a culture encouraging inclusion and diversity.    
    • Bedford
    • Belfast
    • Cardiff
    • Dover
    • Feltham
    • Glasgow
    • Harmondsworth
    • Liverpool
    • London
    • Newcastle-upon-Tyne
    • Newport (Gwent)
    • Peterborough
    • Plymouth
    • Portishead
    • Portsmouth
    • Ramsgate
    • Salford
    • Solihull
    • Southport
    • Sheffield
    • Stoke-on-Trent
    • 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 queries.  
    • Scanning and digitising of customer supporting evidence 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 placed.  
    • Able to demonstrate sound interpersonal, communication and relationship-building skills and thrive working as part of a team.  
    • Good communication skills, both written and verbal.  
    • Be adaptable, organised and have a good attention to detail.  
  • We’ll assess you against these behaviours during the selection process:  

    Delivering at pace. 

  • This vacancy is using Success Profiles. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.  

    As part of the application process, you will be asked to complete a statement of suitability (personal statement) (maximum 250 words).  

    The Statement of Suitability should concisely explain, in no more than 250 words how you meet the Essential Criteriaas detailed above .  

    For guidance on how to construct your personal statement, you are encouraged to visit Civil Service Careers. Links – Statement 

    The sift will be completed on the Statement of Suitability (Personal Statement).  

    NOTE FOR CANDIDATES:  If your location preference is one of the London locations please select London as your preference. You will then, in a follow up question during the application, be asked to detail your preferred location from- London – 2 Marsham Street (2MS), London – Warehouse K, London – 28 Kirby Street in your application.  

  • If you are successful at sift stage, you will be invited to an interview which will be a blended approach of strength-based questions (no preparation necessary) and behaviour-based questions (preparation recommended).  

    Strengths are the things that you do regularly, do well and that motivate you. You can find out more about strength-based questions in this guidance note. For guidance on how to construct your behaviour examples, you are encouraged to visit Civil Service Careers. Links –Behaviours 

    The interview will be via a pre-recorded interview using Launchpad (virtual Interview). 

  • The closing date for this role is 23:55 on 9th November 2023. 

  • If you are interested in one of these roles, please apply.

    For roles in Liverpool click here. 

    For roles in Sheffield, click here 

    For roles nationwide including London click here. 


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