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.
We’re recruiting 50 Administrative Officers to join our Customer Service Group and the closing date for applications is 16th June 2025.
You’ll receive a salary of £26,750 (National) or £30,750 (London) plus a host of employee benefits.
The Customer Services Group brings together Asylum & Human Rights Operations, Asylum Support, Accommodation, Resettlement, and Asylum Returns & Transformation, Passports, Citizenship & Civil Registration, Customer Operations Support Services and Visa Status & Information. As a major operational arm of the Home Office, we play a vital role in supporting the economy and cultural life of the UK.
About the role
We are recruiting for all departments within Customer Service Group, covering both His Majesty’s Passport Office and UK Visas and Immigration.
Each role will require you to make decisions that will help place our customers’ needs at the centre of what we do. So, if you are inquisitive, enjoy working in a fast-paced environment and take pride in delivering a high quality of customer service, then these roles could be right for you.
The role you’ll be posted to will depend on the business needs at the time of onboarding. While we are unable to accommodate individual role preferences, most positions share similar responsibilities. Please refer to the ‘Role Responsibilities’ section below for a clearer understanding of the type of work you can expect.
Working Arrangements
This role is available on a full-time basis and is office-based. Full-time hours are 37 hours per week (Monday to Friday between the core working hours of 7am to 7pm.)
We also 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 notify the vacancy holder as soon as a provisional offer of employment is made, to explore whether this can be accommodated at your selected location.
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 all employees will be expected to spend a minimum of 60% of their working time in an office.
Different roles will require varying levels of office attendance. Some roles offer a minimum of 60% office attendance whilst others require 100% office attendance.
Training
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.
Meet the team
You can learn more about our work and ask questions at our one of our Administration Officer online events. Sign up below to secure your place on Eventbrite.
Thursday 5th June 18:00 – 18:45
Tuesday 10th June 13:00 – 13:45
This is your opportunity to hear what working in this role is really like on a day-to-day basis, and you’ll be provided with hints and tips to help you write your application.
Benefits
- Civil Service Pension with employer contribution rates of 28.97%
- In-year reward scheme for one-off or sustained exceptional personal or team achievements
- Full training, along with access to development opportunities to help you grow in your career
- 25 days annual leave on appointment, rising with service to 30 days
- Eight days of public holidays, plus one additional privilege day
- An environment with flexible working options and a culture encouraging inclusion and diversity
Find out more about some of the other benefits we offer.
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- Belfast
- Croydon
- Durham
- Liverpool
- Newcastle
- Peterborough
- Salford
- Sheffield
- Southport
- Stoke-On-Trent
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The Administrative Officer role responsibilities could include, but are not limited to:
- 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
- Able to demonstrate sound interpersonal, communication and relationship-building skills and thrive working as part of a team.
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The successful candidate must be able to demonstrate:
- Good written communication skills.
- Good verbal communication skills
- IT skills
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We’ll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Making Effective Decisions
- Delivering at Pace
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This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. Watch our Success Profiles video to learn more.
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 first be asked to confirm your eligibility by providing some basic personal information.
After submission of this first stage, you will be invited to complete the Civil Service Verbal Reasoning test(s).
- Online Test
If you successfully pass the Verbal Reasoning test(s), you will be invited to complete the full application form. Online test must be completed 48 hours.
If you fail to complete the online test or full application before the deadline your application will be withdrawn. If you successfully pass the test, you will be invited to complete the final stage of the application. Guidance for the Civil Service test(s) will be available when you are invited to complete this.
You cannot complete the tests on a mobile phone or tablet.
- Application
As part of the application process, you will be asked to complete:
- A Personal Statement with a maximum of 250 words.
The Personal Statement should be aligned to and demonstrate how you meet the skills and experience set out in the essential criteria.
For guidance and information on how to construct your application (CV, Personal Statement and Behaviours), visit the Civil Service Careers website. You can also watch our Personal Statement video for some more tips.
- Sift
The sift will be held on the Personal Statement.
IMPORTANT NOTE: you are required to detail your preferred locations from the available options. If you do not choose a preference, you will be posted into any of the locations in accordance with business requirements.
- Interview
If you are successful at sift stage, you will be invited to an interview that will consist of Behaviours and Strength based questions.
The interview will be conducted on a video platform provided by VidCruiter. This is a virtual platform where the interview questions have been pre-recorded. You will be asked a set of Behaviour based questions on the three Behaviours included within this advert and Strength based questions.
For guidance and information on what to expect and how to prepare for an interview, you visit Civil Service Careers.
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If you are interested in this role, please apply using the button below.
