We’re Advertising Customer Services Roles - 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. We’re advertising 900 jobs in our Customer Services Group. You can learn more about these roles, including how to apply, below.

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 or 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 Executive Officers across Customer Services, and in all these roles you will work to clear guidance and frameworks. You will also be expected to ensure a high quality 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. 

Where we are not in a position to offer posts immediately, we will place candidates who meet the standard on a reserve list for up to 12 months. A reserve list may be created for other similar roles for a period of 12 months. Selection will be in Merit Order to fill the same role or similar roles with closely matching essential criteria and Success Profile elements without further assessment. 

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

Two members of Home Office staff at a laptop

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.   

Benefits

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 hosting a series of 6 one-hour events in which Home Office staff will share their experiences of the recruitment process. They will talk about the online tests, give hints and tips for writing a strong personal statement and discuss how to get the best out of your interview. The events are not mandatory but are a great way to learn about our recruitment process. 

You will need to pre-register on EventBrite by clicking on one of the links below (the content is the same for each event, so you only need to join one).

More about the roles

Member of Home Office staff smiling
    • Bedford
    • Belfast
    • Birmingham
    • Cardiff
    • Corby
    • Croydon
    • Durham
    • Feltham
    • Glasgow
    • Harmondsworth
    • Hemel Hempstead
    • Leeds
    • Liverpool
    • London
    • Manchester
    • Newcastle upon Tyne
    • Newport
    • Peterborough
    • Portishead
    • Portsmouth
    • Plymouth
    • Salford
    • Sheffield
    • Solihull
    • Southport
    • Stoke
    • National: £25,750 – £27,650
    • London: £29,750 – £31,950
    • Previous experience and use of IT systems such as Microsoft Office to complete tasks
    • Good written and verbal communication skills
    • The ability to build customer relations
    • The ability to analyse and use a range of relevant, credible information from internal and external sources to support decisions.
  • Your duties could include:

    • Providing accurate information in a professional and helpful manner by collecting and assessing relevant data and information from various sources.
    • Using IT systems to conduct casework and administrative tasks and to update progress.
    • Working positively with internal and corporate partners and stakeholders.
    • Prioritising workloads in accordance with operational procedures to achieve targets and standards and updating systems accurately within agreed timeframes.
    • Using feedback from a variety of stakeholders to assist in identifying any learning and development to be fully efficient in the role.
    • Considering large amounts of information to fully inform the requirements of the role and to produce clear and correct outcomes.
    • Conducting interviews to the required Home Office standard ensuring all information necessary is obtained.
    • Demonstrating sensitivity, emotional resilience and understanding of the needs of vulnerable customers throughout the process.
    • Through your behaviour and ways of working help make Home Office an inclusive place where people can be their best.

    If posted to a line management role you may also be required to:

    • Lead teams to provide the best possible service to our customers and stakeholders whilst carrying out the required management functions to fully support the team.
  • We will assess you against these behaviours during the selection process:

    • Making effective decisions (lead behaviour)
    • Managing a quality service
    • Communicating and influencing
  • 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 tests

    After submission of the first stage of your application you will be invited to complete the Civil Service Verbal 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

    You will be asked to submit a Personal Statement of no more than 750 words explaining concisely what motivated you to apply for this role and give evidence of how you meet the Essential Criteria outlined above.

    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 25th October 2022

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

     

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