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, Visas and Citizenship (V&C), His Majesty’s Passport Office (HMPO), and the General Register Office (GRO). We take a customer-led approach to delivering services, whilst always maintaining robust security controls. We are a team of over 14,000 and work with over 13 million customers annually.
We’re recruiting 145 Customer Service Officers to work in our Resolution Centre in Liverpool. Customer Service Officers are responsible for handling multiple calls, emails and webchat queries in relation to the EU Settlement Scheme, eVisas and electronic travel authorisation (ETA). The Customer Service Officer role is at the Civil Service Administrative Officer (AO) grade.
The closing date for applications is 23:55 on Monday, 7th April, 2025.
Working Arrangements
The roles on offer are both full-time and part time, including evening and weekend shifts, with a minimum 60% weekly office attendance required which is scheduled on a rotation. Further details on the available working patterns are set out on the job advertisement.
Training
You will be given comprehensive training. Once fully trained you will be empowered to resolve all customer enquiries efficiently and professionally.
Please note that 100% office attendance is required during the training and consolidation period.
Meet the team
We will be holding webinar sessions in which you can learn more about the role. You will also hear from Customer Service Officers sharing their experience of the role and the training and support that is available when working in the Resolution Centre.
The event is not mandatory but is a great way to learn about the vacancy.
The events will be held on:
Benefits
- Salary £26,750 for full time roles (pro-rata for part time roles)
- An employer pension contribution of 28.97%.
- Full training to help you to resolve all customer enquiries
- In-year reward scheme for one-off or sustained exceptional personal or team achievements.
- You’ll work as part of a team where there is always someone around for advice and support.
- 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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As a Customer Service Officer in the Resolution Centre no two days are ever the same as you will be trained on multiple workstreams and systems. You will be working in a fast paced, customer service-based environment.
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.
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The closing date for this role is 23:55 on 7 April 2025.
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Find out more and apply on our role microsite.
