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.
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.
We’re recruiting to fill 75 posts at locations across the UK. The roles successful candidates will be posted to will depend on the business needs at the time of onboarding. Candidates will not be given the option to choose between roles. The closing date for applications is 23:55 on Monday, 17th March, 2025.
Each role will require you to make decisions placing our customers’ needs at the centre of what we do. 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.
Working Arrangements
Full-time hours are 37 hours per week (Monday to Friday between the core working hours of 7am to 7pm).
We 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 discuss this with the vacancy holder following successful completion of pre-employment checks, 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 employees will be expected to spend a minimum of 60% of their working time in the 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 one of our online events:
This is an opportunity to hear first-hand what work in these roles is like on a day-to-day basis as well as to hear hints and tips to help you with your application.
Benefits
- Salaries of £30,000 – £35,700
- 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.
-
Belfast, Cardiff, Croydon, Durham, Feltham, Glasgow, Leeds, Liverpool, London, Newcastle-upon-Tyne, Newport (Gwent), Peterborough, Portishead, Salford, Sheffield, Solihull, Southport, Stoke-on-Trent, Harmondsworth, Hounslow
-
Your duties could include but are not limited to:
- Providing accurate information in a professional and helpful manner by collecting and assessing relevant data and information from various sources.
- Prioritising workloads in accordance with operational procedures to achieve targets and standards and updating systems accurately within agreed timeframes.
- 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.
- Using feedback from a variety of stakeholders to assist in identifying any learning and development to be fully efficient in the role.
- Demonstrating sensitivity, emotional resilience and understanding of the needs of vulnerable customers throughout the process.
If posted to a line management role you may also be required to:
- Lead a team to deliver a good customer service, whilst carrying out the required management functions to fully support the team.
- Be accountable for managing performance, attendance and conduct in line with HR policies.
- Manage the workflow of an operational team.
-
• Analysing different information sources to make appropriate decisions.
• Clear and effective written communication skills.
• Strong verbal communication skills with the ability to deliver messages appropriately. -
We’ll assess you against these Behaviours during the selection process:
- Making Effective Decisions
- Communicating & Influencing
- Leadership
-
This vacancy will be using Success Profiles, and we will assess your Behaviours, Strengths, Ability and Experience. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
You can learn more about Success Profiles in this short ‘how to’ video.
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.
Please complete the online test as soon as possible (within 24-48 hours is recommended), the closing date for the test is 17 March 2025.
If you pass the test, you will be invited to complete the final stage of the application.
You cannot complete the tests on a mobile phone or tablet.
PLEASE NOTE – There will be scheduled maintenance for online tests during the early evening of Sunday 9th March where the Verbal Reasoning Test will likely be unavailable.
Interview (week commencing 14th April)
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. To find out more about Strength based questions click here: Success Profiles: Strengths – GOV.UK
For guidance on how to construct your Behaviour examples, you are encouraged to visit Civil Service Careers, click here Behaviours
The interview will be via a pre-recorded interview using VidCruiter (virtual Interview).
You will be required to show and upload photo identification (e.g. current passport/driving licence) at the end of your virtual interview recording, so please have this ready.
This is a rolling recruitment campaign which means we will be sifting as soon as possible, and VidCruiter interviews will be arranged after completion of the sift.
Details of the date of the interviews will be provided to candidates as soon as possible after the sift is completed. Due to the size of this campaign, the sift and interview stages may take several months to complete.
-
The closing date for this role is 23:55 on 17 March 2025
-
