Hi, my name is Elinor and I’m a Line Manager to a Customer Service Team, working in our Resolution Centre.
I have worked in the Home Office for 4 years and previously worked in the customer service industry for 10 years.
I wanted to work in a role where I could make a real impact, and the Home Office offers the opportunity to contribute to an important public service. UK Visas and Immigration appealed to me because it combines structured decision-making with customer service.
Previously, I studied international business management at university, and I always wanted to work in the public sector. My sister had recently started working at the Home Office and spoke highly of it, saying that it was a reputable organisation with meaningful work, so I decided to apply. The role also appealed to me because of its excellent benefits and flexible work environment.
As a Line Manager for a team of Customer Service Officers, I oversee daily operations, ensuring everyone is supported. I handle HR tasks, guidance on customer service interactions and ensure agent policy and process knowledge is kept to a high standard. Working in a customer service orientated environment, I find that every day is unique and varied in the challenges it presents. My staff have diverse needs, and I always endeavour to meet them, which can require different approaches; however, the core responsibilities remain consistent.
I enjoy working closely with my team, watching them grow, and ensuring they have job satisfaction. It’s very fulfilling to see them content and progressing onto more senior positions.
I’m also responsible for ensuring the team are rewarded for their achievements whilst they deliver excellent customer service. A happy and well supported team provides the best customer care.
My biggest commitment outside of work is caring for my one-year-old son. Working part-time allows me to have a good work-live balance, and I can adapt my hours if needed. The support I’ve received, whether that be for appointments or childcare has made it much easier for me to manage work and personal responsibilities.
One of the best benefits the Home Office offers is the career progression opportunities. After being encouraged by my manager, I applied for and secured a promotion. I was given plenty of support to settle in, and even though I was due to go on maternity leave just 6 months later, I was still given the opportunity.
I would recommend a career at the Home Office. The work and team environment are diverse, and it’s an incredibly supportive place to work. The benefits and flexibility make it a great place to build a career while balancing life outside of work.
