Flex Agent

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Liverpool

About the job

Job summary

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, Asylum Support and Dispersal, Asylum Accommodation Centres, Resettlement Group, Passports, Citizenship & Civil Registration, Customer Operations Support Services 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.

Executive Officer (EO) Resolution Centre Agents are responsible for handling calls, webchat queries, and emails in relation to EU Settlement Scheme, Future Borders and Immigration applications and provide digital status support. EO Resolution Centre Agents liaise predominantly with third parties such as Grant Funded Organisations and Solicitors along with the departments most vulnerable customers.

Job description

Key Responsibilities

• Communicate effectively and authentically with Government Funded Organisations/Supporting Organisations who possess an in-depth knowledge of Immigration Law and Policy.
• Go the extra mile for all customers, treating them fairly and honestly, managing expectations and taking ownership of customer queries to bring a resolution in a timely manner.
• Confidently deal with vulnerable and/or difficult customers. Manage customer complaints and display emotional intelligence together with empathy where appropriate.
• Work flexibly between multiple workstreams at pace, whilst demonstrating discipline in adhering to GDPR and internal processes.
• Have excellent written skills to be able to efficiently draft comprehensive email responses in plain English.
• Make decisions in complex cases based on the information supplied by the customer and, following appropriate checks, provide a complete and informed response on first contact to all customers.
• Support colleagues with complex queries and escalations where necessary.
• Proactively keep up to date with the most relevant policy and guidance.
• Exhibit excellent organisational and mailbox management skills.
• Champion inclusivity, embrace individual differences, and challenge discriminatory behaviours.
• Take responsibility for their own development needs, maintaining and building your knowledge of policies and processes.
• Actively participate in the Performance Management process by prioritising regular, development-focused check-ins with my line manager to ensure they are supporting the delivery of Home Office strategic objectives through the attainment of goals.
• Commit to continuous improvement with willingness to take responsibility for identifying and/or implementing improvements in-line with operational excellence; highlight problems and share best practice with colleagues, act on feedback provided by customers and share with team (listen, learn and act).
• Report to their Higher Executive Officer (HEO) team leader, delivering against quality and customer satisfaction targets, improving their performance by seeking and acting upon feedback.

Agents are also required to assist with training, escalations and complaints, safeguarding queries, along with mailbox management and support and coaching of Administrative Officer colleagues, with the expectation to complete other tasks when necessary.

Working Pattern

The full time shifts that will be available are:

1. Shift B: Monday – Friday 08:45-17:09

2. Shift C: Monday – Friday 09:45-18:09

A small number of part time evening/weekend shifts may be available. Applications will be considered from those who wish to work part-time hours; however, candidates should note that if they are successful and offered a role their request to work part-time will need to be discussed and agreed.

The part time shifts that may be available are:

1. Shift E: Wednesday – Friday 16:00 – 20:00 and Saturday 09:15 – 16:45

2. Shift F: Sunday 09:15 – 16:45 and Monday – Wednesday 16:00 – 20:00

This role is a combination of office and home-based (Hybrid) 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. Applicants can request further information regarding how this may work in their team from the Vacancy Holder.

Person specification

Essential criteria

• Experience of working in a fast-paced inbound customer telephony unit.
• Evidence of commitment to delivering excellent customer service.
• Strong written and inter-personal communication skills.

Desirable criteria

• Experience of writing bespoke customer email responses.
• Experience of handling multiple webchat queries.

Behaviours

We’ll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Delivering at Pace
• Making Effective Decisions

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service

Benefits

Alongside your salary of £30,000, Home Office contributes £8,691 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

In addition to your salary, a career with the Home Office offers a range of benefits, including:

• A Civil Service pension with an employer contribution of 28.97%
• In-year reward scheme for one-off or sustained exceptional personal or team achievements.
• 25 days annual leave on appointment, rising with service to 30 days.
• Eight days of public holidays, plus one additional privilege day.
• 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.
• See more of our benefits on our careers website.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Home Office Resourcing Centre
• Email : HORCCampaignTeamHMPOandUKVI@homeoffice.gov.uk

Recruitment team

• Email : HOrecruitment.grs@cabinetoffice.gov.uk

Further information

If you feel that your application has not been treated in accordance with the recruitment

principles, and wish to make a complaint, then you should contact in the first instance

HORecruitment.GRS@cabinetoffice.gov.uk. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.

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