Customer Services - Administrative Officer Stoke-on-Trent, England
Job description
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Contract type
Business area
Type of role
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Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Job summary
Asylum and Human Rights is one of the key business areas within the Home Office. We are undergoing an exciting period of change. Alongside the other areas of the Home Office, the department is embarking upon a transformational programme. Operational Excellence is at the forefront of what we do.
Our strategic aims contribute to the Home Office strategic objectives: preventing terrorism and extremism; cutting crime and protecting the vulnerable; and reducing immigration and preventing abuse.
Asylum and Human Rights play a vital role in supporting the economy and cultural life of the UK.
We are delighted to be able to offer these roles in the following areas:
- Asylum Operations
Job description
These positions in Asylum and Human Rights play a vital role in supporting the economy and cultural life of the UK. The purpose of the role is to consider applications from foreign nationals wishing to stay in the country for work, study or to be with family.
In these roles, you will work to the guidance and framework in place. The job holder will be expected to maintain and ensure high quality of service is delivered to customers.
Please see candidate pack for further information on business areas where there are vacancies.
Asylum and Human Rights are invested in our people, their development and lifelong learning; we offer excellent professional development opportunities. These roles can be coupled with the fantastic opportunity to be a Level 3 Operational Delivery apprentice (suitability and eligibility requirements apply).
As an apprentice within Asylum and Human Rights and the wider Civil Service, you’ll have a first-rate opportunity of working in an energetic and transformative organisation while gaining an internationally recognised qualification.
Apprenticeships are work-based training programmes and apprentices spend 20% of their contracted hours undertaking off-the-job training with the support of their learning provider and Line Manager.
Should an apprenticeship be available, and you meet the eligibility criteria, we would actively encourage you to undertake an apprenticeship to support your development in this role.
Asylum and Human Rights protects the most vulnerable in society and provides a crucial a public service.
This is an exciting role, being involved with, and influencing, a variety of workstreams, making a positive difference to customers and colleagues. This role presents an unparalleled opportunity to gain experience in aspects of Home Office work and develop in operational and leadership roles.
Customer Services is one of the key business areas within the Home Office and it plays a vital role in supporting the economy and cultural life of the UK. We do this by contributing to the Home Office objectives: preventing terrorism and extremism; cutting crime and protecting the vulnerable; and reducing immigration and preventing abuse.
We are undergoing an exciting period of change within Customer Services and Operational Excellence is at the forefront 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. We are recruiting for a variety of roles within Customer Services and in every role, you will be given full training, coaching and support to help you achieve your best.
Asylum Customer Communications Hub (ACCH) is a new team based in Stoke-on-Trent, set up to bring all national asylum correspondence into one place, eliminating inconsistency in outcome of correspondence, and creating a streamlined, efficient and cost-effective customer journey. The team is growing rapidly in order to meet this primary objective; Administrative Officers play an integral role in the functioning of the department, receiving and actioning a variety of correspondence received from our stakeholders to facilitate the smooth running of asylum claims to their conclusion.
The roles in this campaign are to fill current and emerging vacancies. Currently there are Administrative Officer vacancies in departments across Customer Services, and you may be offered a different role upon allocation to those listed.
The Job holder will need to be diligent, have resilience and the ability to work calmly under pressure, and sometimes in stressful or process driven situations. It is a challenging role and often changes from day to day, but also rewarding, interesting, and can provide a good insight to the varying roles in Home Office.
Person specification
Key Duties can include:
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Provide administrative support by undertaking a range of administrative tasks such as file movement and tracking, logging correspondence, monitoring electronic inboxes, issuing letters and dealing with customer enquiries
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Scanning and digitising of customer supporting evidence and updating relevant databases/files
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Making and demonstrating well-judged decisions
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Prepare and make case files decision ready for casework, or for appeals or removal processes
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Telephone Call handling/Booking appointments
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Escort customers, conducting face to face identity interviews and facilitate language analysis interviews
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Work closely with colleagues and contribute to maintaining a comprehensive database of freelance interpreters
- Additional duties within the scope of the grade may vary dependant on business needs and the specific team where placed
Essential Criteria
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Good communication and interpersonal skills (both verbal and written)
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Collate, assess and respond to information
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Adapt to changing priorities and ability to work at pace
- Ability to work independently and closely with others to achieve a shared goal
Behaviours
We'll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Managing a Quality Service
Benefits
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Learning and development tailored to your role
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An environment with flexible working options
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A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Things you need to know
Selection process details
As part of the application process, you will be asked to complete:
- A statement of suitability (personal statement) (maximum 500 words)
Further details around what this will entail are listed on the application form.
Personal Statement
Please note that your personal statement (max 500 words) should demonstrate how you meet the key responsibilities as set out in the job description and essential criteria.
Sift will be completed on the personal statement only.
Please do not include any personal details that can identify yourself within your personal statement. If personal details are included your application will be withdrawn from the process.
The Interview
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 all behaviours as stated on the job advert.
Your interview will be via Launch pad. This is a virtual platform where you will be asked a set of behaviour-based questions on the 2 behaviours included within this advert to explore in detail what you are capable of, and strengths-based questions to also explore what you enjoy and your motivations and enthusiasm relevant to the role you are applying for.
There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.
It is advisable to take some time to prepare for the behaviour-type questions. Please have a look at the success profile guidance (gov.uk) and our candidate pack, which gives some hints and tips.
Civil Service recruitment use the success profiles framework this requires you to demonstrate, through real examples, how you are suitable for the role. This is a different approach to a lot of private companies, so we are holding 3 one-hour events to share some hints and tips with you.
The call will be hosted by colleagues from the Home Office who will share their experiences of the recruitment process.
We will talk about hints and tips for writing a strong personal statement and how to get the best out of your interview.
The content is the same for each event, so you only need to join one. 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 the link below –
Wednesday 21st December 1100am:
https://www.eventbrite.co.uk/e/customer-services-group-administrative-officer-recruitment-event-1-tickets-482522737497
Tuesday 10th January 2023 1830pm
https://www.eventbrite.co.uk/e/customer-services-group-administrative-officer-stoke-recruitment-event-2-tickets-482537932947
Wednesday 1st February 2023 1400pm
https://www.eventbrite.co.uk/e/customer-services-group-administrative-officer-stoke-recruitment-event-3-tickets-482539838647
We also have videos which provide further information about the job role - https://vimeo.com/770645521/5418423199
Home office teaser 1 Final.mp4 (vimeo.com)
https://vimeo.com/770647448/7d165781fc
Sift and Interview dates
This campaign will be sifted and interviewed in tranches, which means that candidates will be sifted and interviewed while the advertisement is live. You may be asked to sit an interview at short notice.
Indicative Timescale
Tranche 1 - Sift to be conducted on applications received before the 4th of January, interviews are expected to take place week commencing 7th February.
Tranche 2 - Sift to be conducted on applications received between the 5th of January and 26th January, interviews are expected to take place between the 28th February and 7th March.
Tranche 3 - Sift to be conducted on applications received before the 16th February, interviews are expected to take place between the 4th and 11th April.
Please note, the above dates are provisional and may change due to business need.
Please note - due to the current COVID-19 pandemic interviews will be carried out via Launchpad where you will be required to have access to:
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A laptop (personal or work) with a working webcam
- Good Internet access
Further information
For meaningful checks to be carried out, individuals need to have lived in the UK for a sufficient period of time to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. You should normally have been resident in the United Kingdom for the last 3 years if the role requires CTC clearance, 5 years for SC clearance and 10 years for DV. A lack of UK residency in itself is not necessarily a bar to a security clearance and applicants should contact the Vacancy Holder/Recruiting Manager listed in the advert for further advice.
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.
Please note that 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.
The office base location will be at the location advertised. You will be required to work partly in the workplace and partly at home. As Covid-19 restrictions are lifted, a hybrid working pattern may be available, where business needs allow.
Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. All applications are screened for plagiarism and copying of examples/answers from internet sources. If any is detected the application will be withdrawn from the process. Further action, including disciplinary action, may be considered in such cases involving internal candidates. Providing false or misleading information would be contrary to the core values of honesty and integrity expected of all Civil Servants.
Every day, Home Office civil servants do brilliant work to develop and deliver policies and services that affect the lives of people across the country and beyond. To do this effectively and fairly, the Home Office is committed to representing modern Britain in all its diversity, and creating a welcoming, inclusive workplace where all our people are able to bring their whole selves to work and perform at their best.
We are flexible, skilled, professional and diverse. We work to recruit and retain disabled staff and area Disability Confident Leader. We are proud to be one of the most ethnically diverse departments in the civil service. We are a Social Mobility Foundation top 75 employer.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.
For further information please see the attached notes for candidates which must be read before making an application.
Existing Civil Servants should note that some of the Home Office terms and conditions of employment have changed. It is the candidate’s responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful in application and should refer to the notes for candidates for further details.
Transfer Terms: Voluntary.
If you are invited to an interview, you will be required to bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks.
Please see the attached list of Home Office acceptable ID documents.
Any move to the Home Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
Reasonable Adjustments
If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
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Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs
- Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a language service professional
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
Feedback
Owing to the size of the campaign it will not be possible to provide candidates with feedback at either the sift or interview stage.
Feedback will only be provided if you attend an interview or assessment.
Security
See our vetting charter.
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
Apply and further information
Contact point for applicants
Job contact :
Recruitment team :
Further information
