Customer Services - Cross Check Unit - Case Work Advisor Heathrow, England
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About the job
Job summary
UK Visas and Immigration (UKVI) vision is to be a world-leading immigration service, working for a safe and prosperous UK. We will carry out our vision through the delivery of four strategic missions: to control migration, deliver world-class customer service, safeguard the vulnerable and their host communities, and make UKVI a great place to work.
UKVI contributes to the Home Office vision for a United Kingdom that is secure and prosperous; where citizens, residents and visitors are safe, and feel safe to go about their lawful business; and where institutions at all levels of society uphold rights, liberties and the rule of law. UKVI is responsible for making millions of decisions every year about who has the right to stay in the country, with a firm emphasis on national security and a culture of customer satisfaction for people who come here legally.
The Cross Check team is a dedicated unit providing Borders, Immigration and Citizenship System (BICS) customers with real-time single and bulk checks against security and criminality databases to maintain the safety and integrity of the UK’s borders.
It is part of the larger Customer Operations Support Services (COSS) within Customer Services, which provides a range of critical services both to casework colleagues and directly to users of the immigration system.
For more information about working for the Home Office, please visit Home Office Careers website.
Job description
Cross Check handles over 12 million checks annually using systems which allow large numbers of records to be processed. Operators are required to scrutinise putative matches returned by the processing system and, in some cases, apply suitability criteria before returning an assessment to the caseworking system.
We are looking for self-motivated individuals with good IT skills who are able to follow and complete business/administrative processes correctly and promptly in order that decisions are based on accurate and up-to-date information. Due to the nature of the role job holders will need to be proficient in English Language.
Serving a global business Cross Check is a 24/365 operation. The requirement to work shifts including nights, weekends and bank holidays is a non-negotiable aspect of these roles.
Working hours are based on 37 hours a week on average but are managed over the course of a year, rather than a predictable and unvarying 37 hours each week. This means that at our busiest times of year you may be rostered a little more than 37 hours in any 7 day period, while being rostered additional rest days at quieter times. However you will be paid equal amounts each month, so whether it is a busy or quiet period you will have a predictable income.
The inconveniences of shift working and annualised hours mean that these roles attract an allowance (AHA), which pays about 36% on top of the base salary quoted above for the EO grade. The rate of AHA is reviewed each year, based on business need.
The current rate of AHA assumes that over a 6 week cycle you will be rostered to work 7 single night shifts. The remainder of shifts rostered will be earlies and lates. You can expect to work 3 weekends in each 6 week cycle and around 4 bank holidays each year. Further details will be made available to those who attend interview. These are subject to operational demands.
Applications from part-time workers are encouraged. Please note that while part-time workers will be rostered fewer shifts than their full-time colleagues they will still be rostered a full range of shifts and their shifts will normally be of the same length as those of their full-time colleagues.
These roles cannot be performed from home.
Successful candidates must meet the security requirements before they can be appointed.
As these roles involve use of the Police National Computer there is an additional requirement to obtain a police NPPV 3 clearance before an offer of employment can be confirmed.
A description of the NPPV process can be found by searching for National Contractors Vetting Scheme on the Warwickshire Police website. Please do not contact Warwickshire Police with any NPPV related queries that you may have at this stage.
Person specification
Core activities:
- Managing data received; this includes the movement, storage and preparation of the information, primarily in Excel spreadsheets.
- Transferring files/requests between interchangeable systems and via external media.
- Preparing and validating data. This includes understanding spreadsheet formatting and troubleshooting problems in the data.
- Loading and acquiring data using correctly defined search parameters.
- Analysing information to identify probable, possible and no matches, making informed decisions using decision making protocols and assurance guidance.
- Exporting and transmitting results to case working units in line with work stream procedures.
- Ensuring that the mechanisms used to transfer information meet the minimum security standards stipulated by the relevant protective marking.
- Working respectfully and cooperatively with all colleagues in order to effectively deliver business objectives and strong customer service.
- Proactively handling and resolving customer queries received by Cross Check.
- Ensuring auditable records and activity logs are kept.
- Supporting the work of other Immigration Checking and Enquiry Services (ICES) teams as appropriate.
- Conducting PNC single and telephone checks with real time data.
Reporting directly to a Higher Executive Officer, these posts currently have no line management responsibilities but that may change over time. Post holders will have opportunities to take on additional lead responsibilities within the team and ad-hoc tasks or projects.
Essential Criteria
- Excellent written and verbal communication skills, with the ability to quickly learn how to use different IT platforms/packages.
- Excellent inter-personal skills, including managing a variety of stakeholders.
- Working collaboratively with team colleagues to maintain both output and quality in a high volume, high impact operation.
- Ability to manage own time alongside challenging deadlines, using guidance and/or data to support complex decision making.
- Flexibility and adaptability to changing work priorities.
Desirable Criteria
- Previous experience of analysing/interrogating large volumes of data would be desirable.
Behaviours
We'll assess you against these behaviours during the selection process:
- Delivering at Pace
- Changing and Improving
- Making Effective Decisions
- Managing a Quality Service
We only ask for evidence of these behaviours on your application form:
- Delivering at Pace
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- 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:
- Statement of Suitability (Personal Statement) (maximum 500 words)
- Provide evidence of the behaviour Delivering at Pace (250 words maximum)
Further details around what this will entail are listed on the application form.
Your Statement of Suitability (Personal Statement) should demonstrate how you meet the Essential Criteria as set out in the job description.
Sift will be completed initially on the Personal Statement.
The Personal Statement will be marked first for all candidates. Candidates who meet the minimum pass score for the Personal Statement, will then go on to have their lead behaviour - Delivering at Pace scored and will therefore receive sift scores for both elements. Candidates who fail to meet the minimum pass score for the Personal Statement will not have their lead behaviour scored and will therefore only receive a sift score for their Personal Statement.
Candidates successful at sift stage will be invited to interview which will be a blended approach of strength-based questions (no preparation necessary) and some behaviour-based questions on the behaviours listed in the application (preparation recommended)
Sift and Interview dates:
Sift will take place week commencing 20th February 2023.
Interviews are expected to take place week commencing 20th March 2023.
We will try to meet the dates set out in the advert, however on occasions these dates may change.
Please note interviews are being carried out via Skype for Business or Microsoft TEAMS, however this may change to face to face interviews should the Home Office Policy change. You will require:
- A laptop (personal or work) with a working webcam
- Good Internet access
- Skype for business or MS Teams
It is advisable to access your interview from a windows operating system laptop, desktop, phone or tablet as there is no guarantee that Microsoft Teams will work without issue on an Apple laptop, tablet or desktop.
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.
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.
Please note: If you are currently an agency member of staff working within the Home Office, a contractor or contingent worker you can only apply for roles that are advertised externally, i.e. outside the civil service. If you are eligible to apply for a role, you are required to select yourself as an external applicant and not internal when submitting your application on Civil Service jobs. This will prevent any delays in pre-employment checks should you become successful in being made an offer of employment after the Interview stage.
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.
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:
- 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
Feedback will only be provided if you attend an interview or assessment.
Security
See our vetting charter (opens in a new window).
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) (opens in a new window)
- 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 (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team :
Further information
principles, and wish to make a complaint, then you should contact in the first instance
[email protected]. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.
