
Customer Services Group - Diversity & Inclusion Team - Programme Facilitator Liverpool, England
Job description
Details
Reference number
Salary
Job grade
Contract type
Business area
Type of role
Working pattern
Number of jobs available
Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Job summary
Customer Services Group (CSG) brings together Asylum & Protection (A&P), Passports, Citizenship and Civil Registration (PCCR) which includes His Majesty’s Passport Office (HMPO) and General Registry Office (GRO), Visas Status & Information (VSI) and Customer Operations Service Support (COSS).
As a major operational part of the Home Office, we play a vital role in supporting the economy and cultural life of the United Kingdom.
The Customer Services Group comprises of two Directorates: The Asylum & Protection (A&P) Group and Visa’s, Information & Passports (VIP) Group.
For more information about working for the Home Office, please visit Home Office Careers website.
Job description
Great leadership is at the heart of our success as an organisation, and we believe each of us has the potential to impact others in a way that will help us all work even better together and achieve more than we thought possible. At the heart of great leadership is the ability to constantly learn and grow as a leader. Within Customer Services we have committed to investing in our leaders to help them grow existing skills and develop new ones.
Leadership Facilitators will deliver an ambitious schedule of coaching sessions across Customer Services through the Living Leadership and Foundations programmes. Living Leadership is a 12-month coaching programme based on Future, Engage Deliver principles which empowers colleagues to move from ‘managing’ to effective leadership through a series of coaching sessions and subsequent reflection sessions. The Foundations Programme supports new line managers, so they are empowered from the beginning to deliver their responsibilities consistently and confidently.
The Diversity & Inclusion (D&I) Team is an exciting place to be, as it is supporting Customer Services to become an inclusive place to work, where everyone can feel they belong and achieve their potential. This includes supporting the SCS D&I Champions in making tangible improvements; hosting events to promote, awareness, connection and belonging; and delivering the Early Resolution Programme (ERP) to address bullying, harassment and discrimination by giving people tools and increasing capability to identify, challenge and tackle inappropriate behaviour through courageous conversations.
Delivering Diversity & Inclusion and Leadership coaching sessions across all Customer Services locations throughout the UK and Internationally. These sessions are currently delivered virtually via Microsoft Teams, but we do also offer face to face delivery where appropriate. E.g. for International colleagues.
The D&I Facilitators are responsible for delivering an ambitious schedule of ERP sessions to everyone in Customer Services, as well as delivering the Becoming Trauma Informed (BTI) part of our wellbeing offer to colleagues at most risk. BTI helps colleagues to recognise the symptoms and impact of trauma; and to maximise resilience and wellbeing.
There are few roles within the Civil Service where you get to be involved in making life-changing decisions that affect people when they are at their most vulnerable.
We have one of the most challenging and important jobs in government: safeguarding the vulnerable and their host communities and keeping our border secure.
Every colleague within the Home Office plays a part in making that happen. Our work is challenging, varied, exciting and for many it is a vocation, rather than just a job.
In Customer Services Group we conduct thousands of interviews and make thousands of decisions each year about who can stay in the country.
Our teams deal with a variety of customers and data to ensure we have all the information necessary to make an appropriate decision on their future, or support and enable teams to do so.
We are a diverse organisation serving diverse communities respect is one of our key values and equality, diversity and inclusion are at the heart of our organisation.
If you are motivated, hard-working, committed and looking for a varied and stimulating role, we have much to offer you.
As part of our team, you will play a vital part in helping us provide a great colleague experience, so our people can, in turn, provide a great service to those using our services.
Person specification
Key responsibilities will include but are not limited to:
- Planning and prioritising your workload in line with the Diversity & Inclusion and Leadership Delivery Plans. This includes supporting with team planning.
- Creating a safe environment where colleagues can share lived experiences to help bring the sessions to life.
- Confidently handling challenging conversations and expressing ideas effectively both verbally and in writing with sensitivity and respect for others.
- Establishing and managing productive working relationships with key stakeholders across Customer Services and beyond.
- Maintaining records to inform improvements and performance management.
- Actively seek feedback to continuously improve the programmes and our offers for colleagues.
Essential Criteria:
We are looking for candidates who can demonstrate the following:
- Excellent interpersonal skills with the ability to build trust and relationships with our diverse workforce.
- Lead facilitated group coaching sessions remaining flexible with an ability to respond quickly to changing needs/agendas.
- High levels of emotional intelligence coupled with an ability to challenge, work sensitively and maintain professional boundaries.
- Excellent active listening and questioning skills.
Desirable Criteria:
- Experience of working with and understanding large operational commands.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Leadership
- Working Together
We only ask for evidence of these behaviours on your application form:
- Communicating and Influencing
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:
- a statement of suitability (personal statement) (maximum 750 words)
- provide evidence of the behaviour ‘Communicating and Influencing’ (250 words maximum)
Further details around what this will entail are listed on the application form.
The statement of suitability should be aligned to demonstrate your skills and experience for the role and how you meet the essential criteria as detailed in the job description.
For guidance on how to construct your personal statement, you are encouraged to visit Civil Service Careers. Links – Statement
For guidance on how to construct your behaviour examples, you are encouraged to visit Civil Service Careers. Links – Behaviours
The Statement of Suitability (Personal Statement) will be marked first for all candidates. Candidates who meet the minimum pass score for the Statement of Suitability, will then go on to have their lead behaviour ‘Communicating and Influencing’ scored and will therefore receive sift scores for both of these elements.
Candidates who fail to meet the minimum pass score for the Statement of Suitability will not have their lead behaviour scored and will therefore only receive a sift score for their Statement of Suitability.
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.
Strengths are the things that you do regularly, do well and that motivate you. To find out more about strength based questions click here
You will also be required to prepare a short 5 minutes presentation (no slides or handouts required) to present at interview, further details around what the presentation will entail will be provided before the interview.
Sift and Interview dates:
Sift will take place week commencing 2nd May 2023
Interviews will take place week commencing 22nd May 2023
We will try to meet the dates set out in the advert, however on occasions these dates may change.
Interviews will be carried out via video. Candidates will be required to have access to:
- A laptop (personal or work) with a working webcam
- Good internet connection
- Skype for Business/Microsoft Teams
PLEASE NOTE: Due to time constraints we may not be able to offer alternative interview date(s). It is therefore expected that candidates who are successful at sift stage will make themselves available during the above time frame given.
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 be aware the levels of national security clearance are changing which may impact on the level needed for this role by the time of appointment. All efforts will be made to keep candidates informed of any changes and what that will mean in terms of vetting criteria. For more information please See our vetting charter
A location-based reserve list of successful candidates will be kept for 12 months. Should another role or similar role become available within that period you may be offered this position.
When completing your application you will have the opportunity to select your preferred location(s). Please ensure you select all locations you are interested in. Candidates who are successful at Interview will be placed in order of merit per location and provisional job offers will be made in strict merit order per location preference. Provisional offers are made, as they are on condition that you successfully pass all pre-employment checks.
NOTE FOR CANDIDATES: 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.
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.
Hybrid working:
Hybrid working enables employees to work partly in their workplace(s) and partly at home. A hybrid working pattern may be available, where business needs allow. Applicants can discuss what this means with the vacancy holder if they have specific questions.
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
[email protected]. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.
