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Job description
We are delighted to offer a Higher Executive Officer vacancy within the National Command & Control Unit (NCCU) which sits within Immigration Enforcement.
The NCCU is the 24/7 365 day a year IE central point of contact for all UK Police Forces. In addition, we work with partners nationwide to enforce immigration laws fairly whilst protecting and safeguarding the vulnerable in the UK.
The NCCU also acts as a Central Communications Hub for Immigration Enforcement. We identify incidents of a sensitive, high-profile nature and provide expert support and coordination to teams involved in managing Migration and Borders.
The NCCU Mission Statement is
24/7 365 day a year. We Stop, listen, assess, and collaborate to tackle illegal migration. NCCU experts provide exceptional customer service and ensure the best outcome for the public.
We are the 24/7 365 day a year basis Contact Centre for IE.
This is an exciting opportunity for the right candidate to join the NCCU management team. To develop and embed a wide range of people and engagement skills and to join a high performing team.
What will the successful candidate be doing?
Leading on Performance management, to drive efficiencies and improve performance on the team.
Creating accurate performance management packages, identifying trends to improve efficiency and accuracy. Committing to continuous improvement with willingness to take responsibility for identifying and/or implementing improvements.
Supporting NCCU’s management team in a wide range of workstreams which will include development and maintenance of various in-house spreadsheets and databases and provide support with the replacement of the internal Enquiries Database. Collating urgent MI and supporting the Operational Duty Desk.
Line management of a small team of EOs. Provide strong leadership, coaching, guidance to your team maximising staff development and performance.
NCCU is on a journey of change. We are developing a culture where all members of the team have a voice and can influence the way we work. You will contribute to embedding Op Excellence principles to transform the way we work, develop an inclusive culture that builds capability, embraces change and encourages resilience.
Act as a visible role model for a professional and high performing team, driving best practice, prioritising and championing people focused activities, demonstrating the behaviours of the Leadership Statement, and delivering our vision.
Person specification
We are looking for a candidate who can
- Collate and manage the Management Information to ensure that productivity, accuracy, and service quality is analysed.
- Demonstrate strong delivery in a demanding fast paced environment with competing demands.
- Role model the professional behaviours associated with a customer focused organisation.
- Be self-motivated to meet the objectives/deadlines of both the daily functions and project work and display strong team working skills within the unit.
- Be adaptable, flexible and solution focused.
- Have strong interpersonal and team working skills.
- Demonstrate leadership skills or leadership ability.
Essential criteria
- Experience of working in Customer Service or Performance Management environment.
- Ability to deliver at pace, whilst working both independently and within a team and working to tight deadlines.
- Be flexible, adaptive, and creative in solving problems, embedding continuous improvement and dealing positively with change.
- Good knowledge of Microsoft Excel with the ability to use formulas and produce visual MI reports.
- Experience in analysing data and producing reports from internal systems.
Desirable criteria
- An understanding of operational processes across the Borders and Migrations systems.
- Experience of the technical solutions deployed within a contact centre.
- An understanding of quality assurance processes within a call centre environment and how to develop plans and strategies.
- Have experience in being part of or managing teams in a call centre or a fast-paced performance driven environment.
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Delivering at Pace
- Managing a Quality Service
- Seeing the Big Picture
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
This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
As part of the application process you will be asked to complete a CV, a Suitability Statement (Max 750 Word Limit) and complete a number of Behaviour examples. Further details around what this will entail are listed on the application form.
The Statement of Suitability should explain how you meet the essential criteria listed on the Job Specification.
The sift will be based on the Behaviours and the Suitability Statement.
CV will not be marked.
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
In the event a high volume of applications are received, an initial sift will be based on the Lead Behaviour –Changing and Improving only. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview.
Candidates shortlisted will be invited to an interview which a blended approach of Strength-based questions (no preparation necessary) and Behaviour based questions.
To find out more about strength based questions click here
Sift and interview dates
The sift will take place week commencing 12th June 2023.
Interviews are expected to take place week commencing 3rd July 2023.
You will be invited to attend for a face to face interview at Soapworks in Salford Manchester.
We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.
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.
A reserve list of successful candidates will be kept for 12 months. Should another role become available within that period you may be offered this position.
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.
Are these Reserved Posts for UK Nationals only?
UK nationals who hold dual nationality are able to apply for this reserved post. If a UK passport is not being presented, then candidates will need to provide alternative evidence of UK nationality in line with the Civil Service Nationality Rules.
Appearance
As part of this role you will be required to wear a uniform (which will be provided). Staff must ensure that their uniform is worn correctly, in line with these uniform standards, is kept clean and is well presented. To support this requirement, adequate uniform supplies will be available and issued. Uniformed staff represent their organisation at all times and should ensure that their dress and personal appearance reflects this responsibility.
Hybrid working
Hybrid working enables employees to work partly in their workplace(s) and partly at home. NCCU is currently operating a hybrid working model and a minimum of 40% weekly attendance in the office is required currently, but is subject to business need, and could change.
If you are considering applying for part time hours, please contact [email protected] to discuss your request as not all working patterns may be accommodated.
Parking availability at the office location
Applicants applying for this vacancy may wish to note that only limited car parking is available and is prioritised for staff working particularly early or late shifts and those working nights and weekends. No permanent car parking is available, and it will be the individual's responsibility to make the necessary arrangements to use public transport or other forms of travel.
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
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).
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Contact point for applicants
Job contact :
Recruitment team