Team Leader
Home Office
Apply before 11:55 pm on Tuesday 24th September 2024
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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. This advert is seeking applicants for roles across areas of Customer Services.
For more information about working for the Home Office, please visit Home Office Careers website.
Our Resolution Centre deals with thousands of enquiries every day, call and email agents deal with a range of customers from those seeking assistance with digital status to the most vulnerable applicants who need assistance to make an application.
Job description
You will be responsible for supporting an EO line manager to lead a team of agents who handle inbound customer telephone calls from the public regarding EU Settlement Scheme and Digital status queries. You will also be responsible for managing a team of agents who handle inbound customer telephone calls and email enquiries from supporting organisations who support some of the departments most vulnerable customers.
You will oversee and have a holistic view of managing a flexible resource across telephony, and multiple email solutions for different workstreams simultaneously. You will be a lead point of contact in case of any platform/software issues that affect/pose a risk to the email service.
Due to business requirements the role is available part-time only.
This role covers 32 hours per week.
Shift options to be decided based on business needs:
Wednesday – 12:30 – 21:00
Thursday – 12:30 – 21:00
Friday – 12:30 – 21:00
Saturday – 8:45 – 17:15
**Between 8pm and 9pm Night Duty Allowance (NDA) is paid as a percentage addition to the hourly plain time rate at 25%**
The successful candidate will be responsible for:
- Managing your team’s productivity and customer service quality.
- Managing your team’s HR, including behavioural and performance deficiencies effectively.
- Improving performance and developing your team to reach their full potential.
- Ensuring full contribution to achieving individual, team and unit targets.
- Working with the senior team, contributing to the management of the unit.
- During periods of high demand, directly answering phone calls and emails from our customers.
- Dealing with initial call escalations for agents, serving difficult customers or those with complex needs to determine if early resolution can be achieved, referring promptly to Customer Experience team if unable to do so.
- Dealing with customer complaints and aiming to resolve issues without needing to progress to formal complaints response procedure.
- Working collaboratively with the HEO Customer Experience Team to identify any staff training needs and enable acceptable performance levels and quality.
- Proactively maintaining and building your leadership skills and knowledge of relevant subjects.
- Completing and providing management information data for trend analysis.
- Communicating effectively with your teams to ensure that policies and procedures are understood and implemented.
- Building effective working relationships with key internal and external stakeholders.
- Reporting to the SEO Operations Manager. Delivering against leadership and customer satisfaction targets.
- Work in a flexible, hardworking and professional environment that supports health and wellbeing in the workplace.
Person specification
Essential criteria
- Experience of working in a fast-paced telephony unit
- Experience of implementing HR policies and procedures
- Strong written and inter-personal communication skills
- Experience of supporting staff development
Desirable criteria
- Regularly monitor your own work, ability to be self-motivated, proactively multi-task and work using own initiative
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Delivering at Pace
- Developing Self and Others
- Leadership
We only ask for evidence of these behaviours on your application form:
- Managing a Quality Service
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 28.97%
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.
We will endeavour to conduct the selection process in line with the dates indicated below, but cannot guarantee that these will not, where necessary, be revised.
- Application– by 24th September 2024
As part of the application process, you will be asked to complete:
- A statement of suitability (Personal Statement) (maximum 750 words)
- Evidence of behaviour Managing a Quality Service (maximum 250 words)
Further details around what this will entail are listed on the application form.
The Personal Statement should be aligned to and demonstrate how you meet the skills and experience set out in the essential criteria, detailed in the job description.
For guidance and information on how to construct your application ( Personal Statement and Behaviours), you are encouraged to visit Civil Service Careers website.
- Sift– week commencing 1st October 2024
The sift will be held on the Personal Statement and the behaviour Managing a Quality Service.
Should a high volume of applications be received, the sift will be conducted only on the Personal Statement.
The Personal Statement will be scored for all candidates. Those candidates who achieve the minimum pass score for the Personal Statement will progress to a further sift where the Behaviour Managing a Quality Service will be scored. These candidates will receive a sift score for both elements.
Candidates who fail to meet the minimum pass score for the Personal Statement will not have their Behaviour scored and will only receive a sift score for the Personal Statement.
- Interview– 14th October 2024
If you are successful at sift stage, you will be invited to an interview that will be:
- Behaviours (as listed in the job advert) and Strength based questions.
Interviews will be carried out via MS Teams. Candidates will be required to have access to:
A laptop (personal or work) with a working webcam
- Good internet connection
- Microsoft Teams
For guidance and information on what to expect and how to prepare for an interview, you are encouraged to visit Civil Service Careers
Problems during the application process
If you experience problems accessing this advert, or you think you’ve made a mistake on an initial application, please contact hocandidates.grs@cabinetoffice.gov.uk, including the vacancy reference, at least two working days before the vacancy closes. Further information can be found on our website.
Reserve List
A reserve list may be held for a period of up to 12 months from which further appointments may be made. There is no guarantee that being held on a reserve list will lead to a job offer. Further information can be found on our website.
Candidates judged to be a near miss at interview may be offered a post at the grade below the one advertised without the need to go through a further selection process, providing the role has the same Success Profiles elements and essential skills. There is no guarantee that further such vacancies will arise.
Additional Security Checks
As well as successfully obtaining UK Security Vetting clearance, candidates will be subject to a range of additional checks. The range of checks carried out will depend on whether you are a current Home Office employee, existing civil servant or an external new entrant as well as the role requirements. Further details are included in the Notes to Candidates.
Further information
For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting
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
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct.
If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.
If you are invited to an interview, you will be required to bring documentation for the purposes of establishing your identity. You will need to meet the nationality requirements for this role and obtain the necessary security clearance to take it up. For meaningful security checks to be carried out, individuals need to have lived in the UK for a sufficient period of time. Learn more on our website. Security Checks - Home Office Careers
Visa sponsorship
We do not sponsor individuals via Skilled Worker Sponsorship / Tier 2 (General) work visas.
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 HOrecruitment.grs@cabinetoffice.gov.uk 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
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).
Diversity and Inclusion
Apply and further information
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
HORecruitment.GRS@cabinetoffice.gov.uk. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.
