Flex Agent
Home Office
Apply before 11:55 pm on Thursday 28th November 2024
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About the job
Job summary
The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, fire, crime, drugs policy, immigration and passports.
The Customer Services Group brings together Asylum & Human Rights, Asylum Support and Dispersal, Asylum Accommodation Centres, Resettlement Group, Passports, Citizenship & Civil Registration, Customer Operations Support Services and UK Visas & Immigration. As a major operational arm of the Home Office, we play a vital role in supporting the economy and cultural life of the UK.
Executive Officer (EO) Resolution Centre Agents are responsible for handling calls, webchat queries, and emails in relation to EU Settlement Scheme, Future Borders and Immigration applications and provide digital status support. EO Resolution Centre Agents liaise predominantly with third parties such as Grant Funded Organisations and Solicitors along with the departments most vulnerable customers.
Job description
Key Responsibilities
- Communicate effectively and authentically with Government Funded Organisations/Supporting Organisations who possess an in-depth knowledge of Immigration Law and Policy.
- Go the extra mile for all customers, treating them fairly and honestly, managing expectations and taking ownership of customer queries to bring a resolution in a timely manner.
- Confidently deal with vulnerable and/or difficult customers. Manage customer complaints and display emotional intelligence together with empathy where appropriate.
- Work flexibly between multiple workstreams at pace, whilst demonstrating discipline in adhering to GDPR and internal processes.
- Have excellent written skills to be able to efficiently draft comprehensive email responses in plain English.
- Make decisions in complex cases based on the information supplied by the customer and, following appropriate checks, provide a complete and informed response on first contact to all customers.
- Support colleagues with complex queries and escalations where necessary.
- Proactively keep up to date with the most relevant policy and guidance.
- Exhibit excellent organisational and mailbox management skills.
- Champion inclusivity, embrace individual differences, and challenge discriminatory behaviours.
- Take responsibility for their own development needs, maintaining and building your knowledge of policies and processes.
- Actively participate in the Performance Management process by prioritising regular, development-focused check-ins with my line manager to ensure they are supporting the delivery of Home Office strategic objectives through the attainment of goals.
- Commit to continuous improvement with willingness to take responsibility for identifying and/or implementing improvements in-line with operational excellence; highlight problems and share best practice with colleagues, act on feedback provided by customers and share with team (listen, learn and act).
- Report to their Higher Executive Officer (HEO) team leader, delivering against quality and customer satisfaction targets, improving their performance by seeking and acting upon feedback.
Agents are also required to assist with training, escalations and complaints, safeguarding queries, along with mailbox management and support and coaching of Administrative Officer colleagues, with the expectation to complete other tasks when necessary.
Working Pattern
The full time shifts that will be available are:
1. Shift B: Monday – Friday 08:45-17:09
2. Shift C: Monday – Friday 09:45-18:09
A small number of part time evening/weekend shifts may be available. Applications will be considered from those who wish to work part-time hours; however, candidates should note that if they are successful and offered a role their request to work part-time will need to be discussed and agreed.
The part time shifts that may be available are:
1. Shift E: Wednesday - Friday 16:00 - 20:00 and Saturday 09:15 - 16:45
2. Shift F: Sunday 09:15 - 16:45 and Monday - Wednesday 16:00 - 20:00
This role is a combination of office and home-based (Hybrid) working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office. Applicants can request further information regarding how this may work in their team from the Vacancy Holder.
Person specification
Essential criteria
- Experience of working in a fast-paced inbound customer telephony unit.
- Evidence of commitment to delivering excellent customer service.
- Strong written and inter-personal communication skills.
Desirable criteria
- Experience of writing bespoke customer email responses.
- Experience of handling multiple webchat queries.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Delivering at Pace
- Making Effective Decisions
We only ask for evidence of these behaviours on your application form:
- Managing a Quality Service
Benefits
In addition to your salary, a career with the Home Office offers a range of benefits, including:
- A Civil Service pension with an employer contribution of 28.97%
- In-year reward scheme for one-off or sustained exceptional personal or team achievements.
- 25 days annual leave on appointment, rising with service to 30 days.
- Eight days of public holidays, plus one additional privilege day.
- Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office.
- See more of our benefits on our careers website.
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 28th November 2024
As part of the application process, you will be asked to complete:
- Personal Statement (maximum 500 words).
- Evidence of the Behaviour Managing a Quality Service (maximum of 250 words per Behaviour).
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 2nd December 2024
The sift will be held on the Personal Statement and Behaviour Managing a Quality Service.
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.
Should a high volume of applications be received, the sift will be conducted only on the Personal Statement.
Interview – week commencing 6th January 2025
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.
The interview will take place on 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.
Location Preferences
You will only be able to select a single location preference so please ensure this is a location that you are prepared to travel to. If you are offered a role at your preferred location and you decline, your application will be withdrawn.
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.
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.
All Civil Servants are expected to comply with the Civil Service Code, and its core values of integrity, honesty, objectivity and impartiality.
Further information
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.
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
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
For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting
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
principles, and wish to make a complaint, then you should contact in the first instance
HORecruitment.GRS@cabinetoffice.gov.uk. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.
