Technical Specialist
Home Office
Apply before 11:55 pm on Monday 25th 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.
Customer Services, plays a key role within the Migration and Borders System. Customer Services has typically over 13 million customers annually, with a workforce of over 14,000 across its legacy constituent business units including: Asylum & Human Rights, Visas and Citizenship (V&C), His Majesty’s Passport Office (HMPO), and the General Registrar Office (GRO). We take a customer-led approach to delivering services, whilst always maintaining robust security controls.
Customer Operations Support Services (COSS) brings together colleagues within cross-cutting functions of Customer Services, to improve internal employee experiences and drive operational improvements for customers, whilst maintaining security and control. COSS has continually grown and developed with the key role of engaging with multiple directorates and to ensure operations remain aligned to the Customer Services strategy. Our Customer Services collective vision is to place our customers’ needs at the centre of what we do, being adaptive, responsive, and respectful. Customer Operations Support Services ensures our customers’ voices are heard, and we appropriately influence and impact our operations to improve outcomes for our customers and the public. We will enable and empower our people to deliver consistent and effective outcomes to meet our customers’ needs.
The Single View of Customer Team (SVCT) is offering an exciting opportunity for a Technical Specialist to join a dynamic and fast-paced team. In this role, you will be responsible for analysing data across multiple Home Office systems, playing a key part in supporting the transition of customers to E-Visas and digital status.
You will identify root causes of issues and collaborate with both internal and external stakeholders to implement solutions and provide clear guidance. This is a pivotal time to join the SVCT, as the team is integral to delivering a key Home Office priority. By joining, you will have the opportunity to contribute to nearly every aspect of the Home Office’s work, from border operations to decision-making units.
Job description
Comprehensive training will be provided to help you harness your unique skills and experience, enabling you to make a meaningful impact while continuing your professional development. As the team grows and evolves, you will have the opportunity to influence its future direction and make a significant difference to both our customers and stakeholders.
In this role, you will collaborate closely with colleagues from Digital Data and Technology (DDaT) to investigate, diagnose, and resolve identification data issues, while also helping to establish upstream solutions for database-related challenges.
The work carried out by SVCT is essential in ensuring that customers can access vital services. Therefore, we are seeking a talented individual with a curious mindset, a passion for problem-solving, and a commitment to delivering outstanding customer service. You will need to be adept at analysing complex cases and concerns referred to the unit and providing expert assistance to both internal and external stakeholders.
Working Pattern
Due to the business requirements of this role, it is only available on a full-time basis.
Key Responsibilities
- Investigate and respond to merged identity queries raised by caseworkers through the IT Now platform.
- Conduct data analysis and comparisons across multiple Home Office systems to form conclusions and draft accurate responses to stakeholders regarding merged identity issues.
- Manage and prioritise emails related to merged identity requests, ensuring timely responses.
- Correct inaccurate customer records in accordance with established guidance and procedures.
- Identify and refer GDPR-relevant cases, submitting incident reports where necessary.
- Engage and collaborate effectively with stakeholders to resolve issues and provide updates.
- Provide advice and support in developing the merged identity process across the department, staying informed of IT system and database updates, and identifying opportunities for process improvement to reduce merged identity cases.
- Prepare and respond to Management Information (MI) requests from senior managers.
- Share knowledge and best practices with colleagues to foster continuous improvement.
Person specification
Essential criteria
- Proven experience in analysing large datasets across multiple IT systems, with the ability to draw informed and accurate conclusions.
- Strong knowledge of UK immigration rules.
- Excellent collaboration skills, with the ability to build and maintain effective working relationships with colleagues and external stakeholders.
- Strong organisational skills, including the ability to plan, prioritise, and deliver results in a fast-paced environment while managing multiple priorities.
- Exceptional written and verbal communication skills, capable of conveying complex information clearly and effectively.
- Demonstrated ability to consistently meet challenging targets and deadlines.
Desirable criteria
- A working knowledge of HO IT systems such as CID and Atlas.
- Previous experience of resolving incorrect customer records.
Behaviours
We'll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Communicating and Influencing
- 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.
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.
1. Application – by 25th November 2024.
As part of the application process, you will be asked to complete:
- Personal Statement (maximum 750 words).
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), you are encouraged to visit Civil Service Careers website.
2. Sift – week commencing 25th November 2024.
The sift will be held on the Personal Statement.
3. Interview – week commencing 9th December 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 Microsoft Teams. Candidates will be required to have access to:
- A laptop (personal or work) with a working webcam
- Good internet connection
- MS 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 can select up to two locations in order of preference. Please ensure that these are locations you are prepared to travel to. If you are offered a role at one of your preferred location(s) and you decline, your application will be withdrawn.
Reserve List
Reserve lists will be held for each location and profession for a period of up to 12 months from which further appointments may be made. Candidates will be appointed in merit order by location and profession. 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.
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
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
