This position is no longer open for applications

HM Passport Office, AO Document Controller / PO3

Job Description
This is a new and exciting role essential to HM Passport Office delivering a modern digital business. Working together with our supplier you will play a pivotal part in the transformation of passport and registration operations providing customers with a world class service. You will help shape the future utilising your skills and knowledge to support and identify continuous improvement to process delivery.
This position is located within a supplier site, undertaking the scanning, validation and storage of passport related customer documents. The role will provide on-going guidance and support, contribute to the upskilling and development of document validation skills while processing referrals made to them from supplier document handlers.
Working as a team to support and process the validation of documents in line with HMPO policy and procedures. Working at pace to meet the throughput of referrals from the supplier, maintaining a quality and standard that delivers assurances to examiners, enabling effective examination of passport applications digitally by HM Passport Office.
Responsibilities
As part of your role you will:
" Continually upskill, sharing best practice with individuals to ensure efficient and effective document validation outcomes.
" Resolve queries as they arise, directing supplier staff to HMPO resources as appropriate.
" Promote the continued use and regular revisiting of the resources, digital tools and guidance as provided by HM Passport Office.
" Provide continuous support and coaching to supplier staff to build and develop their validation skills, interpreting of HMPO resources and materials, identifying gaps in knowledge and resources.
" Direct supplier staff to refer cases for consideration by a civil servant when a decision is required or access to government only resources, when validation is not clear.
" Efficiently deliver analytical decisions on validation referrals made by the supplier and wider HM Passport Office.
" Complete all activities in accordance with the required legislation and security guidelines. Adhere to HM Passport Office Policy, Procedure and Best Practice guidelines, providing reassurance and confidence in document validation for examiners processing digitised passport applications and associated documents.
" Remain focused on processing referrals to the required performance and quality standard.
" Adapt to change and work flexibly to improve Customer Service and Public Protection within the unit.
" Support examination and public protection teams by handling and answering enquiries and urgent requests to meet service levels.
" Build skills and knowledge to make accurate decisions, undertaking additional checks as required to identify potentially fraudulent documents in accordance with fraud awareness training.

Essential Criteria
" Proven oral and written communication skills
" Ability to work to a high degree of accuracy
" Ability to analyse information using this to make informed decisions
" You use your judgement and take a considered approach to situations and tasks when making decisions
" You work well with others and can build good working relationships
" You are able to follow processes, operating to set standards, adhering to rules and guidelines
" You are adaptable to change both in the work you do or within your work environment
" Ability to work at pace

Security
You must be vetted to CTC level prior to appointment
You will need to have a valid Passport and have resided in the UK for the last 5 years.

Pay rate: £13.67 per hour. This is a temporary role working 37 hours a week Monday to Friday 9am to 5pm, but due to business need you may be required to start earlier, or work later. Duration is 6 months. Location is Hemel Hempstead.