This position is no longer open for applications

Customer Contact Officer

8:00am – 8:00pm Monday – Friday; 8:45am – 5:30pm on Saturdays.

Southport

£11.10 per hour – temp to perm

Her Majesty’s Passport Office (HM Passport Office) is a directorate of the Home Office and is a customer focused organisation providing passports for British citizens, passport verification services and overseeing the delivery of civil registration in England and Wales.

Job description
These roles are based in a telephony-based Contact Centre. As a Customer Contact Officer, you will be responsible for delivering a variety of customer focused activities within a customer service environment, to support the wider HM Passport Office operational network.

These activities will primarily be via telephone, however, could also be via e-mail or letter or social media.

Responsibilities

• To resolve all telephone queries and e-mail/twitter enquiries relating to Passport application and Certificate orders, within the established Service Level Agreement timescales.
• Provide advice and guidance on a range of complex nationality, eligibility and procedural enquiries to customers of HM Passport Office, to safeguard the customer experience through the effective implementation of standards, policies and processes, or to provide advice and guidance on enquiries relating to Civil Registration.
• To provide a comprehensive response to customer complaints ensuring identification of lessons learned.
• To develop and maintain knowledge of legislation, policy, procedure and security guidelines.
• To provide timely and excellent customer service
• Investigating and following up queries using all information, systems or work tools available.
• Working effectively within a fast-paced multi- tasking team-based environment to achieve team goals / targets.
• Contributing to the development and improvement of team processes.
• Taking responsibility for one’s own personal attendance, performance and development.
• Demonstrating and promoting HMPO Values in all areas of work.
• Adhering to and complying with HMPO policies and procedures.
• Working flexibly and providing support to other operational colleagues / areas as required.
• Resolving customer problems fairly and effectively seeking to improve the customer experience through continuous improvement.
• Note: An employee may be required to carry out other duties within the scope of the grade and within the limits of their skill, competence and training.
• Excess Fares Allowance (EFA) will not be available for this role. T&S will be paid in accordance with Home Office Policy
• It will not be possible to pay any cost associated with dual workplace, including tax liabilities.
• Applicants may be required to work from home (this is dependent on business need). Some travel may also be required.

We are looking for people who:

• Have proven ability to meet customer service targets and deadlines
• Have excellent written and oral communication skills, with a wide range of diverse customers
• Have proven experience of working in a customer facing environment and promoting good customer service and communication.
• Are flexible and able to successfully perform a range of multi-skilled duties.
• Display excellent interpersonal skills and are flexible, adaptable and creative in solving problems and dealing with change.
• Have a strong sense of personal ethics and honesty.
• Are able to confidently manage potentially difficult and challenging situations.
• Can demonstrate sound interpersonal, communication and relationship building skills and thrive working as part of a team.