Admin Officer - Customer services

Admin Officer - Customer Services
Job Description
Grade: Admin Officer (AO)
Location: Southport, PR8 2HH
Hybrid Working: Office based for training then hybrid (60% office and 40% WFH)
Hourly rate: 12.84
Working Days/Hours: Mon-Friday 09:00 AM-17:00 PM, including 1 in 6 Saturdays- Saturday Shift 08:45 AM-16:45 PM. When a Saturday is worked staff will be allocated a day off in lieu the preceding week.

Brook Street in partnership with the HMPO has a fantastic opportunity to join their Customer Service Management Team.

Daily Duties/Responsibilities:
Resolving all telephone and e-mail enquiries relating to Passport application and Certificate orders, within the established service timescales. Providing 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.
Experience/ Skills

• Have experience in providing excellent customer service, with a focus on resolving queries first time through effective use of appropriate communication channels.
• Can gain a clear understanding of customers' needs and expectations by listening and asking questions to deliver a high-quality service.
• Can place the customer at the centre of operations and work to resolve customer queries at the first point of contact.
• Excellent written and oral communication skills.
• Able to confidently manage potentially difficult and challenging situations.
• Flexible in their approach to work, and successfully perform a range of multi-skilled duties.

Training:
The Passport Office require 100% office attendance for the duration of a 5 week training period. After this period, a hybrid working model will be introduced.
Please note that no annual leave will be permitted during the 2 weeks of training.

Role specific requirements:
You must hold a valid passport and must have lived in the UK for longer than 5 years. You can apply for the role with your CV. This role requires security clearance that will be processed for you, if successful.
Brook Street are proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.