Flex Agent
| Posting date: | 15 November 2024 |
|---|---|
| Salary: | £30,000 to £31,500 per year |
| Hours: | Full time |
| Closing date: | 28 November 2024 |
| Location: | Liverpool |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 378276/1 |
Summary
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.
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.