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Resolution Centre Customer Service Officer, Evenings and Weekends

Job details
Posting date: 17 March 2025
Salary: £26,750 per year
Hours: Full time
Closing date: 07 April 2025
Location: Liverpool
Company: Government Recruitment Service
Job type: Permanent
Job reference: 393919/1

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 Group brings together Asylum & Human Rights, Visas and Citizenship (V&C), His Majesty’s Passport Office (HMPO), and the General Register Office (GRO) We take a customer-led approach to delivering services, whilst always maintaining robust security controls. We are a team of over 14,000 and work with over 13 million customers annually.

The position is for an AO Customer Service Officer, working in a Contact Centre based in the Resolution Centre.

Customer Service Officers are responsible for handling multiple calls, emails, and webchat queries in relation to the EU Settlement Scheme, eVisas and electronic travel authorisation (ETA).

Customer Service Officers will support general customers of varying nationalities requiring advice on how to apply, application updates, digital status enquiries and questions around rights to work and rent.

These are part time roles available for the following shifts (18.5 hours):

Shift E:
Sunday 09:15-16:45
Monday 16:00-20:00
Tuesday 16:00-20:00 Wednesday 16:00-20:00

Shift F:
Wednesday 16:00-20:00
Thursday 16:00-20:00
Friday 16:00-20:00
Saturday 09:15-16:45

As a Customer Service Officer in the Resolution Centre no two days are ever the same as you will be trained on multiple workstreams and systems. You will be working in a fast paced, customer service-based environment.

You will be given comprehensive training. Once fully trained you will be empowered to resolve all customer enquiries efficiently and professionally.

Please note that 100% office attendance is required during the training and consolidation period.

Your role will include:

  • Answering phone calls and responding to simultaneous webchat and email enquiries in a polite and professional manner
  • Providing a complete and informed response on first contact to all customers
  • Reviewing customer information, including information provided as part of their application; assessing any further actions they may need to take and advising customers appropriately
  • Accurately inputting all necessary information on internal IT systems within required timelines so that customer contact is recorded; routing contact appropriately based on the information you receive
  • Taking responsibility for your own development needs, proactively maintaining and building your knowledge of relevant subjects following training
  • Committing to continuous improvement with willingness to take responsibility for identifying and/or implementing improvements

Proud member of the Disability Confident employer scheme

Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.