Resolution Centre Customer Service Officer
| 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: | 394014/1 |
Summary
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.
They 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.
The available shift pattern is Monday to Friday 08:45 – 17:09 (37 hours with a one-hour lunch).
As a Customer Service Officer, you will be given full 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