Operational Caseworker/Line Manager
| Posting date: | 01 May 2025 |
|---|---|
| Salary: | £30,000 to £31,500 per year |
| Hours: | Full time |
| Closing date: | 14 May 2025 |
| Location: | Sheffield |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 399984/1 |
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.
The Work, Study, Family & Ukraine (WSFU) service lines are a part of Visas, Status and Information Services (VSI), a Directorate within the Home Office’s Customer Services Group. The service lines play a vital role in supporting the economy and cultural life of the UK, deciding annually millions of applications from people wishing to come to the UK to visit, work, study or join their Family.
The role/service line which you will be posted to will depend on the business needs at the time of onboarding. Candidates will not be given the option to choose between roles/service lines.
Each role will require you to make decisions that will help to place our customers’ needs at the centre of what we do. If you are inquisitive, enjoy working in a fast-paced environment, and take pride in delivering a high quality of customer service, then these roles could be right for you.
This campaign is for Executive Officer (EO) across the Work, Study, Family and Ukraine service lines.
Those allocated to decision-making will be checking online applications where the individual will have to assess documentation supporting applications, for example from individuals wanting to work or study in the United Kingdom. Full training and peer/manager guidance will be provided. Caseworkers are expected to work to daily targets and performance will be monitored against quantity produced as well as the quality and accuracy of decision.
Candidates are expected to be both flexible and adaptable as there may be a requirement to work across all work areas, depending on business need.
This is a generic campaign where primarily these will be decision maker roles, but there may also be opportunities to work in various related EO roles in the Work, Study, Family and Ukraine teams. Also, candidates may get offered alternative EO roles outside Work, Study Family and Ukraine but still within Visas, Status and Information Services.
Different roles will require varying levels of office attendance, some roles offer a minimum of 60% office attendance whilst others require 100% office attendance. All staff are expected to meet this requirement, including working in the office on a Monday and/or Friday as required by the business.
Postings will be staggered, and the timings will depend on the availability of accommodation/IT equipment.
Key Responsibilities
The successful candidates will be responsible for (but not limited to):
- Providing accurate information in a professional and helpful manner by collecting and assessing relevant data and information from various sources
- Prioritising workloads in accordance with operational procedures to achieve targets and standards and updating systems accurately within agreed timeframes
- Considering large amounts of information to fully inform the requirements of the role and to produce clear and correct outcomes of a high quality standard
- Conducting interviews to the required Home Office standard ensuring all information necessary is obtained
- Using feedback from a variety of stakeholders to assist in identifying any learning and development to be fully efficient in the role
- Demonstrating sensitivity, emotional resilience and understanding of the needs of vulnerable customers throughout the process
If posted to a line management role you may also be required to:
- Lead a team to deliver a good customer service, whilst carrying out the required management functions to fully support the team
- Be accountable for managing performance, attendance and conduct in line with Human Resources (HR) policies
- Manage the workflow of an operational team
Working Pattern
This role is available on a full-time basis with the option of compressed hours working.
We encourage applications from candidates who wish to work part-time; however, part-time opportunities cannot be guaranteed and are subject to the requirements of the role and business. Candidates wishing to work part-time should notify the vacancy holder as soon as a provisional offer of employment is made, to explore whether this can be accommodated.
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