Customer Contact Call Centre Agent
| Posting date: | 28 July 2025 |
|---|---|
| Salary: | £26,750 per year |
| Hours: | Full time |
| Closing date: | 11 August 2025 |
| Location: | Southport |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 418225/1 |
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.
As a Customer Contact Officer, you will be responsible for delivering a high-quality service to Civil Registration customers.
We are looking for candidates who:
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.
Are able to confidently manage potentially difficult and challenging situations.
Are flexible in their approach to work, and successfully perform a range of multi-skilled duties.
This post will be within Civil Registration working as Call Centre Officer providing support and guidance to our customers.
The roles will be based in our Contact Centre with activities carried out via telephone.
Key Responsibilities
These will include but not exhaustive:
- Taking certificate orders.
- Progress chasing orders and cases.
- Supporting customers with general queries relating to Civil Registration products and services.
You may be asked to support other roles within Certificate Production business area relevant to grade. This can include but not exhaustive: - Quality assuring certificates prior to despatch.
- Supporting with general queries from colleagues.
Working Pattern
This role is available on a full-time basis. This role is also suitable for part-time working hours, with a minimum requirement to work 32 hours over 5 days per week due to business requirements.
Operating hours are 08:00am to 18:00pm.
This role is a call handling role and involves contact with the general public that can involve challenging conversations. The hours stated are specific in this role. Please take this into consideration when applying.
Proud member of the Disability Confident employer scheme