Customer Contact Centre Agent
| Dyddiad hysbysebu: | 20 Ionawr 2026 |
|---|---|
| Cyflog: | £27,553 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 02 Chwefror 2026 |
| Lleoliad: | Southport |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 444732/1 |
Crynodeb
The Customer Service Management Team (CSMT) are responsible for all customer enquiries for His Majesty’s Passport office. Enquiries are received via multiple routes (telephone, email or post) from customers both within the UK and overseas. CSMT processes over 600 thousand customer contacts per year.
HM Passport Office is undergoing a period of transformation with an aspiration of further improving our customer service by becoming a modern digital business. It is an exciting time to work in a part of government that touches the lives of the vast majority of citizens.
Further information about HM Passport Office is available on GOV.UK.
As a Customer Contact Officer, you will be responsible for delivering a variety of customer focused activities within a customer service environment, to support the wider HM Passport Office operational network.
The Customer Service Management Team is located in Southport and our opening hours are between 8:00 – 18:00, Monday – Friday.
Key Responsibilities
As part of a supportive and welcoming team, you will provide excellent customer service in a telephony environment:
As part of your daily responsibilities, you will:
- Make outbound calls and send emails in a contact centre environment, handling queries professionally, fairly and effectively seeking to improve the customer experience through continuous improvement.
- Address customer telephony/email enquiries and complete follow-up tasks, escalating cases where necessary.
- Manage sensitive and challenging calls with a positive and professional approach.
- Deliver accurate, timely, and easy-to-understand information to ensure high-quality customer service.
- Provide advice on complex nationality, eligibility, and procedural enquiries in line with HMPO standards.
- Maintain up-to-date knowledge of legislation, policies, procedures, and security guidelines.
- Take responsibility for personal attendance, performance, and continuous development.
- Work flexibly, supporting colleagues and promoting HMPO values while adhering to policies and procedures.
Note: An employee may be required to carry out other duties within the scope of the grade and within the limits of their skill, competence and training.
Working Pattern
The full-time working week in CSMT is 37 hours with a 36-minute daily lunch break. Full-time shifts are therefore 8 hours including lunch break. Your shift will be confirmed upon offer of post.
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 <4 days / 30 hours> per week due to business requirements.
Training
During the initial 5 weeks of your employment, you are required to participate in, 100% office-based, full-time training. Afterwards, upon review of your performance and quality, the opportunity to undertake hybrid working may begin.
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