Caseworker

Posting date:	29 January 2026
Salary:	£27,553 per year
Hours:	Full time
Closing date:	12 February 2026
Location:	Liverpool
Company:	Government Recruitment Service
Job type:	Permanent
Job reference:	445079/1

Summary

The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, crime, drugs policy, immigration and passports.

The Customer Services Group is an important operational arm of the Home Office, responsible for delivering a wide range of public services that support the UK’s economy and cultural life. Our work spans the administration of passports, citizenship, civil registration, and visas, as well as managing asylum applications, support and accommodation, along with resettlement and returns.

Further information about HM Passport Office is available on GOV.UK.

The Casework function is responsible for the day-to-day management, assurance and development of staff throughout the UK and International Passports operations.

To maintain the integrity of the UK passport by examining applications, confirming identity and establishing the nationality of the applicant and to approve for issue those that meet legislative and policy requirements.

Key Responsibilities:

• Review passport applications submitted online or at the Public Office, ensuring applicants’ identity and nationality are correctly assessed in line with current policy, procedures, and legislation.
• Support other operational functions within His Majesty’s Passport Office (HMPO), depending on business needs and location.
• Provide clear, timely and professional customer service to both internal and external customers.
• Respond to enquiries and complaints in writing, by phone, and face‑to‑face, following established guidance and standards.
• Build and maintain strong knowledge of relevant legislation, policies, procedures and security requirements to ensure all work meets HMPO best‑practice standards.
• Examine documents and evidence carefully to help identify potential fraud, following HMPO counter‑fraud guidance and training.
• Work flexibly and collaborate with colleagues across different operational areas when required.
• Take ownership of your performance, learning and development, demonstrating reliability and a commitment to high standards of work.

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

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 30 hours per week due to business requirements.

This is a full-time position; however part-time workers are welcome to apply. Candidates applying for the role on a part-time basis should be aware that flexibility in terms of working days will be required in order to deliver the necessary training.

Please be aware that this post also requires candidates to work one Saturday in three.

Training

Full training will be provided.

Proud member of the Disability Confident employer scheme

About 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.