Customer Service Officer Location: Liverpool Salary: £26,750 Working pattern: Part-time/shift work Take on a rewarding role within a friendly, supportive culture, where every interaction you have has impact. About us The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, fire, crime, drugs policy, immigration and passports. The Resolution Centre handles a wide range of complex calls, emails and webchat queries in relation to the EU Settlement Scheme, eVisas and electronic travel authorisation (ETA). Join, and you’ll be part of a fast-paced, friendly team doing unique work, where providing great customer service, in a polite and professional manner, is the priority. About the role As a Customer Service Officer, you’ll support customers of various nationalities providing advice on how to apply, application updates, digital status and questions around rights to work and rent. Your main responsibility – once training has been provided – will include answering phone calls as well as responding to webchat and email enquiries. You’ll review customer information; assess any further actions they may need to take and advise accordingly – providing complete and informed responses every time and routing calls to the right departments when necessary. Plus, you’ll input all relevant information into our internal IT systems within the required timelines to ensure customer contact is always recorded. About you As well as having a passion for delivering excellent customer service, you’ll be fluent in English and have strong communication and interpersonal skills. You’ll also be able to work well both within a team and individually. Previous contact centre experience including – dealing with calls, webchat queries, and email correspondence – will support you within your role but isn’t a necessity. You’ll receive all the training and support you need to get to know our systems, but we’ll expect you to take responsibility for your own development, maintaining and building your knowledge. You’ll be committed to continuous improvement and proactively identify and help to implement better processes and ways of working. Training and development When you join, you’ll receive two weeks of comprehensive classroom training to ensure you’re fully confident and comfortable to navigate multiple systems and carrying out your responsibilities. After a period of consolidation (a chance to reinforce your learning), you’ll be shadowed and supported on calls, before being signed off to work independently. Please note that you’ll be required to attend the office for all training and consolidation. From day one, you’ll be given support to gain new skills and experience, and there are plenty of development and progression opportunities within the department, as well as across the wider organisation. Working patterns You will have the opportunity to work from home for 40% of your week. Our part-time roles (based on 18.5 hours) consist of the following shifts: Shift E: Sunday – 09:15-16:45 Monday – 16:00-20:00 Tuesday – 16:00-20:00 Shift F: Wednesday – 16:00-20:00 Thursday – 16:00-20:00 Friday – 16:00-20:00 Saturday – 09:15-16:45 Closing date: 7 April 2025.