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HYBRID 60% office based, 40% remote working.
Hourly rate: £12.84
Contract: Temporary, 6 months with possibility of extension.
Working Days: Monday to Friday
Working Hours: 37 hours
Start Time: 8:45 am
End Time: 17:09 pm
Brook Street in partnership with the Home Office has a fantastic opportunity to join their Customer Services - Visa, Status and Information Services department as an AO Resolution Centre Agent.
AO Resolution Centre Agents are telephony staff responsible for handling calls in relation to EU Settlement Scheme and Future Borders and Immigration applications. They will deal with general customers of varying nationalities requiring advice on how to apply, application updates (EUSS and FBIS), digital status enquiries, and rights to work and rent.
Key Responsibilities:
As a Customer Agent, you will be trained and empowered to resolve all customer enquiries in a 'once and done' approach. Responsibilities include:
* Answering phone calls in a polite and professional manner.
* Providing a complete and informed response on first contact to all customers.
* Reviewing customer information, assessing any further actions they may need to take, and advising customers appropriately.
* Accurately inputting all necessary information on internal IT systems within required timelines.
* Taking responsibility for your own development needs and maintaining knowledge of relevant subjects following training.
* Committing to continuous improvement and identifying/implementing improvements.
Training:
No holidays during the 2-week training period. Full-time training for 2 weeks.
You must hold a valid passport and have lived in the UK for longer than 5 years. This role requires security clearance that will be processed for you, if successful.
Brook Street supports the Armed Forces Covenant and guarantees to interview all candidates who are veterans or spouses/partners of military personnel, meeting all essential criteria for the vacancy.
As a Disability Confident Leader and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street will offer you a guaranteed interview with a PSR Sourcer.
If you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all essential criteria, we encourage you to reach out to us via the Brook Street website.
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