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 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.
PCCR contains three service lines: Passports, Citizenship and Civil Registration. It is an operational delivery area with a range of functions, which predominately considers applications for British Citizenship, applications for British Passports, and to support the recording of life events, including births, deaths and marriages/civil partnerships in England and Wales and to provide certificates via an application process.
This position is located within a supplier sites based in Corby (3 vacancies) and Hemel Hempstead (6 vacancies), undertaking the scanning, validation, and storage of passport related customer documents. The role will provide on-going guidance and support to our third-party supplier and contribute to the upskilling and development of their document validation skills while processing referrals made to them from supplier document handlers.
Working as a team to support and process the validation of documents in line with HMPO policy and procedures. Working at pace to meet the volume of referrals from the supplier, while maintaining a quality to support the effective examination of digital passport applications by HM Passport Office.
Training will be provided on site and there is minimal travel required for this role.
This role requires 100% office attendance due to the role and size of the estate.
Key Responsibilities
As part of your role, you will:
* Provide continuous support and coaching to supplier staff to build and develop their validation skills, interpreting of HMPO resources and materials, identifying gaps in knowledge and resources.
* Direct supplier staff to refer cases for consideration by a civil servant when a decision is required or access to government only resources, when validation is not clear.
* Remain focused on processing referrals to the required performance and quality standard.
* Adapt to change and work flexibly to improve Customer Service and Public Protection within the unit.
* Build skills and knowledge to make accurate decisions, undertaking additional checks as required to identify potentially fraudulent documents in accordance with fraud awareness training.
* Refer applications, with recommendations, where there appears to be concerns in the authenticity of a document or as directed by public protection teams.
* Escalate cases in line with guidance and policy where forgery concerns are identified.
Working Pattern
This role is available on a full-time basis working 9 am-5pm. This role is also suitable for part-time working hours, with a minimum requirement to work per week due to business requirements.
FTA 12 months with the option to extend by 6 months to an overall maximum of 18 months if work demands necessitate the extension.
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Disability Confident
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 .