Admin Officer - Customer Services
Job Description
Grade: Admin Officer (AO)
Location: Southport, PR8 2HH
Hybrid Working: Office based for training then hybrid (60% office and 40% WFH)
Hourly rate: £12.84
Working Days/Hours: Mon-Friday 09:00 AM-17:00 PM, including 1 in 6 Saturdays- Saturday Shift 08:45 AM-16:45 PM. When a Saturday is worked staff will be allocated a day off in lieu the preceding week.
Brook Street in partnership with the HMPO has a fantastic opportunity to join their Customer Service Management Team.
Daily Duties/Responsibilities:
Resolving all telephone and e-mail enquiries relating to Passport application and Certificate orders, within the established service timescales. Providing advice and guidance on a range of, complex nationality, eligibility and procedural enquiries to customers of HM Passport Office, to safeguard the customer experience through the effective implementation of standards, policies and processes, or to provide advice and guidance on enquiries relating to Civil Registration.
Experience/ Skills
Have experience in providing excellent customer service, with a focus on resolving queries first time through effective use of appropriate communication channels.
Can gain a clear understanding of customers' needs and expectations by listening and asking questions to deliver a high-quality service.
Can place the customer at the centre of operations and work to resolve customer queries at the first point of conta...