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.
Executive Officer (EO) Resolution Centre Agents are responsible for handling calls, webchat queries, and emails in relation to EU Settlement Scheme, Future Borders and Immigration applications and provide digital status support. EO Resolution Centre Agents liaise predominantly with third parties such as Grant Funded Organisations and Solicitors along with the departments most vulnerable customers.
You will be responsible for managing a team of up to 15 AO customer contact agents who handle inbound customer telephone calls, webform and webchat enquiries from the public regarding EU Settlement Scheme and Digital status queries.
You will be responsible for managing a team of up to 15 AO customer contact agents who handle inbound customer telephone calls, webform and webchat enquiries from the public regarding EU Settlement Scheme and Digital status queries.
You will support the development of your team through coaching and providing feedback whilst also adhering to all HR and performance management processes.
Key Responsibilities
* Managing your team’s HR, including behavioural and performance deficiencies effectively
* Managing your team’s productivity and quality of customer service
* Improving performance and developing your team to reach their full potential
* Ensuring full contribution to achieving individual, team and unit targets
* Working with the senior team, contributing to the management of the unit. Responsibility for escalated contact, supporting vulnerable customers or those with complex needs
* During periods of high demand, directly handling customer contact via webform, webchat and telephone calls
* Proactively maintaining and building your leadership skills and knowledge of relevant subjects
* Completing and providing management information data for trend analysis
* Communicating effectively with your teams to ensure that policies and procedures are understood and implemented
* Building effective working relationships with key internal and external stakeholders
* Reporting to the HEO Operations Manager
Working Patterns
This role is for part-time working hours, with a minimum requirement to work 18.5 hours per week.
Shift options to be decided based on business needs:
Shift E (x2)
Wednesday – Friday 4pm – 8pm + Saturday 9:15 – 16:45
Shift F (x3)
Monday – Wednesday 4pm – 8pm + Sunday 9:15 – 16:45
60% Office attendance required scheduled by rota.
Proud member of the Disability Confident employer scheme
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 .