Customer Service Officer Edinburgh Fixed Term Up To 29 June 2018 job in Musselburgh at Home Office

Customer Service Officer - Edinburgh, Fixed Term, up to 29 June 2018

Company: Home Office

Location: Edinburgh UK

Date Posted:Dec 02, 2016

Her Majesty’s Passport Office is a customer focused organisation providing passports for British citizens and passport verification services. HM Passport Office employs around 3,000 people in a network of offices, across the UK.    The General Register Office (GRO) became part of HM Passport Office on 1 April 2008. GRO oversees the system of civil registration, including births, stillbirths, adoptions, civil partnerships, marriages and deaths, in England and Wales. It does this in partnership with a range of government departments and the 174 local authorities who provide the service directly to their local community.  Further information about HM Passport Office is available on the website The Passport Operations Directorate is responsible for the day to day management, assurance and development of Passport Operations throughout the UK and Overseas Passports Operations.Primary PurposeCustomer Service Officers within Customer Service Offices will contribute to safeguarding identity through conducting interviews to authenticate the identity of passport applicants along with related activities to deliver services within the Customer Service Network.Key ResponsibilitiesThe role encompasses a range of key responsibilities that include:•             Greeting customers and visitors at reception and provide the required assistance.•             Effectively organise daily appointments, welcoming customers, setting expectations, explaining the process, putting customers at ease and handling queries, including complaints.•             Plan all allocated interviews ensuring that any special arrangements required are in place•             Check customers in for appointments, perform photo checks and establish if applicant is fit for interview•             Call the customer to the interview position and explain the process and establish interview can proceed taking into account factors covered by policy.•             Undertake all allocated interviews ensuring any special requirements are in place.•             Confirm the identity of the applicant through checking core details and photo, asking relevant, probing questions, assessing body language, photo check, and utilisation of established interview techniques.•             Identify potential fraud including identity theft in accordance with fraud awareness training and HMPO counter fraud strategy•             Make a final outcome decision on the interview and casenote appropriately.•             Carry out all tasks in accordance with HM Passport Office customer service standards and equal opportunities policy•             Complete of nationality and examination training to support Customer Service Centre to be able to action both complex and standard examination of passport applications.•             As the EO role is a mobile grade cover other offices within the area as required.•             Act as a deputy Customer Service Manager as and when dictated by the needs of the businessNote: An employee may be required to carry out other duties within the scope of the grade and within the limits of their skill, competence and training.For further information and details of how to apply please visit the Civil Service Website View full job description
JobCentre Plus 2 years ago
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