Customer Services Group

Description:

The management and development of an operational team with the aim of improving performance and consistently meeting targets for quality, efficiency and customer service in processing passport applications, customer complaints and correspondence.

Posts will be offered on our evening shift which attracts a 20% shift allowance from 8pm up until your contracted finish time. This can very slightly at each location.

Applications from part time candidates are welcomed, although any posting would depend upon suitable job sharing arrangements being available.

You may be required to wear corporate wear.

Travel around the UK, with occasional overnight stays, may be necessary.

Due to budgetary constraints, Excess Fares Allowance (EFA) will not be available for this role.

The successful candidate must pass security clearance and would only be offered the position on the condition that they subsequently pass the clearance process.

You may be required to undertake training on non-working days.

Person specification

• To manage all functions within a Passport Production Team to provide efficient and timely customer care to internal and external customers and to meet key productivity targets as outlined in the Local Business Plan.
• To manage the quality of the work produced by the team.
• To provide guidance and support to ensure that staff accurately examine passport applications in line with current policy, procedures and legislation.
• To manage staff and workflow within the team to provide efficient and timely customer care to internal/external customers.
• To ensure all dealings with customers are handled in a timely, courteous, and helpful manner.
• To manage the use of procedures in the team and apply appropriate management control so as to comply with HM Passport Office policy and best practice guidelines.
• To manage the attendance, deployment and availability of staff so as to provide the best match between available resources and likely demand.
• To brief staff, complete the induction of new members of staff, manage individual performance levels and address development needs and potential.
• To maintain an up to date knowledge and understanding of legislation, policy, procedure and best practice.
• To manage own time so as to complete all work efficiently and meet agreed service level response times.
• To take responsibility for own performance and personal development.

Note: 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.

Essential Criteria

• Excellent communication, time management and prioritisation skills.
• Ability to work collaboratively with the flexibility to complete important tasks that may be required at short notice.
• Ability to manage a challenging workload and prioritise demands.
• Excellent team player.