Technical Specialist
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.
Customer Services, plays a key role within the Migration and Borders System. Customer Services has typically over 13 million customers annually, with a workforce of over 14,000 across its legacy constituent business units including: Asylum & Human Rights, Visas and Citizenship (V&C), His Majesty’s Passport Office (HMPO), and the General Registrar Office (GRO).We take a customer-led approach to delivering services, whilst always maintaining robust security controls.
Customer Operations Support Services (COSS) brings together colleagues within cross-cutting functions of Customer Services, to improve internal employee experiences and drive operational improvements for customers, whilst maintaining security and control.COSS has continually grown and developed with the key role of engaging with multiple directorates and to ensure operations remain aligned to the Customer Services strategy. Our Customer Services collective vision is to place our customers’ needs at the centre of what we do, being adaptive, responsive, and respectful.
Customer Operations Support Services ensures our customers’ voices are heard, and we appropriately influence and impact our operations to improve outcomes for our customers and the public. We will enable and empower our people to deliver consistent and effective outcomes to meet our customers’ needs.
The Single View of Customer Team (SVCT) is offering an exciting opportunity for a Technical Specialist to join a dynamic and fast-paced team. In this role, you will be responsible for analysing data across multiple Home Office systems, playing a key part in supporting the transition of customers to E-Visas and digital status.
You will identify root causes of issues and collaborate with both internal and external stakeholders to implement solutions and provide clear guidance. This is a pivotal time to join the SVCT, as the team is integral to delivering a key Home Office priority.By joining, you will have the opportunity to contribute to nearly every aspect of the Home Office’s work, from border operations to decision-making units.
Comprehensive training will be provided to help you harness your unique skills and experience, enabling you to make a meaningful impact while continuing your professional development. As the team grows and evolves, you will have the opportunity to influence its future direction and make a significant difference to both our customers and stakeholders.
In this role, you will collaborate closely with colleagues from Digital Data and Technology (DDaT) to investigate, diagnose, and resolve identification data issues, while also helping to establish upstream solutions for database-related challenges.
The work carried out by SVCT is essential in ensuring that customers can access vital services. Therefore, we are seeking a talented individual with a curious mindset, a passion for problem-solving, and a commitment to delivering outstanding customer service.You will need to be adept at analysing complex cases and concerns referred to the unit and providing expert assistance to both internal and external stakeholders.
Working Pattern
Due to the business requirements of this role, it is only available on a full-time basis.
Key Responsibilities- Investigate and respond to merged identity queries raised by caseworkers through the IT Now platform.
- Conduct data analysis and comparisons across multiple Home Office systems to form conclusions and draft accurate responses to stakeholders regarding merged identity issues.
- Manage and prioritise emails related to merged identity requests, ensuring timely responses.
- Correct inaccurate customer records in accordance with established guidance and procedures.
- Identify and refer GDPR-relevant cases, submitting incident reports where necessary.
- Engage and collaborate effectively with stakeholders to resolve issues and provide updates.
- Provide advice and support in developing the merged identity process across the department, staying informed of IT system and database updates, and identifying opportunities for process improvement to reduce merged identity cases.
- Prepare and respond to Management Information (MI) requests from senior managers.
- Share knowledge and best practices with colleagues to foster continuous improvement.