Caseworker / Line Manager
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 Operations, Asylum Support, Accommodation, Resettlement, and Asylum Returns & Transformation, Passports, Citizenship & Civil Registration, Customer Operations Support Services and Visa Status & Information.As a major operational arm of the Home Office, we play a vital role in supporting the economy and cultural life of the UK.
We are recruiting for all departments within Customer Service Group. The roles which you will be posted to will depend on the business needs at the time of onboarding. Candidates will not be given the option to choose between roles.
Each role will require you to make decisions that will help to place our customers’ needs at the centre of what we do. If you are inquisitive, enjoy working in a fast-paced environment, and take pride in delivering a high quality of customer service, then these roles could be right for you.
This campaign is for Executive Officer (EO) vacancies across all business areas within Customer Services Group.
Due to the scale of the campaign, we are unable to ask your preference regarding the type of role we offer you. However, as this is a generic campaign, the majority of roles on offer are similar.
Additional roles, in other business areas and locations within Customer Services Group, may become available over the next 12 months or as the campaign progresses, so if you are interested in being an EO in Customer Services Group please do apply.
The roles which you will be posted to will depend on the business need/priority at the time you gain full security clearance and pass pre-employment checks.
Postings will be staggered, and the timings will depend on the availability of accommodation/IT equipment.
Events
Civil Service recruitment uses the Success Profiles framework. This requires you to demonstrate, through real examples, how you are suitable for the role.
This is a different approach to a lot of private companies, so we are holding 2 events to share some hints and tips with you.
The call will be hosted by colleagues from the Home Office who will share their experiences of the recruitment process, and will last for approximately 45 minutes.
We will talk about writing a strong Personal Statement and how to get the best out of your Interview.
The events will be held on:
Wednesday 5th March 2025 at 18:00 and Tuesday 11th March 2025 at 13:00
Date: Wednesday 5th March 2025
[...]
Date: Tuesday 11th March 2025
[...]
The content is the same for each event, so you only need to join one. The events are not mandatory but are a great way to learn about our recruitment process.
Key Responsibilities (will include but not limited to the following):
Your duties could include but are not limited to:
- Providing accurate information in a professional and helpful manner by collecting and assessing relevant data and information from various sources.
- Prioritising workloads in accordance with operational procedures to achieve targets and standards and updating systems accurately within agreed time-frames.
- Considering large amounts of information to fully inform the requirements of the role and to produce clear and correct outcomes.
- Conducting interviews to the required Home Office standard ensuring all information necessary is obtained.
- Using feedback from a variety of stakeholders to assist in identifying any learning and development to be fully efficient in the role.
- Demonstrating sensitivity, emotional resilience and understanding of the needs of vulnerable customers throughout the process.
If posted to a line management role you may also be required to:
- Lead a team to deliver a good customer service, whilst carrying out the required management functions to fully support the team.
- Be accountable for managing performance, attendance and conduct in line with HR policies.
- Manage the workflow of an operational team.
Working Pattern
Full-time hours are 37 hours per week (Monday to Friday between the core working hours of 7am to 7pm.)
Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where employees will be expected to spend a minimum of 60% of their working time in the office. Different roles will require varying levels of office attendance, some roles offer a minimum of 60% office attendance whilst others require 100% office attendance.
We encourage applications from candidates who wish to work part-time; however, part-time opportunities cannot be guaranteed and are subject to the requirements of the role and business. Candidates wishing to work part-time should discuss this with the vacancy holder following successful completion of pre-employment checks, to explore whether this can be accommodated at your selected location.
Training
Training will be provided for all roles; part time and flexible working roles are available but for the majority of roles there may be an initial full time training requirement which may be office based.