Administrative Officer

Brook Street; Liverpool City Region; On-site; GBP 28,000 - 30,000; Full time

Job summary

A recruitment agency is seeking an Administrative Officer in Liverpool to provide outstanding customer service for the Passport Office. This role is hybrid, requiring 60% office attendance, and necessitates strong communication skills and the ability to handle challenging situations. Applicants must have lived in the UK for three years and possess a valid passport. Training is full-time in-office for the first ten weeks.

Qualifications

• Passion for delivering excellent customer service.
• Experience in resolving queries effectively.
• Excellent written and verbal communication skills.

Responsibilities

• Provide outstanding customer service by resolving inquiries.
• Advise on nationality and eligibility queries.
• Work effectively in a fast-paced team environment.

Skills

Customer service

Effective communication

Problem resolution

Flexibility

Proficiency in Microsoft Office

Job description

Administrative Officer – Customer Services Group (Home Office)

Location: Southport, PR8 2HH

Full‑time hybrid: 60% office, 40% remote – first 10 weeks full‑time in office for training.

Hourly rate: £13.85

Working days/hours: Monday to Friday, 37 hrs per week, 9 am – 5 pm.

Brook Street, in partnership with the Home Office, is looking for an Administrative Officer to support the Passport Office.

Duties & Responsibilities

• Provide outstanding customer service by resolving telephone and e‑mail enquiries related to passport applications within established service timescales.
• Give advice and guidance on complex nationality, eligibility and procedural enquiries, safeguarding the customer experience through effective implementation of standards, policies and processes.
• Develop and maintain knowledge of legislation, policy, procedure and security guidelines.
• Investigate and follow up queries using all available information, systems and tools.
• Work effectively in a fast‑paced, multi‑tasking, team‑based environment to achieve team goals and targets.
• Contribute to the development and improvement of team processes.
• Take responsibility for personal attendance, performance and development.
• Demonstrate and promote HMPO values; adhere to HMPO policies and procedures.
• Work flexibly and provide support to other operational colleagues/areas as required.
• Resolve customer problems fairly and effectively, seeking continuous improvement of the customer experience.

Essential Criteria

• Passion for delivering excellent customer service and a team‑oriented approach.
• Experience resolving queries first time through effective communication channels.
• Ability to understand customers' needs and expectations by listening and asking questions.
• Commitment to placing the customer at the centre of operations and resolving queries at first contact.
• Excellent written and oral communication skills.
• Confidence in managing potentially difficult and challenging situations.
• Flexibility and ability to perform a range of multi‑skilled duties.
• Proficiency in Microsoft Office packages.

Additional Requirements

• No annual leave during the first 5 weeks of the training period.
• Clearance level: DBS + CTC (to be applied for by Brook Street on successful application).
• Must hold a valid passport and have lived in the UK for longer than three years – no period of six months or longer spent outside the UK in the last three years will be accepted.
• Will undergo security clearance processing if successful.

Inclusion & Diversity

Brook Street supports the Armed Forces Covenant and guarantees interviewers to veterans or spouses/partners of military personnel who meet all essential criteria.

As a Disability Confident Leader and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street – a supplier to the Public Sector Resourcing Framework (PSR) – offers a guaranteed interview with a PSR Sourcer for suitable candidates. If you identify as a candidate with a disability, veteran or spouse/partner of military personnel, please register your interest via the Brook Street website.

In cases of a high volume of ex‑military candidates who meet the essential criteria, Brook Street will interview the best candidates from within that group.