Administrative Officer

Virtual Bridges; Sefton; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A customer-centric service provider is seeking an Administrative Officer for their Customer Services Group in Southport. This hybrid role involves providing outstanding customer service and resolving inquiries related to Passport applications. The ideal candidate will have a passion for delivering excellent service, experience resolving queries, and proficiency in Microsoft Office. The position requires a flexible team player who is committed to continuous improvement and customer satisfaction. Full training will take place in an office environment for the first 10 weeks, leading to a balanced hybrid work model.

Qualifications

• Passion for delivering excellent customer service and working in a team.
• Experience resolving queries on the first point of contact.
• Flexibility to perform a range of multi-skilled duties.

Responsibilities

• Provide outstanding customer service for Passport applications.
• Explain complex nationality and eligibility matters to customers.
• Contribute to the development and improvement of team processes.

Skills

Customer Service

Team Collaboration

Microsoft Office

Problem Solving

Job description

Administrative Officer – Customer Services Group

Location: Southport, PR8 2HH

Works hybrid 60% office, 40% remote – first 10 weeks full time in office for training. Working days: Monday‑Friday, 37 hours per week, 9am‑5pm.

Hourly rate: £13.85.

Duties / Responsibilities

• Provide outstanding customer service resolving telephone and e‑mail enquiries relating to Passport applications within established service timescales.
• Explain to customers a range of complex nationality, eligibility and procedural matters and safeguard 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 information, systems and work tools available.
• Work effectively within a fast‑paced, multi‑tasking, team‑based environment to achieve team goals and targets.
• Contribute to the development and improvement of team processes.
• Maintain personal attendance, performance and development and demonstrate HMPO values.
• Adhere to and comply with HMPO policies and procedures and provide cross‑functional support as required.
• Resolve customer problems fairly and effectively, seeking continuous improvement of the customer experience.

Essential Criteria

• Passion for delivering excellent customer service and working in a team to deliver timely results.
• Experience in providing excellent customer service and resolving queries on the first point of contact.
• Ability to listen and ask questions to understand customers’ needs and expectations.
• Place the customer at the centre of operations and manage difficult situations confidently.
• Flexibility to perform a range of multi‑skilled duties.
• Proficiency with Microsoft Office packages.

Training

No annual leave during the first 5 weeks of the training period.

Clearance level: DBS + CTC (to be applied for by Brook Street upon a successful application).

Role Specific Requirements

Must hold a valid passport and have lived in the UK for longer than 3 years. Periods of 6 months or longer spent outside the UK in the last 3 years will not be accepted.

Security clearance will be processed for successful candidates.

Equality, Diversity and Inclusion

Brook Street are proud to support the Armed Forces Covenant and guarantee interviews to veterans or spouses/partners of military personnel who meet all essential criteria.

As a Disability Confident Leader with Gold Award status from the Defence Employer Recognition Scheme, we offer guaranteed interviews with a PSR Sourcer for candidates with a disability and/or veterans or military spouses/partners who meet all essential criteria.

If you identify as a candidate with a disability, a veteran or a spouse/partner of military personnel and meet all essential criteria, please visit the Brook Street website to register your interest and state the role you are interested in. We are committed to engaging with you.