Full time Customer Services Group at Home Office
Job Description
Job summary
His Majesty’s Passport Office (HMPO) is an operational command within the Home Office, focused on delivering the right balance between public protection and customer excellence. HMPO employs over 4,000 people in a network of offices, across the UK.
The Public Protection and Standards (PPS) is responsible for:
- Delivering quick and robust investigations into pre and post issue fraud and by targeting high-harm cases; and managing litigation effectively.
- Working with partners like the police to deliver more sanctions.
- Using intelligence to respond to threats quickly and design fraud out of the system.
- Protecting vulnerable people – we help prevent child abduction and the exploitation of vulnerable adults.
- Preventing the abuse of lost and stolen passports and Fraudulently Obtained Genuine (FOG) passports.
- Supporting the response to threats from terrorism and serious and organised crime.
- Maintaining a robust risk and assurance function and ensuring the security of our data and systems.
- Ensuring we have a strong voice in transformation and day-to-day operations.
Further information about His Majesty’s Passport Office is available on the GOV.UK website www.gov.uk/government/organisations/hm-passport-office
For more information about working for the Home Office, please visit Home Office Careers website.
Job description
The post holder will be part of the Public Protection Hub in Glasgow which encompasses four individual teams with five roles within them.
We work in a multi-skilled environment, and it is expected that the successful candidate will rotate between the four teams. The post-holder may be required to undertake an internal test depending on the team you will work in.
Vetting to SC level is a pre-requisite for this role and the successful candidate must pass this before they can take up the position.
Hybrid working is available for this role where business needs allow it.
Person specification
The work of the teams is varied and demanding and includes:
- Contribute to the Home Office strategic priorities of ‘Cutting crime, Immigration and Preventing Terrorism’.
- Contribute to the HMPO Public Protection Key Performance Indicators.
- Management of workflow within the teams.
- Analysis and development of intelligence.
- Provide witness statements for external stakeholders.
- Dissemination of intelligence reports.
- Fraud referral case work and provision of specialist fraud advice to examination staff.
- Safeguarding of vulnerable adults and Child Protection.
- Liaison between all Public Protection and Standards teams.
- Promote culture of proactive fraud detection.
- To record and update cases/requests on HMPO fraud systems, providing audit trails and statistical information for senior management.
- To deal with referred cases and enquires, ensuring effective and timely customer care is provided to internal and external customers.
- Strict adherence to Data Protection and Human Rights legislation, including third party databases.
- To promote joint working with law enforcement agencies, other Government Departments and internal and external stakeholders, to establish seamless joint investigations/operations.
- To represent HM Passport Office in court.
- Provide leadership and line management responsibility.
- To make a personal contribution to their own development and take steps to improve skills and knowledge as well as those who they career manage.
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
- Proven experience of working collaboratively with internal and external partners building excellent working relationships to actively support and promote effective joint working.
- Excellent problem-solving skills – the ability not only to identify a problem but also to be able to produce a range of possible solutions.
- Excellent communication and presentation skills both written and oral.
- Proven experience in producing clear, concise, evidence based and informative reports.
Desirable Criteria
- Have sound knowledge of /or be willing to undergo training to demonstrate knowledge of fraud, relevant legislation and associated procedures.
- Experience of working with cross Government departments and other agencies.
- To have knowledge and experience of using Excel and Power Query.
- To have knowledge and experience of fraud Investigations.
Behaviours
We’ll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Changing and Improving
- Seeing the Big Picture
- Working Together
We only ask for evidence of these behaviours on your application form:
- Making Effective Decisions
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Things you need to know
Selection process details
As part of the application process, you will be asked to complete:
- Statement of Suitability (Personal Statement) (Max Word Limit: 750- words)
- Provide evidence of the behaviours Making Effective Decisions ((Max Word Limit: 250- words)
Further details around what this will entail are listed on the application form.
Your Personal Statement should demonstrate how you meet the Essential Criteria as set out in the job description.
Sift will be completed initially on the Personal Statement.
The Personal Statement will be marked first for all candidates. Candidates who meet the minimum pass score for the Personal Statement, will then go on to have their lead behaviour Making Effective Decisions scored and will therefore receive sift scores for both elements.
Candidates who fail to meet the minimum pass score for the Personal Statement will not have their lead behaviour scored and will therefore only receive a sift score for their Personal Statement.
Candidates successful at sift stage will be invited to interview which will be a blended approach of strength based questions (no preparation necessary) and some behaviour based questions, listed in the application (preparation recommended).
Sift and Interview dates
Sift is expected to take place week commencing 3rd April 2023.
Interviews are expected to take place week commencing 1st May 2023.
We will try to meet the dates set out in the advert, however on occasions these dates may change.
Please note interviews are being carried out via Skype for Business or Microsoft TEAMS, however this may change to face to face interviews should the Home Office Policy change. You will require:
- A laptop (personal or work) with a working webcam
- Good Internet access
- Skype for business or MS Teams
It is advisable to access your interview from a windows operating system laptop, desktop, phone or tablet as there is no guarantee that Microsoft Teams will work without issue on an Apple laptop, tablet or desktop.
Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. All applications are screened for plagiarism and copying of examples/answers from internet sources. If any is detected the application will be withdrawn from the process. Further action, including disciplinary action, may be considered in such cases involving internal candidates. Providing false or misleading information would be contrary to the core values of honesty and integrity expected of all Civil Servants.
Please note: If you are currently an agency member of staff working within the Home Office, a contractor or contingent worker you can only apply for roles that are advertised externally, i.e. outside the civil service. If you are eligible to apply for a role, you are required to select yourself as an external applicant and not internal when submitting your application on Civil Service jobs. This will prevent any delays in pre-employment checks should you become successful in being made an offer of employment after the Interview stage.
A reserve list may be created for other similar roles for a period of 12 months. Selection will be in merit order to fill the same role or similar roles with closely matching essential criteria and Success Profile elements without further assessment.
Further information
For meaningful checks to be carried out, individuals need to have lived in the UK for a sufficient period of time to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. You should normally have been resident in the United Kingdom for the last 3 years if the role requires CTC clearance, 5 years for SC clearance and 10 years for DV. A lack of UK residency in itself is not necessarily a bar to a security clearance and applicants should contact the Vacancy Holder/Recruiting Manager listed in the advert for further advice.
Every day, Home Office civil servants do brilliant work to develop and deliver policies and services that affect the lives of people across the country and beyond. To do this effectively and fairly, the Home Office is committed to representing modern Britain in all its diversity, and creating a welcoming, inclusive workplace where all our people are able to bring their whole selves to work and perform at their best.
We are flexible, skilled, professional and diverse. We work to recruit and retain disabled staff and area Disability Confident Leader. We are proud to be one of the most ethnically diverse departments in the civil service. We are a Social Mobility Foundation top 75 employer.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
For further information please see the attached notes for candidates which must be read before making an application.
Existing Civil Servants should note that some of the Home Office terms and conditions of employment have changed. It is the candidate’s responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful in application and should refer to the notes for candidates for further details.
Transfer Terms: Voluntary.
If you are invited to an interview you will be required to bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks.
Please see the attached list of Home Office acceptable ID documents.
Any move to the Home Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
Reasonable Adjustments
If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
- Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs
- Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a language service professional
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
Feedback
Feedback will only be provided if you attend an interview or assessment.
Security
See our vetting charter (opens in a new window).
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team :
Further information
principles, and wish to make a complaint, then you should contact in the first instance
[email protected]. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.
Location :Glasgow
Closing Date :24th March 2023
HOW TO APPLY
Click Here to Submit your CV and Application on Company Website