Resolution Centre Customer Service Officer - Liverpool
Resolution Centre Customer Service Officer - Liverpool
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Job Description
As a Customer Service Officer you will be given full comprehensive training. Once fully trained you will be empowered to resolve all customer enquiries efficiently and professionally.
Please note that 100 office attendance is required during the training and consolidation period.
Your role will include:
- Answering phone calls and responding to simultaneous webchat and email enquiries in a polite and professional manner;
- Providing a complete and informed response on first contact to all customers;
- Reviewing customer information including information provided as part of their application; assessing any further actions they may need to take and advising customers appropriately;
- Accurately inputting all necessary information on internal IT systems within required timelines so that customer contact is recorded; routing contact appropriately based on the information you receive;
- Taking responsibility for your own development needs proactively maintaining and building your knowledge of relevant subjects following training;
- Committing to continuous improvement with willingness to take responsibility for identifying and/or implementing improvements
Benefits
In addition to your salary a career with the Home Office offers a range of benefits including:
- A Civil Service pension with an employer contribution of 28.97.
- Inyear reward scheme for oneoff or sustained exceptional personal or team achievements.
- 25 days annual leave on appointment rising with service to 30 days.
- Eight days of public holidays plus one additional privilege day
Selection Process Details
This vacancy is usingSuccess Profiles (opens in a new window) and will assess your Strengths.
This vacancy uses Civil Service Success Profiles and will assess your Strengths Behaviour and Ability using Behaviour Based Assessment Written Test and Pre Recorded Video Interview.
We have provided detail of the assessment stages and areas being assessed to help you prepare.
Application by: 14th April 2025
As part of the application process you will be askedto confirm some basic personal information.
After submission of your personal information you will be invited to complete an online Behavioural Based Assessment (BBA).
The Behaviour Based Assessment will consist of a series of gamebased assessments that look at your natural tendencies in a variety of situations. This assessment can be done on a smartphone tablet or a laptop/desktop computer and you will need to set aside 45 minutes to complete the assessment.
Candidates will be required to complete and submit the Behaviour Based Assessment within 48 hours and will be sent a reminder 24 hours before the final deadline.
Failure to complete and submit the test before the deadline will result in the application being withdrawn.
We have provided detail of the assessment stages and areas being assessed to help you prepare.
Candidates who are successful in the Behaviour Based Assessment will be invited to stage 2 where they will complete a Written Test.
Written Test
The Written Test is designed to assess a candidates ability to communicate with others in writing including use of grammar punctuation sentence formation and vocabulary. No preparation prior knowledge or experience of the scenario presented is required.
The test will take around 50 minutes (made up of 2025 minutes reading time and 2025 minutes to provide your test answer) and will need to be completed on a laptop/desktop computer.You CANNOT complete the written test on a mobile phone or tablet.
Video Interview
If you are successful at the written test stage you will be invited to an interview that will consist of Strength based questions.
You will be asked questions to understand whether you have the Civil Service Strengths relevant to the job role. It is important to remember that there are no right or wrong answers to these questions. Do not rehearse your answers because we are looking for your initial response.
The qualities required for the role will be described in the job description. The best way to prepare is to reflect on what you feel your personal strengths are and your preferred ways of working.
Please note: You will have 7 days to complete the video interview. If you experience technical issue or cannot complete the video interview within the timeframe for any other reason you must get in touch as soon as possible and within 3 days of the deadline passing otherwise your application will be withdrawn.
Linked Vacancies
Please note that this vacancy consists linked adverts for the same roles but for different working patterns.
If you wish to apply for multiple vacancies your assessment scores will automatically be carried across.
If you have applied for and been successful formore than one vacancy you will be required at provisional offer stage to confirm your preferred choice.
Please note once you have agreed a start date for one location you will be automatically withdrawn from any other vacancy.
Reasonable Adjustments
We want to support you if you need an adjustment in the recruitment process even if you do not feel you qualify for the Disability Confident Scheme
As part of the application process you will be given the opportunityto submit any additional assistance or adjustments that you may require to any of the selection stages.
The Civil Service embraces diversity and promotes equal opportunities. As such we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
We are committed to ensuring that disability is not a barrier to recruitment. We provide officers with the support they need to excel in their role and to develop their career.
Should you feel you require adjustments to be made during the selection process please complete the relevant section of the application form and provide as much detail as you are happy to share.
In exceptional circumstances should you feel you require adjustments to be made during the selection process for a condition or disability not originally disclosed in your application please contact us via where we can review your circumstances to better understand what support you will need during the assessment process to enable you to perform at your best.
Supporting Candidates Live Event
We will be holding a webinar session hosted by colleagues from the Home Office who will be sharing further information about the role you will also hear from Customer Service Officers sharing their experience of the role and the training and support that is available when working in the Resolution Centre.
The call will be hosted by colleagues from the Home Office who will share their experiences of the role training and support that is available when working in the Resolution Centre.
The event is not mandatory but is a great way to learn about the vacancy.
The events will be held on:
- 26th of March 6PM7PM) of March 12PM1PM) during the application process
If you experience problems accessing this advert or you think youve made a mistake on an initial application please contactincluding the vacancy reference at least two working days before the vacancy closes. Further information can be foundon our website.
Please note on the PreRecorded Video Interviews retakes will only be permitted where there are confirmed technical issues with the recording platform. Technical issues on candidates devices will not result in a retake.
Reserve List
A reserve list may be held for a period of up to 12 months from which further appointments may be made. There is not guarantee that being held on a reserve list will lead to a job offer. Further information can be foundon our website.
All Civil Servants are expected to comply withthe Civil Service Code and its core values of integrity honesty objectivity and impartiality
Feedback will only be provided if you attend an interview or assessment.Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed iscounterterrorist check (opens in a new window).
See our vetting charter (opens in a new window).People working with government assets must completebaseline personnel security standard (opens in new window)checks.
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU Switzerland Norway Iceland or Liechtenstein and family members of those nationalities with settled or presettled status under theEuropean Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU Switzerland Norway Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or presettled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals and certain family members of Turkish nationals who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
TheCivil Service Code (opens in a new window)sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition as outlined in the Civil Service Commissionsrecruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window)and theCivil Service Diversity and Inclusion Strategy (opens in a new window).
Required Experience:
Unclear Seniority
Employment Type
Full-Time
