About the job

Summary

UK Visas and Immigration (UKVI) is a large global operation and in conjunction with Asylum & Protection (A&P) has over 10,000 staff and a presence in 130 countries. UKVI’s vision is to be ‘a world-leading immigration service, working for a safe and prosperous United Kingdom’.

From April 2021, UKVI is part of the Home Office’s new Customer Services capability, with A&P joining in 2022.

UKVI's missions are to:

• Control migration

• Deliver world-class customer service

• Safeguard the vulnerable and their host communities

• Make UKVI a great place to work

Asylum & Protection Group play a vital role in supporting the economy and cultural life of the UK.

Job description

These positions in Asylum and Protection Group, Home Office play a vital role in supporting the economy and cultural life of the UK. The purpose of the role is to consider applications from foreign nationals wishing to stay in the country for work, study or to be with family.

In all these roles, you will work to the guidance and framework in place. The job holder will be expected to maintain and ensure high quality of service is delivered to customers.

Please note some of our roles will require a criminal record check. These are known as Disclosure and Barring Service (DBS) check.

Please see the "AP EO Brigaded Candidate Pack" attached to this advert for more details, including the benefits available from working in the Home Office and reading personal experiences from people who have joined and still working with UKVI.

Responsibilities

We are looking for candidates with the following skills and qualities:

• Good decision-making skills whilst maintaining professionalism and sensitivity

• Ensuring that accurate information and advice, referencing appropriate procedures, guidelines and policies is given efficiently and effectively in a professional and courteous manner

• Working to challenging goals, showing clear, reasoned arguments and ensuring complex decisions are referred to senior management as appropriate

• Ensuring customer expectations are managed through effective communication both written and verbal

• Taking ownership of customer issues identifying the causes and work to provide a resolution, escalating where appropriate

• Effectively managing a team to ensure key performance measures and departmental goals are met; and that cases are decided promptly and accurately in line with published guidance and service standards

• Updating Home Office IT systems with clear and concise notes

• Emotionally resilient, compassionate, and able to keep your composure during face-to-face interviews

• Flexible, adaptive, and creative in solving problems and dealing with change

• Line management experience is desirable for some roles

Essential Criteria

We are looking for applicants who can demonstrate:

• IT literacy with ability to quickly learn how to use different IT platforms/packages

• Good written and verbal communication skills

• Ability to build customer relations

• Analyse and use a range of relevant, credible information from internal and external sources to support decisions

Behaviours

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Communicating and Influencing
• Managing a Quality Service

Benefits

• Learning and development tailored to your role

• An environment with flexible working options

• A culture encouraging inclusion and diversity

• A Civil Service pension