Customer Service Advisor

Job Description

Customer Service AdvisorLondon - £32k Outstanding pay using your administrator skills in work that really matters.As an Executive Officer in our Illegal Migration Operations Command (IMOC), you’ll work in an operational role within a dynamic and fast-paced environment contributing towards one of the Home Office’s top priorities, tackling illegal migration.The Illegal Migration Intake Unit (IMIU) is part of the Home Office and is responsible for the registration and screening of people arriving in the UK illegally. We are currently recruiting Executive Officers to join the IMIU Remote Operations Hub. Thisnew team will operate 24 hours a day, 365 days a year to provide support with the time sensitive processing of detained illegal migrants who have arrived by clandestine means, including small boats.If you have a genuine interest in people, an open mind, and an empathetic manner this is a fantastic opportunity to advance your customer service advisor skills in a job where you can make a real difference. You don’t need any prior experience as we’ll giveyou all the support and training that you need, plus great benefits including:

• An Additional Annual Allowance of 44.71%, currently £14,307 based on salary minimum, on top of your pay. This is to compensate for shift working
• One of the UK’s highest employer contribution pensions, averaging 27%
• A culture encouraging inclusion and diversity
• A fabulous country park office with lakeside walks, workout and sports areas and events
• Free shuttle bus from Hatton Cross and Feltham stations

Your roleYou’ll be working in a shift pattern, including some nights and weekends, at Bloom Heathrow London where we run a 24-hour remote operation supporting the processing of detained illegal migrants who have arrived by any undercover means. Your responsibilitiesare likely to include:

• Creating new cases, completing security checks and inputting information on Home Office systems for those who have entered the UK illegally
• Gathering and scrutinising evidence gathered to make decisions
• Producing relevant immigration paperwork
• Conducting remote interviews where necessary during busy periods
• Other relevant tasks

TrainingYou will receive 3 weeks of full training and support to carry out your role (Mon-Fri only with no shift working) including:

• ‘In the classroom’ training (a mixture of in-person and remote)
• ‘On the job’ training with a mentoring team who will support you until you are fully confident in the role. Even then you are never alone: you work as part of a team where there is always someone around for advice and support

You’ll need to:

• Be eligible to work in the UK
• Be organised, honest and motivated to ensure your actions and decisions protect the principles of the immigration system

You’ll enjoy this career if you are:

• A natural team player who is keen to learn more and recognises that a successful team is one where everyone supports and includes each other
• Adaptable and flexible in your approach and able to remain calm in challenging situations
• Someone who likes pace and excitement but can also process information accurately and maintain high-quality work
• Someone who communicates well (both written and verbally) and enjoys engaging and building relationships with a variety of people from all backgrounds
• Able to remain empathetic, professional, ethical and to treat others with respect, compassion, and sensitivity (you may be dealing with potentially traumatised individuals)
• Confident in making effective and tough decisions under pressure. You’ll need to gather and review a variety of evidence using policy and guidance to ensure you make the right decision, every time
• IT literate and able to prioritise and accurately record information on the Home Office systems to meet deadlines
• From an employment background such as Administrator, Operations, or Customer Service Advisor

Find out more about this exciting role by registering for a chat with our recruiters and Home Office team on our website.We look forward to speaking with you