Join Our WhatsApp Channel

Customer Contact

By /

Customer Contact Centre Agent – Home Office

The Home Office is recruiting 10 Customer Contact Centre Agents to join its customer service team in Southport. This permanent Civil Service opportunity offers a salary of £30,920 per year, with full-time and part-time working options available.

If you have customer service experience, strong communication skills and the ability to handle enquiries professionally, this role could be an opportunity to build a career in government.

Job Overview

  • Job Title: Customer Contact Centre Agent
  • Employer: Home Office
  • Department: Immigration and Citizenship Service
  • Location: Southport, England
  • Salary: £30,920 per year
  • Grade: Administrative Officer
  • Contract Type: Permanent
  • Working Pattern: Full-time or part-time
  • Number of Vacancies: 10
  • Reference Number: 486259
  • Closing Date: 3 November 2026, at 11:55 pm
  • Visa Sponsorship: Not stated in the job advert. Applicants should check the eligibility and right-to-work requirements with the employer before applying.

About the Role

His Majesty’s Passport Office (HMPO), the General Register Office and the Citizenship Service are responsible for issuing British passports, registering vital life events in England and Wales, and handling applications for British citizenship.

The Customer Service Management Team manages enquiries from customers in the UK and overseas through telephone calls, emails and post. The team handles more than 600,000 customer contacts each year.

As a Customer Contact Centre Agent, you will help customers obtain accurate information and resolve their enquiries while supporting the wider operations of HM Passport Office.

This role is suitable for someone who enjoys helping people, working as part of a team and delivering a reliable public service.

Key Responsibilities

Your duties will include:

  • Making and receiving customer calls and responding to emails in a contact centre environment.
  • Handling enquiries, completing follow-up actions and escalating cases when necessary.
  • Managing sensitive or challenging customer interactions professionally.
  • Providing clear and accurate information about nationality, eligibility and relevant procedures.
  • Applying HM Passport Office policies, standards and processes to deliver a consistent customer experience.
  • Developing and maintaining knowledge of relevant legislation, procedures and security requirements.
  • Resolving customer issues fairly and efficiently, aiming to address enquiries at the first point of contact.
  • Handling and storing customer documents and sensitive information securely in accordance with data protection and security requirements.
  • Maintaining appropriate attendance, performance and professional development.
  • Supporting continuous improvement and complying with organisational policies and values.

You may also be required to undertake other duties appropriate to your grade, skills, competence and training.

Working Hours and Training

The Customer Service Management Team operates from 8:00 am to 6:00 pm, Monday to Friday.

Full-time employees work 37 hours per week, with shifts arranged within the team’s operating hours. Your shift pattern will be confirmed when an offer is made.

Part-time working is available, subject to a minimum commitment of four days or 30 hours per week to meet business requirements.

Training requirements:

  • The first five weeks of employment will involve full-time training conducted entirely in the office.
  • After training, hybrid working may become available following a review of performance and quality.
  • Any hybrid arrangement depends on business requirements and is not guaranteed.

Important location information: The current Southport office is expected to close by 2030. The employer has not yet decided where the replacement office will be located.

Get daily UK job alerts on WhatsApp!

Discover new UK vacancies, visa sponsorship opportunities and more.

Join Our WhatsApp Channel

Essential Requirements

Applicants should demonstrate the following skills and experience:

  • Experience delivering excellent customer service and resolving enquiries effectively.
  • The ability to listen carefully, ask appropriate questions and understand customers’ needs.
  • A customer-focused approach, with an emphasis on resolving issues at the first point of contact.
  • Excellent written and verbal communication skills.
  • Confidence in handling difficult or challenging situations professionally.
  • Flexibility and the ability to undertake a range of duties.
  • Digital competence, including the ability to navigate multiple IT systems.

Desirable Skills

Experience using Microsoft Office applications is desirable.

Behaviours Assessed

The recruitment process will assess the following Civil Service behaviours:

  • Managing a Quality Service
  • Communicating and Influencing

Candidates will also be assessed on their strengths and relevant experience.

Salary and Employee Benefits

In addition to the annual salary of £30,920, successful candidates can access a range of Home Office and Civil Service benefits, including:

  • Civil Service pension: Employer contribution of 28.97%.
  • Annual leave: 25 days on appointment, increasing to 30 days with service.
  • Public holidays: Eight public holidays plus one additional privilege day.
  • Recognition scheme: Opportunities for one-off or sustained rewards for exceptional individual or team achievements.
  • Flexible working: Potential hybrid working where operational requirements permit.

Further details are available on the Home Office careers website.

How to Apply

Applications must be submitted online through the official Civil Service Jobs website.

As part of your application, you will need to complete a personal statement of no more than 500 words. Your statement should demonstrate how your skills and experience meet the essential criteria listed in the job advert.

Use relevant examples from your own experience, particularly those involving customer service, communication, resolving enquiries and delivering a quality service.

Recruitment timeline:

  • Application deadline: 3 November 2026.
  • Sift: Expected to commence on 5 November 2026. The sift will be based on the personal statement.
  • Interview: Expected during the week commencing 30 November 2026.
  • Interview format: Microsoft Teams.
  • Interview assessment: Behaviour-based and strength-based questions.

The dates may change if necessary.

Security and Eligibility Requirements

Successful applicants must meet the required security standards before appointment. Checks include a basic or equivalent criminal record check, relevant pre-employment checks and Counter Terrorist Check (CTC) security clearance.

Applicants must also meet the Civil Service nationality and right-to-work requirements. The advert lists eligible groups, including certain UK and Irish nationals, eligible Commonwealth nationals with the right to work in the UK, and other qualifying categories.

Review the official vacancy details carefully to confirm your eligibility before applying.

Official Application Link

To read the complete job advert, review the eligibility requirements and submit your application, visit the official Civil Service Jobs website:

Closing date: Tuesday, 3 November 2026, at 11:55 pm.

MORE OPPORTUNITIES

Find Your Next UK Job

Explore more vacancies, check salaries and find your next opportunity.

Discover more opportunities on TRHNP.

Related Posts

Scroll to Top