Benefits Case Manager

Bootle, Lancashire
Adecco

CASE WORKER (AO GRADE )

Grade : Admin Officer (AO)

Location Birkenhead

Salary: Temporary – £11.10 p/hr

Fixed Term Contract – £21,431

Hours Monday to Friday 9-5pm (37 hrs)

Duration: to start once security clearance is obtained and it will be up to 4 months temporary and up to 22 months as a fixed term employee

Adecco are looking for experienced customer service/administrators to work as Case Workers for Her Majesty’s Passport Office (HM Passport Office) a directorate of the Home Office. They provide passports for British citizens, passport verification services and overseeing the delivery of civil registration in England and Wales. HM Passport Office employs around 4,000 people across the UK.

HMPO are undergoing a period of transformation with an aspiration of further improving our customer service by becoming a modern digital business. It is an exciting time to work in a part of government that touches the lives of the vast majority of citizens

The Role

• Provide effective and timely customer care to internal and external customers in line with current guidance and best practice.
• Respond to customer enquiries and complaints in writing, by telephone and face-to-face
• Develop and maintain knowledge of legislation, policy, procedure, and security guidelines

Relevant Skills

• Good IT knowledge and ability to work with spreadsheets
• Excellent customer service skills
• Ability to adapt to a fast-paced working environment
• Positively engage with change and support colleagues
• Flexible approach.
• Ability to adhere to strict guidance and policies.
• Professional approach to work, in particular engagement with Customers and Teammates

Security Clearance Due to the nature of the work CTC you will require security clearance

• Resided in the UK for the last 3 years
• Have a *current* British Passport or settlement status due to the sensitive nature of the work
• NI Number
• 2 x proof of addresses (all in UK)
• 5 years full history with no gaps of more than 1 month
• 3 years solid reference with no gaps of more than 1 month