Customer Contact Centre Agent
Company: Government Recruitment Service
Salary: £30,920 to £30,920 a year
Hours: Full-time
Location: Southport
Job type: Permanent
Posting date: 22 Oct 2026
Closing date: 3 Nov 2026
Together, His Majesty’s Passport Office (HMPO), the General Register Office (GRO), and the Citizenship Service, are responsible for the issuing of British passports across the globe, overseeing the system for registering births, adoptions, civil partnerships,marriagesand deaths in England and Wales, andthe registration or naturalisation of new British citizens.
The Customer Service Management Team (CSMT) are responsible for all customer enquiries for His Majesty’s Passport office. Enquiries are received via multiple routes (telephone, email or post) from customers both within the UK and overseas. CSMT processes over 600 thousand customer contacts per year.
HM Passport Office is 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.
Further information about HM Passport Office is available onGOV.UK.
As a Customer Contact Officer, you will be responsible for delivering a variety of customer focused activities within a customer service environment, to support the wider HM Passport Office operational network.
The Customer Service Management Team is located in Southport and our opening hours are between 8:00 – 18:00, Monday – Friday.
Key Responsibilities
As part of a supportive and welcoming team, you will provide excellent customer service in a telephony environment:
As part of your daily responsibilities, you will:
- Make and receive customer calls and emails in a contact centre environment while using a headset.
- Handle telephony and email enquiries, complete follow-up actions, and escalat cases where required.
- Manage sensitive and sometimes challenging customer interactions professionally, providing accurate, timely and easy-to-understand information.
- Provide advice and guidance on complex nationality, eligibility and procedural enquiries, ensuring a high-quality customer experience through the application of HMPO standards, policies and processes.
- Develop and maintain knowledge of relevant legislation, policies, procedures and security requirements.
- Take responsibility for personal attendance, performance and development while demonstrating HMPO values and complying with all HMPO policies and procedures.
- Resolve customer issues fairly and effectively, supporting continuous improvement and enhancing the overall customer experience.
- Handle, process, store and dispose of customer documents and sensitive information securely, in line with HMPO security and data protection requirements.
Note: An employee may be required to carry out other duties within the scope of the grade and within the limits of their skill, competence and training.
Working Pattern
The full-time working week in CSMT is 37 hours with a 36-minute daily lunch break. Full-time shifts are therefore 8 hours including lunch break. Your shift will be confirmed upon offer of post.
This role is available on a full-time basis.This role is also suitable forpart-time working hours, with a minimum requirement to work 4 days/ 30 hours per week due to business requirements.
Training
During the initial 5 weeksof your employment, you are required to participate in, 100% office-based, full-timetraining.Afterwards, upon review of your performance and quality, the opportunity to undertake hybrid working may begin.
Please be aware that the current office in Southport will close by 2030, and no decision has been taken where the new office will be located.
Proud member of the Disability Confident employer scheme
About Disability Confident
Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.
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Customer Contact Centre Agent in Sefton employer: Government Recruitment Service
The Ministry of Justice is an exceptional employer, offering a dynamic and inclusive work environment where finance professionals can thrive. With a strong commitment to employee development, flexible working options, and a robust pension scheme, the MoJ fosters a culture of collaboration and innovation, ensuring that every team member has the opportunity to influence key financial strategies that impact the nation. Located nationally, this role provides the unique advantage of engaging with diverse stakeholders across the UK, making it a rewarding place for those seeking meaningful contributions to public service.
Contact Details:
Government Recruitment Service Recruitment Team
