Identity and Passport Service

Salary band : £19,611.00 (pro rata)

Organisational unit: Service Planning and Delivery and Operations

Region: Berwick ION Office

Responsible to: Interview Office Manager (IOM)

Contact email: Recruitment@ips.gsi.gov.uk

Closing Date: 28/11/08

Primary Purpose

To interview passport applicants and verify whether they are the owner of the identity claimed.

Key Responsibilities

1. Receive customers and verify they are eligible for interview.
2. Conduct all initial contact with customers, to include escalations, complaints and difficult situations.
3. Plan and conduct interviews to authenticate identity.
4. Responsible for the protecting of customers identity.
5. Answer questions about the authentication process.
6. Write brief notes on the interview and complete other administrative and recording procedures.
7. As an Interview Officer be mobile in support of other offices at short notice.
8. To conduct interviews using multiple windows on IT equipment, recalling appropriate screens as required.
9. Carry out all tasks in accordance with IPS customer service standards and equal opportunity policies.

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.

Essential Skills

1. Experience in dealing with customers face to face.
2. The ability to plan and conduct fact-finding interviews.
3. Experience in accurately interpreting and applying procedures and policies.
4. The ability to write clear, concise, accurate and factual reports.
5. Effective verbal communication and interpersonal skills.

Additional Information

• Full training will be given on conducting interviews.
• Successful candidates will be required to work the majority of Saturdays between February and October in accordance with applicant bookings and more occasionally during the rest of the year
• Appointment will be dependent on various pre-employment checks
• This role is for 100 hours per annum on a 5 hour shift per Saturday basis