Identity and Passport Service

Salary band : £19,611 - £23,076

Organisational unit: Service Planning and Delivery and Operations

Region: Plymouth ION Office

Responsible to: Interview Office Manager (IOM)

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

Closing Date: 26/11/08

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.

Desired skills

• Understanding of and experience of working within the Interview Office Network or a small office environment

Additional Information

• This post is based in the Plymouth Interview Office
• Full training will be given on conducting interviews.
• Successful candidates will be required to work 8:00am to 6:00pm on Monday, Wednesday. Thursday and Saturday as part of a normal working week