Address
SalaryDetails
Reference number
Salary
Job grade
Contract type
Business area
Type of role
Working pattern
Number of jobs available
Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Job summary
Customer Operations Support Services contributes towards being a world-leading immigration service, working for a safe and prosperous UK. We will carry out our vision through the delivery of four strategic missions: to control migration, deliver world-class customer service, safeguard the vulnerable and their host communities, and make COSS a great place to work.
COSS contributes to the Home Office vision for a United Kingdom that is secure and prosperous; where citizens, residents and visitors are safe, and feel safe to go about their lawful business; and where institutions at all levels of society uphold rights, liberties and the rule of law. COSS is responsible for making millions of decisions every year about who has the right to stay in the country, with a firm emphasis on national security and a culture of customer satisfaction for people who come here legally.
The Cross Check team is a dedicated unit providing Borders, Immigration and Citizenship System (BICS) customers with real-time single and bulk checks against security and criminality databases to maintain the safety and integrity of the UK’s borders.
It is part of the larger Customer Operations Support Services (COSS) within Customer Services, which provides a range of critical services both to casework colleagues and directly to users of the immigration system.
Job description
Cross Check handles over 47 million checks annually using systems which allow large numbers of records to be processed. Operators are required to scrutinise putative matches returned by the processing system and, in some cases, apply suitability criteria before returning an assessment to the case working system.
We are looking for self-motivated individuals with good IT skills who are able to follow and complete business/administrative processes correctly and promptly in order that decisions are based on accurate and up-to-date information. Due to the nature of the role job holders will need to be proficient in English Language.
Serving a global business Cross Check is a 24/365 operation. The requirement to work shifts including nights, weekends and bank holidays is a non-negotiable aspect of these roles.
Working hours are based on 37 hours a week on average but are managed over the course of a year, rather than a predictable and unvarying 37 hours each week. This means that at our busiest times of year you may be rostered a little more than 37 hours in any 7 day period, while being rostered additional rest days at quieter times. However you will be paid equal amounts each month, so whether it is a busy or quiet period you will have a predictable income.
The inconveniences of shift working and annualised hours mean that these roles attract an allowance (AHA), which pays about 42% on top of the base salary quoted above for the EO grade. The rate of AHA is reviewed each year, based on business need.
The current rate of AHA assumes that over a 6 week cycle you will be rostered to work 7 single night shifts. The remainder of shifts rostered will be earlies and lates. You can expect to work an average 3 weekends in each 6 week cycle and around 4 - 5 bank holidays each year. Further details will be made available to those who attend interview. These are subject to operational demands.
Applications from part-time workers are encouraged. Please note that while part-time workers will be rostered fewer shifts than their full-time colleagues they will still be rostered a full range of shifts and their shifts will normally be of the same length as those of their full-time colleagues.
These roles cannot be performed from home.
The post holder must hold SC level clearance or be willing to undergo security clearance to SC level.
Successful candidates must meet the security requirements before they can be appointed.
As these roles involve use of the Police National Computer there is an additional requirement to obtain a police NPPV 3 clearance before an offer of employment can be confirmed.
A description of the NPPV process can be found by searching for National Contractors Vetting Scheme on the Warwickshire Police website. Please do not contact Warwickshire Police with any NPPV related queries that you may have at this stage
Person specification
Responsibilities will include, but will not be limited to:
- Managing data received; this includes the movement, storage and preparation of the information, primarily in Excel spreadsheets.
- Transferring files/requests between interchangeable systems and via external media.
- Preparing and validating data. This includes understanding spreadsheet formatting and troubleshooting problems in the data.
- Loading and acquiring data using correctly defined search parameters.
- Analysing information to identify probable, possible and no matches, making informed decisions using decision making protocols and assurance guidance.
- Exporting and transmitting results to case working units in line with work stream procedures.
- Ensuring that the mechanisms used to transfer information meet the minimum security standards stipulated by the relevant protective marking.
- Working respectfully and co-operatively with all colleagues in order to effectively deliver business objectives and strong customer service.
- Proactively handling and resolving customer queries received by Cross Check.
- Ensuring auditable records and activity logs are kept.
- Supporting the work of other Customer Operation Support teams as appropriate.
- Reporting directly to a Higher Executive Officer.
These posts currently have no line management responsibilities but that may change over time.
Post holders will have opportunities to take on additional lead responsibilities within the team and ad-hoc tasks or projects.
Essential criteria
Candidates are expected to Demonstrate have Experience of;
- Excellent written and verbal communication skills, with the ability to quickly learn how to use different IT platforms/packages.
- Excellent inter-personal skills, including managing a variety of stakeholders.
- Working collaboratively with team colleagues to maintain both output and quality in a high volume, high impact operation.
- Ability to manage own time alongside challenging deadlines, using guidance and/or data to support complex decision making.
- Flexibility and adaptability to changing work priorities.
Desirable criteria
Previous experience of analysing/interrogating large volumes of data would be desirable.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Making Effective Decisions
- Working Together
We only ask for evidence of these behaviours on your application form:
- Managing a Quality Service
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Things you need to know
Selection process details
Following successful completion of the tests, you will then be asked to complete:
- A statement of suitability (personal statement) (maximum 500 words)
- Provide evidence of the lead behaviour Managing a Quality Service (250 words maximum)
Further details around what this will entail are listed on the application form.
The statement of suitability should be aligned to demonstrate how your skills and experience meet the essential criteria as detailed in the job description.
For guidance on how to construct your personal statement, you are encouraged to visit Civil Service Careers. Links – Statement
For guidance on how to construct your behaviour examples, you are encouraged to visit Civil Service Careers. Links –Behaviours
The sift will be held on the behaviour Managing a Quality Service and the statement of suitability (personal statement).
However, if a large number of applications are received, the sift will be conducted on the statement of suitability (personal statement) only.
The statement of suitability will be scored first for all candidates. Those candidates who achieve the minimum pass score for the statement of suitability, will progress to a further sift where the lead behaviour Managing a Quality Service will be scored. These candidates will therefore receive a sift score for both elements.
Candidates who fail to meet the minimum pass score for the statement of suitability will not have their lead behaviour scored and will therefore only receive a sift score for the statement of suitability.
If you are successful at sift stage, you will be invited to an interview which will be a blended approach of strength-based questions and behaviour-based questions.
Strengths are the things that you do regularly, do well and that motivate you. To find out more about strength based questions click here.
Sift and interview dates
Sift is expected to take place week commencing 29th January 2024.
Interviews are expected to take place week commencing 19th February 2024.
We will try to meet the dates set out in the advert, however on occasions these dates may change.
Interviews will be carried out via video. Candidates will be required to have access to:
- A laptop (personal or work) with a working webcam
- Good internet connection
- Microsoft Teams
Further information
For meaningful checks to be carried out, individuals need to have lived in the UK for a sufficient period of time to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. You should normally have been resident in the United Kingdom for the last 3 years if the role requires CTC clearance, 5 years for SC clearance and 10 years for DV. A lack of UK residency in itself is not necessarily a bar to a security clearance and applicants should contact the Vacancy Holder/Recruiting Manager listed in the advert for further advice.
Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. All applications are screened for plagiarism and copying of examples/answers from internet sources. If any is detected the application will be withdrawn from the process. Further action, including disciplinary action, may be considered in such cases involving internal candidates. Providing false or misleading information would be contrary to the core values of honesty and integrity expected of all Civil Servants.
If you are currently an agency member of staff working within the Home Office, a contractor or contingent worker you can only apply for roles that are advertised externally, i.e. outside the civil service. If you are eligible to apply for a role, you are required to select yourself as an external applicant and not internal when submitting your application on Civil Service jobs. This will prevent any delays in pre-employment checks should you become successful in being made an offer of employment after the Interview stage.
Appearance
As part of this role you will be required to wear a uniform (which will be provided). Staff must ensure that their uniform is worn correctly, in line with these uniform standards, is kept clean and is well presented. To support this requirement, adequate uniform supplies will be available and issued. Uniformed staff represent their organisation at all times and should ensure that their dress and personal appearance reflects this responsibility.
Tattoos, including henna
A non-offensive visible tattoo is permissible, as long as it is not on the face or on the front or side of the neck (above the collar line). Tattoos behind the ear lobe on the back of the neck are also acceptable within these policy guidelines. You will be required to cover tattoos, when it is seen as appropriate for certain official events, e.g. State Funerals, Opening of Parliament, Remembrance Parades and other Ceremonial events. Under no circumstances should tattoos which could be considered offensive be visible. Examples of these include discriminatory; offensive; undermine political neutrality i.e. rude, lewd, crude, racist, sexist, sectarian, homophobic or violent tattoos.
A reserve list may be created for other similar roles for a period of 12 months. Selection will be in Merit Order to fill the same role or similar roles with closely matching “Essential criteria” and Success Profile elements without further assessment.
Every day, Home Office civil servants do brilliant work to develop and deliver policies and services that affect the lives of people across the country and beyond. To do this effectively and fairly, the Home Office is committed to representing modern Britain in all its diversity, and creating a welcoming, inclusive workplace where all our people are able to bring their whole selves to work and perform at their best.
We are flexible, skilled, professional and diverse. We work to recruit and retain disabled staff and area Disability Confident Leader. We are proud to be one of the most ethnically diverse departments in the civil service. We are a Social Mobility Foundation top 75 employer.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.
For further information please see the attached notes for candidates which must be read before making an application.
Existing Civil Servants should note that some of the Home Office terms and conditions of employment have changed. It is the candidate’s responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful in application and should refer to the notes for candidates for further details.
Transfer Terms: Voluntary.
If you are invited to an interview you will be required to bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks.
Please see the attached list of Home Office acceptable ID documents.
Any move to the Home Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
Reasonable Adjustments
If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
- Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs
- Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a language service professional
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
Feedback
Feedback will only be provided if you attend an interview or assessment.
Security
See our vetting charter (opens in a new window).
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team
