Apply Now
Details
Reference number
Salary
Civil Service Pension with an average employer contribution of 27%
Job grade
Contract type
Business area
Type of role
Customer Insight
Market Research
Social Research
Working pattern
Number of jobs available
Contents
Location
About the job
Job summary
The Customer Services Group (CSG) within Home Office brings together those areas of the business servicing Visas, Status & Information (VSI), Asylum & Protection (A&P), Passports, Citizenship and Civil Registration (PCCR) which includes His Majestys Passport Office (HMPO) and General Registry Office (GRO).
Representing a major operational part of the Home Office, we play a vital role in supporting the economy and cultural life of the United Kingdom.
Within the Customer Services Group, there is a cross cutting department, Customer Voice, which is made up of a group of customer experts focusing on specific areas of the customer experience, gathering intelligence on their journeys and driving change across the business to meet their needs and expectations.
Job description
The Customer Voice team focuses on putting the customer at the heart of the conversations, decisions and actions across operational and strategic work conducted to deliver visa, immigration, and passport services.
This role offers an exciting opportunity to work in a fast-paced environment to deliver customer and market insight across the whole business. You will be given the opportunity to make real change using insight and your role as the voice of the customer within the business. Using a combination of data analysis, in-house projects and resource, and agency partners you will be given the opportunity to bring the customer to life for Customer Voice.
The successful candidate will be able to pioneer research to support and drive business strategy across a variety of areas including product development, operational effectiveness, customer satisfaction and enhancing commercial outcomes.
The successful candidate will work with stakeholders across all of the Home Office and its partners up to Director level to ensure that customer insight guides strategic and tactical decision making affecting our customers.
Person specification
Key responsibilities will include but are not limited to:
Building and maintaining relationships across the operational business as well as with strategy, policy and service design colleagues, to identify the insight needed to support key decisions.
Proposing effective and efficient research methodologies to collect the necessary data.
Presenting insight in a stimulating and engaging way which is suitable for the audiences it is aimed at and produces a clear set of identifiable actions.
Managing external research partners effectively, aspiring to conduct projects which achieve value for money for the business as well as quality outcomes.
Blending different, often complex, data sources, to create a full picture of customer insight which can be presented back to the business.
Identifying gaps in the customer insight and planning methods to close said gaps, taking accountability for the work.
Representing Customer Voice in key decision meetings, understanding where existing or potential insights should be applied to support business decisions.
Deputising on behalf of the Insight team lead when required.
Create and maintain key relationships with those stakeholders inside and outside of the Home Office relevant to insight work in order to share best practice.
Committing to continuous development by attending training, conferences and engaging with insight networks.
The successful candidate may be required to line manage one or more members of the team, depending on the structure at the time.
Essential criteria
Excellent spoken, written and visual communication skills, with the ability to adapt to the varying needs of different audiences.
Experience of managing research projects, both large and small, determining key insights to inform target audiences.
Knowledge and experience of a range of qualitative and quantitative research methodologies, including involvement in questionnaire design.
Previous experience of working in a research setting, either agency or client side.
Confidence in working with a range of internal and external stakeholders, including senior leaders.
A passion for insight and a curiosity to question the data available.
Ability to work under pressure, at pace and can prioritise and project manage several tasks at once. Meets deadlines and manages expectations along the way.
Able to produce summary level information of large, complicated data sets for multiple audience types often within short time scales.
Holds or be willing to work towards a relevant Market Research qualification such as the Market Research Society (MRS) Certificate or the Advanced MRS Certificate, and/or other research qualifications.
Desirable criteria
Knowledge of Excel, including data analysis and report creation/automation, including knowledge of advanced formulas and pivot tables.
Experience of using other analytical tools, including statistical software (e.g. SPSS.)
Behaviours
We’ll assess you against these behaviours during the selection process:
Benefits
£10,530 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Find out what benefits a Civil Service Pension provides.
- 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
As part of the application process, you will be asked to complete:
A CV detailing job history/qualifications/skills (this will not be marked)
A Statement of Suitability (Personal Statement) (maximum 1000 words)
Further details around what this will entail are listed on the application form.
Please note that your Personal Statement should demonstrate how you meet the Key Responsibilities as set out in the Job Description and Essential Criteria.
The sift will be completed on the Personal Statement.
Candidates successful at sift stage will be invited to an interview which will be a blended approach of strength-based questions (no preparation necessary) and some behaviour-based questions, as listed in the application (preparation recommended.) There will also be a presentation required – details of which will be provided prior to the interview.
Sift and Interview dates
Sift will take place weekcommencing 14th August 2023.
Interviews will take place from 28th August 2023.
This may change subject to business needs.
Please note – interviews are being carried out via Skype for Business or Microsoft TEAMS; however please note that this may change to face to face interviews should the Home Office Policy change:
A laptop (personal or work) with a working webcam
Good Internet access
Skype for business or MS Teams
It is advisable to access your interview from a windows operating system laptop, desktop, phone or tablet as there is no guarantee that Microsoft Teams will work without issue on an Apple laptop, tablet or desktop.
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 be aware the levels of national security clearance are changing which may impact on the level needed for this role by the time of appointment. All efforts will be made to keep candidates informed of any changes and what that will mean in terms of vetting criteria. For more information please See our vetting charter
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.
Please note: 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.
Hybrid working enables employees to work partly in their workplace(s) and partly at home where business needs allow. Applicants can discuss what this means with the vacancy holder if they have specific questions.
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 candidates 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
Nationality requirements
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
You may want to save a copy for your records.
Contact point for applicants
Job contact :
- Name : HORCCampaignTeamHMPOandUKVI@homeoffice.gov.uk
- Email : HORCCampaignTeamHMPOandUKVI@homeoffice.gov.uk
Recruitment team
- Email : HOrecruitment.grs@cabinetoffice.gov.uk
Further information
