Issuing over six million passports every year, Her Majesty’s Passport Office is a thrilling place in which to pursue your career goals. As a directorate of the Home Office, our people enjoy a fast-paced working environment, with the shared determination to deliver the highest standards for our customers. It is imperative that we are able to meet and anticipate the needs of British citizens both now and in the long-term, so we are currently undergoing a vital period of digital transformation – and we are therefore in need of forward-thinking individuals who will support our bold ambitions.
Central to this transformation will be the need to re-think how we deliver and manage our service. Joining our newly created ‘Passport Service Management’ function, you will therefore take responsibility for one of four service lines, supporting the design of your designated service, defining its goals and monitoring its success. The four lines that require ambitious Service Managers are: UK Standard Service; Priority & Assisted Service; International Service and Lifetime Maintenance Service.
The role of UK Standard Service Manager requires a lateral thinker who enjoys balancing various facets of a multi-layered challenge. Because while you will manage the day-to-day running of your service line and all commercial suppliers and enablers, you will also have an eye on the future. Working to coordinate the actions of the team, you will be accountable for service performance, ensuring we are offering a truly world class service that continues to respond to the changing needs of our customers. Identifying areas that need to evolve, you will drive any necessary improvements, commissioning associated work, always acting as the intelligent customer. As such, you will be both commercially and financially astute, seeking out ways in which the service can be optimised, while maintaining a close eye on expenditure and income generation opportunities and preventing fraud.
This is a unique chance to be involved in a truly career-defining challenge. You will therefore need to be flexible, with an eye on the bigger picture at all times. With comprehensive commercial experience (such as managing high value contracts, enhancing the supply chain and ensuring value for money is being achieved through sustainable procurement), you will have solid business acumen. Coming from a similarly large organisation, you will have experience of leading and improving customer facing services, including performance, productivity and quality. You will also be comfortable managing incidents or disruptions to service, so you will need to be a natural leader with the ability to make effective decisions in a high-pressure environment. Crucially, you will have outstanding communication skills.
We are keen to hear from candidates who are passionate about securing consistently exceptional customer experiences. And in turn, we will support your career ambitions with plenty of progressive development opportunities, a supportive working environment, a competitive benefits package and a good work/life balance. So join us today, and help us achieve Her Majety’s Passport Office’s ambition to deliver a truly world class customer experience.
Closing Date: 23 Apr 2019