The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, fire, crime, drugs policy, immigration and passports.

The Customer Services Group brings together Asylum & Human Rights, Asylum Support and Dispersal, Asylum Accommodation Centres, Resettlement Group, Passports, Citizenship & Civil Registration, Customer Operations Support Services and UK Visas & Immigration. As a major operational arm of the Home Office, we play a vital role in supporting the economy and cultural life of the UK.

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.

The Customer Voice team within the Customer Services directorate of the Home Office focuses on putting the customer at the heart of the conversations, decisions and actions across operational and strategic work conducted to deliver passports, visa and immigration 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.

Key Responsibilities

The successful candidate will be responsible for (but not limited to):

• Ensuring monthly insight products and reports are delivered to the business on time and to a high standard
• Supporting on the design, commissioning, management, and analysis of insight projects that support the organisation in delivering its objective of making evidence-based decisions that incorporate the customer's voice
• Supporting the team in ensuring customer products and reporting are continually reviewed and developed to ensure they align to business change and provide value
• Conducting analysis to support other projects and strategies
• Maintaining relationships both internal and external to the Home Office to ensure that research findings are communicated effectively to relevant stakeholders
• Committing to continuous development by attending training, conferences and engaging with insight networks

Working Pattern

This role is available on a full-time basis with the option of compressed hours working. This role is also suitable for part-time working hours, with a minimum requirement to work 30 hours over 4 days per week due to business requirements.