£21,681 – £25,626
National spot rate: £21,431 London spot rate: £25,626


Administrative Officer

Contract type


Business area

HO – HM Passport Office

Type of role

Operational Delivery

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of posts



Her Majesty’s Passport Office (HM Passport Office) is a directorate of the Home Office, the sole issuer of UK passports and responsible for civil registration services through the General Register Office (GRO). HM Passport Office is a customer focused organisation employing over 4000 people in a network of offices across the UK.

Each year, we issue over 6 million UK passports. GRO oversees the system of civil registration, including births, stillbirths, adoptions, civil partnerships, marriages and deaths, in England and Wales. We do this in partnership with a range of government departments and the 174 local authorities who provide the service directly to their local community.

The Casework function is responsible for the day to day management, assurance and development of staff throughout the UK and International Passports operations.

These posts are based in one of the various regional application processing centres HMPO has around the UK in Glasgow (13 posts), Belfast (10 posts), Newport (15 posts), Liverpool/Southport (5 posts), Durham (5 posts), Peterborough (17 posts) and London (up to 12 posts).

Further information about Her Majesty’s Passport Office is available on the GOV.UK website www.gov.uk/government/organisations/hm-passport-office

Job description

To maintain the integrity of the UK passport by examining applications, confirming identity and establishing the nationality of the applicant and to approve for issue those that meet legislative and policy requirements.


• To examine passport applications made via the postal / partner route and made in person at the Public Office to determine nationality and identity, in line with current policy, procedures, and legislation, resolving queries as they arise.
• To support HMPO single site functions as appropriate, depending on location.
• To provide effective and timely customer care to internal and external customers in line with current guidance and best practice.
• To respond to customer enquiries and complaints in writing, by telephone and face-to-face to the appropriate standard and in accordance with established policy and procedural instruction.
• To develop and maintain knowledge of legislation, policy, procedure and security guidelines so as to complete all work in accordance with Her Majesty’s Passport Office Policy, Procedure and Best Practice guidelines.
• Examine documentation and all other presented evidence to identify potentially fraudulent applications in accordance with fraud awareness training and Her Majesty’s Passport Office counter fraud strategy.
• To work flexibly and provide support to other operational colleagues / areas as required.
• To take responsibility for one’s own attendance, performance and personal development.

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 Criteria

• Adapt to changing priorities and ability to work at pace.
• Ability to work independently and closely with others to achieve shared goal/targets.
• Good communication and interpersonal skills (both verbal and written).
• Professional and customer-focused, ability to understand the needs of customers.

Desirable Criteria

• The ability to understand and speak the Welsh language.

Additional Information

The salary quoted is a full time full year salary, the salary will be calculated on a pro rata basis for the months worked.

Posts may be offered on a flexible working or extended working hours (EWH) working pattern, subject to availability. The successful candidate would be expected to work 1 Saturday out of 3 on a 3 week rota pattern for an EWH post.

Successful candidates transferring in from Other Government Departments will transfer over with their current substantive salary, subject to the min and max of the salary for the advertised vacancy.


We’ll assess you against these behaviours during the selection process:

  • Making Effective Decisions
  • Delivering at Pace
  • Managing a Quality Service
  • Working Together


• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension

Things you need to know


Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check.

See our vetting charter.

People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.

As part of the application process you will be asked to complete a Personal Statement (Max Word Limit: 500).

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.

Sift will be completed on the personal statement only.

Please note that if you are successful at sift stage you will be invited to an interview which will be a blended approach of strength-based questions (no preparation necessary) and some behaviour based questions.

Sift and Interview dates

Candidates will be sifted/interviewed while the advert is live and could be asked to sit an interview at short notice.

Please note – due to the current COVID-19 pandemic interviews will be carried out via Skype for business where you will be required to have access to:

• A laptop (personal or work) with a working webcam
• Good Internet access
• Skype for business

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.

A reserve list may be held for a period up to 12 months from which further appointment may be made.

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 Stonewall top 100 Workplace Equality Employer and 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.


Owing to the size of the campaign it will not be possible to provide candidates with feedback at either the sift or interview stage

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Once this job has closed, the job advert will no longer be available. 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 : hocandidates.grs@cabinetoffice.gov.uk

Further information

If you feel that your application has not been treated in accordance with the recruitment principles, and wish to make a complaint, then you should contact in the first instance HORecruitment.GRS@cabinetoffice.gov.uk. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.