Public Counter Officer (PO3) - Apprenticeship - HM Passport Office

Contract Type
Durham, Glasgow, Liverpool, London, Newport, Peterborough, Southport
£21,681 - £25,626
Expiry Date
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.

Job Description


• To examine passport applications made in person at the Public Office and via the postal / partner route, to determine nationality and identity, in line with current policy, procedures, and legislation, resolving queries as they arise.
• 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 liaise with managers, colleagues and customers in a courteous and professional manner to ensure excellent customer service on our Public Counter.
• To manage own time so as to complete all work efficiently and meet agreed service level response times.
• To take responsibility for own 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

Posts will be offered on Extended Working Hours (EWH) with the working pattern dependent on the needs of the business. Patterns will vary by location. EWH involves working a 37-hour week on a working pattern of 4 or 5 days, including some Saturdays. As such, flexible working hours are not available for this role.

These posts are on offer on an apprenticeship basis.

Over 280,000 people work in the Operational Delivery Profession across Government carrying out the vital job of keeping the country running and making a real difference to people’s lives.

This Public Service Operational Delivery Apprenticeship (Level 3) within Her Majesty’s Passport Office is a fantastic opportunity to learn, earn and develop your skills. You will gain valuable skills during the course of your Apprenticeship, receiving on-the-job training to help you carry out your role, as well as time away from your daily duties to complete learning.

You will have your own academic tutor and a work place mentor, we will coach you through the skills you need to be successful, and support your personal and professional development.

You will develop your knowledge about legislation, policies and procedures and will develop your skills across Customer Service; Communicating Effectively; Working Together; Gathering and Managing Information; Negotiating and Influencing; Problem Solving and Decision Making; using IT tools and equipment to manage, share and store Information; professionalism; self-management and awareness.

At the successful completion of your apprenticeship assessment you will be confirmed as a permanent PO3 employee.

As part of your apprenticeship you may be required to attend training sessions/assessments in other locations for which you will get advance notice, this is not expected to require an overnight stay.

Development & Training

We will support you in working towards the following qualifications:

• Mathematics and English (If you do hold Level 2 in English and Mathematics then you will not have to complete the additional functional skills)
• City & Guilds Level 2 Award in Operational Delivery (Principles)
• City & Guilds Level 3 Certificate in Operational Delivery (Advanced)

All your training will be delivered during work time, but you must be prepared to undertake additional study and revision in your own time, particularly before exams.


It is really important that you are able to confirm that you meet all of the following criteria to apply for these jobs:

• Must be 18 years old
• Must live in the UK
• Must work a minimum of 30 hours per week
• Must not already hold a similar qualification as candidate must learn something new from the apprenticeship
• Are happy to spend 20% of your time undertaking learning activities/study


There are no minimum entry level qualification requirements for these positions however applicants who do not hold Level 2 (GCSE A-C or equivalent) in English and Mathematics must be willing to undertake additional functional skills testing in English and/or Maths alongside your Level 3 Apprenticeship.

We welcome applications from candidates with, or without Level 2 English and Mathematics (GCSE A-C or equivalent). Any qualifications held by applicants do not form any part of our shortlisting criteria.

If you hold Level 2(GCSE A-C or equivalent) in English and Maths then you will not have to complete the additional functional skills testing alongside your Level 3 Apprenticeship, providing you can produce evidence of your certificates.