Operational Delivery

There are approximately 25,000 members of the Operational Delivery profession in the Home Office. Our members are the people who deal directly with the public or support others who do, and every day they do vital work and deliver services of the highest quality.

We develop our people to be the very best that they can be, supporting effective leadership and creating confident leaders who inspire and empower colleagues. By hiring and training skilled people, we help our staff to build a broad set of skills that make us all more effective. We offer exciting, varied careers that attract and retain the very best talent.

Our members work across the whole of the Home Office, carrying out roles to deliver world class customer service and to protect the public:

  • Our people in HMPO and UKVI deliver excellent customer experience, issuing passports and controlling legal migration.
  • Within Border Force our staff ensure that they secure the border against threats from people and goods.
  • In Immigration Enforcement, our people reduce the illegal population and the harm that it causes.

What you could be doing

The Operational Delivery profession is divided into 6 skills families within job roles:

  • Case Ownership: Working collaboratively to consider applications, make fair decisions and progress cases. For example, an HMPO Passport Examiner or a UKVI Caseworker.
  • Help & Advice: Helping people understand and navigate our services, ensuring they receive the right outcome at the right time. For example, working in a Home Office contact centre.
  • Leadership & Management: Delivering the Home Office’s vision and developing our people to have the right skills to deliver excellent customer service. For example, a line manager in an operational team.
  • Operational Design & Support: Ensuring our colleagues have what they require to do their jobs, promoting standards and making sure our products and services meet customers’ needs. For example, a Business Support Manager.
  • Safety & Enforcement: Ensuring public safety, tackling criminal activity, carrying out interventions and applying sanctions on people and organisations that break the rules or put the public at risk. For example, a Border Force Officer or an Immigration Enforcement Officer.
  • Validation & Compliance: Verifying whether people are credible against a legal standard, ensuring they comply with the rules and receive only services they are entitled to. For example, an HMPO Interview Officer.

The benefits of working in an Operational Delivery role at the Home Office

We support everyone in their development, at any stage in their career, and offer a range of tools and support for continued professional development, including:

  • An interactive Learning Map to identify learning opportunities by skills families
  • An e-library that lists learning activities by category e.g. leadership and management, customer service etc
  • Internationally recognised qualifications starting at level 2 (equivalent of GCSE) up to level 7 (Masters’ degree equivalent)
  • Apprenticeships in Operational Delivery and Leadership and Management
  • Talent schemes
  • A career framework providing information to help you make career choices across government
  • A platform enabling you to connect with other professionals to form informal mentoring or coaching relationships
  • Networking opportunities through events and social media to celebrate success and share best practice with Operational Delivery Professionals across the wider Civil Service.

To be approved by

NameJulia Law
Title 
Email[email protected]
Date