Public Engagement Marshal - Newport
Red Snapper Managed Services (RSMS) have been engaged to deliver a queue management service to the Home Office Passport Office (HMPO) across several areas across the UK. The service is to provide reassurance through effective communication and explanation to members of public at a time where the queues are significantly long due to the current demand where HMPO are processing emergency passports.
HMPO are experiencing high levels of passport applications now the COVID restrictions have lifted in addition to summer demand where holidays abroad have increased. Urgent and Fast Tracked Passport applications is in demand which has resulted in much higher levels of footfall to HMPO offices across the country. As a consequence, large queues are forming outside the offices which need to be appropriately managed.
A lot of customers are experiencing long queues and can be in the queue for a number of hours.
We are recruiting up to three (3) Public Engagement Marshals to each location.
The working hours are 0700 - 1900 (12 hour shifts), working across Monday - Saturday for an initial three (3) month term.
This is an immediate requirement which starts on Thursday 14th July 2022 - Friday 14th October 2022.
Aims and Objectives
- Customer reassurance;
- Reduction of customer frustration;
- Provision of information, advice and guidance;
- Professional image and customer service; and
- Queue management.
Roles and Responsibilities
As a Public Engagement Marshal, your role will be to engage with customers in the queue outside the HMPO. You will be in professional and smart uniform provided by RSMS. Ideally, you will have previously worked in the capacity of law enforcement with extensive experience in conflict management, strong communication with the public whilst wearing a uniform.
Your role will be to engage with customers in the queue to reassure them by providing updates on queue times, liaise with customers who are potentially becoming frustrated and to manage expectations and de-escalate any developing conflicts within the queue.
You must be a professional communicator, good organisational skills and strong negotiating skills with the ability of speaking to anyone in a calming and reassuring manner. You will be able to calm and manage situations if customers become frustrated through effective and professional communication techniques whilst showing assurance and empathy.
To support customers whilst in the queue, there will be occasions where you will hand out bottles of water especially during hot weather whilst liaising with management within the HMPO.
Be aware of any concerns which may arise within the queue and have strong situational awareness and safeguarding skills.
This is a 12 hour shift where you will be on your feet for a all of your shift.
There will be a rota to show set days/shifts to be worked across the project period.
We will process Non Police Personnel Vetting Level 1 (NPPV1) clearance for this position whilst working with the Home Office, Central Government.
You will be required to complete your timesheet showing the shifts you have completed.
You have the option of being paid weekly or monthly.
Each shift attracts a highly competitive pay rate of £250.00 per day, inclusive of holiday roll-up pay.
Please contact Mark.Brown@rsg.ltd if interested.
Contact numbers: 07739461702, 02031193343 or 02031193391.