Bilingual (Welsh/English) Passport Officer

Job summary

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

Immigration and Citizenship Service (ICS) manages the UK’s immigration and identity systems. It oversees visa applications for visitors, workers, students, and those seeking to settle in the UK, as well as citizenship processes and resettlement services. ICS also issues British passports and maintains vital civil records, including births, marriages, and deaths. Through secure and efficient services, it protects the UK’s borders, supports lawful migration, provides safe and legal routes for refugees, and ensures trusted identity and travel documentation for citizens and applicants.

This is a unique opportunity for a bilingual speaker to become an integral member of His Majesty’s Passport Office. Now is an ideal and exciting time to join our team and make a real difference, 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.

HMPO 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). HMPO 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.

Job description

This role requires you to be bilingual and someone who is flexible, adaptive, and creative in solving problems and dealing with change. Individuals must have an ability to effectively organise and plan, whilst being professional and customer focused. You must be able to demonstrate a strong sense of personal ethics and honesty and enjoy dealing with members of the public and external and internal stakeholders. You will demonstrate sound interpersonal, communication and relationship-building skills and thrive working as part of a team.

Key Responsibilities

• To examine passport applications made through both the Welsh and English digital / partner route or 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 provide effective and timely customer care to internal and external customers in line with current guidance and best practice.
• To respond both in English and Welsh 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 to complete all work in accordance with His 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.

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.

Working Pattern

This role is suitable for part-time working hours, with a minimum requirement to work 20 hours and 4 days per week.

Training

You will receive full training and support to enable you to carry out the role.

Candidates applying on a part‑time basis should note that flexibility in working days may be required to support the delivery of training.

Person specification

Essential Criteria

• Strong written communication skills
• Effective verbal communication skills
• Proficient in Information Technology (IT)
• Fluent in Welsh language

Behaviours

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

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

Benefits

In addition to your salary, a career with the Home Office offers a range of benefits, including:

• A Civil Service pension with an employer contribution of 28.97%
• In-year reward scheme for one-off or sustained exceptional personal or team achievements.
• 25 days annual leave on appointment, rising with service to 30 days.
• Eight days of public holidays, plus one additional privilege day.
• Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office.
• See more of our benefits on our careers website.

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Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

We will endeavour to conduct the selection process in line with the dates indicated below, but cannot guarantee that these will not, where necessary, be revised.

1. Application – by 19th August 2026

As part of the application process, you will be asked to complete:

• CV
• Personal Statement (maximum 500 words).