View Vacancy – Customer Account Manager

The British Embassy in Abu Dhabi has a vacancy for a Customer Account Manager, Grade – B3 (L) for UK Visas and Immigration (UKVI).

Background:

UK Visas and Immigration (UKVI) is responsible for making millions of decisions every year about who has the right to enter the UK, with a firm emphasis on national security, but also on customer service and satisfaction. We support and promote visits to the UK from genuine visitors and business visitors from the region, represent significant inward investment to the UK, and support the work done by our Partners Across Government (PAGs), such as the Department for International Trade (DIT) and Visit Britain.

Main Purpose of the Job:

Given the diverse nature of businesses and travel trade operators in the region, and the new business partnership services UKVI are looking to offer, the successful candidate will be required to implement and maintain a large network of partners in various sectors, and oversee delivery of services to this network. The successful candidate will need to be innovative and able to identify and fill gaps in UKVI service provision and Customer Account Management services.

Main Duties and Responsibilities:

• Lead on the development and implementation of preferred partnerships and a business network of key stakeholders in collaboration with Partners Across Government (PAGs).
• Function as a first point of contact for customers within preferred partnerships and network programmes.
• Liaise with stakeholders on a regular basis to determine needs and potential service gaps, and manage stakeholder/ partnership application process. Maintain a current database of partners.
• Prepare and deliver information to external partners and customers through presentations or printed media in conjunction with the Communications Manager.
• Respond to stakeholder and member enquiries about visa applications in a timely and professional manner, liaising with colleagues where appropriate.
• Develop and maintain an effective network of internal contacts that can be used to resolve enquiries and streamline the application process for key partners.
• Work with our commercial partners to help develop additional services where gaps in service provision are identified.
• Review new partner applications and approve new members. Carry out dip sampling work on existing members to ensure compliance with terms and conditions.
• Support the wider visa operation when required, occasionally working outside of your core role and responsibilities.

Key Competencies Required:

• Managing a Quality Service – Effectiveness in this area is about being organised to deliver service objectives and striving to improve the quality of service, taking account of diverse customer needs and requirements.
• Collaborating and Partnering – People skilled in this area create and maintain positive, professional and trusting working relationships with a wide range of people within and outside the Civil Service to help get business done.
• Changing and Improving – People who are effective in this area are responsive, innovative and seek out opportunities to create effective change. It’s about being open to change, suggesting ideas for improvements to the way things are done, and working in ‘smarter’, more focused ways.
• Delivering at Pace – Effectiveness in this area means focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes.

Essential:

• Good communication and interpersonal skills. Able to establish and maintain a network of business relationships.
• High-level organisational and coordination skills, including the ability to prioritise, meet deadlines, proactively identify and resolve potential problems.
• Good standard of written and spoken English.
• Previous UKVI experience within the last 2 years.
• Must hold a residency visa in the UAE and be able to work in the UAE.