Foreign, Commonwealth and Development Office (Consular Roles)
Consular
The British Consulate in Malaga is part of a world-wide network, representing British political, economic and consular interests overseas and is now looking for two permanent, full-time Consular Contact Centre Officers.
This is an exciting role at the FCDO Consular Contact Centre (CCC) operation, working on varied, fast-paced issues. The successful candidate will be a key part of our friendly team, based at our contact centre site in Malaga and working across the global network of British consulates. This means that the job holder will be at times required to work unsociable hours to support teams in different times zones and:
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Our Consular Officers will work in the Contact Centre based in our Consulate in Malaga and will provide first contact to our consular customers across the globe by answering calls, through digital/online communication, via email and social media 24 hours a day/365 days a year.Field consular casework enquiries, crisis scenarios and emergency out of hours calls.
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Provide detailed advice, signpost to relevant competent authorities or escalate enquiries as required to stakeholders. The Job Holder will need to record all information relating to calls & emails and ensure this information is up to date and accurate.
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Update tools used by the CCC for resource management, resilience and business as usual needs. Resolve calls and lead on carrying out UAT and other technical tests for new applications to be used by the contact centre. The job holder will also be required to support other contact centre staff on new systems and lead the shifts in the absence of a Duty Manager. The JH will need to liaise with the global contact centre team to carry out these responsibilities.
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THIS POSITION INVOLVES UNSOCIAL HOURS.
Roles and Responsibilities:
Customer Contact
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Responsible for receiving calls, written and social media enquiries during shift time, responding accordingly and recording actions taken. Officers will deal with distressed British nationals and some difficult customers and complaints (escalations), providing signposting, logging cases on our database, passing calls and cases to Consulates around the network as appropriate.
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Leading on all aspects of first contact with a focus on customer service and consular assistance for British nationals.
Resource Management
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Monitor call, written enquiry and social media activity/queues continually, to ensure the best possible customer service is maintained at all times and working to meet team and personal KPIs, as part of the 24/365 operation.
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Offering flexibility to assist with staff absences/post closures/technical failures and the need for staff language skills.
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Responding to different channels of customer contact to ensure the best possible customer service.
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To maximise the use of language speakers to assist consular callers.
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Prepare and monitor data in relation to all key performance indicators (KPI).
Stakeholder / Post Management
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Responsibility with fellow officers for ensuring core scripts and guidance are consistent with FCDO policy and service in line with SLA.
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Responsibility for Post Essential Information (PEI) and contact information, ensuring it is accurate and up to date. Contributing to the continual development of our scripts and essential tools, to ensure handlers are able to provide essential information for over 100 countries.
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To represent the Consular Contact Centre to key stakeholders and other parts of the FCDO, particularly in times of crisis.
Customer Knowledge Management
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Assisting the Team with call data received, ensuring that all data is recorded accurately and anomalies reported for action.
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Being a key part of our customer knowledge management and quality control initiatives, helping to collate accurate feedback on what our customers are saying and helping to test the quality of our service.
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Fluency in English (C1 level according to Common European Framework of Reference for Languages*), verbal and written, with excellent communications skills;
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Intermediate level of the Microsoft Office suite.
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Availability to work unsocial hours.
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Strong customer communication and service skills.
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Good geographical knowledge.
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Previous experience working with a contact centre or customer service environment.
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Any other language will be an advantage. Preferably: Spanish, Portuguese, Mandarin, German, Greek and Arabic.
Collaborating and Partnering, Managing a Quality Service, Delivering at Pace, Demonstrating Resilience
18 July 2021
A2 (L)
Full-time, Permanent
37.5
Europe, Eastern Europe & Central Asia
Spain
Malaga
British Consulate
2
29,632.14
1 September 2021
These are permanent, full-time contracts . The working hours are 37.5 hours per week. The candidate will work on a shift-rotation basis (i.e. varying work schedule each week) from Monday – Sunday including unsociable hours. Night hours will be compensated. The candidate will need to be available to work Public Holidays. The exact working hours and shifts will be laid down by the Contact Centre in Malaga.
The successful candidate is subject to a confirmation of a background check, security clearance and the successful completion of a probationary period.
The successful candidate will be enrolled in the Spanish Social Security Scheme and will therefore not be entitled to any gratuity from the Embassy based on gross annual salary.
The British Embassy is a Diplomatic Mission with tax exempt status and does not collect taxes for other States. Employees are fully responsible for payment of Spanish income tax at the legally required rate. Staff recruited locally by the British Embassy in Spain are subject to terms and conditions of service according to local Spanish employment law.
Visa/work permit requirements: Candidates must currently hold the independent right to live and work in Spain and be prepared to ensure that right remains throughout the scope of the contract.
Please note that it is your responsibility to ensure you meet the legal requirements to live and work in this country.
Please be advised that Consular positions at the FCDO entail dealing with casework in situations that may involve death, detention, rape, assault, post-mortems, prison visits and highly distressed customers. Candidates should therefore have a high level of resilience to trauma.
Please note that the deadline for applications is 23:55 on the day mentioned in the above field “Application deadline”.
We advise you to allow enough time to complete and submit your full application, since only applications completed and submitted before the deadline will be considered.
Please be aware that the deadline for submitting applications is considered to be the time zone for the country where the vacancy has arisen.
FCDO does not pay for travel related expense incurred in interviews (including Security Check) or accept any financial risk, including cancelation or reschedule costs. The FCDO will not meet the costs connected with relocation if offered a position.
*Please note for more information on the Common European Framework of Reference for Languages: Learning, Teaching, Assessment levels please click on the following link CEFR. Please bear in mind in case you are invited for an interview your language skill is going to be assessed.
To help us track our recruitment effort, please indicate on the application form /in your cover letter where (ngotenders.net) you saw this job posting.