Consular Contact Centre Officer, Malaga (ESP20.496)

Málaga, Málaga provincia

Job Description (Roles and Responsibilities)

Due to COVID-19, you may experience some delay in the progress of this recruitment campaign. We are working hard to minimise any disruption. You may find more information in the Additional Information section below.

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 a permanent, full-time Consular Contact Centre Officer.

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 one of our contact centre sites (Malaga and Ottawa), 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:

  • Provide first contact to our consular customers across the globe by answering calls, through digital/online communication, via email and social media. A high level of written English is essential for carrying out these tasks.
  • Field consular casework enquiries, crisis scenarios and emergency out of hours calls.
  • 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.
  • Update tools used by the GCCC 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 job holder will need to liaise with the global contact centre team to carry out these responsibilities.
  • THIS POSITION INVOLVES UNSOCIAL HOURS.

Roles and responsibilities:

Customer Contact

  • 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:
  • Leading on all aspects of first contact with a focus on customer service and consular assistance for British nationals.

Resource Management

  • Be responsible for monitoring call, social media and written enquiry activity and working to meet team and personal KPIs;
  • Offering flexibility to assist with staff absences/post closures/technical failures and the need for staff language skills;
  • Responding to different channels of customer contact to ensure the best possible customer service;
  • To maximise the use of language speakers to assist consular callers;
  • Prepare and monitor data in relation to all key performance indicators (KPI);
  • Monitor call, written enquiry and social media queues continually, to ensure the best possible customer service is maintained at all times.

Stakeholder / Post Management

  • Responsibility with fellow officers for ensuring core scripts and guidance are consistent with FCDO policy and service in line with SLA;
  • 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;
  • To represent the Consular Contact Centre to key stakeholders and other parts of the FCDO, particularly in times of crisis and out of hours.

Customer Knowledge Management

  • Assisting the Team with call data received, ensuring that all data is recorded accurately and anomalies reported for action;
  • 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.
Essential qualifications, skills and experience

  • Fluency in English (C1 level according to Common European Framework of Reference for Languages*), verbal and written, with excellent communications skills;
  • Intermediate level of the Microsoft Office suite;
  • Availability to work unsocial hours;
  • Strong customer communication and service skills;
  • Good geographical knowledge;
  • Previous experience working with a contact centre or customer service environment.
Desirable qualifications, skills and experience

  • Any other language will be an advantage.
Required competencies

Collaborating and Partnering, Managing a Quality Service, Delivering at Pace, Demonstrating Resilience
Application deadline Application deadline – day Application deadline – month Application deadline – year

10 January 2021
Grade

A2 (L)
Type of Position

Full-time, Permanent
Working hours per week

37.5
Region

Europe, Eastern Europe & Central Asia
Country/Territory

Spain
Location (City)

Malaga
Type of Post

British Consulate
Number of vacancies

1
Starting yearly salary (EUR)

29,632.14
Start Date Start Date – day Start Date – month Start Date – year

1 March 2021
Other benefits and conditions of employment

This is a permanent, full-time contract . 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.

Additional information

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.

Additional Information (due to Covid-19):

  • You may experience some delay in the progress of this recruitment campaign and we are working hard to minimise any disruption;

  • Interviews will be done remotely if the existing situation determines this to be the right course of action;

  • Starting date may be delayed depending on circumstances at the time and it will be agreed with the selected candidate.

  • 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.
Please be aware that you will only be able to apply to vacancies for Local Staff roles with the British Government through this official tal.net site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official tal.net site. If you complete and send an application through any other site, we will not receive it.

 

Foreign & Commonwealth Office

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