British Embassy Customer Services Officer Jobs in Juba - South Sudan
British Embassy Customer Services Officer Jobs in Juba - South Sudan
Job CategoryForeign and Commonwealth Office (Policy & Political roles)
Job Subcategory
Political
Main purpose of job:
This is a new position within the Corporate Services Team. The role of the Customer Services Officer is to assist in logging and following up on customer queries from both Internal and External clients.
The successful candidate will need to be flexible with their working hours and have an enthusiastic and energetic personality.
Roles and Responsibilities:
Working with the IT Officer and other members of the CS Team: Set-up an automated system to respond to requests from internal and external stakeholders, by logging, responding to, and prioritising all enquiries that come to the Helpdesk.
Liaising with the various corporate services sections in a timely manner, maintaining regular and accurate communication with customers on progress of maintenance or service requests whilst ensuring that all requests are processed in line with FCO prescribed policies, and the Embassy’s Corporate Services Charter
Day to day management of the Customer Service Help Desk mailbox, responding to straight-forward queries or directing customers to the relevant self-help guides where appropriate
Working with the Corporate Services Manager and IT Officer to establish and manage a x-HMG intranet site to provide necessary reference material to all staff
To ensure a first class induction process for all new arrivals to the embassy, introducing them to all of the services that the CS Team provide, in accordance with the CS Charter
In conjunction with the Estates and Office Manager, coordinating the Estates team’s responses to maintenance requests;
Identifying and prioritising maintenance/ service requests in line with agreed deadlines for completion with service providers and keeping customers informed of progress;
Experience of delivering high quality, consistent customer service at all levels and being creative about solutions, but compliant with policies and processes;
Extensive experience of developing good working relationships with key stakeholders at all levels;
Tracking works requests and ensuring works are completed satisfactorily in line with agreed priority timelines;
Coordinating prompt and effective action to resolve customer problems, including delegating necessary tasks, keeping accurate records of discussions and correspondence, following up with
suppliers, arranging meetings with contractors, and keeping the customer closely informed of progress
To act as editor for the embassy’s Crisis Management Plan, ensuring that it accurately reflects current staff in Post and to ensure that all relevant contact details are kept up to date
Essential qualifications, skills and experience
Strong administrative skills,
Good administrative and IT Skills (a working knowledge of Microsoft Excel and Word is essential),
Oral and written communication and customer service skills.
Highly organised, able to take initiative and to work accurately within deadlines.
Able to obtain security clearance to Official-Sensitive
Desirable qualifications, skills and experience
Good team player and previous experience in Customer Service
Basic customer service skills
Able to work under minimal supervision
Required competencies
Changing and Improving, Collaborating and Partnering, Managing a Quality Service, Delivering at Pace
Additional information
Please complete the application form in full as the information provided is used during screening.
Please check your application carefully before you submit, as no changes can be made once submitted.
The British Embassy will never request any payment or fees to apply for a position.
Employees recruited locally by the British Embassy in Juba are subject to Terms and Conditions of Service according to local employment law in South Sudan.
All candidates must be legally able to work and reside in the country of the vacancy with the correct visa/work permit status or demonstrate eligibility to obtain the relevant permit.
The responsibility lies on the successful candidate to;
The British Embassy do not sponsor visas/work permits except where it may be local practice to do so.
Employees who are not eligible to pay local income tax: e.g. certain third-country nationals and spouses/partners of UK diplomats will have their salaries abated by an equivalent amount.
Information about the Foreign and Commonwealth Office Competency Framework can be found on this link: https://www.gov.uk/government/publications/civil-service-competency-framework Please note: AA=A1, AO=A2, EO=B3, HEO=C4, SEO=C5
Reference checking and security clearances will be conducted on successful candidates.
How to Apply
Interested and qualified candidates should apply online by 14th May 2019
For more information and job application details, see; British Embassy Customer Services Officer Jobs in Juba - South Sudan
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