British High Commission Customer Service Officer Jobs in Nairobi - Kenya
British High Commission Customer Service Officer Jobs in Nairobi - Kenya
The British Government is an inclusive and diversity-friendly employer.
We value difference, promote equality and challenge discrimination, enhancing our organisational capability.
We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender, religion, sexual orientation, age, veteran status or other category protected by law.
We promote family-friendly flexible working opportunities, where operational and security needs allow.
Job Category
Foreign and Commonwealth Office (Operations and Corporate Services)
Job Subcategory
Corporate Services Support
Job Description (Roles and Responsibilities)
Main purpose of job:
Working within the Help Desk in the Corporate Services Department, the role of the Help Desk Officer is to assist in logging and following up on customer queries 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 / what will the jobholder be expected to achieve:
To respond to requests from internal and external stakeholders by logging, responding to, and prioritising all calls that come to the Helpdesk, liaising with the various corporate services teams 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.
Day to day management of the Customer Service Help Desk mailbox, responding to straight-forward queries or directing customers to sharepoint self-help guides where appropriate
Assigning maintenance/ service requests to the relevant teams;
In conjunction with the Technical Works Supervisors (TWSs), 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;
Investigating and solving customers' problems, which may be complex and or long-standing. Keeping accurate records of discussions or correspondence with customers;
Providing back office support to both corporate services teams and around sourcing suppliers, following up with suppliers and arranging meetings with contractors;
Liaison with utilities service providers; Working in conjunction with the TWG/Estates team to identify and report faults to relevant utility companies, Following-up on any queries with utility companies to ensure faults are rectified in good time and the utilities are in good working condition. Managing relationships with utility companies to ensure a high standard of service delivery.
Essential qualifications, skills and experience
Minimum 2 years Customer Service experience
Excellent oral and written communication and customer service skills
Strong administration skills
Experience providing support to senior management teams and clients
Excellent IT skills (a working knowledge of Microsoft Excel and Word is essential)
Excellent command of written and spoken English
Able to work both independently and in a team, in a flexible and self-motivated manner
Proven record
of taking responsibility and using initiative, excellent self-management
Highly organised, able to take initiative and to work accurately within deadlines
Desirable qualifications, skills and experience
Good team player
Able to work under minimal supervision
Required competencies
Changing and Improving, Collaborating and Partnering, Managing a Quality Service, Delivering at Pace
Grade
A2 (L)
Type of Position
Permanent
Region
Africa
Country/Territory
Kenya
Location (City)
Nairobi
Type of Post
British High Commission
Starting monthly salary (KES)
144,401(before tax)
Start Date
1 November 2018
Other benefits and conditions of employment
Learning and development opportunities (and any specific training courses to be completed):
Mandatory e-learning courses for post
Leave:
Members of staff are entitled to paid annual leave, which is earned, from the day they commence employment. Entitlements are as follows:
Grade A2 - 25 days
In addition to annual leave, the BHC normally observes no fewer than 9 and no more than 14 Kenyan and British public and religious holidays in a year. These vary from year to year and are at the discretion of the High Commissioner. A list of holidays is published each year.
Working Patterns:
36.25 hours per week
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 High Commission will never request any payment or fees to apply for a position.
Employees recruited locally by the British High Commission in Nairobi are subject to Terms and Conditions of Service according to local employment law in Kenya.
It is essential that the applicants already have the right to live and work in Kenya without the need to apply for a work permit
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.
Reference checking and security clearances will be conducted on successful candidates.
Please log into your profile on the application system on a regular basis to review the status of your application.
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.
How to apply
Interested candidates should apply online by 20th September, 2018
For more information and job application details, see; British High Commission Customer Service Officer Jobs in Nairobi - Kenya
Find jobs in Kenya. Jobs - Kenya jobs. Search our career portal & find the latest Kenyan job positions, career opportunities & jobs in Kenya.
Jobs in Kenya - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Kenya.
Find your dream job from 1000s of vacancies in Kenya posted and updated daily - click here!
Click here to post comments
Join in and write your own page! It's easy to do. How? Simply click here to return to Jobs Kenya.
