View Vacancy - OMN - Contracts & Customer Excellence Officer (AO)

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 identity, 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. The FCDO operates an agile workforce and to facilitate this, you may be required to undertake other duties from time to time, as we may reasonably require.
Foreign, Commonwealth and Development Office (Operations and Corporate Services)
Estates, Procurement

The British Embassy in Muscat is part of a worldwide network that represents the UK’s political, economic, security, and consular interests overseas. We are seeking a highly motivated and proactive individual for the position of Contracts & Customer Excellence Officer under the Corporate Services Team, at the grade of Administrative Officer (AO) on a fixed-term contract of one (1) year.

Reporting to the Head of Estates, the Contracts & Customer Excellence Officer plays a key role in supporting the effective delivery of estates services across the British Embassy Muscat estate portfolio.

The role is responsible for the administration and coordination of estates contracts, procurement activities, supplier performance monitoring, customer service excellence, and financial tracking, ensuring compliance with FCDO policies and value for money principles.

The jobholder will act as a focal point for contract administration and supplier engagement, supporting service delivery across approximately 60 residential and operational properties while helping to ensure that customers receive an efficient, responsive, and high-quality estates service.

Main Duties and Responsibilities:

Contract Management & Administration (35%)

  • Maintain and manage the Estates contract register, ensuring all contracts, service agreements, supplier records and associated documentation remain accurate and up to date.
  • Monitor contract expiry dates and coordinate contract renewals with contract managers and suppliers to ensure continuity of service.
  • Maintain contract files, warranties, insurance records, compliance certificates and performance documentation.
  • Organize contract review meetings and maintain records of discussions, actions and outcomes.
  • Monitor contractor compliance with contractual obligations and agreed service standards.
  • Support the mobilization, extension and closure of contracts as required.
  • Escalate supplier performance concerns, operational risks and contract compliance issues to the Estates Manager.
  • Ensure contract documentation remains audit-ready and accessible at all times.

Procurement & Commercial Support (20%)

  • Support the delivery of procurement activities in accordance with FCDO procurement policies and procedures.
  • Raise purchase requisitions and purchase orders through HERA and monitor progress through to completion.
  • Obtain quotations, supplier submissions and supporting procurement documentation.
  • Coordinate procurement exercises by maintaining records, tracking progress and supporting evaluation processes.
  • Assist in preparing tender documentation, procurement reports and supplier correspondence.
  • Liaise with internal stakeholders and the Regional Procurement Hub to support procurement delivery.
  • Maintain procurement trackers and provide regular updates on procurement actions and timelines.

Supplier Performance & Financial Monitoring (20%)

  • Monitor contractor performance against agreed service levels, contractual requirements and customer expectations.
  • Maintain supplier performance records and support regular contractor review meetings.
  • Support monitoring of Estates expenditure, contractual commitments and supplier costs.
  • Track supplier invoices and support timely payment processing.
  • Maintain VAT records and procurement-related financial documentation.
  • Produce routine contract performance and expenditure reports for the Estates Manager.
  • Identify service delivery concerns, expenditure variances and emerging risks, escalating issues where appropriate.
  • Support value for money assessments across contracted services.

Customer Excellence & Stakeholder Engagement (10%)

  • Act as a key point of contact for Estates contract-related queries and service requests.
  • Build and maintain positive relationships with customers, suppliers, landlords, contractors and service providers.
  • Monitor customer feedback relating to Estates services and contracted activities.
  • Support the identification and implementation of service improvements to enhance customer satisfaction.
  • Work collaboratively with Estates colleagues to ensure supplier performance contributes to a positive customer experience.
  • Ensure communications with customers, suppliers and stakeholders are professional, clear and customer focused.
  • Support the resolution of customer issues and ensure actions are monitored through to completion.

Compliance & Assurance (10%)

  • Support contract compliance reviews, governance activities and internal audits.
  • Monitor completion of required contract management actions and compliance requirements.
  • Ensure procurement and contract records comply with FCDO policies and audit requirements.
  • Maintain supplier due diligence documentation and compliance records.
  • Support implementation of procurement and contract management best practice across the Estates team.
  • Assist in identifying areas for process improvement and continuous improvement initiatives.

Business Support & Other Responsibilities (5%)

  • Support Corporate Services and Estates projects as required.
  • Contribute to business continuity arrangements across the Estates function.
  • Undertake additional duties appropriate to the grade and business needs.
  • Support wider Embassy objectives and cross-team initiatives where required.
  • Provide support during emergency response and crisis situations.

The above list is not exhaustive and the jobholder will be required to be flexible and take on other responsibilities on an ad hoc basis, including participating in the Embassy’s emergency planning and any other response to a crisis affecting UK citizens. 

Key Behaviours:

The candidate will need to demonstrate the following behaviours and the values of who we are during the interview:

  • Managing a Quality Service - Deliver service objectives with professional excellence, expertise and efficiency, taking account of diverse customer needs.
  • Working Together - Form effective partnerships and relationships with people both internally and externally, from a range of diverse backgrounds, sharing information, resources and support.
  • Delivering at Pace - Take responsibility for delivering timely and quality results with focus and drive.
  • Making Effective Decisions - Use evidence and knowledge to support accurate, expert decisions and advice. Carefully consider alternative options, implications and risks of decisions.

Our Values:

The British Embassy Values (Trust, Respect, Integrity and One Team) are important in helping us to deliver for the UK internationally. Wherever we work in the world, we share a set of values that guides our decision-making, sets standards for our behaviour and helps us deliver the UK's national interest internationally.

  • Trust: Be reliable, open, and dependable in our actions and communications.
  • Respect: Acknowledging each other’s skills, opinions, and experiences and honouring each other’s ideas, beliefs, and culture.
  • Integrity: Taking responsibility for our decisions and actions and standing up for what is right, not what is easy.
  • One Team: Being kind, helpful, supportive, open to challenge so that we can all work at our best towards achieving the same goal.

These values are underpinned by the UK Civil Service values (Integrity, Honesty, Objectivity, Impartiality) and complemented by values all One HMG colleagues bring from their own department, service or administration.

  • Minimum 4 years of  experience in contracts administration, procurement, facilities management, commercial support or a related operational environment.
  • Holds a Bachelor’s degree in Contracts / Procurement Management or a related discipline.
  • Experience working with suppliers, contractors, landlords and multiple stakeholders.
  • Experience supporting procurement activities, obtaining quotations and maintaining procurement records.
  • Experience monitoring expenditure, invoices and financial documentation.
  • Strong attention to detail and ability to manage competing priorities.
  • Customer-focused approach with a commitment to continuous improvement.
  • Strong analysis, organisational, and time management skills.
  • Excellent interpersonal and active listening skills, with the ability to cultivate and maintain a range of contacts at all levels.
  • Excellent communication skills in English, both verbal and spoken. Able to express ideas and messages clearly and concisely, both orally and in written communication.
  • IT literate and well versed in the use of Microsoft Office applications, particularly MS Excel.
  • Experience working within Government, diplomatic missions or international organisations.
  • Experience using HERA, Oracle or a similar finance or procurement system.
Delivering at Pace, Making Effective Decisions, Managing a Quality Service, Working Together
21 September 2026
Administrative Officer (AO)
Full-time, Fixed Term
35
12 months
Middle East & North Africa
Oman
Muscat
British Embassy
1
OMR
842.95
monthly
29 November 2026

Eligibility:

If you are selected for this position, we will be able to employ you as long as you:

  • Have (or be willing to obtain) a right to live and work in Oman.
  • The successful candidate will be required to transfer their visa under the Embassy's sponsorship.

Working Conditions and Remuneration:

The Embassy offers an attractive working environment and remuneration package for the role, including a non-negotiable salary of 842.95 Omani Riyals per month inclusive of all allowances; and use of on-site recreational facilities including a swimming pool and social club.

This position is for a full-time employment, on a fixed-term basis for one (1) year, subject to 3-month probationary period.

Conditioned working hours are 35 hours per week. Standard working hours are from 0730 to 1430 Sunday to Thursday.

Holiday entitlement is 30 days per year (on a pro rata basis) following successful completion of a 3-month probation period. There are also national holidays determined annually by the Embassy, which usually total 14 days per year.

The FCDO offers a comprehensive L&D package via an internal learning platform. Specific L&D opportunities may be available, upon discussion with the Line Manager.

Employment in the advertised position is dependent on the potential employee having or acquiring valid UK security clearance. Security clearances can take several weeks to process. Inability to obtain a clearance will preclude employment. Loss of a security clearance at any time will lead to termination of employment.

How to apply:

Interested candidates must ensure that the online application form is completed in full, including:

  • Complete education details and employment history.
  • Complete experience, professional skills, and behaviour-based sections.

Please note that it is mandatory for all applicants to complete every section of the online application form, including employment history, education details, technical skills, experience, and behaviour-based questions.

Applications that are incomplete in any respect will not be considered during the shortlisting process.  

Applications must be submitted before 23:55 local time on 21 September 2026.

Applications submitted after the stated deadline will not be considered. Telephone applications and enquiries will not be accepted.

Internal candidates (i.e., those who are currently employed by the British Embassy Muscat) applying for this position should consider informing their current line manager upon submission of their application. 

Process:

The recruitment process, including security clearance, is expected to take around two-three months. The security clearance process includes checks available in country and with UK, dependant on the security level required for the role and the candidates’ profile and UK footprint. You may experience some delay in the progress of this recruitment campaign, and we are working hard to minimise any disruption.

Appointable candidates who were unsuccessful at interview may be placed on a ‘reserve list’. If during the reserve period of six (6) months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate.

The start date mentioned in the job advert is a tentative start date and the successful candidate will be required to undergo security-vetting procedures. Any offer of employment will be subject to the candidate achieving suitable clearances and reference checks. 

The successful applicant's employment will only be confirmed after the completion of any security clearance/checks. The checks can take several weeks to complete, and the applicant will only be employed if the UK security clearance is granted.

 

The FCDO operates an agile approach to delivery. To facilitate an agile workforce, you may be required to undertake other duties from time to time as we may reasonably require. The British Embassy Muscat is an equal opportunities employer, dedicated to inclusivity, a diverse workforce and valuing difference.  Staffs recruited locally by the British Embassy are subject to Terms and Conditions of service according to local Muscat Employment Law.

Please be aware that you will only be able to apply to vacancies for Country Based 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.

This opportunity is closed to applications.