View Vacancy - Business Engagement Manager - Future Telephony (ESP20.365)

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.
Foreign, Commonwealth and Development Office (Consular Roles)
Consular

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 recruiting for an experienced Business Engagement Manager to lead on the implementation of the new telephony and contact centre platform to support our Consular Contact Centres.

Working in FCDO’s Consular Directorate

Helping British people living, travelling, and working around the world when they are most in need and responding rapidly to crises are FCDO priorities. Consular and crisis work touches the lives of British people in difficult and sometimes extreme circumstances, and this is one of the few ways that most people come into contact with the FCDO.

The Directorate is a large, friendly, and diverse one where people enjoy working and where we fully support learning and development. We promote a positive work/life balance and support many types of flexible working. We encourage new ways of thinking and value experience from outside the FCDO. As an innovative and flexible Department, for Generalists, we may want to discuss making changes to the role you fulfil during your tour with us. This can be to mutual advantage as priorities change – providing variety to your time with us and new opportunities. As well as supportive line management, Consular Directorate is committed to ensuring staff wellbeing and resilience through independent resources. This includes a regular well-being check-in with an independent provider for those in front-line roles, and a contracted specialist offering psychosocial advice to any consular staff who need it because of the nature of their work.

This role sits within the newly created Consular Services Department, which concentrates on ensuring first class first contact for our consular customers, enhanced by excellent digital consular services. The Department launched in early September 2020, to meet the demand for innovation on two principles in the Covid-19 Consular Response Plan: ensuring British people can make first contact with us in a more resilient way; and improving the remote delivery of consular services. The Department brings together the different means of contacting us: our Consular Contact Centres in Malaga, Ottawa and London; our Emergency Travel Document (ETD) Centres in Madrid and Singapore; our Consular Operations Team and our teams delivering digital transformation.

What will be your key responsibilities?

As a Business Engagement Manager you will act as Consular lead for implementing an ambitious future telephony and contact solution to support our Consular Contact Centres. You will support the development of requirements, contribute to the business case and act as the Consular lead on procurement of a new platform. You will then lead the implementation of the platform planning switchover, supporting the pilots, developing training and engagement plans and assessing the impact of change.

This is a key pillar and priority within the Covid-19 Consular Response Plan. We aim to take an incremental approach to delivery introducing a Cloud telephony and contact centre solution which we can build on and integrate features into (e.g. web chat). You will work with the Malaga, Ottawa and London Contact Centres, Global Response Centre (GRC) and Digital Services Team to ensure that the solution meets customer and user needs in the network.

In this role you will lead thinking on specific strands of work to identify, develop and lead business transformation in support of implementing the telephony programme. In sum, you will:

Strategic Planning

  • Lead on making a recommendation to the Board on how to introduce a new operating future telephony and contact centre model across the Consular network;
  • Take the lead in validating the business change plan and impact assessments, agreeing the approach to the pilot, training material and schedule and communications approach; including planning on when, where and how we might pilot the solution;
  • Seek ideas and inspiration from a range of sources and will demonstrate your ability to see the bigger picture and change and improve our services;
  • Work closely with Knowledge and Technology Directorate (KTD) and the successful supplier to implement the new system;

Pilot Preparation

  • Lead on the pilot preparation defining requirements, testing and work with the supplier to customise our requirements for the platform;
  • Lead on operational impact and risk management from a consular perspective and feed into the KTD project team to ensure Consular Directorate's views are taken into account throughout;

Training Approach

  • Confirm a training approach across the three Contact Centres (London, Malaga and Ottawa), Global Response Centre and Crisis Management Department (CMD);
  • Develop a training package with the successful supplier including training materials ensuring it is future proofed and oversee delivery until all of the Contact Centres have been migrated;

Operational Impact

  • Carry out impact assessments of proposed changes from an operational perspective;
  • Lead on the business transformation in the Contact Centres engaging with call handlers to assess and manage the change and work with Digital Services Team and KTD to report on progress.
  • Proficient in English (both written and spoken, minimum of C1 level according to the CEFR framework*);
  • Minimum of 5 years of relevant experience in or working closely with user experience and design teams in a product, design or telephony, including mapping customer journey;
  • Prior experience in project coordination and tracking in leading customer facing projects from start to completion;
  • Experience in both public and private sectors;
  • Excellent knowledge of IT and/or Digital areas;
  • Strong stakeholder management and communication skills;
  • Ability to think strategically with strong business acumen;
  • Proven ability to work with and interact effectively with all level of the organisation;
  • Experience of critically analysing and providing feedback on experience and design deliverables;
  • Experience of working to challenging deadlines and ability to demonstrate initiate especially when under pressure.
  • Previous experience within HMG, preferably with contact centre experience;
  • Previous experience in Consular, Digital or IT;
  • Customer service, telephony and project management experience would be beneficial.
7 October 2020
Senior Executive Officer (SEO)
Fixed Term, Full-time
37.5
12 months
Europe, Eastern Europe & Central Asia
Spain
Malaga
British Consulate
1
EUR
73,249.35
16 November 2020

Our Employment Conditions:

This is a full-time fixed-term contract of 1 year. The working hours are 37.5 hours per week (Monday to Friday; 8:00 – 16:00).

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.

Regarding taxation, the Consulate in Malaga is part of the British Mission in Spain, and as such supervised by the British Embassy. The Embassy is a Diplomatic Mission with tax-exempt status and does not collect taxes for other States. Employees are fully responsible for payment of 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/Passport 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. Additional requirements may become necessary after 31st December 2020.

Our Learning and Development Opportunities:

Consular Directorate prides itself on its focus on Learning & Development, with an emphasis on peer learning throughout the global network: through virtual and classroom workshops, masterclasses and learning sets.

Job holders will have the opportunity to develop digital and agile project management and leadership skills both through formal training and by working with external experts delivering projects and with the Government Digital Service. You will have the opportunity to develop commercial skills through managing suppliers.

You will be asked to complete practitioner consular learning and other trainings relevant to your role to develop consular expertise.

Consular staff are encouraged to volunteer when the FCDO is delivering an operational crisis response by training for, and joining, one of the specialist team rosters (e.g. London Response Team; Directorate Crisis List; Rapid Deployment Team). Crisis work is high profile and fast-paced and provides an opportunity to work on issues at the very top of the FCDO’s agenda as well as develop new skills. Time off in lieu and crisis disturbance payments are available for out of hours work during a crisis.

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 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.

Please be advised that the British Consulate will not be able to meet the travel costs incurred when travelling to the interview, nor the costs connected with relocation if offered a job.

*Please note Common European Framework of Reference for Languages: Learning, Teaching, Assessment indicates Level C1 as Mastery or proficiency Level which comprehends that a person can understand a wide range of demanding, longer texts, and recognise implicit meaning; can express fluently and spontaneously without much obvious searching for expressions; can use language flexibly and effectively for social, academic and professional purposes; can produce clear, well-structured, detailed text on complex subjects, showing controlled use of organisational patterns, connectors and cohesive devices. For more information 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 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.