View Vacancy - Customer Services Officer (07/19 JUB) - FC

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

• 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