View Vacancy - SRR/ SRJ - UKVI Visa Outreach Officer (HEO)
The British Embassy in Saudi Arabia has a vacancy for Visa Outreach Officer, job grade Higher Executive Officer (HEO), under UK Visas and Immigration (UKVI). This is for a fixed term contract for two (2) years, with a possibility of renewal.
The jobholder’s key responsibilities will be:
- Representation & Outreach: Promoting awareness and understanding of the UK’s visa offer, delivering regionally tailored customer and stakeholder communications, assisting with high profile/ value applications, as well as working with partners across His Majesty’s Government (HMG), including Foreign, Commonwealth and Development Office (FCDO), Department for Business and Trade (DBT), VisitBritain (VB), and the British Council (BC) to promote the UK as the first choice destination for visits, study, and investment.
- VAC & SELT auditing and assurance: Providing ‘on-the-ground’ assurance for Supplier Relationship Services (SRS) of the quality of customer experience and integrity of operations in local Visa Application Centres (VAC) and Secure English Language Testing (SELT) Centres, including through regular ad-hoc visits, formal audits and gathering local intelligence from stakeholders.
- Customer and Market Insight: Collecting and reporting market insight and customer intelligence to Service Line Leads & Managers, SRS, and Customer Insight Teams, driving continuous improvement of the UK visa service and our customer offer, including identifying opportunities for change and innovation.
The jobholder may be based in either Riyadh or Jeddah, with an expectation of regional travel to the alternative post and other Gulf countries as per work demands.
Duties and responsibilities:
- Be the first point of contact on visa issues for colleagues in FCDO/ Partners Across Government (PAG) and key stakeholders across the GCC, answering queries on visa policy and process, and providing support for HMG-referred high value/ compassionate visa enquiries, liaising with Head of Region (HOR)/ Head of International Network (HON) as appropriate.
- Be the expert on visa customer experience and needs in your priority market(s). Regularly visit local VACs and actively seek feedback on visa application experience, directly from customers, from stakeholders, as well as through social media monitoring. Provide ‘on-the-ground’ feedback to visa Service Line Managers on customer experience; and be available as a source of market expertise to Service Line Managers, strategy and policy colleagues in the UK, identifying trends and opportunities.
- Anticipate and escalate any emerging risks/ concerns in customer experience to HOR/ HON so these can be addressed, mitigated, and managed quickly.
- Build and develop a network of key PAGs and travel and industry stakeholders in your region, and use these networks to disseminate key communications messages on UKVI’s latest policies and requirements, delivering presentations/ messages/ Q&As based on the needs of different audiences/ events, including in local languages.
- Work closely with your Regional Communications Manager in the UK and with HMG Mission’s Communications Team at the Embassy/ Consulate General to deliver visa messages and campaigns in your countries, including ensuring messaging is effectively tailored for market. This will include communications delivery around the rollout of Electronic Travel Authorisation (ETA), e-visas, and other Future Border and Immigration System (FBIS) programmes.
- Develop and deliver an annual engagement plan in conjunction with DBT, Visit Britain, and British Council (Study UK) to identify key audiences and messages and setting targets on reach.
- Deliver visa upskilling training to HMG partners on the UK visa process, enabling them to deliver key messages and to signpost to information on gov.uk website.
- Work with DBT locally and with Service Line Managers in the UK to identify and invite businesses to join the Global Partnership Programme and pilots of our new products and services.
- Work with the Head of International Network to develop local approach to additional revenue generation overseas, including ‘paid-for’ and/ or premium Outreach services for businesses and PAGs.
- Manage the Outreach Network inbox, replying to queries from HMG, businesses, and governments within 24 hours.
- Support customer service improvements by identifying opportunities to change/ improve our service and work with UK teams to deliver customer service initiatives.
- Support the Regional Assurance and Integrity Lead with integrity audits as required, including VAC inspections and SELT inspections, and assist in supporting delivery of any commercial partner changes under Visa and Citizenship Application Services (VCAS).
- Develop expertise in your designated specialist visa routes (e.g., Business, Education, or Visit) and offer upskilling and training to others in the Outreach Network on these routes.
The above list is not exhaustive and the jobholder will be required to be flexible and take on other ad hoc tasks as required, including participating in the Embassy’s/ Consulate General’s emergency planning and any other response to a crisis affecting UK citizens.
Key behaviours required:
- Working Together - Form effective partnerships and relationships with people both internally and externally, from a range of diverse backgrounds, sharing information, resources and support.
- Seeing the Big Picture - Understand how your role fits with and supports organisational objectives. Recognise the wider Civil Service priorities and ensure work is in the national interest.
- Changing and Improving - Seek out opportunities to create effective change and suggest innovative ideas for improvement. Review ways of working, including seeking and providing feedback.
- Communicating and Influencing - Communicate purpose and direction with clarity, integrity and enthusiasm. Respect the needs, responses and opinions of others.
- The successful candidate must be able to secure a local residence and work permit in Saudi (iqama) OR already have the right to work and reside in Saudi.
- The British Embassy provides visa sponsorship. The successful candidate will be required to transfer their visa under the Embassy's/ Consulate General’s sponsorship.
- Ability to work independently, including planning and delivering long-term projects, manage workload, and deliver results.
- Experience of representing your organisation, including with senior stakeholders.
- Experience of working collaboratively with teams located in different locations across the region and with teams across the globe, including in the UK. Ability to drive delivery of outcomes and overcome obstacles, especially when working with and through others.
- Excellent communication skills in English, both verbal and spoken. Able to express ideas and messages clearly and concisely, both orally and in written communication. Able to simplify complexities and adapt communication so others can understand.
- Excellent interpersonal and networking skills, comfortable dealing with high-level officials and contacts. Confidence in speaking in public, engaging with stakeholders, and delivering public presentations, including virtually.
- Proven experience of working pro-actively, independently and towards performance targets within a team setting, contributing to the overall goals of the section.
- Flexible, resilient, decisive, and calm under pressure. Proven track record of delivering results to a high standard to tight deadlines.
- Strong IT skills and literacy in Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Teams).
- Previous experience in passport and/or visa and immigration work.
- Proven track record of resilience and regular attendance to the office in sometimes difficult circumstances.
- Arabic language skills, both written and spoken.
The Embassy aims to offer an attractive working environment and remuneration package for this role.
Monthly salary details:
- Base Salary - SAR 15,385
- Housing Allowance - SAR 3,846 (subject to eligibility)*
- Travel Allowance - SAR 500 (subject to eligibility)*
- Total - SAR 19,731
*Allowances are not payable to staff who receive official provision for such expenditure in some other form. Spouses/ Dependents of UKBS officers working at the Embassy are not eligible to Housing or Travel Allowance.
No accommodation nor relocation expenses are payable in connection with this position.
This position is full-time, based on 35 hours per week. Normal working hours for the Embassy are from 08:00 to 15:00 from Sunday to Thursday, with core working hours from 10:00-15:00. Core working hours is the period of the day that employees are required to be at work. The working day outside of the core hours is a flexible period, which allows employees to choose when they work, subject to operational needs.
The jobholder will be required to be flexible in their approach to hours worked as these will be dictated by operational needs and may involve working out of hours (evening/ weekend), especially during visits and events. There may also be a requirement to travel across the region and to the UK for business purposes.
Flexible working arrangements may be considered based on operational requirements and agreement with the line manager, and in line with FCDO and Embassy/ Consulate General policies.
The successful candidate will be subject to a 90-day probationary period.
The successful candidate will be required to transfer their iqama under the Embassy's/ Consulate General’s sponsorship.
How to apply:
Interested candidates must include with their online application form
1) an updated Curriculum Vitae (CV);
2) a covering letter/ motivation essay stating how you meet the requirements of the role; and
3) specific examples, in the relevant sections of the online application form, of how you meet the key behaviours required.
Applications that do not include these information will not be considered.
The closing date for applications is at 23:55 KSA local time on 17 December 2023.
Applications received after the stated deadline will not be considered.
Due to the large number of applications we receive, only those shortlisted for the next step in the recruitment process will be contacted.
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 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 recruitment process, including security clearance, is expected to take around 2-3 months. The security clearance process includes checks available in country and in the 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.
The British Embassy is an equal opportunities employer, dedicated to inclusivity, a diverse workforce and valuing difference. Staff recruited locally by the British Embassy is subject to Terms and Conditions of Service according to local Saudi Arabia employment law.
This opportunity is closed to applications.