View Vacancy - Senior Customer Insight Officer (ESP21.222)
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 Embassy in Madrid is part of a world-wide network, representing British political, economic and consular interests overseas and is looking to recruit a Senior Customer Insight Officer.
FCDO pursues our national interests and projects the UK as a force for good in the world. We promote the interests of British citizens, safeguard the UK’s security, defend our values, reduce poverty and tackle global challenges with our international partners.
We place emphasis on how we lead and behave towards each other, how we make decisions and how we get the job done to deliver our cultural statement:
- We put respect and kindness first. We are inclusive, we get to know each other, and value our diversity and the contribution we each bring. We are fair, act with integrity, and tackle inequality and unacceptable behaviour. We work together and take responsibility to solve problems.
- We draw on the expertise, insight and diverse perspectives of people across the FCDO, HMG, and beyond. We use the best available data and evidence. We are open to challenge and take a long-term approach. We are transparent about the rationale for decisions and smart about taking and managing risks.
- We are agile and alert to emerging opportunities. We encourage learning, innovation and use of data and digital. We are all clear on what we are expected to deliver and support each other in doing so. We look to reduce duplication and unnecessary process. We are committed to transforming both the FCDO and the way HMG delivers international policy.
About 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. Consular and crisis jobs are, therefore, some of the most rewarding in the FCDO. Consistently high staff survey engagement scores bear out that Consular is a great place to work.
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.
Purpose of the job
At the heart of delivering a quality consular service, the Customer Insight and Feedback Team provides a centre of support, advice, research and analysis to the consular network.
The Customer Insight and Feedback Team has two main roles:
i.researching service users and other target audiences in order to better understand their perceptions of our service; and
ii.running the feedback process (complaints and compliments) and ensuring that we effectively learn from feedback to improve the way we work.
Our team lead in either insight or feedback, but all of us work across both these areas. You will
- play a key role in managing customer sample for our satisfaction research programmes;
- lead on the promotion and implementation of our customer research opt-in programme, #askcustomers
- take a leading role in communicating and promoting the wider work of the team
- manage the CIFT team’s interactions with other FCDO IT systems and ensure our needs are met when systems are designed and implemented;
- Provide advice and guidance to colleagues developing surveys, helping build capability across Consular;
- lead and manage deep dives and other research, with support from the Grade 7.
As a result, you will make a variety of contributions to the Team’s ability to report on the key performance indicator for customer satisfaction and to promote and ensure the use of research and evidence more widely.
This is a unique and stimulating role that will:
- Provide you with the opportunity to directly influence staff and service processes
- Bring you into contact with a wide range of stakeholders both in the UK and overseas
- Give you responsibility for managing an initiative crucial to the success of our insight programme, and ability to deliver the required key performance indicator for Consular Directorate
- Develop your research and insight experience, change management, policy, communications and service delivery skills on one of Consular Directorate’s key priorities.
The position is based in the Spain network (despite is by default mentioned to be Madrid).
Excellent verbal and written communication skills enabling effective communication in English (minimum C1 level);
Knowledge and understanding of market research and customer insight principles and practice;
Budget management experience.
Experience of working on customer insight projects;
Experience of collaborating and delivering at pace with colleagues in a virtual environment.
This is a full-time and permanent B3(EE) contract. Normal working hours are 37.5 per week.
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.
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/work permit 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.
Please note that it is your responsibility to ensure you meet the legal requirements to live and work in this country.
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.
FCDO does not pay for travel related expense incurred in interviews (including Security Check) or accept any financial risk, including cancelation or reschedule costs. The FCDO will not meet the costs connected with relocation if offered a position.
It is important to note that the consular caseworker role is very demanding and will entail dealing with casework in situations that may involve death, detention, rape and sexual assault and prison visits. You will be required to deal face to face with highly distressed customers who may be in shock, grieving and in a crisis situation. Candidates should therefore have a high level of resilience to trauma.
*Please note for more information on the Common European Framework of Reference for Languages: Learning, Teaching, Assessment levels 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.
Additional 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.
This opportunity is closed to applications.
