View Vacancy - HK - Consular Contact Centre Shift Leader, A2(L)
The British Consular Network in Hong Kong is looking for a Consular Contact Centre Team Leader based in Hong Kong.
This centre is the front line for most customers, and the first contact they have with much of the Foreign Office across the globe. The job involves leading a team of CC Assistants who provide the first point of contact to our consular customers, whether that be either by email/social media or calls. The role of the CC Team Leader is to guide our handlers in assessing the nature of contact and deciding on action, whether that be resolve, escalate or signpost, making certain the customer is given the right information and ensuring consistency across regions. Consular work can be challenging and varied, and the Team Leader will supervise the efficient running and development of the team of assistants, providing coaching and monitoring to be able to offer a first rate service to our consular customers. This role will lead the team delivering services, monitoring incidents and accidents involving British nationals and ensuring our response is appropriate and effective, flagging up to the Ops Manager any critical issues.
Line Management Responsibilities
Responsibility for induction, development and coaching of team of A1L call handlers. This to include shadowing calls and offering developmental activities. Ensuring FCO standards and that our customers receive the best possible first contact, resolving as much as possible at source.
Responsibility for day to day shift planning and rosters.
Responsibility for team results in relation to all key performance indicators (KPIs)
Customer Contact
Responsible for receiving calls and emails during shift time, responding accordingly and recording actions taken, Team leaders will deal particularly with difficult customers and complaints (escalations). Logging cases on our database, passing calls and cases to Consulates around the Network.
Stakeholder / Post Management
Responsibility for relationship with posts in area, ensuring core scripts and guidance are consistent with FCO policy and service in line with SLA
Responsibility for Post Essential Information (PEI) and contact information, ensuring it is accurate and up to date. Developing our scripts and essential tools to ensure handlers are able to provide essential information for over 100 countries.
Customer Knowledge Management
Assisting the Customer Experience Team with call data received, ensuring that all data is recorded accurately and anomalies reported for action. Being a key part of our customer knowledge management and quality control initiatives, helping to collate accurate feedback on what our customers are saying and helping to test the quality of our service.
- Fluency in English (C level according to Common European Framework of Reference for Languages), verbal and written, with excellent communications skills
- Intermediate level of the Microsoft Office suite
- Availability to work unsocial hours
- Strong customer service skills
- Good geographical knowledge
- Previous experience working with a contact centre or customer service environment
- Knowledge in any other language will be an advantage.
All applications must be received before 23:55 on 23 March 2018.
Incomplete application forms will not be taken into consideration, so please ensure you provide the information requested. We regret to advise that we will only be contacting short-listed candidates. Applicants called for an interview will be assessed on the core competencies listed above.
This opportunity is closed to applications.