View Vacancy - BK - Visa Outreach Officer - Visa Status and Information Services, HEO
The British Embassy Bangkok is a large diplomatic mission of around 140 staff delivering a dynamic and rapidly expanding programme of activity in support of the UK’s objectives. This includes activities linked to prosperity, trade, security, open societies, consular services and law enforcement. The Embassy is a modern, diverse and inclusive employer where everyone contributes to the Embassy’s core values of Generosity, Ambition and Courage.
MAIN PURPOSE OF THE JOB:
UK Visa Outreach Officers’ key responsibilities will be:
- Representation & Outreach: Promoting awareness and understanding of the UK’s visa offer; delivering regionally tailored customer and stakeholder comms, assisting with high profile/value applications, and working with HMG partners (including FCDO, DIT, Visit Britain and the British Council) to promote the UK as the first-choice destination for visits, study and investment.
- VAC & SELTs auditing and assurance: Providing ‘on-the-ground’ assurance for SRS of the quality of customer experience and integrity of operations in local Visa Application Centres and Secure English Language Testing 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.
- Be the first point of contact on visa issues for FCDO/PAGS (Partners Across Govt) colleagues and key stakeholders in Thailand, Malaysia & Singapore – answering queries on visa policy and process and providing support for HMG-referred high value/compassionate visa enquiries, liaising with Head of Region/Head of International Network as appropriate.
- Be the expert on visa customer experience & needs in your priority market(s). Regularly visit local VACs (Visa Application Centres), actively seek feedback on visa application experience - directly from customers, from stakeholders and also 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 Head of Region /Head of Network so these can be addressed, mitigated and managed quickly
- Build and develop a network of key PAGs, travel and industry stakeholders in your region, and use these networks to disseminate key comms 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)
- Working closely with your Regional Communications Manager in the UK, and with HMG Mission’s communications team, deliver visa messages and campaigns in your countries (including ensuring messaging is effectively tailored for market). This will include comms delivery around the roll-out of ETAs (Electronic Travel Authorisation), evisas and other FBIS (Future Border and Immigration Services) programmes.
- Develop and deliver an annual engagement plan in conjunction with the Department for International Trade, Visit Britain and British Council (Study UK), identifying key audiences and messages and setting targets on reach.
- Deliver visa upskilling training to HMG partners in the UK visa process, enabling them to deliver key messages and to signpost to information on gov.uk
- Working with the Department for International Trade locally and Service Line Managers in the UK to identify and invite businesses to join the Business Preferred Partner Scheme and pilots of our new products and services.
- Working with Head of International Network, 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 & governments to agreed service standards.
- Support customer service improvements – by identifying opportunities to change/improve our service and working with UK teams to deliver customer service initiatives
- Support the Regional Assurance and Integrity Lead with integrity audits as required, including VAC inspections & SELT inspections, and assist in supporting delivery of any commercial partner changes under VCAS (Visa and Citizenship Application Services)
- 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.
RESOURCES MANAGED:
N/A
- Senior customer service/communications experience
- Ability to work independently, including demonstrable experience of planning and delivering long-term projects, managing workload and delivering results.
- Experience of working collaboratively within a team located in different locations across the region, and with teams across the globe.
- Experience of representing your organisation, including senior stakeholders internally and externally
- Excellent command of spoken and written English, equivalent to IELTS 8 or above
- Confidence in speaking in public to large audiences, engaging with stakeholders and delivering public presentations, including virtually
- Demonstrable experience of working collaboratively with other organisations
- Ability to manage range of different tasks, to prioritise effectively, meet deadlines and maintain high quality standards.
LANGUAGE REQUIREMENTS:
- Language : English
- Level of Language Required : Very Good
- Work within the outbound travel and tourism industry
- A knowledge of the UK Visas and Immigration regulations and visa application process
- Moved above as essential criteria
- Proficiency in local language or a language within the region
The British Embassy offers a competitive remuneration package, including salary (will be abated for those not liable to tax), benefits, a leave entitlement, Health Insurance and comprehensive development programme based upon business need and individual staff requirements.
LEARNING & DEVELOPMENT OPPORTUNITIES: The British Embassy Bangkok encourages all staff to develop their capabilities, through both formal training (courses) and informal (job-shadowing, coaching, on-the-job training etc). The majority of our formal L&D opportunities are drawn from FCO resources. All staff are encouraged to share their skills and experience with colleagues, through informal training (‘lunch & learn’) or coaching/mentoring. All staff are eligible for 5 L&D days a year. As stated above, you will be required to complete the trade modules of the Diplomatic Academy upon arrival into the position.
WORKING PATTERNS
This is a full time role - 36 hours/week, Monday to Friday.
The Embassy has a smarter working policy and is committed to offering flexible working patterns balanced with the operational requirements of the role. In crisis/emergency situations you may need to work as required to support the Embassy response, sometimes on a shift pattern working which may result in unsociable hours and/or weekend working.
As an inclusive employer we are happy to discuss alternative working patterns at interview or at the point of any job offer.
OTHER CONDITIONS:
Employment offers are subject to successful clearance of pre-employment and security checks. Staff who are locally recruited by the British Embassy are subject to Terms and Conditions of Service according to local employment law.
No accommodation or relocation expenses are payable in connection with this position. You must have or be able to obtain correct permit to work or work authorisation in Thailand in order to apply. Any costs related to obtaining or renewing permits and visas are the responsibility of the successful applicant.
Employees who are not liable to pay local income tax on their Embassy salary may have their salaries reduced by the equivalent local income tax amount.
Please note that your application must be submitted before 23:55 on the day mentioned in the above field “Application deadline”.
Please be aware that the deadline for submitting applications is considered to be the time zone for the country where the vacancy has arisen.
All applicants are required to mandatorily fill the online application form completely including the employment and educational details, experience, professional skills and behaviour-based questions. We will be thoroughly reviewing the applications and incomplete form in any respect may not be considered while shortlisting for the next stage.
For inclusivity and diversity, please remove the following personal information when uploading your CV: name, address, email address, age, date of birth, gender, and nationality.
Only shortlisted candidates for interview will be contacted. Interviewees will be assessed on the core behaviours/qualifications listed above. Unsuccessful candidates will be notified via the system in due time. The candidate/s who did not score as highly as the successful candidate might be placed on the reserve list. If during the reserve period of 6 months the same or largely similar role becomes available, the role may be offered to the second or subsequent appointable candidates.
BRITISH EMBASSY BANGKOK'S VISION & VALUES:
The British Embassy Bangkok promotes the following values:
Collaboration We support each other and are inclusive
We work closely with others to deliver
Empowerment We are innovative and adaptive
We achieve a healthy work-life balance, taking advantage of hybrid working
Expertise We build on and champion our diverse skills and expertise
We draw on data, technology and evidence
Respect We build trust and value differences
We invite and appreciate other perspectives
Impact We take a strategic approach
We prioritise and are all clear on expectations
Please note that it is likely that any non-Thai national who is successful in securing a role within the Embassy will need to leave the country and re-enter with a specific type of visa if currently living in Thailand or will need to apply for a visa before travelling here if currently based outside of Thailand. Whilst the Embassy can support you with this process, the costs involved will need to be met by the candidate
This opportunity is closed to applications.