View Vacancy - Protocol Manager – Corporate Services (Pretoria)

The British Government is an inclusive and diversity-friendly employer.  We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow.
Foreign, Commonwealth and Development Office (Operations and Corporate Services)
Protocol, Visits and Events

Main purpose of job

The Protocol Manager is the main liaison between the British High Commission and the key government organisations. This position will also facilitate and manage relationships to ensure UK-based staff obtain all necessary assistance upon arrival in country, during their stay and when departing the country.

Roles and responsibilities 

The below roles and responsibilities are general guidelines. They are not limited to the detail below and are subject to change from time to time with prior consultation.

  • Provide a quality customer service. Duties will include managing/reviewing the South Africa Travel and Movement mailbox, ensuring all queries are responded to within 24 hours and providing a pro-active quality response to customer queries, daily walk-in customer service, communicating and working in partnership with all relevant departments such as transport, security and estates with regards to all relevant enquires received, etc.
  • Familiarise, understand and cascade best practice and/or training with regards to the Corporate Service Charter. This documentation outlines the service level agreement between Corporate Services and Partners across Government and will assist you to manage the relationship with your customers.
  • Manage a quality, pro-active and consistent customer service for new arrivals. This will include duties such as regular review and updating welcome packs, post information (i.e. Corporate Services Charter), arrangements around heavy baggage /unaccompanied airfreight (UAF), Certificate A’s, continues and consistent customer engagement, bank letters, meet and greet on arrival date, etc.
  • Familiarise, understand and cascade best practice and/or training with regards to the Department for International Relations (DIRCO) standard operating procedures and service level agreements for new arrivals. These duties include the updating or implementing process maps and/or workflows on process such as announcing new arriving UK Bases staff member, the accreditation process of compiling and submitting supporting documentation (passport copies, note verbal’s, accreditation forms, etc), obtaining diplomatic identity documentation and residency permits, short term postings, extending postings, etc.
  • Familiarise, understand and cascade best practice and/or training with regards to DIRCO’s standard operating procedures and service level agreements for vehicle registrations, de-registrations and VAT claims.  These duties include the updating or implementing process maps and/or workflows on process, supporting the team to assist  customer to prepare the required forms and supporting documentations for instance permission to purchase/sell, Certificate A’s, submitting applications to the South African Review Services (SARS), imports, working in partnership with the SA Licensing Department, etc.
  • Manage a quality, pro-active and consistent customer service for current posted customers. This will include duties such as preparing note verbal’s to fellow embassies to assist with visa applications, general enquiries, etc.
  • Manage a quality, pro-active and consistent customer service for customers departing post. This will include familiarising, understanding and cascading best practice and/or training with regards to DIRCO’s standard operating procedures and service level agreements for departures (i.e. collecting diplomatic identity cards, vehicle de-registrations, etc), assist with heavy baggage / unaccompanied airfreight UAF, etc.
  • Manage the protocol budget effectively and work in hand with the Deputy Director of Corporate Services with regards to annual returns.
  • Manage accurate record keeping within the protocol team. These duties include ensuring that all files are current and up to date; schedules, such as the staff establishment list, are easily accessible and up to date.
  • Other administrative duties. These duties includes creating and recording note verbal’s, maintaining the staff establishment lists, file and maintain staff records and securing personal information at all times (i.e. locking away all documentation daily before leaving for home), Prism Requisitioning, Hotel bookings, etc.
  • Microsoft office
  • Good oral and written communication skills
  • Attention to detail and initiative
  • Good customer service skills coupled with an ability to handle difficult customers
  • Ability to work under pressure
  • Good organising skills
  • 3 Years Protocol Experience within a diplomatic mission
6 December 2017
Permanent
Africa
South Africa
Pretoria
British High Commission
ZAR
259,965.00
2 January 2018
Please complete the application form in full as the information provided is used during screening.
Please check your application carefully before you submit, as no changes can be made once submitted.
The British High Commission will never request any payment or fees to apply for a position. 
Employees recruited locally by the British High Commissioni n Pretoria are subject to Terms and Conditions of Service according to local employment law in South Africa. 
All candidates must be legally able to work and reside in the country of the vacancy with the correct visa/work permit status or demonstrate eligibility to obtain the relevant permit.
The responsibility lies on the successful candidate to;
Obtain the relevant permit
Pay fees for the permit
Make arrangements to relocate
Meet the costs to relocation
The British High Commission do not sponsor visas/work permits except where it may be local practice to do so.  
Employees who are not eligible to pay local income tax: e.g. certain third-country nationals and spouses/partners of UK diplomats will have their salaries abated by an equivalent amount. 
Information about the Foreign and Commonwealth Office Competency Framework can be found on this link:https://www.gov.uk/government/publications/civil-service-competency-framework Please note: AA=A1, AO=A2, EO=B3, HEO=C4, SEO=C5  
Reference checking and security clearances will be conducted on successful candidates.
Please be aware that you will only be able to apply to vacancies for Country Based Staff roles with the British Government through this official tal.net site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official tal.net site. If you complete and send an application through any other site, we will not receive it.

This opportunity is closed to applications.