View Vacancy - TNT - UKVI Visa Outreach Officer (HEO)
The British Embassy Tunis invites applications for the position of Visa Outreach Officer, job grade Higher Executive Officer (HEO), under UK Visas and Immigration (UKVI).
The jobholder’s key responsibilities will be:
- Representation & Outreach: Promoting awareness and understanding of the UK’s visa offer to His Majesty’s Government (HMG) and industry stakeholders; targeted distribution of UKVI & Home Office (HO) visa messaging communications, assisting with high profile/ value applications, and supporting HMG Partners to promote the UK as the first choice destination for visits, study and investment.
- VACs & SELTs auditing and assurance: Assuring the quality of the customer experience in Visa Application Centres (VAC) and Secure English Language Testing (SELT) Centres through visits, information from travel/ education, and Partners Across Government (PAG) stakeholders, as well as formal audits as directed by the Assurance and Integrity Regional Manager.
- Customer and Market Insight: Collecting and reporting market insight and customer intelligence to Service Line Leads & Managers, Supplier Relationship Services (SRS) and Customer Insight Teams, driving continuous improvement of the UK visa service and our customer offer, including identifying opportunities for change and innovation.
Duties and responsibilities:
Specific responsibilities of the role will include the following but are not limited to:
- Represent UK Visas in your key markets, and act as the first point of contact on visa issues for Foreign, Commonwealth and Development Office (FCDO)/ PAG colleagues and key stakeholders; increasing their awareness and understanding of visa processes, including through training and upskilling.
- Manage the Regional Outreach Network inbox (on a rota basis), replying to queries from HMG, businesses, and governments within 24 hours.
- Work with your Head of Region (and JHAs where appropriate) to ensure Visas Services and Information’ (VSI) interests are represented in 1HMG Country Boards and Country Plans; and work with other Home Office (HO) teams in relevant countries to ensure effectively joining up on wider HO priorities.
- Provide targeted support to 1HMG colleagues to ensure a smooth visa application process for 1HMG-referred high value individuals/ major event in the UK/ significant investors in the UK, liaising appropriately with Decision-Making Centres (DMCs).
- Work closely with the Regional Communications Manager, HMG, and stakeholder communications networks to ensure effective and targeted regional distribution of (centrally developed) UKVI & HO visa messaging, communications, and campaigns, improving reach and engagement (and translation, where required).
- Work with Embassy colleagues to deliver tactical communications in response to specific issues in your region, occurring outside of UK communications working hours.
- Build and develop a network of key HMG, travel, and industry stakeholders in your region, and plan and deliver an annual engagement plan (events, workshops, roadshows, etc.) to support 1HMG partners’ (VisitBritain and British Council) efforts to promote the UK for tourism, study, work, and investment; identifying key audiences and messages and meeting targets on reach (including in local languages).
- Be an expert on the visa customer experience and needs in your market(s). Regularly visit VACs and SELTs in your markets (in accordance with the plan set by your Regional Assurance and Integrity Manager) and actively seek feedback on the application experience from customers, stakeholders, and through social media monitoring. Anticipating and escalating any issues to the Assurance and Integrity Lead and Head of Region so these can be addressed, mitigated, and managed quickly.
- Assist in supporting the delivery of any commercial partner changes under Visa and Citizenship Application Services (VCAS).
- Provide quarterly ‘on-the-ground’ market insight data and intelligence to UK visa service line managers and strategy and policy colleagues in the UK, identifying trends and proactively suggesting opportunities for process change or innovation to continuously improve our customer offer, and work with UK colleagues to deliver.
- Be available as a source of country and market expertise to Service Line Mangers (SLM) and HO policy colleagues.
- Promote schemes to streamline low-risk processing (e.g., Global Partner Programme), working with the Department for Business and Trade (DBT) locally and Visits SLM to identify and invite businesses to join the scheme.
- Develop expertise in your designated specialist visa routes (e.g. Business, Visit, or Education) and offer upskilling and training to others in the Outreach Network of these routes.
- Regional critical incident or major event support (Afghan Resettlement, Commonwealth Games) and other ad-hoc tasks as directed to support UKVI regional operations/ objectives.
- Be a corporate member of the wider Embassy community and leadership team, supporting delivery of Country Plans and 1HMG agenda.
The above list is not exhaustive and the jobholder will be required to be flexible and take on other tasks as required.
Key behaviours required:
- Communicating and Influencing - Communicate purpose and direction with clarity, integrity and enthusiasm. Respect the needs, responses and opinions of others.
- 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.
Applicants must already have the right to work and reside in Tunisia.
- Experience of representing your organisation, including with senior stakeholders.
- 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.
- Experience of working collaboratively with other organisations. Ability to drive delivery of outcomes and overcome obstacles, especially when working with and through others.
- Ability to work independently, including planning and delivering long-term projects, manage workload and deliver results.
- Ability to plan strategically, assimilate information from a range of sources, and to see the bigger picture to spot opportunities.
- Ability to work collaboratively and remotely within a team located in multiple locations across the region, and with colleagues across the globe
- 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.
- Excellent/ highly proficient language skills in English, Arabic, and French. 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.
- Holds at least a bachelor’s degree in a relevant subject (e.g., business, economics)
- Strong IT skills and literacy in Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Teams).
- Experience in passport and/or visa and immigration work.
- Project management experience
- Strong analysis skills.
The British Embassy in Tunis offers an attractive working environment and remuneration package for this role. Initial salary will be TND 6,228 per month while on probation. Salary after probation is TND 7,728. However, staff who are not liable to pay local income tax on their Mission salary (i.e., UKBS spouse/ partner) may have their salaries reduced by the equivalent local income tax amount.
This position is for a full-time employment on a permanent contract basis. The successful candidate will be subject to a three-month probationary period that can be further extended up to six months. The appointment is also be subject to satisfactory local and UK security clearances.
Conditioned working hours are 40 hours gross per week (inclusive of breaks). Standard working hours are from 08:00-16:30 on Mondays to Thursdays and from 08:00-13:00 on Fridays.
As a result of the pandemic, the British Embassy operates on a hybrid in-person and remote working model. Unless authorised (and unless pandemic rules determine otherwise), we expect staff to be physically present in the Embassy several days per week. A flexible working pattern may be possible depending on operational requirements and agreement with the line manager, and in line with FCDO and Embassy policies. The jobholder will also 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.
The jobholder will have opportunities to benefit from a range of Learning and Development (L&D) initiatives. There is great opportunity for learning and development ‘on the job’. We also have an active L&D Committee, which promotes different ways of learning and to which applications can be made for specific, funded learning activity. The jobholder will also be required to undertake a number of mandatory training courses as part of their role.
The International Academy (IA) is the home of L&D for the FCDO. It covers a wide range of essential as well as job-specific subjects; and is designed to ensure that all staff can access high quality learning products. The jobholder will also have access to the FCDO’s Diplomatic Academy. Our staff are given responsibility and autonomy (and support), allowing them to develop skills and confidence through delivery.
Interested candidates must include in 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 and skills required.
Applications that do not include this information will not be considered.
Closing date for applications is at 23:55 (Tunis local time) on 29 November 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 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 and maintaining suitable clearances.
The British Embassy Tunis is an equal opportunities employer, dedicated to inclusivity, a diverse workforce and valuing difference.
This opportunity is closed to applications.