View Vacancy - Consular Contact Centre Shift Leader (ESP408)
The British Consular Network in Spain is looking for a Consular Contact Centre Shift Leader based in Malaga.
The Consular Contact Centre plays a key role in that modernisation programme, receiving thousands of phone calls and emails from customers from across all regions in the world, on a wide range of topics, from a lost passport to a missing person. As a customer-oriented team, the Consular Contact Centre is dedicated to providing the best service possible, even when dealing with difficult and sensitive information.
This centre is the front line for customers, and the first contact they have with much of the Foreign Office. The job involves providing first contact to our consular customers across the globe, whether that is by email / social media or calls. The role of the Shift Leader is to assess 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 Shift Leader will supervise the efficient running of the centres via tools used by the Global Consular Contact Centres for resource management, resilience and business as usual needs, to be able to offer a first rate service to our consular customers. This role will lead the shift 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.
Main Duties / Responsibilities
Customer Contact
- Responsible for receiving calls and emails during shift time, responding accordingly and recording actions taken, Shift Leaders will deal with difficult customers and complaints (escalations). Logging cases on our database, passing calls and cases to Consulates around the Network;
- Leading on all aspects of first contact with a focus on enquiry handling.
Resource Management
- Prepare weekly rosters by taking into account the following:
- CC staff absences/ post closures and staff language skills. To ensure that there are language speakers available;
- Prepare data in relation to all key performance indicators (KPI);
- Analyse data and call patterns to ensure that adequate staffing is maintained at all times.
Stakeholder / Post Management
- Responsibility for 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.
This is a full-time permanent position and the working hours are 37.5 hrs per week. The exact working hours and will be laid down by the Contact Centre in Malaga including unsocial hours and public holidays.
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 / Consulate based on gross annual salary.
Regarding taxation, the Consulate in Malaga is part of the British Mission in Spain, and as such supervised by the British Embassy. 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 Spanish income tax at the legally required rate. Staff recruited locally by the British Embassy in Spain is subject to terms and conditions of service according to local Spanish employment law.
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.
This opportunity is closed to applications.
