View Vacancy - Consular Contact Centre Team Leader, Malaga (ESP19.453)
The British Consular Network in Spain is part of a world-wide network, representing British political, economic and consular interests overseas and is now looking for two Consular Contact Centre Officers. This is an exciting role at the FCO Consular Contact Centre (CCC) operation in Malaga (Spain), working on varied, fast-paced issues, in the heart of our dynamic CC Customer Experience team. The successful candidate will be a key part of our friendly team, working with our staff at our two contact centre sites (Malaga and Ottawa), our Emergency Travel Document (ETD) centres in Madrid and Singapore, and across the global network of British consulates. This means that the job holder will be at times required to work unsociable hours to support teams in different times zones. Our CC operation is a supportive working environment which also embraces flexible working.
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. THIS POSITION INVOLVES UNSOCIAL HOURS AND SHIFT PATTERNS WILL REFLECT THIS.
Main Duties and Responsibilities
Line Management Responsibilities (ca.40% of time)
- 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(ca.30% of time)
- 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(ca.15% of time)
- 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(ca.15% of time)
- 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.
- Intermediate level of the Microsoft Office suite
- Team leading and training experience
- Strong customer service skills
- Strong language ability – Fluent English a MUST
- Good geographical knowledge
- Any additional language an advantage
This is a full-time fixed-term position until 31 March 2020. The candidate will work on a shift-rotation basis (i.e. varying work schedule each week) from Monday – Sunday including unsociable hours and compressed shift patterns. The candidate will need to be available to work some Public Holidays. The exact working hours and shifts will be laid down by the Contact Centre in Malaga but the centre is open 24/7 and working patterns will reflect this.
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 are subject to terms and conditions of service according to local Spanish employment law.
Visa / passport requirements: must currently hold the independent right to live and work in Spain and be prepared to ensure that right remains throughout the scope of the contract.
Please be advised that Consular positions at the FCO entail dealing with casework in situations that may involve death, detention, rape, assault, post-mortems, prison visits and highly distressed customers. Candidates should therefore have a high level of resilience to trauma.
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.
FCO does not pay for travel related expense incurred in interviews (including Security Check) or accept any financial risk, including cancelation or reschedule costs. The FCO will not meet the costs connected with relocation if offered a position.
* Please note Common European Framework of Reference for Languages: Learning, Teaching, Assessment indicates Level C2 as Mastery or proficiency Level which comprehends that a person can understand with ease virtually everything heard or read; can summarize information from different spoken and written sources, reconstructing arguments and accounts in a coherent presentation; can express themselves spontaneously, very fluently and precisely, differentiating finer shades of meaning even in the most complex situations. For more information please click on the following link CEFR. Please bear in mind in case you are invited for an interview your languages skills are going to be assessed.
This opportunity is closed to applications.