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View Vacancy - Customer Services Manager (PTA17)

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, 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.
Other British Government Departments (Partners across Government, including UK Visas)
UKVI (UK Visas and Immigration)

Main purpose of job:

To manage the workflow, quality assurance and customer service delivery for UK Visas and Immigration Southern, Eastern and Central African hub. To assist with the management of and liaison with the UKVI commercial partner. The job holder will report directly to the Entry Clearance Manager with responsibility for Customer Service.


Roles and responsibilities:

  • Monitor correspondence and worklow systems ensuring timely response within agreed targets. General correspondence and complaint distribution (replying where appropriate). (20%)
  • Analyse customer service data (including customer satisfaction data). Report to Management Team on improvements required, implementing approved recommendations. (5%)
  • Quality assure outward correspondence. Provide feedback to individuals and line managers where appropriate. (10%)
  • Feed into regional Customer Service Excellence (CSE) team and meet obligations to ensure CSE re-accreditation,   implementing recommendations made by CSE. (5%)
  • Line manage front counter staff, respecting diversity, staff management procedures and performance monitoring. (30%)
  • Contact external and internal website leads when problems arise. (10%)
  • Continuous analysis and improvement of operational processes to ensure the most effective use of resources. (10%)
  • Complete daily and weekly consular finance certificate. (10%)
Customer Service and staff management experience
Experience in managing workflow and meeting delivery targets
Making Effective Decisions, Leading and Communicating, Managing a Quality Service, Delivering at Pace
23 May 2017
B3 (L)
South Africa
British High Commission
R239 967.72 per annum excluding 13th cheque and performance related pay
1 June 2017

Working patterns:

The UKVI operation is functional between 7 am and 5 .15 pm, job holders will be allocated shifts within those hours.


Other Benefits:

The British High Commission pays in full for the Key Care Plus option on Discovery Health for staff including spouses/partners and dependants.

Once you have successfully completed your probation the British High Commission will contribute 9% of your monthly salary to a Provident Fund.

Annual leave entitlement of 25 days

Working hours per week of 36.5

  • Employees recruited locally by the British High Commission in Pretoria are subject to the Terms and Conditions of Service according to local employment law in South Africa.
  • All applicants must be legally able to work in the country of application with the correct visa/status or work permit.
  • 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.
  • Reference and security clearances checks will be conducted.
  • If you don’t already hold a valid SA Police Clearance Certificate, we recommend that you apply for the certificate at the time of your application.
  • Any questions you may have about this position will be answered during the interview, should you be invited.
  • Information about the Foreign and Commonwealth Office Competency Framework can be found on this link:
  • Complete the application form in full as the information provided will be used for screening purposes.
  • Check your application before you submit, as you will not be able to make any changes once submitted.
  • The British High Commission will never ask you to pay a fee or money to apply for a position.

This opportunity is closed to applications.