View Vacancy - Customer Service Officer A2 (L) (41/18 NR)

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)
Corporate Services Support

Main purpose of job:

Working within the Help Desk in the Corporate Services Department, the role of the Help Desk Officer is to assist in logging and following up on customer queries both Internal and External clients.

The successful candidate will need to be flexible with their working hours and have an enthusiastic and energetic personality. 


Roles and responsibilities / what will the jobholder be expected to achieve:

  • To respond to requests from internal and external stakeholders by logging, responding to, and prioritising all calls that come to the Helpdesk, liaising with the various corporate services teams in a timely manner, maintaining regular and accurate communication with customers on progress of maintenance or service requests whilst ensuring that all requests are processed in line with FCO prescribed policies. 
  • Day to day management of the Customer Service Help Desk mailbox, responding to straight-forward queries or directing customers to sharepoint self-help guides where appropriate
  • Assigning maintenance/ service requests to the relevant teams;
  • In conjunction with the Technical Works Supervisors (TWSs), coordinating the  Estates team’s responses to maintenance requests;
  • Identifying and prioritising maintenance/ service requests in line with agreed deadlines for completion with service providers and keeping customers informed of progress;
  • Experience of delivering high quality, consistent customer service at all levels and being creative about solutions, but compliant with policies and processes;
  • Extensive experience of developing good working relationships with key stakeholders at all levels;
  • Tracking works requests and ensuring works are completed satisfactorily in line with agreed priority timelines;
  • Investigating and solving customers' problems, which may be complex and or long-standing. Keeping accurate records of discussions or correspondence with customers; Providing back office support to both corporate services teams and around sourcing suppliers, following up with suppliers and arranging meetings with contractors;
  • Liaison with utilities service providers; Working in conjunction with the TWG/Estates team to identify and report faults to relevant utility companies, Following-up on any queries with utility companies to ensure faults are rectified in good time and the utilities are in good working condition. Managing relationships with utility companies to ensure a high standard of service delivery.
  • Minimum 2 years Customer Service experience
  • Excellent oral and written communication and customer service skills
  • Strong administration skills
  • Experience providing support to senior management teams and clients
  • Excellent IT skills (a working knowledge of Microsoft Excel and Word is essential)
  • Excellent command of written and spoken English
  • Able to work both independently and in a team, in a flexible and self-motivated manner
  • Proven record of taking responsibility and using initiative, excellent self-management
  • Highly organised, able to take initiative and to work accurately within deadlines
  • Good team player
  • Able to work under minimal supervision
20 September 2018
Administrative Officer (AO)
Permanent
Africa
Kenya
Nairobi
British High Commission
KES
144,401(before tax)
1 November 2018

Learning and development opportunities (and any specific training courses to be completed):

Mandatory e-learning courses for post

Leave:

Members of staff are entitled to paid annual leave, which is earned, from the day they commence employment. Entitlements are as follows:

  • Grade A2 - 25 days
  • In addition to annual leave, the BHC normally observes no fewer than 9 and no more than 14 Kenyan and British public and religious holidays in a year. These vary from year to year and are at the discretion of the High Commissioner. A list of holidays is published each year.

Working Patterns:

36.25 hours per week


  • 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 Commission in Nairobi are subject to Terms and Conditions of Service according to local employment law in Kenya.
  • It is essential that the applicants already have the right to live and work in Kenya without the need to apply for a 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.
  • 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: Job grade AA=A1, AO=A2, EO=B3, HEO=C4, SEO=C5
  • Reference checking and security clearances will be conducted on successful candidates.
  • Please log into your profile on the application system on a regular basis to review the status of your application.
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.