View Vacancy - Consular Contact Centre Call Handler

Summary:

The Contact Centre is the there to act as the initial contact point for British Nationals travelling, working or living in the Americas, Caribbean or Oceania regions.  We receive thousands of phone calls every month. These can be anything from a simple enquiry to a distressing assistance case, from a lost passport to a missing person, or a local authority requesting information from the British authorities.  As a customer-orientated team, we are dedicated to providing the best service possible. 

**This position is for a 1 year term, with a six month probabtion period.

Duties & Responsibilities:

• Receiving and logging calls aimed at British embassies and High Commissions located in the Americas, Caribbean and Oceania regions;
• Identifying the correct reaction required for each call and passing it along the designated pathway;
• Helping maintain the most up to date contact details for all the posts that the Contact centre services;
• Working with the team supervisors and Operations Manager to find ways to improve our service and our communication with customers;
• Working with posts to provide a seamless and cohesive service for all customers.
• Responding to consular enquiry emails that come into the posts that we cover.

• The candidate will need to be able to work a 6 hour rotating shift.
• Able to speak English AND Spanish fluently
• The selected candidates will have experience in a customer service environment and have proven success delivering to deadlines. He/She will be resilient and flexible and a strong communicator;
• Strong IT skills including complete comfort navigating the Microsoft Office suite of tools and email.

This appointment requires pre-existing legal permissions to live and work in Canada and will be subject to satisfactory references and the successful receipt of security clearances as well as a six-month probation period.