View Vacancy - Consular Contact Centre Assistant A1, Malaga (ESP18.495)

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 (Consular Roles)
Consular

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 a Consular Contact Centre Assistant.

The main purpose of the job is to answer calls and email traffic from Consular customers around the globe, providing detailed advice, signposting to relevant competent authorities or escalating to our posts. The main aim is to reduce the number of calls to our frontline posts, only escalating serious assistance casework, such as death, detention or hospitalisation of a BN. Handlers will need to make judgement calls on action required. Call handlers should record all info relating to calls & email and ensure this information is up to date and accurate. Deal with Crisis calls for the first 90 minutes.

Main Duties and Responsibilities

- To receive calls/email enquiries in assigned languages and ensure correct handling of customers in line with targets and Key Performance Indicators (KPI). Answering customer’s contacts on a variety of subjects, giving accurate information where possible and pointing people in the right direction for things we cannot answer.

- To continually ensure that all internal information avenues are kept up to date and errors and omissions are escalated to senior staff members. 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.

- Recording data you receive and actions you take to allow us to maintain a solid picture of the work we do. Feeding back to the Team Leader ideas on how to proactively communicate with our customers using our website and other tools, to reduce telephone calls and improve our communications.

- Consistently meet the following Key Performance Indicators (KPI) for effective telephone calls handling: Average ACD Call Duration (no more than 3'30''), Phone Availability (no less than 80% of shift time), Re-queued Calls (no more than 0,5%), Resolved with Post Advice (no more than 2%).

- Consistently achieve an average score of 85% or higher in mystery shopping exercises and other activities carried out by our Global CC Operation to ensure that the quality of the service which we deliver meets that set in the SLA agreed with our internal and external customers.



  • Fluency in English plus fluency in one or more of the following languages: Mandarin, Cantonese or Thai, to C level (according to Common European Framework of Reference for Languages), verbal and written, with excellent communications skills;
  • Previous experience working with a contact centre or customer service environment;
  • Strong customer communication and service skills;
  • Availability to work unsocial hours;
  • Intermediate level of the Microsoft Office suite;
  • Good geographical knowledge.

  • No specific degree is required, although studies or training in information management, customer communication or customer management could be an advantage.


26 August 2018
Administrative Assistant (AA)
Full-time, Permanent
37.5
Europe, Eastern Europe & Central Asia
Spain
Malaga
British Consulate
1
EUR
22,962.78
1 October 2018

This is a full-time permanent position and the working hours are 37.5 hrs per week. Shift rotation basis, varying work schedule each week Monday through to Sunday including unsociable hours and 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.

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 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.