View Vacancy - Consular Contact Centre Assistant A1, Malaga (ESP130)
The British Consular Network in Spain is looking for a Consular Contact Centre Assistant, based in Malaga.
The Consular Contact Centre plays a key role in that modernisation programme, receiving thousands of phone calls and emails from customers from across all regions in the world, on a wide range of topics, from a lost passport to a missing person.
As a customer-oriented team, the Consular Contact Centre is dedicated to providing the best service possible, even when dealing with difficult and sensitive information.
The selected candidate will play the important role of answering calls and online contacts from consular customers around the globe, providing detailed advice, signposting to relevant competent authorities or escalating to our consular posts. The main aim of the role is to reduce the number of calls to our frontline posts, only escalating serious assistance casework, such as death, detention or hospitalisation of a British National.
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 / 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 (C level according to Common European Framework of Reference for Languages), verbal and written, with excellent communications skills;
- Intermediate level of the Microsoft Office suite;
- Availability to work unsocial hours;
- Strong customer communication and service skills;
- Good geographical knowledge.
- Desirable qualifications and experience;
- Previous experience working with a contact centre or customer service environment.
Any other language will be an advantage.
This is a part-time permanent contract. Your net conditioned hours of work will be 30.0 hours per week, on a shift basis, around 24 hour clock (12am and 12am, shifts run Monday through to Sunday Inc.) Night hours will be compensated. The exact working hours and shifts will be laid down by the Contact Centre in Malaga.
The gross monthly salary is € 1,388.53 (non-negotiable), paid in 12 payments, at a locally engaged A1 level.
The successful candidate will be subject to a confirmation of a background check and security clearance with a probation period of 3 months.
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 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.
This opportunity is closed to applications.
