View Vacancy - AUH - UKVI Customer Account Manager B3(L)

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

The British Embassy in Abu Dhabi has a vacancy for a Customer Account Manager, Grade - B3 (L) for UK Visas and Immigration (UKVI).


Background:

UK Visas and Immigration (UKVI) is responsible for making millions of decisions every year about who has the right to enter the UK, with a firm emphasis on national security, but also on customer service and satisfaction. We support and promote visits to the UK from genuine visitors and business visitors from the region, represent significant inward investment to the UK, and support the work done by our Partners Across Government (PAGs), such as the Department for International Trade (DIT) and Visit Britain.


Main Purpose of the Job:

Given the diverse nature of businesses and travel trade operators in the region, and the new business partnership services UKVI are looking to offer, the successful candidate will be required to implement and maintain a large network of partners in various sectors, and oversee delivery of services to this network. The successful candidate will need to be innovative and able to identify and fill gaps in UKVI service provision and Customer Account Management services.


Main Duties and Responsibilities:

  • Lead on the development and implementation of preferred partnerships and a business network of key stakeholders in collaboration with Partners Across Government (PAGs).
  • Function as a first point of contact for customers within preferred partnerships and network programmes.
  • Liaise with stakeholders on a regular basis to determine needs and potential service gaps, and manage stakeholder/ partnership application process. Maintain a current database of partners.
  • Prepare and deliver information to external partners and customers through presentations or printed media in conjunction with the Communications Manager.
  • Respond to stakeholder and member enquiries about visa applications in a timely and professional manner, liaising with colleagues where appropriate.
  • Develop and maintain an effective network of internal contacts that can be used to resolve enquiries and streamline the application process for key partners.
  • Work with our commercial partners to help develop additional services where gaps in service provision are identified.
  • Review new partner applications and approve new members. Carry out dip sampling work on existing members to ensure compliance with terms and conditions.
  • Support the wider visa operation when required, occasionally working outside of your core role and responsibilities.

Key Competencies Required:

  • Managing a Quality Service - Effectiveness in this area is about being organised to deliver service objectives and striving to improve the quality of service, taking account of diverse customer needs and requirements.
  • Collaborating and Partnering - People skilled in this area create and maintain positive, professional and trusting working relationships with a wide range of people within and outside the Civil Service to help get business done.
  • Changing and Improving - People who are effective in this area are responsive, innovative and seek out opportunities to create effective change. It’s about being open to change, suggesting ideas for improvements to the way things are done, and working in ‘smarter’, more focused ways.
  • Delivering at Pace - Effectiveness in this area means focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes.
  • Good communication and interpersonal skills. Able to establish and maintain a network of business relationships.
  • High-level organisational and coordination skills, including the ability to prioritise, meet deadlines, proactively identify and resolve potential problems.
  • Good standard of written and spoken English.
  • Previous UKVI experience within the last 2 years.
  • Must hold a residency visa in the UAE and be able to work in the UAE.
  • Previous experience in client/ customer relations, and maintaining and supporting a network of contacts.
  • Arabic language skills are an advantage.
6 February 2021
Executive Officer (EO)
Full-time, Permanent
38
Middle East & North Africa
United Arab Emirates
Abu Dhabi
British Embassy
1
AED
14,059
1 April 2021

Working Hours and Remuneration:

The Embassy aims to offer an attractive working environment and remuneration package for this role, including: 25 days of annual leave per annum, on-site swimming pool, gymnasium, and sports facilities.

Salary is non-negotiable at AED 14,059 per month. This position is for a full-time employment, on a permanent basis.

There are no other allowances payable as part of this package. No accommodation and relocation expenses are payable in connection with this position.

Conditioned working hours are 38 hours per week. Standard working hours are from 07:30 to 15:06, including a lunch break of 36 minutes, from Sunday to Thursday. The successful candidate should be flexible in their approach to hours worked as there may be some work out of hours and occasionally anti-social hours required.

There may be a requirement for occasional/ad-hoc after hours work. The successful candidate may be required to travel within the region and to the UK as part of your role.


Eligibility:

  • Applicants must be able to obtain an appropriate level of UK Security Clearance and be able to obtain a valid UAE police clearance certificate. Higher clearances can be granted only to certain nationalities. For this reason, candidates must be of British, American, Australian, Canadian, or New Zealand nationality in order to gain and maintain the level of clearance required.
  • Applicants must be available in a full-time capacity. This is not a  part time position.

How to apply:

Interested candidates must attach the following documents along with their online application form:

  • An updated Curriculum Vitae
  • A covering letter stating why you feel you have the necessary skills and competences to apply for the role.

Closing date for applications is at 23:55 (local time) on 06 February 2021.

 

Please note that incomplete applications or applications received after the stated deadline will not be taken into consideration.


Process:

The recruitment process, including security clearance, is expected to take around two months. 

The start date mentioned in the job advert is a tentative start date and the successful candidate will be required to undergo security vetting procedures. Any offer of employment will be subject to the candidate achieving suitable clearances. 

Due to the large number of applications the Embassy receives, only those shortlisted for the next stage of the application process will be contacted.

 

The British Embassy Abu Dhabi is an equal opportunities employer, dedicated to inclusivity, a diverse workforce, and valuing difference.

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.