Customer Services Officer
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)
Outreach
Main purpose of job:
Working within the
Customer Help Desk in the Corporate Services Department, the role of the Help
Desk Officer is to be the initial point of contact for customers and assist in
logging and following up on customer queries for 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:
- 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 sections 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 FCDO prescribed policies, and the Missions’
Corporate Services Charter.
- 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 and coordinating with
teams on responses to maintenance requests.
Identifying and prioritising maintenance/ service requests in line with agreed deadlines for completion with responsible persons and keeping customers informed of progress. - Tracking
works requests and ensuring works are completed satisfactorily in line
with agreed priority timelines.
- Coordinating
prompt and effective action to resolve customer problems, including
delegating necessary tasks.
- 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.
- 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 corporate services teams.
- To
act as editor for the Missions’ Crisis Management Plan, ensuring that it
accurately reflects current staff in Post and to ensure that all relevant
contact details are kept up to date.
- 3
years Customer Service experience.
- Strong
proven organisational skills – experience of working accurately to
deadlines.
- Ability
to use Microsoft products such as Word, Excel, Ms Teams and Outlook.
- 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.
- Ability
to plan ahead and prioritise effectively.
- willingness
to support colleagues when under pressure and able to contribute to
cross-team working.
- The
ability to initiate and maintain a wide range of working relationships.
- Able
to work under minimal supervision.
- Working
and delivering in a high pressure multicultural environment.
Managing a Quality
Service, Delivering at Pace, Communicating and Influencing, Working Together
The successful candidate
will have access to a wide range of learning and development opportunities
including on the job coaching, e-Learning courses, Mentoring and Learning and
Development Training opportunities.
- 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 liable to pay local income tax on their Mission salary may
have their salaries reduced by the equivalent local income tax
amount.
- Information
about the Civil Service Success Profiles can be found on this link: https://www.gov.uk/government/publications/success-profiles. Please
note: 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.
How to Apply
Application deadline
1 December 2022