Corporate Services Helpdesk Officer A2 (39/19 ADD)   

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, 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.

Job Category:  Foreign and Commonwealth Office (Operations and Corporate Services)

Job Subcategory:  Corporate Services Support

Job Description (Roles and Responsibilities)  

Main purpose of job:

This is an exciting opportunity on the front line of the British Embassy Corporate Services (CS) team.  Delivering excellence in customer service you will work closely with the Managers of the Estates, Maintenance and Technical, Transport, IT, Finance, HR and Protocol teams ensuring services are delivered to agreed times.  You will ensure there is timely and clear communication to the customer to ensure realistic expectations and no surprises.  Through developing good relationships across the Embassy you will be expected to manage difficult customers while maintaining high service standards.

The successful candidate will be a good team worker with a proven track record of Customer Service Management including the ability to communicate difficult messages and to manage customer expectations. 

Roles and responsibilities:

The job holder will be expected to achieve improved customer satisfaction with corporate services though evidenced based statistics and clear communication.  In order to achieve this the job holder will;

• Ensure policies are compliant with central guidance and communicated clearly to customers (including briefing for new staff).
• Receive and log all service requests, pass to the relevant department, respond to the customer with expected delivery time, track progress and keep the customer informed of progress (including negotiation for access when necessary and information about delays or problems).  Seek feedback on the service provided.
• Collate and analyse evidence based statistics to inform continuous improvements to service delivery and to evidence consistent delivery of services to all stakeholders that are policy compliant.
• Complaints handling, investigate the cause and respond keeping the CS management team informed.  Analyse trends and suggest solutions to avoid repeat problems.
• Provide regular evidenced feedback to CS management team on team leader’s performance.  Provide regular evidenced feedback to team leaders on the perception of the performance of their team from the customer base.
• The job holder will also be the central inventory holder – responsible for designing a stock request form, updating inventories and doing regular checks to account for CS assets and stocks.

Essential qualifications, skills and experience  

• Degree in business or hotel management
• Ability to work with Outlook, Word, Excel
• Fluent English

Desirable qualifications, skills and experience  

• Experience of Customer Service Management in a commercial environment essential, experience of logistics management
• Knowledge of Amharic is desirable

Required competencies  

Seeing the Big Picture, Changing and Improving, Collaborating and Partnering, Managing a Quality Service

Application deadline:  26 November 2019

Grade:  A2 (L)

Type of Position: Fixed Term, Fixed term, with possibility of renewal

Working hours per week:  36

Duration of Post:  12 months

Region:  Africa

Country/Territory:  Ethiopia

Location (City):  Addis Ababa

Type of Post:   British Embassy

Number of vacancies:  1

Starting monthly salary:   ETB 17,292.41

Start Date:  2 January 2019

Other benefits and conditions of employment  

Working patterns:

The standard working hours of the British Embassy for office staff are 0800-1645 Monday-Thursday and 0800-1300 on Fridays.

Learning and development opportunities (and any specific training courses to be completed):

The successful candidate will get access to a range of learning and development opportunities, including on the job training and workshops. They will also be able to benefit from the wide range of training run by the British Embassy including on management, leadership and cross-cultural communication.

Additional information  

Annual Leave and Public Holidays:

Locally engaged staff of all grades will be entitled to paid annual leave as follows:
Up to 2 years 22 days
After 2 years services 25 days
After 5 years services 30 days

In addition to annual leave, the British Embassy observes up to a maximum number of 14 Ethiopian, British and Religious public holidays each year. A list of such Embassy holidays will be published each year. Office Staff required to work on these holidays will be granted time off in lieu or overtime where circumstances permit.