TO:
ALL STAFF, INCLUDING DFID, UKB OFFICER SPOUSES, ALL DIPLOMATIC MISSIONS,
BRITISH COUNCIL, BPST (EA) & BATUK
A vacancy has arisen at the British High Commission for a B3(L) Head
of Customer Service Help Desk (CSHD). The British High Commission Nairobi and British Embassy
Mogadishu (Nairobi Office) consist of 360 employees with a wide variety of
experience and job roles, representing 10 British government departments
working within Kenya and Somalia.
The position is graded at B3(L) for which the starting
salary is Ksh. 185,628/- per month before deduction of tax. Where the jobholder
is not liable to Kenyan tax the scale will be abated under HM Treasury rules
and starts at Ksh. 136,067/- per month to take account of the tax they would
have paid.
The Role:
This
is an exciting opportunity to lead a relatively new team. The successful
candidate should have a good track record of Customer Service Management –
including managing expectations and delivering difficult messages - and will
need to demonstrate that they can work as part of a team, manage and motivate
staff, delegate responsibilities and meet tight deadlines and targets.
Key
responsibilities:
Working closely with the
Section Heads within Joint Corporate Services Team (JCST), the successful
candidate will need to deal with a range of contacts – both inside and outside
the High Commission. S/he should therefore be able to provide support to the
wider JCST while demonstrating good organisational skills. The key
responsibilities are:-
§ Leading a
team of 3 Customer Service Officers that provide a first class customer
experience by communicating quickly and efficiently, and by seeking and acting
upon constant feed back while adhering to HMG Nairobi policy;
§ Defining
and delivering a JCST customer service strategy to ensure an exceptional level
of service is experienced across a diverse customer base;
§ Analysis
of service performance data to inform continuous improvements to the way
services are delivered across JCST.
Duties
and Responsibilities:
§ Responsible
for the management, organisation and co-ordination of the day to day work of a
team of customer service officers on the CSHD to deliver the highest standards
of services to customers. Ensure the CSHD is adequately resourced by liaising
with relevant staff and planning resources effectively;
§ Ensure
that customer enquiries are dealt with in accordance with the performance and
service standards as laid down by the Network Committee and Corporate Services
charter. Personally deal with more complex enquiries, including complaints and
enquiries;
§ Maintain
effective relationships with service colleagues (Technical Works Group and
other JCST teams), key stakeholders, (User Group, Network and Peoples’
Committee), contractors (local and UK), hard to reach groups (spouses and new
arrivals), the wider community (including responsible Departments in the
Foreign Office and regional posts) and other organisations, to ensure the
effective delivery of customer services;
§ Undertake
customer surveys, consultation, exit surveys and elicit feedback on services
with a view to improving service delivery;
§ Challenge
current methods of service delivery and identify, recommend and implement
improvements. Keep up to date with customer services best practice to improve
customer satisfaction and reduce costs;
§ Ensure
allocated jobs are tracked and that the team follow-up to ascertain jobs are
completed within agreed service times;
§ Maintain
and develop a thorough and up-to-date working knowledge of all JCST services
including procedures and guidance to deal with customer enquiries. Implement
any changes to procedures, business processes and technology. Continually
assess the effectiveness of the team, especially in terms of quality of
service, and ensuring all guidance on SharePoint and on the DFID equivalent is
kept up to date by the Customer Service teams;
§ Monitor
and co-ordinate management information relating to the work of the teams.
Critically analyse information, monitor performance, identify trends and make
recommendations for continuous improvement to meet targets. Prepare and present
reports and management information relating to performance and any other aspect
of the team’s work;
§ Ensure
that customer service officers achieve the required performance targets and
standards. Monitor and report progress and performance, provide feedback and
take appropriate corrective action;
§ Ensure all
relevant correspondence is answered. Ensure all complaints are answered in
accordance with set procedures and guidelines. Monitor, track and analyse
complaints making recommendations on trends and improvements that will reduce
volume and pattern of complaints and improve quality of service;
§ Motivate,
develop, coach, train, induct and formally appraise employees to set
performance standards, recognise achievement and deal with performance;
§ Monitor
and achieve appropriate customer outreach – by holding briefings with new
arrivals on different aspects of service offered and managing customers’
expectations.
Required
Skills:
§ Excellent
communication skills both spoken and written English
§ Strong IT
skills (a working knowledge of Microsoft Excel and Word is essential)
§ Previous staff
management experience
§ Customer
service management experience
§ Strong
team working skills
Key
Competences:
·
Seeing
the Big Picture - having an in-depth understanding and knowledge of how
your role fits with and supports organisational objectives and the wider public
needs;
·
Making
Effective Decisions - being objective; using sound judgement, evidence and
knowledge to provide accurate, expert and professional advice;
·
Leading
and Communicating - leading from the front and communicating with clarity,
conviction and enthusiasm;
·
Collaborating
and Partnering - People skilled in this area, creating and maintaining
positive, professional and trusting working relationships with a wide range of
people within and outside HMG Nairobi to help get business done;
·
Managing
a Quality Service - being organised to deliver service objectives and
striving to improve the quality of service, taking account of diverse customer
needs and requirements;
·
Delivering
at Pace - focusing on delivering timely performance with energy and taking
responsibility and accountability for quality outcomes.
Application:
The British High Commission has not appointed any agents to
process job applications or arrange interviews for
this position and expects no fees to be paid to
anyone.
Applicants must have
the right to live and work in Kenya.
Applications – (CV plus completed
application form) clearly marked: - “B3(L) Head of
Customer Service Help Desk” should be forwarded to the following address:
Human Resources Manager
British High Commission
Upper Hill Road
PO Box 30465 – 00100
Nairobi
Applications should be
received on or before 1.00 pm, 7 March
2014. Only successful candidates will be contacted for interview.
The
British High Commission is an equal opportunity employer. Applications are welcomed from all suitably
qualified individuals irrespective of race, gender or disability. All
applications will be treated on merit basis through fair and open competition.
