British High Commission Corporate Service Help Desk Manager Jobs in Accra - Ghana
British High Commission Corporate Service Help Desk Manager Jobs in Accra - Ghana
Job Category Foreign and Commonwealth Office (Operations and Corporate Services)
Job Subcategory
Corporate Services Support
Main purpose of job:
This is an exciting opportunity on the front line of Corporate Services Team (CST) activity. Delivering excellence in customer service, you will oversee the High Commission’s Customer Service Help Desk, managing and improving the internally interaction between staff (and for residential issues: UK families) and key customer services teams: technical estates teams, estates management, HR, finance, cleaners, messengers, and more.
Being able to set clear objectives, you will lead the tasking for over 60 staff, and directly manage 10.
And by building excellent relationships, you will be expected to manage difficult customers whilst maintaining excellent standards of service.
Doing so, you will work amongst a high-performing and highly-regarded Corporate Services team, have space to make improvements in systems or processes, and enjoy the support of the High Commission’s senior leaders and their families.
Roles and Responsibilities:
Working closely with the Section Heads within the mission, 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 CST while demonstrating excellent organisational skills.
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.
We will expect the successful candidate to become the Customer Service champion for the Mission.
Outreach to the wider HMG Accra platform will be a key part of the job.
The successful candidate will work closely with partners across government and should expect to spend a significant amount of their time helping them meet their corporate service requirements.
The Key Responsibilities are:-
Defining and delivering a CST customer service strategy to ensure an excellent level of service is experienced across a diverse customer base, including staff coming to live and work in Ghana, and those locally employed
Collation of qualitative and quantitative service performance data, and analysis of it to inform continuous improvements to the way services are delivered across CST
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 and customer service teams are 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, and any new Service Level Agreements between UK Government Departments.
Personally deal with more complex enquiries, including complaints
Maintain effective relationships with service colleagues (Technical Works Group and other CST teams), key stakeholders (User Group, Network and People Committees), Departmental Heads (DFID, FCO, Home Office, etc), 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
Challenge current methods of service delivery and identify, recommend and implement improvements to better meet agreed standards. 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. 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
Maintain and develop a thorough and up-to-date working knowledge of all CST 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 relevant and up to date by the Customer Service teams and amended to cover new, regularly raised questions or concerns
Monitor and co-ordinate management information relating to the work of the teams. Undertake an annual CST customer survey, consultation, exit surveys and elicit feedback on services with a view to improving service delivery.
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 all relevant correspondence is answered within service targets.
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 and existing customer groups on different aspects of service offered and managing customers’ expectations, working closely with the CLO for UK-based staff.
Liaise with teams across the mission to maintain an up to date list of arrivals and departures and coordinate a joined up Corporate Services response to ensure a positive customer experience
Manage the handover of HR and Finance enquiries to Regional hubs, helping to ensure continuity of service while easing the resource burden on those teams.
Working closely with the CLO and Deputy High Commissioner, own the management data tracking the deployment of UK staff to / from Ghana, being the single point of truth which drives estates and other service delivery
Accurately forecast and monitor spend across Budget lines, working closely with Head of Estates and Finance Manager
Resources managed (staff and expenditure):
Essential qualifications, skills and experience
Excellent ccustomer service management experience
Excellent communication skills, both spoken and written English
Strong IT skills (a working knowledge of Microsoft Excel, Access, Powerpoint and Word is essential)
Previous staff management experience
Strong team working skills
Strong problem solving skills
Ability to deliver difficult messages to senior contacts
Desirable qualifications, skills and experience
Basic financial management skills
Able to work under minimal supervision and deliver for senior-level individuals
Working and delivering in a high pressure environment
Dealing with logistics, administration and budgets
Local knowledge of Accra (to inform logistics) and Twi / Ga for working with local contacts
Required competencies
Making Effective Decisions, Leading and Communicating, Managing a Quality Service, Delivering at Pace
Other benefits and conditions of employment
Learning and development opportunities (and any specific training courses to be completed):
The British High Commission in Ghana takes learning and development seriously.
The successful candidate will have the opportunity to develop many core and transferable skills through both formal and informal learning and development opportunities.
Members of staff are encouraged to make use of the learning and development opportunities that the office has to offer and many then benefit from internal promotion opportunities.
Working patterns:
Some flexibility in working hours and patterns is possible.
All applications are welcome.
Additional information
All applicants must be legally able to work in Ghana with the correct visa/status or work permit.
The British High Commission in Ghana is an equal opportunities employer, dedicated to inclusivity, a diverse workforce and valuing difference.
Employees recruited locally by the British High Commission in Ghana are subject to Terms and Conditions of Service according to local employment law in Country.
Spouses/registered partners of UK Based Staff are able to work within the BHC but their salary will be abated at the appropriate tax rates.
Reference checking and security clearances will be conducted.
How to Apply
Interested candidates should apply online by 3 January 2019
For more information and job application details, see; href="https://fco.tal.net/vx/lang-en-GB/mobile-0/appcentre-1/brand-2/user-2654062/xf-69d8c68c5699/candidate/so/pm/4/pl/1/opp/7874" target=_blank STYLE="TEXT-DECORATION: NONE"> British High Commission Corporate Service Help Desk Manager Jobs in Accra - Ghana
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