British Embassy

The British Consulate in Málaga is seeking a Team leader for our Contact Centre

Consular work is the busy and challenging front-line of the Foreign Office, and southern Europe is the flagship Consular network handling 32% of all assistance work and 50% of all emergency travel documents.

The Network receives thousands of phone calls every month. These can be anything from a simple enquiry to a tragic assistance case, from a lost passport to a missing person, from a visa applicant concerned about their appointment time, to a local authority requesting information from the British authorities. As a customer-orientated team, we are dedicated to providing the best service possible, even when we’re giving difficult messages that people don’t want to hear.

The Consular Network is known for its innovative approach to the delivery of Consular Services and we are looking for an experienced team leader for the expansion of Customer contact centre in Málaga. This centre is the front line for most customers, and the first contact they have with much of the Foreign Office across Europe and Africa. It is vital that we make an excellent first impression and deal with all incoming calls effectively and efficiently, giving the customer the right information or correctly escalating the call according to our internal processes. The team leader position will be responsible for ensuring consistency across regions and ensuring the right staff in the right place at the right time.

The job will involve:

Answering calls on a variety of subjects, giving accurate information where possible and pointing people in the right direction for things we cannot answer.
Logging cases on our database, passing calls and cases to Consulates around the Network.
Line management of call handlers, ensuring FCO standards and that our customers receive the best possible first contact, resolving as much as possible at source. Ensuring staff are trained, developed and motivated throughout their career.
Developing our scripts and essential tools to ensure handlers are able to provide essential information for over 100 countries.
Adhering to FCO policy on data protection and Consular guidance to ensure we deliver a professional and consistent service.
Being a key part of our customer knowledge management and quality control initiatives, helping to collate accurate feedback on what our customers are saying and helping to test the quality of our service.

You will have strong customer service skills and want to provide the best care to British nationals in need across Europe. You will have some team leader or management experience and have experience in a call centre or similar high pressured team environment. You should also be IT literate and have a good working knowledge of IT systems, particularly Windows.

Language ability: You should be fluent in English (both written and spoken) and have fluency in one or more other European languages. Your language ability (both written and spoken) will be tested prior to interview

Employment Terms: A Permanent contract will be issued subject to successful completion of a 3 months probationary period. The successful candidates will commence their employment during July 2013

Working hours: 37.5 hrs per week on a shift basis (06.00 am – 10.00 pm)
Salary: Gross salary is €2.081 (non-negotiable) per month payable twelve times a year
Income tax: The Embassy is a Diplomatic Mission with exempt status and does not collect taxes for other States. Employees are totally responsible for payment of Spanish income tax at the legally required rate
Social Security: The successful candidate will be enrolled in the Spanish State Social Security Scheme

Applications: Applicants should submit their CV and a letter of introduction as to why you would be suitable in English to Human Resources Manager by e-mail indicating references CC EUROPE TEAM LEADER MALAGA to Spain.HHRRRecruitment@fco.gov.uk by the end of 19th June 2013

Short-listed candidates will be invited to attend an interview in Málaga Week commencing 24th June 2013. We regret that we will not be able to reply to all applicants personally. Those not contacted by the 26th June should assume their application has not been successful. Find out more about the work of the British Embassy and the British Consulate.