View Vacancy – MNL – Customer Engagement Officer (Temporary), AO

tendersglobal.net

View Vacancy – MNL – Customer Engagement Officer (Temporary), AO


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)

GTPC (Global Transaction Processing Centre)

The British Embassy Manila is a large diplomatic mission delivering a dynamic and rapidly expanding programme of activity in support of the UK’s objectives on prosperity, security and consular matters. The Embassy is a modern, diverse and inclusive employer where everyone contributes to the Embassy’s WORC Values of Wellbeing, Opportunity, Respect and Collaboration.

Main Purpose of Job:

To proactively build and manage the relationship between the Global Transaction Processing Centre (GTPC) and posts in Asia Pacific, MENAD, EECAD, SAAD and Africa to deliver high standards of customer satisfaction and financial transactions.  Supporting a culture of continuous improvement to not only meet, but exceed the service standards set by the Service Level Agreement.

Roles and responsibilities / what will the jobholder be expected to achieve:
     
1. Customer Services

  • Act as the first point of contact for all customers contacting GTPC.
  • Answer and close all requests on the Customer Support Portal within our two working days Service Level Agreement.
  • Use Hera, trackers and other reports to answer as many queries as possible without referring back to the Business As Usual team.
  • Coordinate with GTPC and other teams to ensure a suitable response to customer complaints if unable to answer yourself.
  • Ensure that all communication follows an agreed customer focused style, is simple to understand and leads to greater engagement with the P2P process.
  • Monitor GTPC guidance to ensure it is up to date and escalate to Line Manager if notice any errors.
  • Comply with financial guidance in particular P2P guidance, Challenge and Escalation procedures and audit recommendations.
  • Manage all data according to Information Management guidance ensuring it is stored correctly, weeded regularly and shared according to personal data management controls.
  • Escalate unresolved issues to Line Manager and perform other duties as requested by the Line Manager.
  • Act as cover for other members of the Customer Engagement Team

2. Quality Check

  • Review responses to queries from the other teams ensuring that they answer the question, meet policy and follow a standard format. Correcting reply if necessary.
  • Monitor and ensure compliance to standard processes as identified in process maps, P2P guide and Compliance Procedures ensuring that any deviations from process are appropriately escalated. In particular quickly identify any incidents to the heads of processing teams and Deputy Head of GTPC.
  • Deliver continuous improvement by identifying any inefficiency in the operational process or unclear guidance and recommend necessary improvement to your manager.

3. Housekeeping

  • Regularly update Aide Memoires, P2P Guidance, GTPC Compliance, GTPC FAQs, CE Desk Notes and other GTPC documents.
  • Provide SharePoint access to Posts and other SharePoint users as requested.
  • Regularly update the GTPC Distribution Lists ensure leavers are removed and new joiners are added.
  • Provide logistic support for the bi-annual Open House and other GTPC events.
  • Support in creating and monitoring of trackers as needed by the GTPC.
  • Perform Ad hoc tasks as required and assigned by Line Manager.

Essential on Arrival:

  • Diploma/Degree holder
  • Relevant experiences in customer engagement management role
  • Understanding of Purchase to Pay
  • Excellent spoken and written English
  • MS Excel to level 4

Desirable:

  • Oracle experience
  • Previous Accounts Payable experience
  • Customer service background
  • Finance Qualification

Changing and Improving, Managing a Quality Service, Delivering at Pace, Communicating and Influencing

9 February 2024

Administrative Officer (AO)

Fixed Term, Temporary

36

6 months

Asia Pacific

Philippines

Manila

British Embassy

1

PHP

41,565

8 April 2024

Benefits:

The British Embassy Manila offers the following:

  • A competitive compensation package
  • 36-hour work week
  • Guaranteed 13th and 14th month pay
  • 20 days paid annual leave (calculated on Pro-rata basis if joined after 1 January)
  • Extensive medical insurance
  • Life insurance
  • Access to a guaranteed 5 days of learning opportunities a year.

Learning and Development Opportunities:

The British Embassy is committed to being a learning and development organisation and encourages all staff to pursue continued learning and development in the workplace. We offer a supportive and friendly working environment where staff work to the values of: integrity, honesty, objectivity and impartiality.  Everyone is encouraged to take responsibility, be innovative and work together.

The Foreign, Commonwealth and Development Office is committed to developing its staff, working hard to provide a comprehensive L&D offer. Staff have access to a wide variety of online resources and are strongly encouraged to take advantage of all the available opportunities. All new staff undertake a workplace induction and there are a number of mandatory e-learning courses covering areas such as diversity, health and safety, and information management.

Working Patterns:

Monday-Friday, 07.00-16.00 / 10.00-19.00  (GMT +8). The team is currently on hybrid working but may change in the next few months.

Other Information:

Employment offers are subject to successful clearance of pre-employment checks. Staff recruited locally by the British Embassy Manila is subject to Terms and Conditions of Service according to local Philippine employment law.

No accommodation or relocation expenses are payable in connection with this position. All candidates must be legally able to work and reside in the country of the vacancy with the correct visa/work permit status or demonstrate eligibility to obtain the relevant permit. Any costs related to obtaining or renewing permits and visas are the responsibility of the successful applicant.

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.

Candidates are expected to have a valid NBI Clearance.

Please note that your application must be submitted before 23:55 on the day mentioned in the above field “Application deadline.”

Please be aware that the deadline for submitting applications is considered to be the time zone for the country where the vacancy has arisen.

We advise you to allow enough time to complete and submit your full application since only applications completed and submitted before the deadline will be considered. Applicants called for an interview will be assessed on the core behaviours listed above.

All applicants are required to mandatorily fill the online application form completely including the employment and educational details, experience, professional skills and behaviour-based questions. We will be thoroughly reviewing the applications and incomplete form in any respect may not be considered while shortlisting for the next stage.
 
Only shortlisted candidates for interview will be contacted. Interviewees will be assessed on the core behaviours/qualifications listed above. Unsuccessful candidates will be notified via the system in due time. Appointable candidates who were unsuccessful may be placed on a ‘reserve list’.  If during the reserve period of 6 months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate.

For inclusivity and diversity, please remove the following personal information when uploading your CV: name, address, email address, age, date of birth, gender, and nationality.

The start date mentioned in the job advert is a tentative start date and the successful candidate will be required to undergo security vetting procedures. Any offer of employment will be subject to the candidate achieving suitable clearances.

Please be aware that you will only be able to apply to vacancies for Country Based Staff roles with the British Government through this official tal.net site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official tal.net site. If you complete and send an application through any other site, we will not receive it.

Philippines

To apply please copy and paste this link: https://fco.tal.net/vx/appcentre-ext/candidate/jobboard/vacancy/1/adv/

To help us track our recruitment effort, please specify on the application form/indicate in your cover letter where (tendersglobal.net) you saw this job posting.

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