The British High Commission has one vacancy for a full-time locally-engaged B3 (L) Service Delivery Officer commencing as soon as possible.

UK Visa International (UKVI) is the overseas arm of the UK's immigration control.  It has visa offices in 160 locations throughout the world. The Accra Visa Section handles nearly 50,000 per annum.

The visa section is 45-strong, combining UK-based and locally-engaged staff in a team that is committed to providing a first-class service. This includes making fair and defensible decisions on visa applications quickly, balancing the need for a high level of customer service with the requirement to maintain the integrity of the UK’s immigration controls. The Accra Visa Section wants to be at the forefront of innovation, always prepared to react positively to change and try new ways of working.

This position is ideally suited to someone who has a proven ability of working in a fast-paced and challenging environment as part of a large and diverse team of people, committed to achieving clear service delivery goals.  The main elements of the job include:

•   Customer service: overseeing correspondence unit, ensuring complaints are logged and replies sent within customer service standards; weekly reconciliation of visa fee certificates and reconciliation of World Pay accounts; assistance with User Panel meeting planning; line management of Customer Services Officer.
•   Growth Agenda: monitoring Priority Service standards, monitoring and responding to Business Express correspondence; lead for UKVI on communications committee; liaise with the UK Trade and Industry section, within the High Commission, for updates on business groups
•   Liaison with staff and other posts: collate and monitor transit time information for other posts; monitor hotline to other posts; promote staff survey returns; analysis of staff survey results.
•   Post Decision: Monitor appeals spreadsheet, liaising with appeals team and Entr Clearance Managers (ECMs), ensuring statistics are accurate and timely; work with ECM to streamline appeals; oversee appeals unit.
•   Management Team: attend and contribute to weekly team meetings; report preparation.

Qualification Required & Experience

The skills/attributes of the successful applicant will include:

•   good communication with excellent spoken and written English
•   computer literacy
•   the ability to remain customer focused, polite and courteous under pressure
•   the ability to work quickly and reliably with little supervision
•   ability to work well under pressure
•   excellent team players
•   flexibility and a positive attitude to working in a forward-thinking, modern and motivated department, which is working at the forefront of visa work.  We are committed to improving standards and procedures, and are looking for like-minded colleagues.

Core Competences

•   Delivering results
•   Customer focus
•   Working with others
•   Communicating and influencing

Applicants should demonstrate, in their application, how they meet the competence requirements, which will be tested in more detail at interview.

The successful applicant will need to:

•   Observe the Foreign and Commonwealth Office’s diversity and equality policies
•   Show some flexibility over working hours

Location: Accra

How To Apply For The Job

Information for applicants
The monthly salary range for B3 (L) positions in the BHC starts at GHS 2,061.

Candidates should send their CV and a covering letter, of no more than one side of A4, plus the completed application form which can be found on this link:

https://www.gov.uk/government/world/organisations/british-high-commission-accra/about/recruitment#current-vacancies

to:

UKVI.Accra@fco.gov.uk

Closing Date: 26 July, 2013

•   The subject line must read “B3 (L) Service Delivery”.
•   Interviews will likely take place at the end of July.

Regrettably only those candidates short-listed for interview will be contacted.
Applications will only be considered from those who have already established their ability to work in Ghana. The British High Commission does not sponsor work permit applications.
If you have any questions about the role please contact UKVI.Accra@fco.gov.uk

The British High Commission, Accra is an Equal Opportunities Employer

More information about the work of the British High Commission in Ghana can be found at http://ukinghana.fco.gov.uk/en/