Customer Support Team Advisor

Job summary

At FCDO Services we protect the UK’s interests at home and overseas. We design and construct secure government buildings and courier diplomatic packages worldwide, safeguard government tech and a whole lot more. Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we’re on. In our world, it all matters.

Job description

Our Technology and Operations team is at the forefront of digital solutions and services for FCDO and Government. They provide best in-class solutions for our clients, helping to shape and support a data driven future for UK government. Whether it’s creating bespoke, secure software, offering programme and application support or moving an entire embassy’s servers to a Cloud platform. No matter the task, they are on hand to support. Join them in this important role and you’ll have the opportunity to lead them on the next stage of our exciting journey.

Providing innovation to government partners

Delivering best-in-class solutions

Working at the cutting-edge of technology

It all matters

Provide high quality support for our global security organisation

When you join our friendly and supportive team as a Customer Support Team Advisor, you’ll handle phone, email and MS Teams enquiries from colleagues in FCDO Services, government departments, external stakeholders and members of the general public. Offering timely and comprehensive responses with confidence and professionalism, you’ll be dedicated to achieving customer satisfaction as you respond, refer, follow up and resolve each query. You’ll also keep an accurate record of your work, and monitor any open enquiries.

You’ll have a number of additional responsibilities – these include managing small works projects, preparing quotations for logistics and catalogue items, providing governance, and tracking the responses to enquiries from customers. Capable of managing your own time, priorities and performance, and taking a proactive attitude to following up on unresolved issues, you’ll also have the confidence to respond directly to enquiries without escalating to your more senior colleagues.

Develop your career as you support our international mission

To be a successful member of our busy, fast-paced team you’ll have proven experience of working in a customer or supplier service role, be capable of operating under your own initiative to tight deadlines, and have excellent organisational skills and attention to detail. A confident user of IT systems with a particular focus on Microsoft’s Word, Excel and PowerPoint, you should also have the ability to interpret professional and technical documents, and some knowledge of Salesforce or similar CRM systems would be a plus.

Your diplomatic skills will make you a natural resolver of incidents and issues, and you should have a flexible and adaptable approach to your day-to-day tasks. A friendly and collaborative team worker, some awareness of costing and pricing would be desirable, as would an understanding of FCDO Services and the work we do.

Discover the support you need to grow your career further

But we’re always looking to improve – just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.

Want to see your future team’s work in action? Step into our Virtual Embassy and select a guide to take you round to see how we deliver for government customers and how you could help. Explore the embassy now at virtual-embassy.fcdoservicescareers.co.uk

Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process to achieve Security Check (SC) clearance. You can find out more about vetting at fcdoservicescareers.co.uk/how-to-apply/

To find out more about our benefits and our organisation, please visit fcdoservicescareers.co.uk

It takes a diverse team to protect a diverse world

The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.

Person specification

We are looking for people with:

• Customer service experience (Lead Criteria)
• Ability to work under own initiative and meet deadlines
• Excellent organisational skills paying attention to detail
• Good knowledge of Microsoft (Word, Excel, PowerPoint)

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Communicating and Influencing
• Delivering at Pace

Technical skills

We'll assess you against these technical skills during the selection process:

• Customer service experience (Lead Criteria)
• Ability to work under own initiative and meet deadlines
• Excellent organisational skills paying attention to detail
• Good knowledge of Microsoft ( Word, Excel, PowerPoint)

Benefits

Alongside your salary of £30,015, FCDO Services contributes £8,695 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Learning and development tailored to your role.
• Annual leave starting at 25 days.
• A culture encouraging inclusion and diversity.
• A Civil Service pension.
• Free shuttle bus available between central Milton Keynes and Hanslope Park
• 9 days per annum public and privilege days

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

To apply for this role, you will be asked to provide your CV, a personal statement, and provide answers to some job specific/technical skills.

Your CV and personal statement will not form part of the assessment they will provide an insight into your work history and experience.

Your CV should include:

• no personal identifying details
• career history with key responsibilities
• achievements
• qualifications

Your personal statement should outline your interest in the role.

Candidates will only be sifted on answers provided to the technical/ job specific questions which are outlined in the application form.

Those that are successful will be invited to a Face to face interview at Hanslope Park.

At the interview you will be asked a blend of questions on technical/job specific skills and behaviours.

Candidates will only be sifted on answers provided to the technical/ job specific questions which are outlined in the application form. If we receive a large number of applications, we will conduct an initial sift on the Lead Criteria only. If you pass the initial sift you will be progressed to full sift or directly to interview. The Lead criteria may also be used in the event of a tie-break on scores at interview.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Medical

Successful candidates will be expected to have a medical.

Nationality requirements

Open to UK nationals only.

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : FCDO Services Recruitment Team
• Email : Fcdoservices.recruitment@fcdo.gov.uk

Recruitment team

• Email : Fcdoservices.recruitment@fcdo.gov.uk

Further information

If you feel your application has not been treated in accordance with the Civil Service Commission Recruitment Principles and you wish to make a complaint, you should contact FCDOServices.Recruitment@fcdo.gov.uk in the first instance.
If you are not satisfied with the response you receive from FCDO Services, you can contact the Civil Service Commission. For more information, please visit their website.

Attachments

Candidate pack Customer Support Team Advisor Opens in new window (pdf, 1832kB)