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Bk - Visa Outreach Officer - Visa Status and

4 weeks ago

กรงเทพมหานคร, Thailand Foreign & Commonwealth Office Full time

Job Description (Roles and Responsibilities)

The British Embassy Bangkok is a large diplomatic mission of around 140 staff delivering a dynamic and rapidly expanding programme of activity in support of the UK’s objectives. This includes activities linked to prosperity, trade, security, open societies, consular services and law enforcement. The Embassy is a modern, diverse and inclusive employer where everyone contributes to the Embassy’s core values of Generosity, Ambition and Courage.

**MAIN PURPOSE OF THE JOB**:
UK Visa Outreach Officers’ key responsibilities will be:

- ** VAC & SELTs auditing and assurance**: Providing ‘on-the-ground’ assurance for SRS of the quality of customer experience and integrity of operations in local Visa Application Centres and Secure English Language Testing Centres, including through regular ad-hoc visits, formal audits and gathering local intelligence from stakeholders.
- ** Customer and Market Insight**:Collecting and reporting market insight and customer intelligence to Service Line Leads & Managers, SRS and Customer Insight Teams, driving continuous improvement of the UK visa service and our customer offer, including identifying opportunities for change and innovation.
- Be the first point of contact on visa issues for FCDO/PAGS (Partners Across Govt) colleagues and key stakeholders in Thailand, Malaysia & Singapore - answering queries on visa policy and process and providing support for HMG-referred high value/compassionate visa enquiries, liaising with Head of Region/Head of International Network as appropriate.
- Anticipate and escalate any emerging risks/concerns in customer experience to Head of Region /Head of Network so these can be addressed, mitigated and managed quickly
- Build and develop a network of key PAGs, travel and industry stakeholders in your region, and use these networks to disseminate key comms messages on UKVI’s latest policies and requirements, delivering presentations/messages/Q&As based on the needs of different audiences/events (including in local languages)
- Working closely with your Regional Communications Manager in the UK, and with HMG Mission’s communications team, deliver visa messages and campaigns in your countries (including ensuring messaging is effectively tailored for market). This will include comms delivery around the roll-out of ETAs (Electronic Travel Authorisation), evisas and other FBIS (Future Border and Immigration Services) programmes.
- Develop and deliver an annual engagement plan in conjunction with the Department for International Trade, Visit Britain and British Council (Study UK), identifying key audiences and messages and setting targets on reach.
- Deliver visa upskilling training to HMG partners in the UK visa process, enabling them to deliver key messages and to signpost to information on gov.uk
- Working with the Department for International Trade locally and Service Line Managers in the UK to identify and invite businesses to join the Business Preferred Partner Scheme and pilots of our new products and services.
- Working with Head of International Network, develop local approach to additional revenue generation overseas, including ‘paid-for’ and/or premium outreach services for businesses and PAGs.
- Manage the Outreach Network inbox, replying to queries from HMG, businesses & governments to agreed service standards.
- Support customer service improvements - by identifying opportunities to change/improve our service and working with UK teams to deliver customer service initiatives
- Support the Regional Assurance and Integrity Lead with integrity audits as required, including VAC inspections & SELT inspections, and assist in supporting delivery of any commercial partner changes under VCAS (Visa and Citizenship Application Services)
- Develop expertise in your designated specialist visa routes (e.g. Business, Education or Visit) and offer upskilling and training to others in the Outreach Network on these routes.

**RESOURCES MANAGED**:

- N/A

Essential qualifications, skills and experience
- Senior customer service/communications experience
- Ability to work independently, including demonstrable experience of planning and delivering long-term projects, managing workload and delivering results.
- Experience of working collaboratively within a team located in different locations across the region, and with teams across the globe.
- Experience of representing your organisation, including senior stakeholders internally and externally
- Excellent command of spoken and written English, equivalent to IELTS 8 or above
- Confidence in speaking in public to large audiences, engaging with stakeholders and delivering public presentations, including virtually
- Demonstrable experience of working collaboratively with other organisations
- Ability to manage range of different tasks, to prioritise effectively, meet deadlines and maintain high quality standards.

**LANGUAGE REQUIREMENTS**:

- Language : En

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