Working for British High Commission Nairobi

Information on job vacancies at the British High Commission-Nairobi

Head of UK Trade and Investment

Section: UK Trade and Investment

Grade: C4 (Full Time)

Salary Ksh 317,293 Per Month

Main purpose of job

This is an exciting, challenging and high profile opportunity at the British High Commission in Nairobi. BHC Nairobi is a large Mission whose officers perform a wide variety of functions across the spectrum of UK objectives; ten government departments are represented, working within Kenya and Somalia. This role is at the heart of the Mission’s commercial objective. It will involve some international travel.

You will lead your team to develop trade between the UK and Kenya, supporting British companies exporting to Kenya and Kenyan companies looking to set up operations or expand in the UK. You will have a challenging set of targets for business wins (providing significant support to a UK company to secure a contract, for example) and service deliveries (producing a programme to introduce a UK firm to the Kenyan market) which you will be expected to exceed. This will require you to deliver at pace, using project management skills and developing a systematic and focused approach to hitting results.

With your line manager based in Dar es Salaam, being self-sufficient and proactive, and able to drive your team without direct oversight, is hugely important. And, as the head of a team of five, being able to set your team’s direction and to delegate effectively is a must.

Hitting your targets is important, but it won’t be enough to excel. An important aspect of the team’s work is to contribute to the British Government’s broader economic and development agenda, by working alongside Foreign Office and Department for International Development colleagues through the Joint Africa Framework. In emergent markets such as Kenya, UKTI’s commercial agenda stands closely alongside the Foreign Office’s and DFID’s priorities, and you will be working with these departments to improve the business climate, in particular through the Growth and Prosperity Group. So you will need to be able to see the bigger picture of how your team’s work fits into a broader whole, and to collaborate closely with colleagues in other government departments.

You will be able to communicate confidently and with impact to senior figures in Post and externally. And you will need to be able to manage priorities, ensuring the UKTI office contributes corporately to the rest of the Mission’s work.

You will have experience of international/regional/Kenya trade and investment issues and possess demonstrable commercial expertise, with a track record of fostering business relationships in order to deliver a high standard to your customers. These will be backed up by excellent communication and networking abilities, particularly in our priority markets.

The Kenya UKTI team forms part of a regional East Africa UKTI network. You will have a responsibility to support the regional head (based in Dar es Salaam) and champion efforts to greatly strengthen regionalisation, an important change management programme which is a priority for UKTI Headquarters

Roles and responsibilities
  • Lead and manage the Nairobi UKTI team, while reporting to the head of UKTI East Africa (based in Dar es Salaam) and also to the British High Commissioner and Deputy Head of Mission. Responsibility for the UKTI budget.
  • Support the UK Government’s broader growth and prosperity agenda through robust analysis of the business climate and reform agendas and by working with FCO and DFID colleagues on improving the business climate in Kenya, through active participation in the Growth and Prosperity Group.
  • Lead on visits: trade missions, Ministerial and other VIP visits, as well as conferences and events.
  • Build and maintain an extensive network of contacts, especially in priority sectors (energy, infrastructure, financial services, agriculture, ICT), across Kenyan government ministries, relevant organisations/associations and the private sector.
  • Advise potential investors and businesses, highlighting commercial opportunities, developments and risks.
  • Support the British Chamber of Commerce;
  • Support the regional head of UKTI, and work to builder a stronger, more interconnected East African regional team. Be a corporate contributor to the High Commission.

Resources managed

4 staff: 2x Trade Development Managers B3, 2x Trade Officers A2

Key competences required
  • Seeing the Big Picture: having an in-depth understanding and knowledge of how your role fits with and supports organisational objectives and the wider public needs. It is about scanning the political context and taking account of wider impacts to develop long term implementation strategies that maximise opportunities to add value to the citizen and support economic, sustainable growth.

  • Making Effective Decisions: being objective; using sound judgement, evidence and knowledge to provide accurate, expert and professional advice. Leaders will be creating evidence based strategies, evaluating options, impacts, risks and solutions.

  • Collaborating and Partnering: creating and maintaining positive, professional and trusting working relationships with a wide range of people within and outside the High Commission to help get business done. It requires working collaboratively, sharing information and building supportive, responsive relationships with colleagues and stakeholders, whilst having the confidence to challenge assumptions.

  • Building Capacity for All: having a strong focus on continuous learning for oneself, others and the organisation. Being open to learning, about keeping one’s own knowledge and skill set current and evolving.

  • Managing a Quality Service: being organised to deliver service objectives and striving to improve the quality of service, taking account of diverse customer needs and requirements. People, who are effective plan, organise and manage their time and activities to deliver a high quality and efficient service, applying programme and project management approaches to support service delivery.

  • Delivering at Pace: focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes. Working to agreed goals and activities and dealing with challenges in a responsive and constructive way. Building a performance culture to deliver outcomes with a firm focus on prioritisation and addressing performance issues resolutely, fairly and promptly.

Language requirements

Language: English, Swahili Level of language required: Fluency in both

Other skills / experience / qualifications: Essential on arrival: Strong understanding of Kenyan market

NOTE:

  • All applicants must be legally able to work in Kenya with the correct visa/status or work permit.
  • The British High Commission in Nairobi is an equal opportunities employer, dedicated to inclusivity, a diverse workforce and valuing difference.
  • Staff members recruited locally by the British High Commission in Nairobi are subject to Terms and Conditions of Service according to local Kenyan employment law.
  • Spouses/registered partners of UK Based Staff, are able to work within the BHC/BCG but their salary will be abated at the appropriate tax rates.
  • Reference checking and security clearances will be conducted.
  • If you have not heard from us 3 weeks after the closing date, please consider your application unsuccessful. Note: Any questions you may have about this position will only be answered during interview, should you be invited.
To Apply

All applicants should submit a short (1 page maximum) covering letter stating why they are a suitable candidate for the position along with a copy of their CV in English, by email to: Recruitment.Africa@fco.gov.uk

External Application Form - C4 Head of UKTI (MS Word Document, 84.5KB)

Internal applicants should also submit the above, with a copy of their most recent 24 months of appraisal evidence (i.e. two full appraisals, or however many abridged appraisals, minutes etc to make up two years’ worth of evidence) to the same email address.

All candidates: Please quote in the subject line, of your email, the Vacancy Notice No: 13/15 NR, and position you are applying for.

Internal candidates, and spouses of diplomatic officers: Please quote in the subject line, of your email, the Vacancy Notice No: 13/15 NR, and position you are applying for, and also indicate that you are an internal candidate, or spouse of a diplomatic officer.

Only electronic applications will be accepted.
The closing date is 03 June 2015 and no further applications will be accepted after this date.

Head of Customer Service Help Desk (CSHD)

Section: Joint Corporate Services, Nairobi

Grade: B3 (L) (Full Time/Permanent)

Salary Ksh 192,867 Per Month

A vacancy has arisen at the British High Commission for a B3 (L) Head of Customer Service Help Desk (CSHD). The British High Commission Nairobi and British Embassy Mogadishu (Nairobi Office) consist of 350 employees with a wide variety of experience and job roles, representing 10 British government departments working within Kenya and Somalia.

The position is graded at B3 (L) for which the starting salary is Ksh. 192,867 per month before deduction of tax. Where the jobholder is not liable to Kenyan tax the scale will be abated under HM Treasury rules and starts at Ksh. 141,135 per month to take account of the tax they would have paid.

The Role

This is an exciting opportunity to lead the front line of Joint Corporate Services Team (JCST) activity. The successful candidate should have a good track record of Customer Service Management – including managing expectations and delivering difficult messages - and will need to demonstrate that they can work as part of a team, manage and motivate staff, delegate responsibilities and meet tight deadlines and targets. We will expect the successful candidate to become the Customer Service champion for the Mission. Outreach to the wider HMG Nairobi platform will be a key part of the job. The successful candidate will work closely with partners across government and should expect to spend a significant amount of their time helping them meet their corporate service requirements.

Key responsibilities

Working closely with the Section Heads within JCST, the successful candidate will need to deal with a range of contacts – both inside and outside the High Commission. S/he should therefore be able to provide support to the wider JCST while demonstrating excellent organisational skills. The key responsibilities are:-

  • Leading a team of 3 Customer Service Officers that provide a first class customer experience by communicating quickly and efficiently, and by seeking and acting upon constant feedback while adhering to HMG Nairobi policy;

  • Defining and delivering a JCST customer service strategy to ensure an excellent level of service is experienced across a diverse customer base, including staff coming to live and work in Kenya, and those locally employed;

  • Collation of qualitative and quantitative service performance data, and analysis of it to inform continuous improvements to the way services are delivered across JCST.

Duties and Responsibilities:

  • Responsible for the management, organisation and co-ordination of the day to day work of a team of customer service officers on the CSHD to deliver the highest standards of services to customers. Ensure the CSHD is adequately resourced by liaising with relevant staff and planning resources effectively;

  • Ensure that customer enquiries are dealt with in accordance with the performance and service standards as laid down by the Network Committee and Corporate Services charter, and any new Service Level Agreements between UK Government Departments. Personally deal with more complex enquiries, including complaints;

  • Maintain effective relationships with service colleagues (Technical Works Group and other JCST teams), key stakeholders (User Group, Network and People Committees), contractors (local and UK), hard to reach groups (spouses and new arrivals), the wider community (including responsible Departments in the Foreign Office and regional posts) and other organisations to ensure the effective delivery of customer services;

  • Challenge current methods of service delivery and identify, recommend and implement improvements to better meet agreed standards. Keep up to date with customer services best practice to improve customer satisfaction and reduce costs;

  • Ensure allocated jobs are tracked and that the team follow-up to ascertain jobs are completed within agreed service times. Ensure that customer service officers achieve the required performance targets and standards. Monitor and report progress and performance, provide feedback and take appropriate corrective action;

  • Maintain and develop a thorough and up-to-date working knowledge of all JCST services including procedures and guidance to deal with customer enquiries. Implement any changes to procedures, business processes and technology. Continually assess the effectiveness of the team, especially in terms of quality of service, and ensuring all guidance on SharePoint and on the DFID equivalent is kept relevant and up to date by the Customer Service teams and amended to cover new, regularly raised questions or concerns;

  • Monitor and co-ordinate management information relating to the work of the teams. Undertake an annual JCST customer survey, consultation, exit surveys and elicit feedback on services with a view to improving service delivery. Critically analyse information, monitor performance, identify trends and make recommendations for continuous improvement to meet targets. Prepare and present reports and management information relating to performance and any other aspect of the team’s work;

  • Ensure all relevant correspondence is answered within service targets. Ensure all complaints are answered in accordance with set procedures and guidelines. Monitor, track and analyse complaints making recommendations on trends and improvements that will reduce volume and pattern of complaints and improve quality of service;

  • Motivate, develop, coach, train, induct and formally appraise employees to set performance standards, recognise achievement and deal with performance;

  • Monitor and achieve appropriate customer outreach – by holding briefings with new arrivals and existing customer groups on different aspects of service offered and managing customers’ expectations, working closely with the CLO for UK-based staff. Liaise with teams across the mission to maintain an up to date list of arrivals and departures and coordinate a joined up Corporate Services response to ensure a positive customer experience.

  • Manage the handover of HR and Finance enquiries to Regional hubs, helping to ensure continuity of service while easing the resource burden on those teams.

Required Skills

  • Excellent communication skills, both spoken and written English
  • Strong IT skills (a working knowledge of Microsoft Excel, Access, PowerPoint and Word is essential)
  • Previous staff management experience
  • Customer service management experience
  • Strong team working skills

Key Competences

  • Seeing the Big Picture - having an in-depth understanding and knowledge of how your role fits with and supports organisational objectives and the wider public needs;
  • Making Effective Decisions - being objective; using sound judgement, evidence and knowledge to provide accurate, expert and professional advice;
  • Leading and Communicating - leading from the front and communicating with clarity, conviction and enthusiasm;
  • Collaborating and Partnering - People skilled in this area, creating and maintaining positive, professional and trusting working relationships with a wide range of people within and outside HMG Nairobi to help get business done;
  • Managing a Quality Service - being organised to deliver service objectives and striving to improve the quality of service, taking account of diverse customer needs and requirements;
  • Delivering at Pace - focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes

NOTE:

  • The British High Commission in Nairobi is an equal opportunities employer, dedicated to inclusivity, a diverse workforce and valuing difference.

  • Staffs recruited locally by The British High Commission in Nairobi are subject to Terms and Conditions of Service according to local Kenyan employment law.

  • All applicants must be legally able to work in Kenya with the correct visa/status/work permit.

  • The successful candidate will be subject to reference checking and security clearances checks.

  • If you have not heard from us 3 weeks after the closing date, please consider your application unsuccessful. Note: Any questions you may have about this position will only be answered during interview, should you be invited.

Application

All applicants should submit a short (1 page maximum) covering letter stating why they are a suitable candidate for the position along with a copy of their CV in English, by email to: Recruitment.Africa@fco.gov.uk

External Application Form - B3 Head of Customer Service Help desk (MS Word Document, 84.5KB)

Internal applicants should also submit the above, with a copy of their most recent (last 24 months) appraisals to the same email address.
All candidates: Please quote in the subject line, of your email, the Vacancy Notice No: 14/15 NR, and the position you are applying for.

Internal candidates, and spouses of diplomatic officers: Please quote in the subject line, of your email, the Vacancy Notice No: 14/15 NR, and the position you are applying for, and also indicate that you are an internal candidate, or spouse of a diplomatic officer.

Only electronic applications will be accepted.

The closing date is 05 June 2015 and no further applications will be accepted after this date.