Telephone Supervisor (Vacancy Reference: 18/62)

Open To:
All Interested Candidates / All Sources

Position Title:
Telephone Supervisor

Reference:
18/62

Opening Date:
July 9, 2018

Closing Date:
July 23, 2018

Work Hours:
Full-time, 40 hours/week

Salary:
With prior U.S. Government supervisory experience: £33,220 gross starting salary per annum, (consisting of: basic salary £28,727, London weighting £2,100 and bonus £2,393).

Without prior U.S. Government supervisory experience: £30,915 gross starting salary per annum, (consisting of: basic salary £26,659, London weighting £2,100 and bonus £2,216).

Benefits:
Performance Related Pay System
Pension Scheme
BUPA Membership
Employee Assistance Program
Season Ticket Loan
Generous Annual Leave & Sick Leave
Paid Public Holidays (U.K. & U.S.)

OR

Up to Grade FP 9 (Final Grade and Salary to be confirmed by Washington based on applicant’s qualifications and prior work experience).

 

U.S. Embassy, London currently has an exciting opportunity to work within the Information Resource Management Office as the Telephone Supervisor.

As the Telephone Supervisor you will be responsible for the supervision and training of four operators, ensuring all operators are well versed in the handling of internal and external calls phone calls of varying nature. As the telephone supervisor, you will also need to complete performance review documents on staff including annual and mid-year review appraisals and counseling. Outstanding customer service skills and being a decisive and strong communicator are essential in this position.

Please note that a flexible approach to work hours is a requirement of the position, you must be prepared to serve in any position on the switchboard during staff shortages, including sick or annual leave.

The following qualifications are also required. It is very important that you address each selection criterion detailed below with specific and comprehensive information supporting each item in your application and resume/CV. This will help you in our short listing process.

QUALIFICATIONS REQUIRED

Applicants must address each required qualification listed below with specific and comprehensive information supporting each item.  Failure to do so may result in a determination that the applicant is not qualified.

EDUCATION:
Four GCSEs, or U.S. High School Diploma or an equivalent qualification.

EXPERIENCE:
Previous work experience in a switchboard, call-center, or reception type environment. Must have supervisory experience.

LANGUAGE:
Level IV in both written and spoken English.

JOB KNOWLEDGE:
A good standard of general knowledge, plus a good knowledge of geography and current affairs. A good working knowledge of European and International Dialing systems.

SKILLS AND ABILITIES:
Excellent customer care, communication and interpersonal skills. Must be able to work evenings, weekends, and holidays as required.
Needs to have the ability to:
-liaise with internal and external contacts;
-work well under pressure and to display a professional demeanor to the public at all times;
-deal with rudeness, obscenities, prank and threatening calls;
-work quickly and accurately;
-apply professional knowledge and to exercise good judgment when required;
-train and supervise staff while maintaining equanimity among four operators

Interested candidates for this vacancy MUST submit the following for consideration of their application:

  • The London DS0174 Application Form – This is our preferred form of application, as it aims to focus the candidate on the essential criteria of an advertised vacancy.

OR

Please reference our instructions on how to complete the UAE/DS-0174 form.

You must ALSO include the following information in your application for employment:

  • Your current curriculum vitae/resume.
  • Evidence of your legal right to work in the U.K. such as a copy of your passport biographical page, work visa page and, or, birth certificate. Please do not send originals by mail. Copies are acceptable. Short-listed applicants will be asked to provide, prior to interview, original documentation in support of their legal right to work in the U.K.
  • Evidence of Appointment Eligible Family Member (AEFM) Preference (such as a copy of your sponsor’s orders), if applicable. Please do not send originals by mail. Copies are acceptable.

PLEASE NOTE: WHETHER YOU ARE AN INTERNAL OR EXTERNAL CANDIDATE, IF YOUR APPLICATION PACKAGE IS INCOMPLETE, YOU WILL NOT BE CONSIDERED FURTHER FOR A VACANCY.

Submitting your Application
As an environmentally aware employer, our preference is for you to submit your application by email to LNDRecruit@state.gov

Please ensure documents are in Microsoft Word and/or Adobe Acrobat. JPEG, TIFF or SkyDrive files will not be accepted and your application will be determined invalid.  Similarly, if your application exceeds 5MB, your application will be determined invalid.

Alternatively, your application can be mailed to:

Recruitment
The Human Resources & Development (HRD) Office
Embassy of the United States of America
33 Nine Elms Lane
London
SW11 7US