Entry Clearance and Passport Assistant
BRITISH EMBASSY KHARTOUM
VACANCY NOTICE NO – 18/15 KRT
POSITION: Entry Clearance and Passport Assistant
SECTION: Visa Section
GRADE: A2 (L)
POSITION TYPE: Permanent
SALARY: SDG 5,236 per month
Main purpose of job:
To provide high quality customer service for passport and visa applicants, completing administrative requirements in a timely and professional manner, and providing support to colleagues and the wider embassy. This is a busy full time role, based in the visa section of the embassy. You will be the main provider of UK passport services in Sudan, line managed by the Vice Consul, and in liaison with HMPO in the UK and Nairobi. You will also work alongside 2 full time Entry Clearance Assistants on visa work, where you will liaise with UKVI in Pretoria and other hubs. Both passports and visas are essential services with strict deadlines, as such you will need to be well organised and able to cope well under pressure. This is a public facing role which requires excellent customer service skills at all times.
Roles and responsibilities:
Provide a high quality customer service for passport applicants; deal with all customers fairly and professionally including difficult or upset customers.
Deal with face to face, phone and email enquiries in a timely and professional way.
Review applications and documents; check eligibility; stamp and sign copies of documents Take cash fees.
Returns of passports and documents are made in a timely way.
Maintain all files, paperwork and IT for passport service, including spreadsheets & cancellations Complete required reports and returns for HMPO
Complete cash accounts, banking and returns in a timely and accurate manner Complete courier service including bagging, sending; receiving and records.
Work with regional team to arrange interviews; attend and monitor interviews; where required provide translation service for interviews; maintain records and complete paperwork and scanning.
Work with regional team on verification of documents.
Manage and maintain interview room and bookings with Consular and Visa Sections.
Establish and maintain good working relationships with HM Passport Office in the UK.
Establish and maintain good working relationships with HM Passport Office in Nairobi.
Establish and maintain good working relationships with courier services and banks.
Key competences required:
Delivering at Pace.
Managing a Quality Service.
Collaborating and Partnering.
Leading and Communicating.
Entry Clearance Assistant
Provide a high quality customer service for visa applicants; deal with all customers fairly and professionally including difficult or upset customers.
Take in applications from customers, check the correct fee is paid, correct form submitted and the passport and all supporting documents are received.
Liaise with customers (by email and/or phone) to arrange for visa appointments, additional documents, DNA tests and visa collections.
Record customer biometric details on the database, ensuring they are electronically dispatched Returns of documents and passports are made in a timely way.
Use IT systems in accordance with guidance;
Correctly print, pack, label and dispatch all applications, supporting documents, appeals paperwork and other documents to the relevant regional visa hub;
Ensure all registry procedures are correctly followed and all local visa files are filed away on a daily basis; follow instructions for weeding dates and correct filing of retained documents in registry.
Provide advice and assistance to embassy colleagues, including around facilitation.
Undertake verification checks following the correct procedure, making telephone calls as required and accurately recording evidence on Document Verification Reports. This will include some work with documents and some liaison by phone and email with colleagues and institutions.
Complete cash accounts, banking and returns in a timely and accurate manner.
Assist with correspondence; be flexible in undertaking any other tasks as appropriate to support the Visa Section, including completion of reports and interview management.
Ensure Data Protection Act and local security requirements are adhered to and to immediately report any breaches to the ECO or Security Manager.
Establish and maintain good working relationships with the UKVI regional hub(s).
Establish and maintain good working relationships with external contacts necessary for verification.
Corporate Responsibility and Learning & Development
Ensure mandatory Learning & Development is completed as required.
Pursue further L&D and opportunities for personal development.
Be flexible in supporting the wider embassy and staff.
Provide leave cover for colleagues in Visa and Consular Section.
Provide leave cover for colleagues in Visa and Consular Section.
Other skills / experience / qualifications:
Fluency in English and Arabic; written and spoken.
Be computer literate with accurate typing skills.
Be able to complete tasks accurately, to an agreed standard and within set deadlines.
Treat everyone with consideration and respect, regardless of work pressure.
Flexible and willing to support colleagues when they are under pressure.
Be able to write straight forward information clearly and accurately in English.
Be customer service orientated.
Seek to improve existing skills and develop new ones and contributes to improvements in working practices.
All applicants must be legally able to work in Sudan with the correct visa/status or work permit. The British Embassy in Khartoum is an equal opportunities employer, dedicated to inclusivity, a diverse workforce and valuing difference. Staff members recruited locally by the British Embassy in Khartoum are subject to Terms and Conditions of Service according to local Sudan 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.
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:
Internal applicants should also submit the above, with a copy of their most recent 24 months of appraisal evidence to the same email address. All candidates: Please quote in the subject line, of your email, the Vacancy Notice No: 18/15 KRT, 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: 18/15 KRT, 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 23 November 2015 and no further applications will be accepted after this date.
- Minimum experience
- Added date
- Apply date