OFFICE CIRCULAR NO: 22/13
APPLICATIONS FOR CLIENT SERVICE MANAGER
The Immigration and Border Protection Section of the Australian High Commission, New Delhi is seeking a suitably qualified person to fill a newly created position of Client Service Manager. The position will commence at the beginning of December and is open to Indian nationals and expatriates. Selection will be made strictly on the merit principle.
NOTE FOR ALL APPLICANTS
• Applications must be typed. Handwritten applications will not be accepted.
• Applicants must submit the following documents:
(1) a completed Registration and Personal Particulars Form; and
(2) a written statement addressing each of the selection criteria for the position/s applied for. Applications not meeting these criteria will not be considered.
• Conform to word limits where specified.
• Provide examples of relevant work experience where specified.
• The application process involves questions about your current and past personal and family relationships and living circumstances. It is in your own interest to be honest and accurate in disclosing details about yourself. If you feel uncomfortable about disclosing this information, you should reconsider your application.
• Late applications will not be considered
HOW TO APPLY
Applications addressing the selection criteria should be forwarded by email to:
[email protected]
OR
The Human Resources Section of the Australian High Commission,
1/50G Shantipath, Chanakyapuri, New Delhi 110021, by
12 noon Wednesday, 13 November 2013.
Please note there is no age restriction for applicants who wish to apply for this position.
All prospective applicants should also take the time to familiarise themselves with the Australian High Commission’s Code of Conduct.
JOB DESCRIPTION – CLIENT SERVICE MANAGER
The Client Service Manager (CSM) position has responsibility for the daily oversight of the activities of the Client Service Team (CST), which encompasses the administrative tasks for the New Delhi visa office as well as the Client Contact Unit (CCU), in addition to taking the lead on developing and managing a client contact database and an office media strategy.
The CSM will be expected to work independently and have high levels of judgement and initiative, in addition to an ability to provide high-quality written and verbal advice to senior managers and junior staff on client service and communication issues. The CSM should have proven negotiation and conflict resolution skills.
The CSM should display strong English language written and oral communication skills that contribute to the development and implementation of high-quality written communication products. The CSM will have sound information technology skills and the capacity to quickly become proficient in High Commission and DIBP systems, programs and policies. The CSM will also have proven organisational abilities and successful workload management practices in order to deliver in a high-pressured environment of tight deadlines and competing priorities.
The CSM will be required to develop and maintain a client service database and deliver advice and training to immigration assistants on all aspects of client communication. The CSM would also undertake Quality Assurance (QA) of outgoing client communication.
The CSM will monitor and report on the amount and nature of client communication received by the New Delhi DIBP office, including through official phone lines, electronic mailboxes, post/courier services and in person.
One of the other primary roles for the CSM would be developing and managing the New Delhi DIBP office’s client communication strategy, including information provided on the Australian High Commission website and social media sites such as Twitter and Facebook. Periodical information campaigns associated with changes affecting clients will be coordinated by the CSM in conjunction with the relevant areas of the department and the New Delhi DIBP office.
The CSM will undertake liaison with the department’s service delivery partner (SDP) in conjunction with the SMO Business Team. This would include communication regarding tasks associated with the delivery of visa applications, pre-lodgement client inquiries through phone and email, and any other ad hoc matters.
The CSM will also be the escalation point for the Team Leader, CST for sensitive client service issues including those with the SDP.
Duties
• Manage a diverse team of people performing administrative tasks and delivering a high level of customer service to clients, by providing support and ongoing training;
• Liaise with external stakeholders, including the department’s service delivery partner and provide a high level of support and guidance;
• Investigate and resolve escalated issues of a sensitive nature;
• Monitor workflow and ensure timeframes are adhered to;
• Develop and maintain a client service database for the New Delhi DIBP office; and
• Manage specific projects relating to the work of the New Delhi DIBP office as required.
The salary for the Client Service Manager position will be in the range INR 140,517 to INR 167,592.
SELECTION CRITERIA – CLIENT SERVICE MANAGER
CRITERION 1
Give examples of your written and oral English communication skills and ability to liaise effectively with, and provide excellent client service to, a range of people and organisations.
(Maximum 500 words)
CRITERION 2
Gives examples of your ability to interpret complex policy and program information and translate this into easy-to-use client service products.
(Maximum 500 words)
CRITERION 3
Provide a written statement in your own words outlining your understanding of the work of the Department of Immigration and Border Protection, with particular emphasis on the Indian context of the department’s work and the client service challenges you believe we face.
(Maximum 800 words)
CODE OF CONDUCT FOR LOCALLY ENGAGED STAFF
INTRODUCTION
The key underlying principles of conduct for locally engaged staff employed at the Australian High Commission, New Delhi are:
1. To act in accordance with the local law and applicable Australian law;
2. To deal equitably, honestly and in a professional manner with both the public and colleagues;
3. To ensure there is no real or apparent conflict of interest; and
4. To ensure their professional or personal behaviour does not bring the Australian High Commission or Australia into disrepute.
LES must at all times behave in a way that upholds the integrity and good reputation of the High Commission.
• Personal behaviour should be appropriate
• Dress and appearance should be in accordance with standards appropriate to an employee's duties
• LES should not be under the influence of alcohol, drugs or other prohibited or performance impairing substances in the work place
• The High Commission is a smoke-free work environment
LES must behave honestly and with integrity in the course of his/her employment with the High Commission.
LES should not use their official position to improperly influence or try to influence colleagues or members of the public by giving them gifts or by entering into financial or other arrangements with them.
LES must act with care and diligence in the course of their employment with the High Commission.
In the course of their duties LES are required to:
• be fair and impartial;
• give others likely to be affected by a decision an opportunity to have their case considered promptly;
• explain the reasons for action/decisions;
• at all times act according to local law and applicable Australian law.
LES, when acting in the course of their employment with the High Commission, must treat members of the public and colleagues with respect and courtesy, and without coercion or harassment of any kind.
LES are required to:
• treat members of the public and colleagues equitably, regardless of their sex, marital status, ethnicity, age sexual orientation, disability or religious beliefs or any other similar ground;
• be professional and courteous;
• provide reasonable assistance to the public and to help them understand their entitlements and their obligations;
• deal with the public and colleagues in an equitable and fair manner.
LES must comply with any lawful and reasonable direction given by a person in the High Commission who has the authority to give the direction. LES are at all times subject to the authority of the High Commissioner/Consul General and the officer in charge of the section in which they are employed.
The relevant A-based or locally engaged staff supervisor has the primary responsibility for ensuring that the required standards of conduct and work performance are met and maintained by LES.
The LES must maintain appropriate confidentiality about information obtained during the course of their employment at the mission.
Official information must not be disclosed to any person unless an employee is authorised to do so in the course of his/her duties.
LES must not misuse information obtained in the course of his/her duties, including taking advantage of another person on the basis of information held about the person in official records.
LES must disclose, and take reasonable steps to avoid, any conflict of interest (real or apparent) in connection with his/her employment in the High Commission, including in relation to any outside employment and/or business activities.
LES must seek the permission of the High Commissioner or Consul General before engaging in outside employment.
The High Commissioner/Consul General may not grant permission to engage in outside employment that is incompatible with the employee's duties on behalf of the High Commission.
LES who have interests, financial or otherwise, including in respect of family and friends that could conflict with the proper performance of their duties must disclose this interest to their supervisor and take whatever action is necessary to avoid that conflict.
LES must use resources in a proper manner and avoid waste or extravagance. LES must be scrupulous in the use of official money, human and other resources.
LES have a responsibility to care for and maintain High Commission property. The property of the High Commission is to be used for official purposes only and is to be used efficiently and effectively.
LES must not, in the course of their employment in the High Commission, provide false or misleading information in response to a request for information that is made for official purposes.
An employee is expected to:
• exercise reasonable care in giving written or oral information or advice; and
• take reasonable steps to ensure that the information provided is accurate.
Where there are doubts about the reliability of information this should be checked with a supervisor. Where the information being given is of an interim or conditional nature, this should be made clear.
An employee must not make improper use of inside information or the employee's duties, status, power or authority in order to gain, or seek to gain, a benefit or advantage for the employee, or for any other person, including the acceptance of gifts, sponsored travel, hospitality, accommodation, hire car costs and entertainment.
These restrictions also apply to the families of LES, where the gift or benefit is a direct result of the official duties of the employee.
Gifts or benefits generally should not be accepted. In cases where not accepting would cause offence to an extent that could adversely affect Australia's interests, a gift or benefit can only be accepted with the written approval of the High Commissioner or Consul General.
If in doubt about whether or not to accept a gift the matter should be discussed with the employee's A-based supervisor.
A bribe is a gift given or offers made with the intention of influencing an employee to take or not to take a specific action. The acceptance of a bribe will result in disciplinary action being taken against the employee.
Money must never be accepted as a gift.