Asia-Pacific Exports Hub Support Officer, AO (British Consulate General)

Grade: Administrative Officer (AO)

Type of Position: Full-time, Fixed term, with possibility of renewal

Working hours per week: 39.5

Region: Asia Pacific

Country/Territory: Vietnam

Location (City): Ho Chi Minh City

Type of Post: British Consulate General

Salary: VND 28,144,748

Start Date: 3 July 2023

Application deadline: 16 May 2023

Main purpose of job:

The Export Support Services (ESS) – the UK’s trade support services programme ensures the delivery of a quality service to up 5,000 small and medium sized businesses looking to export overseas each year. As part of the ESS global offer, regional hub teams guide SMEs looking to export to APAC (Asia Pacific region) to raise an enquiry and through the service. The APAC EISS Hub will manage onward referral of enquiries to over 14 markets across APAC.

Roles and responsibilities:

The primary focus of this role is to lead on initial triage, define, allocation, and response to enquiries from UK companies looking to export to Asia-Pacific, supporting market experts to manage the pipeline of enquiries in a timely and efficient manner and support the team in meeting KPIs for each enquiry for timeliness and quality.

Alongside the core Hub triage function, this role will also support ESS senior management with administrative tasks and diary management.

Hub Operations

  • Record, allocate, track and report all SME approaches, and ensure all enquiries are entered into internal systems in an accurate and timely fashion to enable meaningful data analysis.
  • Manage administrative tasks of the hub, including record keeping, data management, and process monitoring, to ensure timely progress of enquiries, drawing on templates and guidance and supporting Hub Managers. These roles will also monitor budget use of EISS, and keep track of spend, forecasts, charging codes, etc.
  • Provide resolutions to simple enquiries based on templates and set guidance, managing customer expectations of service, and escalate handling of enquiries and engagement with UK companies to Hub Managers as needed.
  • Provide post-service engagement including issuing surveys of customers’ experiences.
Reporting and Admin

  • Prepare documentation and data to support internal DIT APAC reporting tools including devising metrics and compiling reports.
  • Lead on submission and entry into DIT digital channels, both internal such as datahub, and external (i.e. export opportunities site) - following guidance and best practice from Department for International Trade headquarters.
  • Complete admin tasks on behalf of Operations and Performance Manager (i.e. setting up regular calls and meetings and producing internal monitoring materials) for EISS APAC team.
ESS Asia-Pacific Management Support 

  • Manage diaries and schedule meetings for Head of Exports for Asia-Pacific and ESS Regional Manager
  • Support Head of Exports for Asia-Pacific and ESS Regional Manager with travel bookings and regional visits in line with FCDO processes and guidance
  • Support Head of Exports for Asia-Pacific and ESS Regional Manager with business expenses, budgeting, and other administrative task in line with FCDO processes and guidance

Essential qualifications, skills and experience

  • Strong English language reading and writing ability
  • Strong interpersonal and customer service skills
  • Flexible and able to adapt to work in a start-up work environment
  •  Ability to work under pressure and to tight deadlines
  • Experience working in a regional role, preferably in APAC, is preferred.
  • Detail-oriented and organized
  • Handling data, reporting and analysis

Desirable qualifications, skills and experience

  • Experience in regional roles
  • Another language relevant to Asia-Pacific region, such as Chinese, Japanese, Vietnamese, Thai, Malay, Tagalog, etc.

Required behaviours

Making Effective Decisions, Managing a Quality Service, Delivering at Pace

Other benefits and conditions of employment

This position is being advertised as a full-time, fixed-term role with possibility of renewal in Ho Chi Minh City.

Learning and development opportunities (and any specific training courses to be completed):

The Foreign, Commonwealth and Development Office is committed to developing its staff. There will be opportunities for formal training alongside collaborating with a wide range of colleagues delivering on-the-job learning.

  • Working in a diplomatic mission
  • International policy skills course
  • UK Diplomatic Academy foundation learning
  • Regional and London-based formal learning opportunities
Employment offers are subject to successful clearance of pre-employment and security checks. Staff who are locally recruited by the British Embassy are subject to Terms and Conditions of Service according to local employment law.

No accommodation or relocation expenses are payable in connection with this position. Visa sponsorship may be possible for non-Vietnamese nationals if meet local requirements.

Employees who are not liable to pay local income tax on their Mission salary may have their salaries reduced by the equivalent local income tax amount.

Disabled and ethnic minority applicants will be invited to interviews if meeting the minimum requirement of the job.

Working patterns:

This is a full-time post with 39.5 of working hours per week. The Consulate would be willing to discuss flexible working options.

Additional information

All applications must be received before 23:55 (Local Vietnam Time) on the day of the deadline indicated above.

Please be aware that the deadline for submitting applications is considered to be the time zone for the country where the vacancy has arisen.

All applicants are required to mandatorily fill the online application form completely including the employment and educational details, experience, professional skills and behaviour-based questions. We will be thoroughly reviewing the applications and incomplete form in any respect may not be considered while shortlisting for the  next stage.

Only shortlisted candidates for interview will be contacted. Interviewees will be assessed on the core behaviours/qualifications listed above. Unsuccessful candidates will be notified via the system in due time. Appointable candidates who were unsuccessful may be placed on a ‘reserve list’.  If during the reserve period of 6 months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate”.

Please check the application centre regularly for any update on your application.

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