AUSTRALIAN EMBASSY
BEIJING
VACANCY – Short Term Position – DFAT Client Services Manager, Consular & Administration, (Level 8), Australian Embassy Beijing
(Approximately 5-6 months until 31 May 2016)
The Department of Foreign Affairs and Trade is seeking expressions of interest from suitably qualified persons to fill the position of Client Services Manager on a temporary basis for five to six months, with the potential for further extension. The position will be offered at the LE8 level.
The Client Services Manager is a senior position which oversees management of the Client Services team (five staff and five drivers), to provide a variety of essential reception, administrative, and support services. The Client Services Manager must effectively coordinate a variety of administrative and logistical support functions for the Embassy across agencies.
The Client Services Manager must operate with a high degree of autonomy in their team management, while providing effective reporting and select issue escalation to more senior staff.
The Client Services team form an integral part of professional customer service to the Embassy’s clients and visitors as well as to those working in the mission itself. The successful candidate is required to manage, develop and train the team with a high degree of autonomy, and through their team, continue to provide first-rate service across a wide range of specialties.
Please see the attached for the duty statement and selection criteria. We are seeking high quality written applications. Your application should include a cover letter, CV and statement of claims directly addressing the selection criteria. All applicants should provide detailed contact information for two referees.
Applications will close on 11 December 2015, with the successful candidate starting soon after interviews are concluded (approximately late December/early January, depending on candidate availability).
Applications should be submitted to the Human Resources Section of the Australian Embassy, Beijing at: [email protected]
Please note that only applicants short-listed for interview will receive a written reply. If you have not received any communication from the Human Resources Section within four weeks after the close of application, please consider your application unsuccessful. Thank you for your understanding and your interest in working at the Australian Embassy.
Client Services Manager – Duties
1. Under limited direction and supervision, manage the day to day activities of the Client Services section. Manage the client service team through supervision, work prioritisation, delegation, monitoring workflows and resource management to meet identified corporate goals and objectives. Assist with recruitment, training and development of staff, including promotion of cross-sectional training. Train and assess staff in relation to job performance indicators, effectively managing performance issues and developing staff as required.
2. Organise Logistic Support for High Level Visits. Work with the Political and Economic Policy Team, the Research and Visits Unit, and other agencies as required to providing visit logistics, vehicle plans, driver and fleet arrangements, management of security access and liaison with local services, as well as other tasks as required in support of high level visits and delegations.
3. Manage the operation of the Embassy vehicle pool. Responsible for the effective management of the Embassy Motor Vehicle Fleet, including accurate maintenance of records, supervision of drivers, provision of operating information to Post Management, and ensuring Embassy policies and guidelines are observed. Contribution to development and implementation of policies associated with Embassy Motor Vehicle Fleet.
4. Manage the provision of reception services for Embassy visitors. Manage the reception service of the mission – supervision, assigning duties and responsibilities and training and developing staff. Via the reception team, ensure administration of security pass access is controlled and in accordance with security regulations. Ensure reception team are prompt, efficient and service orientated in completion of their work. Assist Post Management in reviewing and maintaining Embassy procedure and protocol as required.
5. Manage the operation of telephone and data services for the Embassy and Compound Apartments. Day-to-day management of the telephone system, including the provision of advice and assistance to staff in using the system, initial assessment, troubleshooting and rectification of telephone faults. Liaise with local telecom authorities, Embassy IT Section, RTO, GSC and PSA as relevant.
6. Provide diplomatic, international and local mail services. Manage delivery an associated logstics/paperwork required for the Embassy’s Diplomatic Mail, including mail preparation, packaging and documentation. Assist in dispatching and receiving Diplomatic Mail, undertake necessary liaison with the airport and contractors. Arrange for the pick-up of incoming local mail and ensure that it is correctly distributed on arrival, including re-directions when necessary.
7. Assist the Regional Security Advisor with Security Management of the Embassy
Liaise with the Security Guard Manager to oversee management of Embassy Security and effective security operations. Oversee the Security Guard Managers work in relation to facilitation of visitors, vehicles, and functions, including motorcade facilitation during high level visits. Follow up with Chinese Security and local police if there is any issue or need for information exchange.
Selection Criteria
A. Ability to manage a support service team committed to a high level of client service. Ability to lead, and motivate and develop staff. Ability to performance manage staff and constructively troubleshoot workflow issues for constant improvement.
B. Demonstrated organizational skills and the ability to manage projects, organize events and coordinate logistic support for major forums. Ability to prioritise high volumes of work and deliver outcomes to deadlines.
C. Well-developed interpersonal skills, including an ability to work effectively in a team environment. Demonstrated ability to be flexible, adapt to changing work constraints, show initiative and resourcefulness in solving problems/troubleshooting issues. Ability to liaise with staff at all levels within the mission.
D. An understanding of computer systems, PABX systems, and internet and telecommunication services and ability to apply this knowledge in the workplace to provide cost-effective services to the Embassy.
E. An understanding of the Australian Government legislative and operational context in which the administrative functions of a Diplomatic Mission are conducted would be desirable. Similarly, a working knowledge of Embassy Security systems, procedures and protocol would be desirable. A General understanding of security and emergency procedures is required.
F. Ability to communicate effectively orally and in writing in both English and Mandarin are essential. Good computer skills, particularly excel and word (database skills would be an advantage).