Srr/ Srj

Job Description (Roles and Responsibilities) 1

The British Embassy in Saudi Arabia has a vacancy for Visa Outreach Officer, job grade Higher Executive Officer (HEO), under UK Visas and Immigration (UKVI). This is for a fixed term contract for two (2) years, with a possibility of renewal.

The jobholder’s key responsibilities will be:

- ** VAC & SELT auditing and assurance**:Providing ‘on-the-ground’ assurance for Supplier Relationship Services (SRS) of the quality of customer experience and integrity of operations in local Visa Application Centres (VAC) and Secure English Language Testing (SELT) Centres, including through regular ad-hoc visits, formal audits and gathering local intelligence from stakeholders.
- ** Customer and Market Insight**: Collecting and reporting market insight and customer intelligence to Service Line Leads & Managers, SRS, and Customer Insight Teams, driving continuous improvement of the UK visa service and our customer offer, including identifying opportunities for change and innovation.

The jobholder may be based in either Riyadh or Jeddah, with an expectation of regional travel to the alternative post and other Gulf countries as per work demands.

**Duties and responsibilities**:

- Be the first point of contact on visa issues for colleagues in FCDO/ Partners Across Government (PAG) and key stakeholders across the GCC, answering queries on visa policy and process, and providing support for HMG-referred high value/ compassionate visa enquiries, liaising with Head of Region (HOR)/ Head of International Network (HON) as appropriate.
- Anticipate and escalate any emerging risks/ concerns in customer experience to HOR/ HON so these can be addressed, mitigated, and managed quickly.
- Build and develop a network of key PAGs and travel and industry stakeholders in your region, and use these networks to disseminate key communications messages on UKVI’s latest policies and requirements, delivering presentations/ messages/ Q&As based on the needs of different audiences/ events, including in local languages.
- Work closely with your Regional Communications Manager in the UK and with HMG Mission’s Communications Team at the Embassy/ Consulate General to deliver visa messages and campaigns in your countries, including ensuring messaging is effectively tailored for market. This will include communications delivery around the rollout of Electronic Travel Authorisation (ETA), e-visas, and other Future Border and Immigration System (FBIS) programmes.
- Develop and deliver an annual engagement plan in conjunction with DBT, Visit Britain, and British Council (Study UK) to identify key audiences and messages and setting targets on reach.
- Deliver visa upskilling training to HMG partners on the UK visa process, enabling them to deliver key messages and to signpost to information on gov.uk website.
- Work with DBT locally and with Service Line Managers in the UK to identify and invite businesses to join the Global Partnership Programme and pilots of our new products and services.
- Work with the Head of International Network to develop local approach to additional revenue generation overseas, including ‘paid-for’ and/ or premium Outreach services for businesses and PAGs.
- Manage the Outreach Network inbox, replying to queries from HMG, businesses, and governments within 24 hours.
- Support customer service improvements by identifying opportunities to change/ improve our service and work with UK teams to deliver customer service initiatives.
- Support the Regional Assurance and Integrity Lead with integrity audits as required, including VAC inspections and SELT inspections, and assist in supporting delivery of any commercial partner changes under Visa and Citizenship Application Services (VCAS).
- Develop expertise in your designated specialist visa routes (e.g., Business, Education, or Visit) and offer upskilling and training to others in the Outreach Network on these routes.

The above list is not exhaustive and the jobholder will be required to be flexible and take on other ad hoc tasks as required, including participating in the Embassy’s/ Consulate General’s emergency planning and any other response to a crisis affecting UK citizens.

**Key behaviours required**:

- Working Together - Form effective partnerships and relationships with people both internally and externally, from a range of diverse backgrounds, sharing information, resources and support.
- Seeing the Big Picture - Understand how your role fits with and supports organisational objectives. Recognise the wider Civil Service priorities and ensure work is in the national interest.
- Changing and Improving - Seek out opportunities to create effective change and suggest innovative ideas for improvement. Review ways of working, including seeking and providing feedback.
- Communicating and Influencing - Communicate purpose and direction with clarity, integrity and enthusiasm. Respect the needs, responses and opinions of