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Visa Application Centre- Agent

Teleperformance


About Teleperformance

Teleperformance is the worldwide leader in Customer Experience management and Contact Centre business process outsourcing
The Company employs around 140,000 staff working in over 66 languages, across 300+ contact centres and operating
across all business sectors and all continents. Key clients include major international businesses such as AT&T, Vodafone
and Citibank, and key Government contracts include UK, France, Switzerland and Germany.
Teleperformance Contact and TLS Contact are Teleperformance businesses delivering major Government contracts managing Visa Applications and Visa Applications centres. In 2013 our business secured a new contract with the UK
Governments Visa and Immigration department managing two regions (EuroMed and Africa) for its NGOV project. This includes an annual visa application volume of 1.1m, spread across 82 countries and 109 locations, managing visa applications for any staff requiring visas to visit the United Kingdom.
The contract commenced a Transition phase in the Autumn of 2013, to both replace three incumbent service providers, and then runs for an initial five-year term starting 1 April 2014, with options to extend for up to a further 4 years. Services
will be delivered via an extensive network of permanent Visa Application Centres (or VACs), and a series of temporary centres (or TELs) in less busy locations.
The work of Teleperformance has been recognised through numerous awards and number one world rankings by industry analysts and experts. In 2013 this included our 20th Frost & Sullivan (Innovation and Leadership) award.
Our people represent the very soul of our culture. Our entire management team absolutely believes investing in our people is the way to both attain and sustain better performance. In our Teleperformance family, our people strategy is
a unique, major driver of our competitive advantage because employee satisfaction results in customer satisfaction, which is the main reason for our clients satisfaction.

Job Title: Visa Application Centre- Agent

Job Description

  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    The Visa Application Centre (VAC) Agent has responsibility for handling Visa Applications in accordance with Company processes. 
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Agents may alternatively be assigned to handling applications at one or more temporary application centres (TELs)

KPIs for the Role:

  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Meet/exceed agreed customer service metrics
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Meet/exceed agreed Visa Application handling metrics
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Continuous performance improvement against a dashboard of VAC and personal performance standards

Accountabilities

  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Staff Responsibility: This post has no management responsibility for direct reports
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Financial Responsibility: This post has no direct financial/budget accountability
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Facilities/Equipment: General office equipment and consumables only

Key Responsibilities

  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Handle day-today Visa Applications in compliance with Standard Operations Procedures –greeting customers, supporting completion and checking of applications, obtaining biometric data and other documentation
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Following an established and defined filing and administration process, guided by a computer-based system
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Ensure engagement with applicants provides a first-class service, and positive customer experience
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Flag to VAC Management/Supervision applications that may give rise to concern
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Handle customer complaints an assertively, and efficiently
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Handle problem customers assertively and diplomatically
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Support the provision of healthy and safe working environment through good personal and team practices
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Support VAC initiatives to support the ongoing improvement of business performance
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Support colleagues to develop and implement continuous improvement initiatives

Secondary Responsibilities

  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Support colleagues through advice and mentoring, and promoting best practice, sharing information and encouraging team spirit

Qualification and Requirements

Essential Requirements

  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Sound general education to higher secondary school level, including qualification(s) in Maths
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Robust knowledge of customer service techniques and principles
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Desirable Requirements
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    University graduate (or equivalent)

Experience

Essential Requirements

  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Demonstrable experience in a customer service role engaging direct with the public
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Working in a fast-paced and at times highly pressured environment
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Experience of working in a collaborative team environment
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Desirable Requirements
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Working within a Visa Application Centre
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Experience in a Public Sector / Government client working environment
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Experience of working abroad and/or in an international organisation

Aptitudes or Generic Skills

Essential Requirements

  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Competent technology skills in particular with MS Office
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Highly detail conscious and analytical
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Numerate
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Fluent in English, and with good written English communication skills with an ability to articulate complex situations into precise and easily understandable language
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Competent in the native language of the VAC location
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Desirable Requirements
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Fluency in the native language of the VAC location
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Fluency in other languages

Character or Behavioural Competencies

Essential Requirements

  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Excellent personal time management
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    A can do attitude and willingness to go the extra mile when required
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Strong team working capabilities and effective interpersonal skills
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Organised, able to cope effectively under pressure, and undertake many concurrent tasks
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Self-motivated
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Patient, professional and with a stable personality
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Assertive and adaptable
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Supportive of the Company Values of Integrity, Respect, Professionalism, Innovation and Commitment
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Desirable Requirements
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Demonstrate potential to move into a Supervisor or Management role within the medium term - 18-36 months

Circumstances

Essential Requirements

  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Within easy commuting distance of the VAC location
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Available Monday to Friday
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Available to work extended hours from time to time, and at short notice
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Able to demonstrate a clean criminal record, in accordance with the vetting/declaration process of the base country location
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Desirable Requirements
  • Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw
    Able to travel, and for TEL roles extensively and potentially internationally


Zm9yd2FyZGluZ19pcCA9IDU0LjkwLjE1Ni4xMDAscmVtb3RlX2FkZHJlc3MgPSA1NC45MC4xNTYuMTAw


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