Help Desk Officer

Found in: Talent UK 2 C2 - 2 weeks ago

Salford, United Kingdom UK Civil Service Full time

Job summary

Export Control Joint Unit (ECJU) is part of the Trading Systems Directorate. We bring together operational and policy expertise from DIT with advisory teams from Ministry of Defence and the Foreign, Commonwealth and Development Office. Our mission is to promote global security through strategic export controls and to facilitate responsible exports.�

ECJU is an integral part of the export control system, with a core function of considering applications for export licences. We regulate military and other sensitive exports and dual-use items (goods, software, technology, documents, and diagrams which can be used for both civil and military applications). This is done through a licensing system, ensuring UK exports are consistent with the UK�s national and international obligations and standards.�

The ECJU Helpdesk Team is responsible for acting as industry�s point of contact for export control enquiries via a helpline and an email in box. They also currently assist in the processing of export licence applications, ensuring they are processed accurately and efficiently, and that they are routed to the correct specialists within ECJU.�

Job description

This role will be a part of our Help Desk team whose primary responsibilities are outlined in this job description, however as we are in a period of transition to our new licencing platform will primarily be supporting both internal and external users with this.��

You will do this by working closely with the project team and operational teams to triage system support queries. You will need to develop a good understanding of the licencing process to aid you in this as well as having a good understanding of the development process.��

You will contribute to aiding in the onboarding of new exporters to the LITE system.��

This role will aid in the transition to a business-as-usual function along with the other members of help desk.��

You will have daily contact with exporters both by telephone and in writing.

You will need to have confident telephone manner and good written skills.

You must be able to communicate with a variety of stakeholders in different ways depending on the situation.�

You will have regular contact with colleagues throughout ECJU. This role requires the effective management of information provided by exporters, finding the right information from ECJU colleagues to respond to exporter queries and drafting sometimes detailed written responses to incoming queries.�

You will need to be able to analyse documents and decide whether they have been completed to the required standard or if they should be returned for amendments and for further information to be added.�

The work in this job role requires you to develop a good understanding of UK export controls.

Sometimes, you may need to deliver a short presentation to exporters about making export licence applications.�

You will need to be able to judge the needs of business as outlined in DBT�s� objectives alongside our role as part of a regulatory arm of Government. You will also need to deal with difficult situations such as exporters wanting decisions before they are ready to be made.�

You will need to demonstrate effective time management and prioritisation skills to complete your work to meet our targets. You will also be required to undertake work on ECJU�s databases, to help exporters with their Open Licence Returns if they are having difficulty submitting their responses and will also help with processing Denial Notifications Checks quickly and accurately on receipt, to help meet the ECJU target turnaround times.�

There are no Line Management responsibilities attached to this role.�

Person specification

Essential criteria�

Experience of dealing with external customers in industry.�Experience of dealing with written correspondence and managing a busy email box.�Being fully IT literate.Experience of working on a telephone helpline.�

Desirable criteria�

Experience in working in a client facing environment.�Knowledge of export related content and information.�Has a strong interest in promoting trade and business growth within the UK.�

Behaviours

We'll assess you against these behaviours during the selection process:

Changing and ImprovingManaging a Quality ServiceWorking Together

Benefits

Alongside your salary of �27,329, Department for Business and Trade contributes �7,378 towards you being a member of the Civil Service Defined Benefit Pension scheme. Learning and development tailored to your roleAn environment with flexible working optionsA culture encouraging inclusion and diversityA with an average employer contribution of 27%

We recognise the challenges that people with (multiple) protected characteristics may experience on the job market and in their career progression. We are fully committed to being an inclusive employer and ensuring equal opportunities. We are keen to make our workforce as diverse as possible, and we hope to attract applications from underrepresented groups, including ethnic minorities, people with a disability, and people with gender diverse identities

Please refer to the attached candidate pack for further information on our benefits.

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