Customs Export Support Advisor

3 weeks ago

London, United Kingdom Department for International Trade Full time

**Details**:
**Reference number**:

- 254558**Salary**:

- £28,070 - £35,557- National: £28,070-£31,824; London: £31,804-£35,557**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Business area**:

- DIT - DGET: DG Exports and UK Trade**Type of role**:

- Contact Centre
- International Trade**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Darlington, London, ManchesterAbout the job

**Job summary**:
The Export Support Service (ESS) sits at the heart of DIT’s Export Strategy and is the front door for companies to engage with the Department. It is an exciting time to join the team as the service was stood up in 2021 and is now transforming its offering to better meet the needs of UK exporters.

The ESS Service Delivery Centre, where you will be working, runs a digital enquiry and callback service to exporters for the Department. It is the first point of contact for UK businesses, especially small and medium sized enterprises (SMEs) to get responses to questions about exporting their goods or services to customers in Europe, Eastern Europe and Central Asia with plans to have a global offering by March 2023. The team also works alongside the International Markets Service (IM) which helps high export potential businesses enter new markets.

In this role, you will be part of the Digital Enquiry Service (DES) and Callback Team. This team fields, triages and answers questions via an online form from UK businesses from all sectors and regions on their exporting issues such as customs and taxes, documentation and licensing, and accessing new markets. The team directs traders to relevant advice on gov.uk, answers the questions, or further escalates the issues to other parts of DIT (regional, overseas and sector teams) or other government departments. The role will provide a great opportunity to use and increase your export knowledge.

**Job description**:

- Handle incoming digital enquiries via gov.uk from traders on a wide range of business issues - triaging the issues for sector, region and urgency.
- Prepare accurate, high quality written replies to these enquiries based on information from DIT and/or other sources such as other government departments. This particular role is looking for knowledge and expertise in customs procedures.
- Link traders with other parts of the ESS offering which may be of relevance (such as the Export Academy, International Markets and the UK Tradeshow Programme), different parts of DIT or other government departments.
- Speak directly with companies on the phone to further clarify answers for the trader or to gather more information about an enquiry.
- Continuously improve the quality of the service by working alongside the customer insight and quality assurance colleagues to deliver the best advice for exporters.
- Undertake continuous professional development across operational delivery, customer service and trade knowledge, to improve the service you provide to customers.

**Hybrid working**

Please be aware that this role can only be worked from within the UK and not overseas.

Informal hybrid working arrangements will be available as agreed with the vacancy manager and in line with the requirements of the role.

Most DIT employees will be working a hybrid pattern, spending 2-3 days a week (pro rata) in an office, on average. If your office location is London, you will be eligible to receive London weighting.

**Person specification**:
**Essential Criteria**
- A focus on customer service and delivery, with excellent oral and written skills.
- Experience with customs procedures either working directly in that area for a business, trade association or other relevant organisation.
- A recognised trade qualification (such as from the Institute of Export and International Trade) or at least experience supporting businesses in a relevant organisation - demonstrating a good understanding of the challenges facing UK companies exporting around the world.

**Desirable Criteria**
- A knowledge of customer-facing technology products such as ticketing systems.

**Personal Attributes & Skills**
- You will have a strong customer service background, showing empathy for traders’ issues.
- You will be proactive and positive in dealing with clients and enjoy looking for answers that might take some time to unearth in other parts of DIT or across government.

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

- Managing a Quality Service
- Working Together
- Changing and Improving

**Benefits**:

- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

Things you need to know

**Selection process details**:

- This vacancy is using Su

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