About the job

Summary

The UKEF Export Finance Manager (EFM) Division is expanding in order to meet new departmental targets. The Division which owns one of the key front-line roles in the Department’s operational workflow, is centralising and developing the existing UKEF helpline service and implementing an insightful Market Research and Analysis provision to Export Finance Managers across the UK.

Job description

This EO role is primarily tasked with the day-to-day support of the Helpdesk and Lead Generation/Management Information (MI) activities within the Operations Team in Trade Finance Division. We are looking for self-driven, organised, inquisitive individuals who can demonstrate that they:

• Have the ability to quickly develop successful relationships with key stakeholders.

• Are a strong team-player with a friendly manner and objectives-focused approach.

• Are capable of initiating and contributing to projects that enhance customer service intelligently.

• Have a willingness to learn and an active interest in expanding their knowledge of areas related to their role and Department.

• Are capable of balancing competing deadlines and priorities.

• Are proficient in using ICT skills and have an appropriate level of experience in using Microsoft and Adobe software.

• Have experience of working with large amounts of data and advanced software packages.

• Are interested in working for UK Export Finance and within Central Government.

• We would expect successful candidates to operate in a flexible, agile way to deliver a high quality service to its customers and stakeholders in line with the Department's Operational Plan and UKEF's mission to ensure no viable UK export fails for lack of finance or insurance, while operating at no net cost to the taxpayer.

Responsibilities

To assist Division business managers with Helpline; Lead Generation and Management Information

tasks, within the limits of responsibility and skillset of the role:

• Ensuring calls made to the Helpline, by UK businesses and other customers, are answered promptly, professionally, and carefully, ensuring the message of UKEF as a Government Department is understood and that information is relayed cautiously.

• Ensure a high-quality service is maintained during operational hours, by adhering to agreed rotas and

demonstrating a professional manner throughout.

• Escalate to the Helpdesk lead any controversial calls or email queries received.

• Provide support to Marketing & Communications and Export Finance Managers in respect of Lead Generation arising from campaigns, events and supplier fairs

• Liaise with the Export Finance Managers on all leads generated and ensure required details are logged on the relevant customer relationship management databases, for example, Salesforce.

• Proactively analyse market trends and existing export news and information available in order to generate lists of potential demand for UK exports; potential supply to businesses overseas.

• Record activity dealt with in; Salesforce (by checking or entering verified company details) or in the Department's Activity log (for Ml & Analytics reports or high-end analysis towards Lead Generation)

• Follow guidelines and advice provided by stakeholders and other branches of the Department such as Legal, Underwriting Policy and Products, Marketing and Project Management Office.

• Evaluate activity levels and plan ahead of demand, informing the Helpdesk lead and Head of Operations of rising demand over capacity or delayed backlogs.

• Liaising with quality, audit and change management teams as required.

This list is not exhaustive; you may be required to carry out additional duties according to business need.

Qualifications

• Degree qualification or demonstrable professional experience.

• Willing to undertake the Diploma in International Trade via the Institute of Export within the first two years of employment.

Behaviours

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

• Changing and Improving
• Making Effective Decisions
• Managing a Quality Service
• Communicating and Influencing
• Working Together

Technical skills

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

• Technical – In-Tray type exercise (details of which will be provided nearer the time).