Traveller and Carrier Support Operator at European Travel Information and Authorisation System (ETIAS), FRONTEX

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Employer: Frontex
  • Customer Support - Client Service
  • Public Relations
  • Tourism
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Iasi
  • Abroad
  • nationwide
    Updated at: 15.03.2021

    Traveller and Carrier Support Operator at European Travel Information and Authorisation System (ETIAS), FRONTEX
    Function group / Grade: Contract Staff, FGIV, grades 13, 14 and 16
    Location: Warsaw, Poland
    Starting date: As from June 2021 (estimated)
    Level of Security Clearance: CONFIDENTIEL UE/EU CONFIDENTIAL
    Closing date for applications (MIDDAY) 15 February 2021 at 12:00 h, Warsaw local time

    Around 1.4 billion people from 60 countries worldwide can currently benefit from visa-free travel to the European Union. With the ever-increasing number of travellers, the biggest challenge for border authorities in the EU is to ensure smooth movement of legitimate travellers, while detecting any illegal activity at the borders.

    This is why the EU set up the European Travel Information and Authorisation System (ETIAS), dedicated to the non-EU travellers who are exempt from the visa requirement. ETIAS will help verify the applications of the travellers coming from those countries to assess whether they are entitled to enter the Schengen Area.

    ETIAS will contribute to optimise border control procedures on arrival, shortening the time needed to cross the Union’s borders. It will strengthen border management, reinforce the EU visa liberalisation policy and help prevent illegal immigration. It will also contribute to the fight against terrorism and organised crime. Currently, ETIAS is in the development phase and is expected to become operational at the end of 2022. The next two years will be crucial for the creation of this system.

    ETIAS-related entities at Frontex are the ETIAS and Interoperability Task Force and the ETIAS Central Unit.

    Assistance Centre Unit
    This job post will be part of the ETIAS Centre Unit Division, under the Assistance Centre Unit. The mission and main task of the Assistance Centre Unit is to provide assistance to travellers and carriers. The Unit will support
    a) the requests related to the application process for the ETIAS authorisation, addressed directly to the ETIAS Central Unit by travellers who encounter problems when filling-in the application form and request assistance;

    b) the carriers in the handling of operational issues that result from their obligations to consult the EES, VIS and ETIAS and will keep FAQ and the general information to carriers up to date. The Unit will be reachable 24/7 by e-mail and web-form. There will be also a dedicated phone line for urgent cases. The Unit will also be responsible for any other tasks that might be assigned to it during the practical implementation of the ETIAS Central Unit.

    Traveller and Carrier Support Operator Duties
    During the development phase [only applicable to the operators of the Traveller and Carrier Support Service joining the ETIAS Central Unit before the entry into operation of the Entry and Exit System (EES)]
    Support the ETIAS project in Frontex by:
    - contributing to the development and documentation of the information related to the support of the travellers and the carriers and the handling of the operational incidents and service requests addressed by the carriers;
    - supporting the specifications, testing and refinement of the tools for the management of the incidents and service requests;
    - producing statistics, reviews and data analysis and ad-hoc reports, as requested by the supervisor;
    - supporting and contributing to the development and continuous improvement of the internal processes and procedures.
    - contributing to the preparation of the information relevant to the carriers and the travellers.

    After the respective entry into operation of the EES and ETIAS
    Perform the following main tasks within the Traveller and Carrier Support Service:
    - to process the carriers’ requests for support on operational issues that might emerge in relation to consultation of the EES and ETIAS systems, to assess them, to take the appropriate action and to update the information in the ticketing system;
    - to dispatch notifications to the relevant external stakeholders (National Units, eu-LISA, carriers, etc.) on issues affecting the good functioning of the ETIAS Central System, the Member States systems and the carrier systems in case of general technical problems;
    - to contribute to the integration of new staff members, by coaching and advising.

    Only after the entry into operation of ETIAS:
    - to support the travellers facing difficulties while filling in their applications asking for support:
    - to transfer the requests made by the data subjects for access to personal information stored in the ETIAS Central System to the responsible entity.

    Professional competences
    The applicant will be required to demonstrate that he/she has:
    1. At least two years of professional experience in the use of IT systems, dealing with case and incident and/or problem management;
    2. At least one year of professional experience as an operator in customer/service support services (preferably in the travel industry in the area of verification of documents and travel conditions) or as an operator performing checks at the first and/or second line of border controls;
    3. Readiness to work in shifts covering 24/7;
    4. Proficiency in English at least at the level of B2 according to the Common European Framework of Reference for Languages);
    Besides, the following attributes would be considered advantageous:
    5. Working Experience in a Call Centre or a Service Centre;
    6. Experience of working in a multicultural environment, preferably in another EU Institution;
    7. Knowledge of additional language next to the mother tongue and to English language(s);
    8. Knowledge of EU border management legal framework.

    Personal qualities and competences
    9. Experience of at least one year in guiding, advising and coaching new colleagues;
    10. Good communication skills, team-work approach and flexible service-oriented attitude;
    11. Punctuality and high level of accuracy and attention to detail;
    12. Good problem-solving and conflict-resolution skills with a strong sense of initiative and responsibility;
    13. Ability to respect the confidentiality of work matters and to quickly grasp sensitive issues and to inform line managers accordingly;
    14. Good organisational and coordination skills.

    Click here to open the application form.