Job Role : PRO Consul A2(l)
Main duties and responsibilities :
Provide professional and efficient Consular service
Provide accurate advice and assistance in a sensitive manner to British Nationals (BNs) and their families via face to face (pre-arranged meetings / walk-ins), telephone or email on a range of issues such as : detainees, including visiting police stations and prisons;
hospitalisations; dealing with bereaved families; child custody issues; missing persons; mental health; other sensitive cases such as rape, child abduction, forced marriage.
Maintain accurate and concise case records of services provided on consular databases.
Ensure all customer correspondence are replied to in a timely and efficient way, providing consistent, accurate information in accordance with FCO guidelines.
Be prepared to work out of hours, occasionally anti-social hours, as required.
Take part in the Embassy emergency planning and any response to a crisis affecting UK citizens.
Administering the appointment system.
Provide a range of counter services including notarial work and Emergency Travel Documents (ETDs), ensuring consistent customer service to BNs.
Collecting fees, cashing up, and other financial requirement.
Ensure deadlines for Returns and Management Information are met.
Prevention Communications and Outreach (10%)
Work with the Vice Consul based in Dubai to help deliver high quality local prevention and communications work, in close collaboration with the Post'
s Press / Communications Team and other senior stakeholders. Producing materials, using social media, and attending events.
Monitor changes in local procedures and practices, ensuring that all information and guidance for BNs reflects changes and is up to date, e.
g., service providers, lawyers list, travel advice, web pages.
Carry out other reasonable ad-hoc duties in support of the Consular function.
Participate in other Embassy committees and support corporate activities as appropriate.
Key competencies required :
Delivering at Pace - Focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes.
Working to agreed goals and activities and dealing with challenges in a responsive and constructive way.
Making Effective Decisions - Using sound judgement, evidence, and knowledge to provide accurate, expert and professional advice.
Showing clarity of thought, setting priorities, analysing, and using evidence to evaluate options before arriving at well-reasoned justifiable decisions.
Managing a Quality Service - Being organised to deliver service objectives and striving to improve the quality of service, taking account of diverse customer needs and requirements.
Effectively planning, organising, and managing time and activities to deliver a high quality and efficient service, applying programme and project management approaches to support service delivery.
Changing and Improving - Being responsive, innovative, and seeking out opportunities to create effective change. Being open to change, suggesting ideas for improvements to the way things are done and working in "smarter", more focused ways.
Essential qualifications, skills and experience
Consular work can sometimes be stressful and of a sensitive nature. The successful applicant will therefore be expected to demonstrate high levels of personal resilience and maintain absolute consular confidentiality and impartiality, keeping in line with the Foreign and Commonwealth Office (FCO) Consular Strategy, consular guidance and Customer Charter, business targets and local procedures.
Excellent customer care skills and the ability to respond to a range of customers' needs.
Good interpersonal skills.
A team player who is capable of working on their initiative and who is adaptable to changing priorities. Must be able to work and act without close supervision.
Fluent in English, both written and spoken.
IT literate, well versed in Microsoft Office applications and with accurate typing skills.
Desirable qualifications, skills and experience
Previous experience in a similar role or knowledge of working closely with prison, hospitals, or courts.
Arabic language skills, both written and spoken, desirable but not required.