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The British Government is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow.
Job Category: Foreign and Commonwealth Office (Consular Roles)
Job Subcategory: Consular
Job Description (Roles and Responsibilities):
To provide a full range of consular services to British nationals in Norther Vietnam. To lead on complex casework and outreach activity and to manage and provide advice to the Pro-Consul based in Hanoi which may include organising/monitoring work flows, performance management, training and development, mentoring and coaching. The job holder will also work closely with their counterpart in Ho Chi Minh City to ensure a network approach to providing consular assistance across the whole of Vietnam.
The job-holder will be expected to consistently deliver customer services to a high professional standard with empathy, flexibility and resilience. This is a challenging but extremely rewarding job, which will allow the jobholder to improve management, customer service skills, gain experience of supporting people in difficult circumstances and work in an international English language environment.
The team works within a supportive Asia Pacific Consular region and works closely with colleagues to provide wellbeing and resilience to all consular staff.
Assistance provided is through modern and efficient consular services in line with the Foreign and Commonwealth Office (FCO) Consular Services Strategy, Consular Guidance and Customer Charter, local procedures, guidance and performance standards.
Roles and responsibilities / what will the jobholder be expected to achieve?
Providing consular assistance to British nationals who are travelling or resident in Vietnam by leading on high profile or complex cases (40%)
· Leading on complex/high profile cases or cases involving vulnerable British Nationals. Assistance work includes issues such as parental child abduction, mental illness, rape/sexual assault, missing persons; victims of serious crime; hospitalisations; potentially vulnerable arrests; media sensitive cases;
· Supporting and advising Pro Consul on assistance cases and working closely with consular colleagues in Ho Chi Minh City to ensure a one network approach to consular work is carried out.
· Visiting detained British nationals in police stations and prisons, explaining procedures and monitoring welfare, writing visit reports for family and taking follow-up action with the Korean authorities and London Consular teams as required;
· Providing consular assistance during crises;
· Ensuring the team meet all consular business targets and promptly recording assistance casework on CASEBOOK, the consular casework management system.
Staff management, Resource management, Personal Development (15%)
· Direct line management of one Pro Consul in Hanoi
· Carry out management checks of cashier duties and documentary services;
· Carry out monthly management information checks and producing statistics showing trends of types of assistance cases in Vietnam;
· Management and profiling of a section budget of approximately £5,000 for outreach and engagement work, ensuring both achieve a full spend within the financial year;
· Use the 70:20:10 model to focus own learning and development in line with Personal Development Plan.
Outreach to local authorities and partner organisations (15%)
· Liaison with central Ministries and local authorities; maintain and build a network of contacts with the Vietnamese authorities (e.g. Ministry of Foreign Affairs, Ministry of Justice, police stations, detention centres, prisons, hospitals, airports, immigration);
· Lead on planning the section’s prevention objectives and activities and monitoring progress throughout the year;
· Lead on outreach to partner organisations (embassies, NGOs, charities, churches and other civil society groups) to establish further sources of assistance for British nationals;
Provision of fee-bearing notarial and documentary services in line with Consular Guidance (10%)
· Oversee the provision of fee bearing services, ensuring they are conducted in line with policy and appropriate fees are taken;
· Approving Emergency Travel Documents (ETDs) to replace lost, stolen and expired passports;
· Oversight of Civil Partnerships, Same Sex Marriages and Citizenship Ceremonies.
Assistance with Post’s network crisis preparations/corporate contribution (20%)
· Provide support on: Consular crisis preparation ensuring consular elements of the crisis plan are up to date; organisation of crisis exercises; and support non-consular colleagues on the Crisis Hub platform (the Foreign and Commonwealth Office’s consular database for use in crisis);
· Contribute to the Embassy working environment by taking responsibility for an area of corporate delivery or change.