View Vacancy – Consular Officer

Main purpose of job:

As part of the Americas Consular Team, the Consular Officer will be expected to deliver a high quality consular service to British nationals in Chile and to provide effective support to ensure the smooth running of the Consular Section according to best practice.

The Consular Officer is the first point of contact for consular customers, and will be expected to deliver professional and efficient consular services to all customers. This includes issuing Emergency Travel Documents and some notary services required by the Chilean authorities (namely affirmations for marriage), as well as working on assistance cases. These include, but are not limited to, supporting the most vulnerable British nationals who may have been the victim of crime (including those who may have been raped or sexually assaulted); hospitalised; have been arrested or detained in Chile; or require additional support due to mental health needs. The main purpose of the role is to ensure delivery of professional and high quality services in line with FCO guidance.

The Consular Officer will work very closely with the Vice Consul and Head of Consular Section, and senior management. The role involves extensive interaction with the public, with local, regional and UK authorities, with colleagues across the consular network in Chile, the Americas and London, and with external stakeholders such as the prison service, Fiscalía, PDI and Carabineros. They will also provide support to a number of voluntary Honorary Consuls and Consular Agents across Chile.

Roles and responsibilities / what will the jobholder be expected to achieve?

• Consular Assistance: Providing consular assistance to British & other entitled nationals within current guidelines this could include:
  • Visiting British nationals in hospital or in jail, and providing support to family members following bereavement, dealing with funeral directors and Legal Medical Service, a child abduction or custody matter, providing advice and assistance following a rape or sexual assault or any victims of crime and supporting customers with mental health needs.
  • Take ownership of the public counter, arranging and confirming appointments, answering enquiries, and act as the initial point of contact with Consular Contact Centres in Ottawa and Malaga.
  • Keeping the Vice Consul informed of developments in cases. Informing the CROM/CRD of high profile/complex cases.
  • Maintain up-to-date and detailed case notes on the case management system. Ensure that Consular Business Targets (CBT’s) for all cases are met.
  • Exceptionally, participating in call out arrangements for emergency cases out of hours when our Global Response Centre in London requests local support.
  • Issuing Emergency Travel Documents and providing notarial and other documentary services.
  • Arranging ceremonies for same sex marriages and British Citizenship.
  • Responding to customers written and face-to-face enquiries. Arranging appointments and managing the electronic appointments calendar.
  • Undertake the reconciliation of fees in line with Embassy and Consular guidance.
  • Ensure the public facing areas are maintained and updated in line with consular guidance.
  • Maintain close links with local authorities including, but not limited to, law enforcement, correctional facilities, hospitals, morgues and mental health facilities. In consultation with the Vice Consul, undertake outreach visits to different areas of Chile to build and maintain contact network.
  • Perform other duties as assigned.
• Consular Prevention:
  • Assist the Head of Section in the delivery of the prevention programme in Santiago. To advise and inform internal and external stakeholders on our wider consular priorities. Managing updating the consular database of contacts in Santiago and the Regions, as well as identifying new contacts and stakeholders.
  • Contribute to the team’s prevention objectives to ensure we are providing targeted and accurate information to British nationals to prevent them for getting into difficulties, where this is possible.
• Consular Crisis:
  • Working with the Head of Section on the consular elements of Post’s Consular Management Plan, to ensure effective preparation, response and recovery in the event of a crisis.
  • Assist Vice Consul in up-dating Crisis Management Plan (CMP) with accurate staff details, up-to-date service providers.
• Regional Responsibilities:
  • The Consular team in Chile is part of the Americas Consular Network; as such there is the opportunity to provide regional resilience in Posts within the Network.
  • Work with the Vice Consul and colleagues in the Americas network by contributing to discussions to help shape the development and application of consular policy and to share best practice.
• Training and Corporate Activities:
  • Participating in training courses and regional conferences, e-learning, and self-development. Represent consular section at Embassy meetings and attendance at other corporate activities if required; Play an active role in the Embassy’s corporate agenda.
    In the absence of the Vice Consul, represent the British government at consular related events, including some public speaking duties.
  • Work with the Vice Consul to ensure that the Honorary Consuls, and other colleagues, occasionally conducting consular work, are trained and supported to deliver appropriate assistance.

Resources managed (staff and expenditure):

Consular fees and funds

• The successful candidate must have 3+ years of relevant work experience (to include working with the public).
• A relevant Bachelor’s Degree, or equivalent experience in a relevant field, is required.
• Proven track record of excellent communication skills, both oral and written, including the ability to communicate at all levels.
• Ability to handle personal issues/information and deal with staff and clients in a friendly and sensitive manner.
• Consular work can be demanding. The successful candidate must have a high degree of personal resilience and empathy.
• Proven ability to prioritise, effectively manage and carry out multiple tasks in a fast-paced work environment working largely unsupervised, delivering to deadlines and agreed targets.
• Excellent spoken and written Spanish and English.
• Proven ability to demonstrate initiative and determination.
• The ability to work efficiently, accurately and calmly under pressure.
• Working knowledge of Microsoft Office.
• The successful candidate must also be available to attend a 1-week training course in the UK within the first 3 to 6 months of employment.