Who are we? 

The British Embassy in Madrid  is part of a global network representing British political, economic and consular interests overseas and is now recruiting for an Emergency Travel Document Caseworker position at the Emergency Travel Document (ETD) Centre in Madrid.

Supporting British nationals overseas during times of need and responding rapidly to crises are core priorities for the FCDO. Consular and crisis work is central to this mission and represents one of the primary ways the public engages with the organisation. These roles are widely regarded as both challenging and rewarding, reflected in consistently high staff engagement scores across Consular services.

The Consular Directorate is a diverse and supportive environment that values learning, development, and flexible working. We encourage innovation and welcome experience from outside the FCDO. As priorities evolve, there may be opportunities to adapt the role to support both operational needs and individual development. Staff wellbeing is a key priority, with access to independent support and regular wellbeing check-ins for public-facing roles.

The Consular Services Policy Team (CSPT) supports consular staff in the UK and across the global network to deliver high-quality Notarial, Document, and Emergency Travel services. The team provides expert policy advice on complex Emergency Travel Document (ETD) and notarial casework and oversees key operational aspects of Emergency Travel Services, including ETD and Emergency Passport stock management. CSPT also provides policy oversight of the Legalisation Offices at Hanslope Park and Consular Service of Process Overseas.

This role offers the opportunity to join a fast-paced, geographically dispersed team comprising a Team Leader, two Deputy Team Leaders, and five caseworkers based across the UK and Madrid.

The position is a temporary role of approximately 6 months to support increased demand during the summer surge, including anticipated pressures linked to upcoming international sporting events.

Main purpose of job:

The postholder will be part of a team responsible for ETD policy and complex operational casework within CSPT. ETDs are a critical consular service, with approximately 30,000 issued globally each year. Since May 2021, all ETDs have been processed through three regional hubs in Madrid, Singapore, and Mexico City.

The role focuses on managing First Time Applicant (FTA) ETD applications, including assessing eligibility, conducting nationality determinations, and advising ETD processing centres on citizenship status. Full nationality training will be provided, and prior experience is not required.

The successful candidate will work closely with consular officers, internal teams, and external stakeholders to deliver high-quality services, contribute to team objectives, and support ongoing digitisation initiatives, with full support from CSPT senior leadership.

Roles and responsibilities: 

This role requires a highly organised individual with strong attention to detail and the ability to work effectively in a fast paced operational environment. The postholder will be responsible for:

• Reviewing complex Emergency Travel Document (ETD) cases and providing clear, timely policy advice and guidance to consular staff in the UK and overseas, including liaison with specialist advisers such as legal, social work, humanitarian and HMPO policy colleagues where appropriate.
• Leading on the review of all First Time Applicant (FTA) ETD applications to assess eligibility against the exceptional circumstances criteria set out in guidance.
• Conducting nationality determinations for FTAs where required.
• Supporting the management of shared ETD and FTA mailboxes, ensuring accurate and consistent policy advice is provided.
  

Don’t miss out on this fantastic opportunity!

Our Ideal Candidate shows: 

• Full professional proficiency in English at a minimum of C1 level according to CEFR*.
• Experience working in a fast paced, customer focused working environment (2-3 years).
• Proficiency in MS Office 365 Applications.
• Knowledge and understanding of Consular Services and/or consular casework experience.
• Experience of policy development.
• Experience of operational delivery.
• Strong organisational skills, with the ability to prioritise effectively.
• Proven ability to work at pace, manage pressure, and meet tight deadlines.
• Clear and effective communication skills, both written and verbal.
• Ability to build and maintain productive working relationships.
• Sound awareness of risk and the ability to apply appropriate judgement.
• High level of attention to detail.
• Ability to understand the wider context and communicate key messages clearly.