Who are we? 

The British Embassy Zagreb is the representative office of the UK Government in Croatia, representing British political, economic and consular interests in the country. The Embassy is headed by the Ambassador and we are an ambitious, engaged and motivated team that supports each other and does our best to develop and fulfil our potential. 

The British Embassy champions diversity both inside and outside the Embassy. We would welcome applications from any suitably qualified individual, whatever their gender, ethnicity, sexuality, disability or religion

Main purpose of job:

We are looking for a confident, customer‑focused Pro‑Consul to join the British Embassy in Zagreb on a temporary contract to cover maternity leave, expected to run at least until 15 April 2027. This role supports British nationals in Croatia, often in difficult or sensitive situations, and requires empathy, resilience, sound judgement, teamwork and strong problem‑solving skills.

You will deal regularly with members of the public, local authorities and colleagues in Croatia, the UK and across the Europe South Consular Network. Working closely with the Vice Consul, you will help build effective relationships with local partners to ensure timely and appropriate support for British visitors and residents in need.

The role is varied, demanding and rewarding, requiring flexibility and the ability to manage changing priorities while maintaining excellent customer service. Occasional travel and flexible working hours are required, including visits to hospitals or detention facilities. Very occasionally, out‑of‑hours support may be needed (with time off in lieu provided).

Consular work brings staff into contact with people experiencing distressing and/or traumatic situations. A high degree of personal resilience is required. We also have a wellbeing programme to ensure colleagues are supported through these potentially challenging situations. You will also be part of a network of colleagues who work together and provide support and guidance to each other.

Roles and responsibilities:

Consular assistance:

• Provide consular assistance in accordance with current guidelines including, but not limited to, visiting British nationals in hospital or prison, providing in-person or remote support following bereavement, child custody matters, sexual assault, and cases involving mental health issues. This may require short-notice travel within Croatia; 
• Develop and maintain positive relationships with local authorities (e.g. police, prison service, immigration, hospitals, and children’s services), key stakeholders (e.g. travel and tourism industry, support groups, NGOs) and other diplomatic missions.
• To support the Emergency Travel Document Centre by printing Emergency Travel Documents.
• To manage the online appointments booking system as well as perform administrative duties, including updating information on consular case management systems in a timely and efficient manner.
• Work with colleagues in British Embassies across the Balkans and Eastern Adriatic Consular Network, to provide resilience and share best practice.
• Provide out of hours assistance to (rare) emergency consular cases as appropriate (and for which an out of hours payment will be made).

Notarial and documentary services:

• To prepare paperwork for notarial and documentary services.
• To issue notarial documents for British Nationals in accordance with FCDO guidance.
• To take fees and be responsible for cashier duties.

Crisis preparedness and response:

• To assist with Embassy crisis preparation and response to large scale events
• To assist with crises which require a consular response e.g. possible deployment to the scene and support the Vice Consul.
• To actively participate in crisis training opportunities.

Our Ideal Candidate shows:

• Full professional proficiency in English and Croatian (written and spoken, minimum of C1 level for CEFR framework* or equivalent). 
• 3 or more years of relevant work experience in a customer-facing role or experience in Customer Service.
• Excellent customer care skills and the ability to response to a range of customers needs.
• Strong communication skills; both written and oral, including the ability to communicate at all levels.
•  Proactive, adaptable and the ability to work across small teams.
• Initiative, drive & determination with good problem-solving skills, sound judgement, common sense and the ability to remain calm under pressure.
• Proven ability to prioritise, effectively manage and execute multiple tasks.
• Comfortable using Office 365 applications (in particular Outlook and Teams).