Who are we?

Poland is an important partner for the UK. The British Embassy Warsaw works to develop relations between all parts of Poland and all parts of the UK. Our work covers the breadth of the bilateral relationship, including political, commercial, security and economic issues of interest to both the UK and Poland, which we deliver under the framework of a Country Business Plan setting out key objectives. Roles and responsibilities might evolve, in line with the Country Business Plan. 

We are seeking a dynamic and customer-oriented Pro Consul join an experienced, busy consular team, providing consular assistance to British Nationals in Poland.

Main purpose of the job:

The main function of the role is to provide a high level of consular assistance and support to British Nationals in Poland, with special attention on the most vulnerable. The role will also require delivering documentary and notarial services. The successful candidate will be expected to fulfil these aspects of the role whilst also contributing to the Wider Consular Network objectives and whilst actively seeking opportunities to work with wider teams in British Embassy Warsaw to support a positive work environment.
Candidates should note that the different functions of the role will require the candidate to adapt to shifting priorities and operational objectives, whilst maintaining a commitment to excellent customer service.

Roles and responsibilities:

Assistance:

• To provide a high level of consular assistance and support to British Nationals, in a range of situations, with special attention to the most vulnerable, such as in cases of hospitalisations, deaths, arrests, rape and sexual assault, financial difficulties, missing persons, child welfare cases;
• To liaise with local contacts, such as police, funeral directors, health professionals, social workers, charities, organisations and town hall officials in order to support casework;
• To update information on case management systems relating to consular cases;
• To process appointments for consular services and manage the online appointment booking system;
• To handle consular correspondence, telephone enquiries and counter enquiries/services in a professional manner;
• To support the Emergency Travel Document Centre by printing Emergency Travel Documents for collection;
• To work alongside internal departments of Consular Directorate, such as Contact Centres, ETD Centres, Global Response Centre to deliver assistance to British Nationals.

Prevention:

• Identify and escalate trends and issues to support prevention initiatives, collaborating closely with colleagues on projects;
• Identify services available from local organisations and professionals to make it easier for British nationals to obtain help and engage with services to solve issues and reduce negative impact;
• To assist in the organisation of outreach events/meetings with key external stakeholders.

Crisis:

• To assist with Post preparation in for Crisis and respond to large scale events, including participating in exercises;
• To maintain Crisis Management Plans at Post, ensure information is kept up to date;
• To assist with crises which require a consular response i.e deployment and support Vice Consul in a crisis.

Corporate:

• To actively participate in relevant corporate structures as part of a) corporate responsibilities b) personal development;
• To participate in delivering the Regional Consular Business Plan and to engage with the Embassy Business Plan

Essential on arrival:

• Full professional proficiency in Polish and English at a minimum of C1 level according to CEFR*;
• Minimum 3 years work experience in tourism, customer service or working with the public;
• Excellent communication, and customer service skills, including an ability to support customers in difficult and traumatic situations;
• Excellent interpersonal skills, ability to work collaboratively with colleagues and external contacts;
• Self-motivated and able to work effectively and proactively without close supervision;
• Ability to display a high level of discretion and responsibility;
• Attention to detail, strong analytical perspective and problem-solving skills;
• Flexibility, resilience, patience, and the ability to deal with difficult situations, including the ability to work unsocial hours in an emergency or crisis;
• Occasional travel may be required, so willingness to do so is essential.