View Vacancy – Emergency Travel Document Officer

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.

Foreign, Commonwealth and Development Office (Consular Roles)


Main purpose of job

The British High Commission Ottawa is part of the Foreign and Commonwealth Office’s (FCO) worldwide network of 270 Posts, representing British political, military, economic, and consular interests overseas.

Consular assistance is a FCO priority and issuing Emergency Travel Documents (ETDs) is a large part of the assistance offered to British nationals working or travelling overseas. You will be working in a busy team supporting the ETD Centres in Madrid and Singapore, your global role as ETD Officer will primarily be the processing of non straightforward applications and production of ETDs for British Nationals whose full validity passport has expired, been damaged, lost or stolen or is otherwise unavailable and who need to travel urgently. The vast majority of these will have been online applicants.

Roles and responsibilities

  • Printing ETDs and organising courier delivery, mostly for North and South America region
  • Liaising with customers, usually by email or by phone but some face-to-face contact
  • Interviewing applicants by video link or occasionally face-to-face or by phone
  • Liaison with consular colleagues at Consulates from a wide geographical range
  • Lead on the more complicated applications, ensuring we meet our commitment to British nationals whilst ensuring both security and accuracy of documents
  • Adhere to and meet processing benchmarks/key performance indicators
  • Having a good understanding of the ETD end to end process and the ability to organise the team to implement it
  • Having a good understanding of the ETD policy and guidance and helping to shape these
  • Checking documents and assessing applicant’s eligibility
  • Determining applicant’s entitlement to British Nationality (in exceptional cases)
  • Taking payments for applications
  • Data inputting and processing applications
  • Quality assuring travel documents ensuring compliance to policy/guidance and approving the issue of ETDs
  • ETD Stock management duties
  • Leading a small team to deliver ETDs within published FCO timescales. This includes setting objectives and providing line management support for your direct reports, focussing on their delivery and development
  • Actively monitoring team performance and resolving potential issues in achieving the FCO service levels
  • Providing regular updates to your line manager whom will manage you remotely from one of the ETD Centres (Madrid, Singapore)

Main duties and responsibilities:

Using Consular and Her Majesty’s Passport Office systems to:

  • Perform background checks on applicant,
  • Determine applicant’s entitlement to British Nationality, where relevant
  • Approve the issue of ETDs
  • Check applications and supporting documentation
  • Request additional supporting documentation information
  • Check applicant’s eligibility,
  • Process payments, where relevant
  • Enter supplementary information for the ETDs
  • Issue ETDs within Consular agreed service levels
  • Monitor and replenish ETD working stock

Liaison with customers throughout the ETD process, where it is relevant. Liaison with posts, other consular departments, couriers and other partners.

  • Fully IT literate
  • Attention to detail
  • Line management experience in a busy, customer focused operation
  • Excellent organisational skills
  • Customer service skills with 3 years experience minimum
  • Experience working in a hub, centralised operation or processing centre
  • Experience in working to deadlines, benchmarks, key performance indicators and quality standards
  • Excellent communication skills

  • Knowledge or experience of working in consular services;
  • Previous experience of data entry and checking documents;
  • Previous experience of interviewing customers;

Making Effective Decisions, Collaborating and Partnering, Managing a Quality Service, Delivering at Pace

25 February 2021

A2 (L)



North America, Caribbean and British Overseas Territories



British High Commission


3 May 2021

Must have the legal status to live and work in Canada. No accommodation or relocation expenses are payable in connection with this position. You must have or be able to obtain a local work permit.

Staff recruited locally by the British High Commission are subject to terms and conditions of service according to local Canadian employment law.

Employment offers are subject to successful clearance of pre-employment checks. Only short-listed applications will be called for personal interviews.

The British High Commission is an equal opportunities employer and does not discriminate on grounds of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation.

The British Embassy Network offers a strong benefits package.  This package includes generous vacation and leave time, flexible working patterns, and enriching learning and development opportunities.

Learning and development opportunities (and any specific training courses to be completed):

BHC Ottawa offers time and financial support for the successful candidate to take advantage of professional learning and development opportunities inside and outside of the organisation.

Working patterns:

If the job is suitable for flexible working patterns, please provide details:

Normal working hours are 37.5 hours per week: 1pm to 9pm from Monday to Friday.  These roles will all be done on a shift rotation basis on 24/7 contracts, with a varying work schedule each week Monday through Sunday, including unsociable hours and public holidays.

The exact working hours and shifts will be determined by the BHC Ottawa.

The British Embassy Network offers a strong benefits package. This package includes generous vacation and leave time, flexible working patterns, and enriching learning and development opportunities.

Please be aware that you will only be able to apply to vacancies for Local Staff roles with the British Government through this official site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official site. If you complete and send an application through any other site, we will not receive it.

To help us with our recruitment effort, please indicate on the application form /in your cover letter where ( you saw this job posting.

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