View Vacancy – MYR – Consular Assistant / Pro-Consul, A2 (L)

Main purpose of job:

The British Embassy Consular Section in Yangon is part of a global network providing a wide range of consular assistance and services to British people in Myanmar. This is provided  in line with the Foreign, Commonwealth and Development Office’s (FCDO) published Consular Guidance and Customer Charter, Consular Services Strategy, local procedures, guidance and performance standards. Consular Officers have the opportunity to make a direct difference to people’s lives in challenging circumstances. The job includes dealing with  cases and responding to crisis.   The successful candidate will be working in a fast-pased and complex environment where the ability to work under pressure and with difficult subject matter is vital.

As the sole member of the consular team in Yangon, you will provide excellent consular services to British nationals visiting or residing throughout Myanmar.  This role reports to the Vice Consul in Laos.

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

Consular Services

• Case management will be supported by the Vice Consul Laos.
• Manage a full range of casework for British people requiring consular assistance in Myanmar, ensuring that clients’ needs are assessed according to guidelines and cases are planned and delivered in line with FCO policies and local procedures. Where necessary, travel within Myanmar to provide assistance directly to the customer.
• Supporting British people who have been hospitalised through ill health or as a result of an accident, by advising them of the options available to them (or their family), monitor their welfare including visits where appropriate.  Advise the patient, their friends or families on local procedures and liaise with medical staff and relevant authorities and medical/insurance providers.
• In the event of a death of a British person in Myanmar, assist the bereaved next of kin by explaining local procedures, liaising with international undertakers and relevant local authorities.
• Support British people who have been arrested and/or detained in Myanmar, by providing information about local procedures and legal service providers, undertake regular visits to monitor their welfare and liaise with the authorities on any welfare matters or health referrals in line with the international standards.  Undertake urgent visits as required.

Customer Service  Delivery

In support of Consular operations:

• Printing of Emergency Travel Documents for British Nationals.
• Finance management of limited Consular Fees collected.
• Provision of accurate information for service provider lists and other published documentation and guidance.

Teamwork and Learning

• Personal administration and management including participation in the annual appraisal system.
• Responsible for completing personal development plan and maintaining skills and knowledge proficiency.
• Undertake ad hoc tasks as directed by line manager.

Projects and Preventation Engagement

• Support where appropriate outreach, engagement or partnership initiatives building relationships with key stakeholders, authorities and partner organisations.
• Work with COMMs team at post to get messages out to British nationals through social media

Business Continuity and Resilience 

• In crisis /emergency situations work as required to support British Embassy response (sometimes on a shift pattern working unsociable hours).
• In times of peak operational demand, work flexibly within the section.
• Overseeing  crisis equipment.

The formal job description may be subject to amendment in the future.

• Considerable experience of working in a customer facing environment including the ability to support customers in traumatic or difficult circumstances.
• Experience of working in challenging, stressful situations, demonstrating a high level of resilience.
• Excellent communication skills, approachable, empathic with enhanced customer and listening skills.
• Ability to work at pace and prioritise, managing a sometimes heavy workload.
• Sound judgement, critical thinking and problem solving skills using procedures and guidance.
• Flexible, resilient, patient and able to deal with difficult situations, including work unsociable hours in an emergency.
• Proven experience of displaying a level of discretion and responsibility.
• Ability to liaise with and manage external stakeholder relationships.
• Experience in completing timely and accurate written information in English.
• IT proficiency – Using MS Office, Outlook and ability to learn FCO systems.