View Vacancy – Pro Consul

The British Embassy in Tehran invites applications for the full-time position of Pro Consul to start in January 2021.

Main Purpose of Job:

The Consular Directorate is responsible for the Foreign Commonwealth and Development Office’s (FCDO) consular services. We support British people around the world through effective consular services and swift crisis response. Our purpose is to support British people living, travelling and working in our region: by providing high quality, accessible consular services, focused on those most in need; responding rapidly to all crises, leading cross-government action; reducing preventable incidents affecting British people through collaboration with partners and governments.

Reporting to the Consul, the main purpose of the role is to ensure that British Nationals receive a professional, high quality service and that advice provided is accurate, timely, consistent, and offered in a sensitive manner and in line with FCO guidance. This will include providing direct advice and support to distressed British nationals and managing straightforward and occasionally complex casework under supervision. It also includes developing and maintaining contacts with local authorities and in the community, providing notarial and documentary services, and taking part in our communications and prevention work.

In response to local or regional crisis, the jobholder will play a key role in the section’s response and deployment.

Main Duties and Responsibilities:

Consular Services

• Provide accurate advice and assistance in a sensitive manner to British Nationals (BNs) and their families via face to face (pre-arranged meetings/ walk-ins), telephone or email on a range of issues such as: detainees, including visiting police stations and prisons; hospitalisations; dealing with bereaved families; child custody issues; missing persons; mental health; other sensitive cases such as rape, child abduction, forced marriage.
• Maintain accurate and concise case records of services provided on consular databases.
• Ensure all customer correspondence are replied to in a timely and efficient way, providing consistent, accurate information in accordance with FCDO guidelines.
• Be prepared to work out of hours, occasionally anti-social hours, as required.
• Take part in the Embassy emergency planning and any response to a crisis affecting UK citizens.
• Administering the appointment system.
• Provide a range of counter services including notarial work and Emergency Travel Documents (ETDs), ensuring consistent customer service to BNs.
• Collecting fees, cashing up, and other financial requirement.
• Ensure deadlines for Returns and Management Information are met.

Prevention communications and outreach

• Work with the Consul to help deliver high quality local prevention and communications work, in close collaboration with the Post’s Press/ Communications Team and other senior stakeholders. Producing materials, using social media, and attending events.
• Monitor changes in local procedures and practices, ensuring that all information and guidance for BNs reflects changes and is up to date, e.g., service providers, lawyers list, travel advice, web pages.

Other duties

• Drafting and translation of official Note Verbales to the Ministry of Foreign Affairs on consular cases, when required
• Carry out other reasonable ad-hoc duties in support of the Consular function.

This is not an exhaustive list but covers the key set of tasks and responsibilities. The jobholder may be asked to carry out other ad-hoc duties upon discussion with the line manager. The jobholder will be expected to do all tasks within their level of skill and ability.    

Key Competencies:

• Changing and Improving – People who are effective in this area are responsive, innovative and seek out opportunities to create effective change. It’s about being open to change, suggesting ideas for improvements to the way things are done, and working in ‘smarter’, more focused ways.
• Making Effective Decisions – Effectiveness in this area is about being objective; using sound judgement, evidence and knowledge to provide accurate, expert and professional advice. It means showing clarity of thought, setting priorities, analysing and using evidence to evaluate options before arriving at well-reasoned justifiable decisions.
• Delivering at Pace – Effectiveness in this area means focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes. It’s about working to agreed goals and activities and dealing with challenges in a responsive and constructive way. 
• Managing a Quality Service – Effectiveness in this area is about being organised to deliver service objectives and striving to improve the quality of service, taking account of diverse customer needs and requirements.

Specific Considerations for Consular Roles:

Consular work can sometimes be stressful, distressing and of a sensitive nature. The successful applicant will therefore be expected to demonstrate high levels of personal resilience and maintain absolute consular confidentiality and impartiality, keeping in line with the Foreign Commonwealth and Development Office (FCDO) Consular Strategy, consular guidance and Customer Charter, business targets and local procedures.

• Fluent communication skills in both English and Farsi (both written and spoken).
• IT literate well versed in Microsoft Office applications and with accurate typing skills.
• Excellent customer care skills and the ability to respond to a range of customers’ needs.
• Good interpersonal skills.
• A team player who is capable of working on their initiative and who is adaptable to changing priorities.
• Must be able to work and act without close supervision.
• Self-starter, highly motivated, and have excellent interpersonal and office management skills.