View Vacancy - SIN - Consular Assistant, AA

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 identity, 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:

Consular assistance is an FCDO priority and issuing Emergency Travel Documents (ETD’s) is a large part of the assistance offered to British nationals whilst working or travelling overseas.

The Emergency Travel Document Centre operates as a hub, managing all ETD applications globally from two centralised locations (Singapore and Madrid). Between the two Centres we operate a near 24 hour service, 7 days a week.

This is an exciting opportunity to join a busy, fast paced team providing direct assistance to individuals around the world every day.

Your role will primarily encompass the processing of applications and production of ETDs for British Nationals whose full validity passport has expired, been damaged, lost or stolen or is otherwise unavailable with a need to travel urgently. The vast majority of these will have been online applicants whom you will support remotely, however you may also support individuals in person within Singapore.

You will primarily work on standard or straightforward applications for which we have a 2 working day turnaround time. Your role will include checking document information and assessing applicant’s eligibility; taking payments for applications; data inputting and processing applications, printing Emergency Travel Documents and organising courier delivery, liaising with customers, usually by email or by phone.

Please note that ETD applicants are often distressed and occasionally vulnerable, requiring those in the role to be resilient and able to work under pressure. This is a very rewarding role with a global reach. You will provide support on a daily basis to people across every continent making important journeys, often out of situations that are challenging or stressful. You will work closely with British Consular teams, particularly within Asia Pacific, but also parts of MENASA and South Asia.

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

  • Rapid processing of all straightforward ETD applications, ensuring ETD information is correct for journey required;
  • Meeting daily productivity benchmarks and quality targets;
  • Spotting and flagging potentially vulnerable applicants who require further support to in-country consular teams;
  • Taking over the phone payments;
  • Triage of all new applications – correcting mistakes, clarifying travel plans, performing mandatory checks;
  • Printing off, packaging and shipping of ETDs within APAC region;
  • Closing duplicate applications;
  • Handling calls with applicants;
  • Managing collections where required;
  • Sending notifications and requests for additional supporting documentation;
  • Managing shared mailboxes and correspondence with APs;
  • Attending regular team meetings and once monthly assistants meetings;
  • Liaison with customers throughout the ETD process where required;
  • General office duties including ETD stock management.
  • Fluency in English both verbal and written, with excellent communications skills;
  • Excellent communications skills;
  • Strong IT literacy;
  • Attention to detail;
  • Previous experience of working effectively within a team;
  • The ability to work flexibly in a fast paced, changing environment;
  • Good organisational skills to deliver within required timescales;
  • Customer service skills with 2 years’ experience minimum;
  • Experience working in an administrative hub or centralised operation.
  • Previous experience of data entry and checking documents;
  • Previous experience interviewing customers or stakeholders;
  • ETD processing experience and knowledge
Making Effective Decisions, Delivering at Pace, Working Together
23 August 2022
Administrative Assistant (AA)
Asia Pacific
British High Commission
3 October 2022

We offer a competitive package, which includes basic salary of SGD 2,798 per month and a generous annual wage supplement (as part of total guaranteed remuneration) of an additional 2 months’ salary paid out in December each year, Central Provident Fund (CPF) payment in lieu for non-Permanent Resident foreign nationals, 23-days annual leave entitlement and a health insurance plan. The basic salary is non-negotiable.

We have a generous leave offer including: 23 days annual leave, increasing to 25 after 5 years' service, with the option to carry over up to 10 days into the subsequent leave year; 13 public holidays; generous maternity and paternity leave; and childcare leave. We encourage volunteerism and offer up to 3 days paid volunteer leave.

We offer medical insurance to support staff with the high costs of healthcare in Singapore and periodic reimbursement for the cost of eye tests and replacement eye wear.

Learning and development opportunities:

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

The BHC has an active Learning & Development Committee which works hard to provide a comprehensive L&D offer. There is a wide range of options available for personal development including training courses, coaching and mentoring, job-shadowing, presentations and learning sets. Staff have access to a wide variety of online resources through the International Academy and Civil Service Learning. Staff are strongly encouraged to take advantage of all available opportunities.

All new hires undertake a workplace induction and there are a number of mandatory e-learning courses that must be completed in order to pass probation.

Working Patterns:

Working hours are 37.5 per week. Emergency Travel Document Centre staff are required to work on a rotational shift pattern. Centre opening hours are 7am to 7pm and you will be rostered to work shifts daily within those hours. Working hours will involve some weekends, unsociable hours and public holidays.

BHC Singapore supports and promotes flexible working where possible as a crucial part of our inclusive offering. 

Other Information:

In addition to the duties which this job normally entails, you may from time to time be required to undertake additional or other duties as necessary to meet the needs of the High Commission, including playing a part in the corporate life of the mission and supporting any crisis response.

No accommodation or relocation expenses are payable in connection with this position. You must have or be able to obtain a local work permit which we will sponsor.

Staff recruited locally by the British High Commission are subject to terms and conditions of service according to local Singapore 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. Our values of Collaboration, Opportunity, Respect and Excellence (CORE) are our guiding principles. We aspire to live our values consistently in order to make the British High Commission a great place to work where staff feel valued, supported and inspired to be their best. 

We welcome applications from candidates in countries from which travel to Singapore is feasible under the prevailing Covid-related border restrictions.  Singapore will only allow entry for those fully vaccinated with a vaccine approved under the WHO EUL. Successful overseas applicants are responsible for all costs associated with relocating to Singapore.

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

Please note that all successful candidates will be expected to serve a minimum of 6 months in their new role before being eligible to apply for further positions within the British High Commission.

Please note that the deadline for applications is 23:55 on the day mentioned in the above field “Application deadline."

Please be aware that the deadline for submitting applications is considered to be the time zone for the country where the vacancy has arisen.

We advise you to allow enough time to complete and submit your full application since only applications completed and submitted before the deadline will be considered.

All applicants are required to mandatorily fill the online application form completely including the employment and educational details, experience, professional skills and behaviour based questions. We will be thoroughly reviewing the applications and incomplete form in any respect may not be considered while shortlisting for the next stage.

For inclusivity and diversity, please remove the following personal information when uploading your CV: name, address, email address, age, date of birth, gender, and nationality.

The start date mentioned in the job advert is a tentative start date and the successful candidate will be required to undergo security vetting procedures. Any offer of employment will be subject to the candidate achieving suitable clearances.

Please be aware that you will only be able to apply to vacancies for Country Based 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.

This opportunity is closed to applications.