View Vacancy - Pro Consul (HRV24.109)

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)
Consular

The British Embassy in Zagreb is part of a world-wide network, representing British political, economic and consular interests overseas, and is the representative office of the UK government in Croatia, led by the Ambassador. We aim to influence and inspire Croatians with the best of Britain. We work with Croatia to promote and defend our values, tackle threats to our security, take action on global challenges and build mutual prosperity. We also support Britons travelling to and living in Croatia. We’re here to make a difference. We are an ambitious, engaged and motivated team, we support each other, and we do our best to develop and fulfil our potential. We are champions for diversity, inside and outside the Embassy. We welcome applications from any suitably qualified individual, whatever their gender, ethnicity, sexuality, disability or other difference.

We are looking for a confident, customer-oriented Pro-Consul to join the British Embassy Zagreb, Croatia on a 6 months contract. You will be a resilient, quick-thinking individual, who can demonstrate empathy towards our most vulnerable customers, with good prioritisation and problem-solving skills and a strong sense of teamwork.

The Consular Team provides a high level of consular assistance and support to British nationals in Croatia, focusing on the most vulnerable. You will have frequent interaction with members of the public, local, regional and UK authorities as well as colleagues in British Embassies across the Europe South Consular Network. You will also work with colleagues across the British Embassy in Zagreb, including with senior leadership. You will join a supportive Embassy team with a culture of continuous improvement and taking responsibility for personal learning and development.

The Seasonal Staff Pro Consul, in close partnership with the Vice Consul, is required to build relationships with key external stakeholders in local authorities to ensure we are in the best position to help British National visitors/residents in need of assistance when required.

Consular work is challenging and very rewarding. The different functions of the role will require you to adapt to shifting priorities and operational objectives, whilst maintaining a commitment to excellent customer service.

There will be a requirement for occasional travel and flexibility in working hours in order to meet key stakeholders and visit consular customers in e.g. detention or hospital. In rare cases you may be asked to provide assistance out-of-hours (Time off in lieu (TOIL) will be provided).

Consular work brings staff into contact with people experiencing distressing and/or traumatic situations. A high degree of personal resilience is required. We also have a wellbeing programme to ensure colleagues are supported through these potentially challenging situations. You will also be part of a network of colleagues who work together and provide support and guidance to each other.

Roles and responsibilities:

Consular assistance

  • Provide consular assistance in accordance with current guidelines including, but not limited to, visiting British nationals in hospital or jail, providing in-person or remote support following bereavement, child custody matters, sexual assault, and cases involving mental health issues;

  • Develop and maintain positive relationships with local authorities (e.g. police, prison service, immigration, hospitals, and children’s services), key stakeholders (e.g. travel and tourism industry, support groups, NGOs) and other diplomatic missions.

  • To support the Emergency Travel Document Centre by printing Emergency Travel Documents.

  •  To manage the online appointments booking system as well as perform administrative duties, including updating information on consular case management systems in a timely and efficient manner.

  • Work with colleagues in British Embassies across the Balkans and Eastern Adriatic Consular Network, to provide resilience and share best practice.

  • Provide out of hours assistance to (rare) emergency consular cases as appropriate (and for which an out of hours payment will be made).

Notarial and documentary services:

  • To prepare paperwork for notarial and documentary services.

  • To issue notarial documents for British Nationals in accordance with FCDO guidance.

  • To take fees and be responsible for cashier duties.

Crisis preparedness and response:

  • To assist with Embassy crisis preparation and response to large scale events

  • To assist with crises which require a consular response e.g. possible deployment to the scene and support the Vice-Consul.

  • To actively participate in crisis training opportunities.
  • Proficiency in English and Croatian (minimum C1 level, both written and spoken);

  • Excellent communication and interpersonal skills; both written and oral, including the ability to communicate at all levels and an ability to support customers in difficult and traumatic situations.

  • 3+ years of relevant work experience in a customer-facing role. The ability to respond to a wide range of customer needs. Excellent customer focus using problem solving and judgement skills to deliver results within set deadlines; superb attention to detail, and an ability to work effectively and proactively without close supervision;

  • Proven ability to prioritise a busy workload, effectively manage and execute multiple tasks, and work to deadlines and targets;

  • Proficient IT skills, in particular Office 365 applications

  • Adaptability and a positive mindset towards change

  • Flexibility, resilience, patience and the ability to confidently deal with difficult situations, including in an emergency or crisis.

  • Ability to demonstrate a high level of discretion and personal responsibility.

  • Availability, on occasion, to travel at short notice to provide consular assistance in Croatia.

  • Driving licence and 3+ years of driving experience

  • Knowledge of written and spoken Slovenian language

  • Background in social services or previous work in a consular team
Delivering at Pace, Making Effective Decisions, Managing a Quality Service, Working Together
3 April 2024
Administrative Officer (AO)
Full-time, Fixed Term
39.5
6 months
Europe, Eastern Europe & Central Asia
Croatia
Zagreb
British Embassy
1
EUR
€2,473.44 gross
6 May 2024

This is a full-time, temporary appointment. The annual salary for this position is €29,681.28 Gross (+ 47,78 Euro transport allowance).

The successful candidate will be subject to professional background and security clearance and must have pre-existing work authorisation for Croatia in order to apply.

Staff recruited locally by the British Embassy in Zagreb are subject to Terms and Conditions of Service according to local Croatian employment law.

Visa/Passport requirements: Candidates must currently hold the independent right to live and work in Croatia.

The British Embassy is committed to flexible working and providing a workplace that promotes diversity. Applicants should detail any flexible working requirements in their application.

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

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.

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

FCO does not pay for travel related expense incurred in interviews (including Security Check) or accept any financial risk, including cancelation or reschedule costs. The FCO will not meet the costs connected with relocation if offered a position.

*Please note for more information on the Common European Framework of Reference for Languages: Learning, Teaching, Assessment  levels  please click on the following link CEFR. Please bear in mind in case you are invited for an interview your language skill is going to be assessed.

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 tal.net site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official tal.net site. If you complete and send an application through any other site, we will not receive it.

This opportunity is closed to applications.