View Vacancy - SIN - Consular Assistant ETD, 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)
Consular

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 three centralised locations (Singapore, Madrid and Mexico City). Between the three 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 the consular ETD assistant role may occasionally involve communicating with customers who are under a high degree of stress, including by phone. Candidates should therefore have a high level of resilience to trauma.

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

  • Checking, completing and printing standard Emergency Travel Documents (ETDs)
  • Meeting daily productivity benchmarks and quality targets
  • Spotting and flagging potentially vulnerable applicants who require further support to in-country consular teams
  • Attending regular team meetings and a once monthly Assistants meeting
  • Liaison with customers throughout the ETD process where required
  • Liaising with Posts and couriers
  • General office duties including ETD stock management.

Essential on Arrival:

  • Fluency in English both verbal and written, with 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.

Desirable:

  • 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
1 February 2023
Administrative Assistant (AA)
Permanent
37.5
Asia Pacific
Singapore
Singapore
British High Commission
1
SGD
2,931
3 April 2022

We offer a competitive package, which includes basic salary of SGD 2,931 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. 

Staff recruited locally by the British High Commission are subject to terms and conditions of service according to local Singapore employment law. Applicants should be aware that Singapore government  has mandated that from 1 January 2022 only employees who are fully vaccinated can return to the workplace and from 14 February 2022, workers will need to have taken a booster dose to maintain their fully vaccinated status beyond 270 days from the last dose in their primary vaccination series.

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.

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.
 
Only shortlisted candidates for interview will be contacted. Interviewees will be assessed on the core behaviours/qualifications listed above. Unsuccessful candidates will be notified via the system in due time. Appointable candidates who were unsuccessful may be placed on a ‘reserve list’.  If during the reserve period of 6 months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate.

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 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.