View Vacancy - JKT - Senior Pro-Consul B3(L)

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

As a senior member of the consular team, the Senior Pro-Consul will help lead on the delivery of modern and efficient consular assistance to British nationals in Indonesia in line with the Foreign and Commonwealth Office’s (FCO) published Consular Guidance and Customer Charter, Consular Services Strategy, local procedures, guidance and performance standards.

The British Embassy in Jakarta is part of a global network providing a full range of consular assistance to British people overseas.  Consular officers have the opportunity to make a direct difference to people’s lives in sometimes challenging circumstances.  The job can require dealing with extremely sensitive cases on occasion, and responding to crises.


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

Operational Delivery - Case Management

Lead and manage a full range of casework, for British people requiring consular assistance in Indonesia, ensuring that clients’ needs are assessed according to guidelines and cases are managed and delivered in line with FCO policies and local procedures. 

Effectively manage and prioritise caseload, maintain timely and accurate records using the FCO’s consular casework system.  Where necessary, travel within Indonesia 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 Indonesia, 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 Indonesia, 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.

In addition, provide assistance to British people who are:

  • Victims of serious crimes, such as assaults or sexual/domestic violence.
  • Experiencing mental health issues, have other safeguarding concerns, or are missing in Indonesia.
  • Experiencing financial difficulties.
  • In need of assistance on family matters such as child safeguarding, custody or abduction issues.
  • Involved in crisis or emergency situations (sometimes requires unsociable working hours).
  • Requiring general consular information and advice, in person by telephone or via correspondence.

Other Activities

  • Support the efficient delivery of notarial and documentary services and the issuing of Emergency Travel Documents
  • Interpret and implement consular assistance policies to ensure adherence to these guidelines and high customer service standards within the team
  • Liaise with colleagues in London, other Posts in Asia Pacific and the Consular  Regional Director to deliver regional best-practice, innovation and consistency of support to British nationals
  • Support prevention activity by developing and maintaining contacts with a range of stakeholders including local authorities, emergency services, NGOs, British residents, other diplomatic missions and the travel industry. Attend meetings, workshops and other events as representative of the Embassy.  Contribute to the maintenance of accurate information and service provider lists for inclusion into published documentation and guidance.
  • Contribute to consular related crisis activities including planning, testing and response. In crisis /emergency situations work as required to support the Embassy response (sometimes on a shift pattern working unsociable hours).
  • Line management of one member of the consular team

 



  • Experience working in a customer-facing environment, with strong interpersonal, listening and communication skills and with a strong customer focus
  • Ability to deal with people in difficult and distressing situations with empathy and sensitivity.
  • Flexible, resilient under pressure and decisive with a proven track record of delivering results to a high standard within tight deadlines
  • Good self-management and organisational skills with an ability to prioritise own, and the team’s work effectively with competing workload under pressure
  • Experience of managing staff, preferably in a customer service setting
  • A track record of displaying sound judgement, critical thinking and problem solving skills drawing on procedures and guidance
  • Ability to liaise with and manage external stakeholder relationships.
  • Fluent Bahasa language skills and excellent English language skills, both written and spoken.  For candidates with English as a second language, certification at IELTS (or equivalent) level 7 or higher within the last 2 years is required. All skill areas (Writing, Speaking, Listening and Reading) must be IELTS score 6.5 or higher
  • IT proficiency in MS Office, Outlook and the ability to learn FCO systems 
  • Ability to travel across Indonesia and occasionally internationally as needed
  • Willingness to work occasional additional hours, sometimes unsociable hours during a crisis
  • Experience of living in the UK or understanding of the UK and British people
  • Previous consular experience or other experience in a service delivery role or a similar role in another Embassy, NGO or international organization
22 November 2018
Executive Officer (EO)
Permanent
39.5
Asia Pacific
Indonesia
Jakarta
British Embassy
1
IDR
13,532,850
17 December 2018

Some flexible working and remote working may be possible subject to operational requirements.

The British Embassy offers a competitive remuneration package including:

  • Annual leave entitlement of 25 days per year
  • Medical benefit (medical insurance)
  • Access to extensive learning and development opportunities

No accommodation or relocation expenses are payable in connection with this position. 

Employment offers are subject to successful clearance of pre-employment checks. In relation to this, the successful candidate will need to arrange for his/her own Police Certificate.

All applications must be received before 22 November 2018 23:55 Jakarta Time.

Incomplete application forms will not be taken into consideration, so please ensure you provide the information requested. We regret to advise that we will only be contacting short-listed candidates. Applicants called for an interview will be assessed on the core competencies listed above.

The successful candidate should be able to start as soon as possible.

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.