View Vacancy - BK - Pro Consul (Line Manager), A2 (Internal vacancy)

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 Bangkok is part of a global network providing a full range of consular assistance to British people in Thailand 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 successful candidate will be working in a fast-paced environment where the ability to work under pressure is vital. Consular officers have the opportunity to make a direct difference to people’s lives in sometimes challenging circumstances.  The job requires dealing with sometimes extremely sensitive cases, or responding to crises.


Roles and responsibilities:

Operations Delivery - Case Management Practice

  • Manage a full range of casework, of British people requiring consular assistance in Thailand, ensuring that clients’ needs are assessed according to guidelines and cases are planned 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 Thailand 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 Thailand, 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 Thailand, 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 abuse; Experiencing mental health issues, have other safeguarding concerns, or are missing in Thailand; 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.

Operations Support

  • Participate in the core duties and activities of your team’s key responsibilities: Network & Operations, Consular Excellence or Complex Cases and Safeguarding.
  • Fulfil the role of a thematic champion in one of the Consular service areas, acting as the team’s subject expert.
  • Support the maintenance of accurate information and service provider lists for inclusion into published documentation and guidance.

Teamwork and Learning

  • Personal administration and management including participation in the annual appraisal system.
  • Responsible for completing personal development plan and maintaining skills and knowledge proficiency.
  • Support the induction of new starters by providing cover for colleagues within the Consular Section as necessary.
  • Undertake ad hoc tasks as directed by line managers.
  • Team player proving support and understanding to colleagues dealing with traumatic events, distressed British people and complex cases.

Line Management

  • Undertake a full range of line management responsibilities such as appraisal, regular meetings and ongoing support for one consular assistant with the support of the Vice Consul

Projects and Engagement

  • Participate in projects in the Thailand Country Business Plan and Consular Team objectives
  • Support where appropriate outreach, engagement or partnership initiatives building relationship with key stakeholder, authorities and partner organisations.

Business Continuity and Resilience 

  • In crisis /emergency situations work as required to support Embassy response (sometimes on a shift pattern working unsociable hours).
  • In times of peak operational demand, work flexibly within the section.
  • Considerable experience of working in a customer facing environment including the ability to support customers in traumatic or difficult circumstances.
  • Experience of working in challenging, stressful situations, demonstrating a high level of resilience.
  • Excellent communication skills, approachable, empathic with enhanced customer and listening skills.
  • Ability to work at pace and prioritise, managing a sometimes heavy workload.
  • Sound judgement, critical thinking and problem solving skills using procedures and guidance.
  • Flexible, resilient, patient and able to deal with difficult situations, including work unsocial hours in an emergency.
  • Proven experience of displaying a high level of discretion and responsibility.
  • Ability to liaise with and manage external stakeholder relationships.
  • Experience in completing timely and accurate written information in English.
  • IT proficiency – Using MS Office, Outlook and ability to learn FCO systems.
  • Ability to travel within Thailand and Asia.

Language Requirements

  • For candidates with English as a second language, certification at IELTS (or equivalent) level 7 minimum 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
  • Experience of living in or understanding of the United Kingdom, British people and culture.
  • Previous experience  in consular services or in another support providing organisation  
  • Ability to write and speak Thai. 
21 November 2017
Administrative Officer (AO)
Permanent
36
Asia Pacific
Thailand
Bangkok
British Embassy
1
THB
37102
1 January 2018

The British Embassy offers a competitive remuneration package, including salary (to be abated for those not liable to tax), benefits, a leave entitlement, Health Insurance and full training. 

This job is suitable for flexible working patterns, subject to operational requirements.

Employment offers are subject to successful clearance of pre-employment and security checks. Staff who are locally recruited by the British Embassy are subject to Terms and Conditions of Service according to local employment law.

No accommodation or relocation expenses are payable in connection with this position. You must have or be able to obtain work authorisation in Thailand in order to apply.  Any costs related to obtaining or renewing permits and visas are the responsibility of the successful applicant.

This vacancy is for British Embassy Bangkok internal candidates only.

All applications must be received before 23:55 on 21 November 2017.

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.

Interviews for this position will commence during the week of 04 December 2017.

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


Reminder for existing Embassy staff who will be interested to apply:

Along with the completed online application form, candidates should upload their last two years End of Year Appraisals if applicable. If applicants have been employed for less than twelve months, they will need to provide permission from their Head of Section to apply and should attach this to their application. 

Guidance on completing competency based application forms and sitting Interviews can be found on the BE Website and also on the Civil Service Learning portal, Virtual Ashridge portal and Goodpractice.net (both accessed through the CSL). Staff are strongly advised to refer to these. 

We recommend all applicants to understand the Civil Service competences before applying for any role and in preparation for interviews. For more information, you can visit our website - https://www.gov.uk/government/world/organisations/british-embassy-bangkok/about/recruitment. 


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This opportunity is closed to applications.