View Vacancy - Pro Consul- Citizen Services, Grade- AO, Colombo

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

Note : All applicants are required to mandatorily fill the complete online application form including the employment and educational details, experience-based segment and the behaviours and technical/ professional skills based questions. We will be thoroughly reviewing the application forms only for all the required details. Forms that are incomplete in any respect will not be considered while shortlisting for the next stage.’’

Main purpose of job:

The successful candidate will have the ability to deliver a professional and tailored Consular service to British Nationals in Sri Lanka and Maldives.

The main purpose of the role, reporting to the Vice Consul, is to ensure that British nationals receive a professional and tailored high quality service and advice provided is accurate, timely and consistent, and offered in a sensitive manner in line with FCDO guidance. This will include developing and maintaining contacts with local authorities and in the community, and taking part in our communications and prevention work.

In response to local or regional crisis, the job holder will play a key role in the section’s crisis response and may be deployment outside of Colombo to support British nationals.

The successful candidate will need to be a self-starter, highly motivated, resilient and have excellent communication, interpersonal and office management skills.

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

Provide professional and efficient Consular service

  • Provide accurate advice and tailored assistance in a sensitive manner to British Nationals (BNs) and their families via face-to-face, telephone or email on a range of issues such as: arrests/ detention, hospitalisations, supporting bereaved families, mental health, child custody issues, debt and employment issues, and other sensitive cases such as sexual assault or forced marriage.
  • Maintain accurate and concise case records of services provided on consular databases.
  • Ensure all customer correspondence are replied to in a timely and efficient way, providing consistent, accurate information in accordance with Foreign, Commonwealth and Development Office (FCDO) guidelines.
  • Be prepared to work out of hours, occasionally anti-social hours, as required.
  • Take part in the High Commission’s emergency planning and any response to a crisis affecting British nationals.
  • Administering the consular appointment system.
  • Provide counter services ensuring consistent customer service to British nationals.
  • Collecting fees, cashing up, and other financial requirement.
  • Ensure deadlines for Returns and Management Information are met.

Prevention Communications and Outreach

  • Working to help to deliver high quality local prevention and communications work, working closely with the High Commission’s Press/ Communications Team and other senior stakeholders. Producing materials, using social media and attending events.
  • Monitor changes in local procedures and practices, ensuring that all information and guidance for British nationals reflects changes and is up to date, e.g. service providers, lawyers list, travel advice, web pages.

The above list is not exhaustive and the jobholder will be required to be flexible and take on other ad hoc tasks as required.

  • Consular work can sometimes be emotionally challenging, distressing, and of a sensitive nature. The jobholder will therefore be expected to demonstrate high levels of personal resilience and maintain absolute consular confidentiality and impartiality.
  • Excellent customer care skills and the ability to respond to a range of customers’ needs.
  • Excellent interpersonal and active listening skills, with the ability to cultivate and maintain a range of contacts at all levels, a team player who is capable of working on their initiative and who is adaptable to changing priorities. Must be able to work and act without close supervision.
  • Fluent in English, both written and spoken. Able to express ideas and messages clearly and concisely, both orally and in written communication with customers and other stakeholders.
  • IT literate, well versed in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, Teams) and with accurate typing skills

Language requirements:

Language: English, Sinhala/Tamil

Level of language required: Fluent (spoken & written) – English IELTS 7.0 or equivalent

  • Previous Consular or related experience/ training, or experience of working in an operational delivery or customer service role.
  • Sinhala or Tamil language skills, both written and spoken.
  • Previous experience of creating engaging outreach content, use of social media and other platforms.
Changing and Improving, Making Effective Decisions, Managing a Quality Service, Delivering at Pace
12 February 2023
Administrative Officer (AO)
Fixed Term, Full-time
40
24 months
South Asia & Afghanistan
Sri Lanka
Colombo
British High Commission
1
LKR
USD490+ EPF 12% + ETF 3% per month. The current equivalent USD salary paid (at fixed corporate exchange rate from March 2022) is USD490 per month. This is a temporary measure and is subject to review at regular intervals.
3 April 2023

For British High Commission (BHC) candidates, the Country Based Staff BHC Terms & Conditions will apply. 

For other than BHC candidates, starting salary will be USD 490 + EPF 12% + ETF 3% per month per month. Other benefits include 13 month’s salary (pro-rated) and medical insurance coverage.

'Please note that the current salaries are being dollarized and processed in USD (pegged to a fixed corporate exchange rate from March 2022) to provide cushion against the current external market conditions. This is a temporary measure and is subject to review at regular intervals.

Employment offers are subject to successful clearance of pre-employment and security checks. 

The BHC is recognised as a good employer, with a robust, fair and transparent performance management & appraisal system.  The High Commission takes pride in its organisational culture and its strong and diverse team. We offer leave entitlements as per Sri Lankan labour laws.  

We treat people with respect and equality and have a policy of zero tolerance for any form of discrimination, bullying, or harassment.

Please note that applications will only be considered with (a) and (b):

(a)  Complete the Online Application Form

(b)  Complete the Motivation Segment in the Online Application Form

Internal candidates applying for this position need to upload their appraisal forms for the previous 2 years (if applicable). They should also inform their current line managers, else the applications will not be considered.

We will accept only online applications received by ­­midnight on 12th February 2023 (Sri Lanka Standard Time).  

Please note that all the applicants will be required to strictly adhere to the security guidelines of the British High Commission

  • Applicants who do not have the required qualification & experience should kindly abstain from applying, as their applications will not be considered.
  • Only shortlisted candidates will be contacted and no telephone enquires will be dealt with. However, the status will be updated on the recruitment software which will be viewed by the applicant.
  • The appointment will be subject to police and other checks including references, educational and professional. 
  • We welcome all applications irrespective of age, race, colour, gender, disability, sexual orientation, religion, belief or creed.

NOTE:

  • The British High Commission in Colombo is an equal opportunities employer, dedicated to inclusivity, a diverse workforce and valuing difference.
  • Staff recruited locally by The British High Commission in Colombo is subject to Terms and Conditions of Service according to local employment law.
  • The successful candidate will be subject to reference checking and security clearances checks.
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.