View Vacancy - Seasonal Staff Pro Consul (HRV18.083)

The British Embassy in Zagreb is looking for a full time A2 Pro Consul (1) for a 6-month fixed term contract, providing and delivering efficient consular assistance and services to British Nationals in Croatia and other countries in the region as part of a regional team. The successful candidate will give support to the Consular team in Croatia and regional Consular team and will be required to work in a fully engaged, flexible and proactive manner. Some travel is required.

The candidate will be a resilient, quick-thinking individual, who can demonstrate empathy towards our vulnerable customers, with good prioritisation skills and a strong sense of team work. 

Main Duties and Responsibilities:

Assistance

• To provide consular assistance to British Nationals in cases of hospitalisations, mental health, Emergency travel documents, deaths, victims of crime, financial assistance, welfare and detainee/ prisoner cases in accordance with Consular guidance and with the advice of line managers and the Consular network.
• Handling enquiries and correspondence from consular customers and referring to line management as necessary;
• Following up enquiries and cases by phone, email or in person (including travelling to various locations in Croatia, including out of hours/overnight in rare but necessary cases) and ensuring all engagement is properly recorded in line with the Data Protection Act, including unofficial translation work when required;
• Assist in the monitoring and updating of digital customer information such as Travel Advice, social media and websites. 

Management

• Submission of accurate Management Information data;
• Cashier duties;
• A broad range of section administration, including filing/weeding, responding to London requests for information and control of working stocks;

Partnering & Lobbying

Assist with building relationships with local partners and helping in campaigns to give advice to British Nationals in Croatia.

Crisis

• Preparing self and post for any possible large scale event affecting British Nationals;
• Taking part in Embassy crisis preparedness activity and local liaison;
• Proactively work as part of the Croatia consular team in any crisis/crisis-watch situation.

• 2-3 years of work experience;
• Proven experience in dealing with the general public and working in a team in a fast moving target-driven environment;
• Customer service experience is essential,
• Strong service delivery awareness, adaptability, flexibility, patience and empathy;
• Strong interpersonal skills and ability to work accurately under pressure;
• Excellent organisational and administrative skills;
• Superb attention to detail and problem solving skills;
• Self starter with strong time management skills - able to work to deadlines and targets, manage a sometimes heavy workload and prioritise accordingly;
• IT skills (Outlook, Word, Excel, PowerPoint,);
• Occasional travel and flexibility in working hours will be expected as on occasions out-of-hours assistance to British nationals may be required;
• Quick to learn, patient, resolute and a team player;
• Excellent written and oral communication skills –Fluency in both English and Croatian Language (C2 level)
• Managing both external and internal customer expectations;
• Driving licence (Category B) / Active driver.