View Vacancy - Pro Consul (ISL20.163)

Due to COVID-19, you may experience some delay in the progress of this recruitment campaign. We are working hard to minimise any disruption. You may find more information in the Additional Information section below.

The British Consular Network in Reykjavik is part of a world-wide network, representing British political, economic and consular interests overseas and is now looking for a Pro Consul for a maternity cover.

To provide modern and efficient consular assistance and fee-bearing services to British citizens in Iceland, and to contribute to the delivery of the regional consular business plan and the consular elements of the Embassy’s country business plan for Iceland. The jobholder will be responsible for dealing with consular cases for the British Embassy in Reykjavik, assisting the Vice Consul and working with colleagues in the wider Nordic-Baltic region. The role ranges from providing routine assistance to British citizens who have lost their passports or who require marriage paperwork to those who have been involved in emergencies or serious situations such as arrests, hospitalisations, and deaths. We are looking for an adaptable and resilient individual who is dedicated to giving excellent care and customer service to all those who approach the Embassy for help. When not providing assistance, the jobholder will be developing useful outreach contacts to improve the service the Embassy provides, and ensuring all information on our media channels is correct and up-to-date.

This job can be demanding at times; dealing with distressing and challenging cases and with people who may be traumatised or extremely vulnerable – the successful candidate must have a high level of personal resilience.

Main Duties and Responsibilities:

• Providing consular assistance across the full range of consular casework: visiting prisoners, dealing with hospitalisation cases, victims of crime, deaths, welfare cases, distressed British citizens etc.

• Accepting and processing Emergency Travel Document (ETD) applications.

• Ensuring out of hours information, contact lists, information packs and leaflets, and online guidance are up-to-date. Handling correspondence, telephone enquiries, e-mail, and counter walk-in enquiries and services.

• Monitoring and updating the Embassy’s Travel Advice for Iceland, including making recommendations for social media messages on Facebook and Twitter.

• Liaising with colleagues in London and regional teams as necessary. Contributing to regional consular working groups and participating in the regional consular network.

• Providing statistical returns and reporting throughout the year.

• Performing other administrative duties on an ad hoc basis as required.

• Developing consular contacts e.g. hospitals, emergency services, tourist industry, airlines, police, prison directors etc. Ensuring the Embassy maintains good working relationships with key consular stakeholders in Iceland. Assisting the Embassy’s communications and outreach activities and organising outreach events with external contacts and stakeholders.

• Updating the consular elements of the Embassy’s crisis plans, facilitating and taking part in the Embassy’s crisis preparedness activities. Assisting in the Embassy’s preparation and response to large-scale events attended by British citizens in Iceland, and responding to mass casualty incidents or crises in Iceland.

• Excellent customer service and delivery experience.

• Ability to work flexibly with changing deadlines and competing priorities.

• Resilience – ability to handle difficult and sometimes challenging customers in a calm, polite and professional manner.

• Flexibility – work hours may vary due to the demands of the job. May be required to work out of hours if emergencies occur.

• Excellent IT skills (Outlook, Microsoft Office etc.) including social media.

• Excellent written and spoken English and Icelandic.