View Vacancy - BK - Consular Assistant, A1 (Internal Vacancy)

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.

As part of a small team of Consular Assistants, the main purpose of the job is to provide administrative support to the team in the delivery of consular assistance to British people.  The jobholder will deal with enquiries from members of the public, public officials, and authorities by telephone or email.  The jobholder will support the Assistance Team in their casework, accompanying on visits and handling documents as required.  They will be responsible for maintaining statistical reports and other administrative tasks for the smooth running of the office, as well as providing support to project work.

The Jobholder is expected to provide:

Operations Delivery - Assistance Casework Support

• Assist the team with casework including making and receiving phone calls, liaising with the Thai authorities, families within Thailand, and lawyers. Make checks on the British national identity database as directed.
• Accompany colleagues on visits e.g., prisons, hospitals.
• Arrange and prepare correspondence to stakeholders and partners. Draft informal translations of official documents in English and Thai. Manage the depositing of funds, medication and shopping to detainees.
• Adding case notes, data entry, and scanning documents onto the Embassy casework system. Maintain system for electronic and paper files.

Operations Support

• Participate in the core duties and activities of your team’s key responsibilities: Network & Operations, Consular Excellence or Complex Cases and Safeguarding.
• Check and distribute incoming and outgoing mail for Consular section e.g. organise and arrange packing for outgoing mail as requested; distribute incoming mail to team members.
• Maintain section databases and data inputting e.g. correspondence data, sentencing register, prisoner’s relatives, health and medical information, list of volunteers, and customer survey information.
• Day-to-day office management such as but not limited to maintenance requests including stationery orders, supplies and meeting management.
• General ad hoc support for the Consular Section as directed e.g. flight/hotel/car reservations for officers and visitors, assisting with visits, etc.

 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.
• 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.

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.

• Experience of working in a customer facing environment.
• 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
• For candidates with English as a second language, certification at IELTS (or equivalent) level 6.5 minimum or higher within the last 2 years is required. All skill areas (Writing, Speaking, Listening and Reading) must be IELTS score 6.0 or higher