Main Purpose 

The successful candidate will have the ability to deliver professional and efficient consular services to British nationals in Qatar.  The main purpose of this role is to ensure that British nationals receive a professional, high quality service.  The support provided must be accurate, timely and consistent.  It must be in line with FCO guidance and offered in a sensitive manner.  

Types of assistance will include, but is not limited to: dealing with distressed British nationals who may have suffered a loss, been a victim of crime or who are in hospital/prison; providing notarial and documentary services and issuing emergency travel documents after due consideration; building and maintaining contacts with local authorities and in the community; taking an active role in consular prevention, communication and outreach activities.   

The successful candidate will need to be able to work independently with minimal supervision and make operational judgements in consultation with local senior officers and Consular Directorate.  

Main duties and responsibilities include:

 Assistance

• Provide accurate advice and assistance to Distressed British Nationals (DBNs) and their families in a sensitive manner, either face-to-face, by telephone or by email, on a range of issues including arrest, hospitalisation/death, missing persons, child custody issues, mental health and debt and employment issues;
• Conduct visits to Police stations, Prisons and Hospitals in support of DBNs. 
• Maintain accurate and concise Casebook records;
• Possible out-of-hours requirement in emergencies.

Communications and Stakeholder Engagement

• Take an active role in the prevention and communication work of the consular section, including planning campaigns, producing materials, delivering presentations and attending events;
• Actively seek out and manage partnerships with local authorities and the wider community.

Counter and Notarial Services

• Administer the CABS appointment system;
• Provide a range of counter services including notarial and documentary work;
• Taking customer fees and other financial requirements;
• Dealing with customer correspondence and enquiries.

General

• Take part in emergency planning and any response to a crisis affecting British nationals.
• Carry out other reasonable ad-hoc duties in support of the consular function.

 Key Competencies

• Delivering at Pace - Effectiveness in this area means focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes.
• Demonstrating Resilience - This is about helping our people to build resilience in international roles, supporting their ability to adapt to working in difficult and varied international environments and to bounce back from crises and setbacks in these contexts.
• Collaborating & Partnering - People skilled in this area create and maintain positive, professional and trusting working relationships with a wide range of people within and outside the Civil Service to help get business done.
• Changing & Improving - People who are effective in this area are responsive, innovative and seek out opportunities to create effective change.
• Making Effective Decisions - Effectiveness in this area is about being objective; using sound judgment, evidence and knowledge to provide accurate, expert and professional advice.
• Managing a Quality Service - Effectiveness in this area is about being organised to deliver service objectives and striving to improve the quality of service, taking account of diverse customer needs and requirements.

Ideal candidate will have:

· 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;

· Good interpersonal and active listening skills, with the ability to empathise;

· Excellent customer care skills and the ability to respond to a range of customers needs

· IT literate and well versed in the use of Microsoft Office applications (Word, Excel, PowerPoint), accurate typing skills;

· Excellent written and oral English is essential with an eye for detail.