Main purpose of job:
Based in the Consular Team at the British High Commission—comprising four Consular Officers and a Consul/Head of Team—the Vice Consul for Jamaica and The Bahamas is responsible for delivering high quality consular services to British nationals across both countries. The role contributes directly to Core Service Delivery as set out in the Country Business Plan.
The jobholder will manage a broad range of complex and sometimes high profile cases, requiring strong judgement, empathy, discretion, and the ability to support citizens in challenging or sensitive circumstances.
Working closely with the Consul/Head of Team, you will help ensure the smooth running of consular operations and maintain consistent, high quality casework standards You will line manage three full time Consular Officers and one part time Consular Officer and work cohesively and closely with x2 Honorary Consul volunteers, based in Western Jamaica and Nassau, Bahamas.
Regular engagement with key stakeholders—including local authorities, law enforcement, healthcare providers, NGOs, and internal partners—is essential to progress cases effectively and deliver on consular priorities for both countries.
The role also contributes to wider High Commission activity through committee membership and cross mission work.
The position offers strong learning and development opportunities. The successful candidate will complete Fundamentals in Action shortly after arrival, followed by the Developing Consular Expertise course in London within the first year, as well as mandatory FCDO training.
Further development is supported through the Americas Consular Network, offering opportunities to deepen consular expertise, leadership capability, crisis management skills, and broader professional competencies.
Roles and responsibilities:
Casework & Case Management (40%):
You will oversee and allocate casework across the team, ensuring guidance aligns with consular policy and that all cases meet consistently high standards. Strong compliance to casework management system (ORBIT) is required against KPIs. You will manage a portfolio of complex or sensitive cases, escalating high profile matters to the Consul when required and seeing cases through to conclusion and closure. The role includes preparing/reviewing case summaries for Head of Mission reporting and monitoring case trends to identify risks and opportunities for prevention work. You will work closely with Consular Specialist Advisers, HQ teams and PAGs on platform, seeking advice on complex issues and initiating a Taskforce approach where appropriate. You will also ensure workloads are balanced across the team to maintain resilience and avoid overburdening staff.
Operational & Administrative Support (25%):
You will support the smooth daily operation of the consular team, providing clear guidance, day to day support, and proactive leadership. A key part of the role is being a positive influence—bringing energy, professionalism, and positivity to foster a motivated and resilient team environment. You will oversee performance reporting and administrative coordination, ensuring all staff complete mandatory training and that staffing levels remain sufficient to maintain service delivery, noting that regional resilience cannot cover leave absences. You will also manage effective handovers during leave or absences and contribute to continuous improvement across systems, processes, and internal ways of working.
Customer Service (10%):
You will set and maintain high standards of professional, empathetic, and accurate customer service across all channels, including walk ins, phone calls, email enquiries, and Citizenship Ceremonies. You will ensure citizens receive clear and timely information on consular services and relevant local processes, while keeping public information on GOV.UK accurate and up to date to support effective self service and informed decision making.
Stakeholder Engagement (10%):
The role requires building and maintaining strong relationships with key external partners such as police, prisons, hospitals, local authorities, and funeral homes. You will represent the High Commission professionally in meetings and engagements, supporting prevention, outreach, and partnership development across Jamaica and The Bahamas. These relationships will be essential for progressing cases effectively and supporting the wider consular and crisis objectives of the mission.
Crisis Preparedness & Response (10%):
You will contribute to crisis readiness by supporting planning, maintaining and testing emergency equipment, and participating in crisis exercises. During a crisis, you will provide direct consular assistance, which may require out of hours work. You will also provide surge support to colleagues across the wider Americas Consular Network or beyond when major incidents occur.
Support to Consul & Mission Leadership (5%):
You will work in close partnership with the Consul, ensuring strong communication, alignment, and cohesion across all aspects of consular service delivery. You will maintain effective relationships with key authorities and manage a personal portfolio of complex cases through to conclusion, briefing the Consul and senior leadership as required. In support of the Consul and Mission leadership, you will help drive change management initiatives and embed more efficient and consistent working practices across the team. You will also share best practice across the Americas Consular Network and provide regional support when needed.
