View Vacancy - BK- Pro Consul A2 (L)- INTERNAL VACANCY
Main purpose of job
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.
Pro-Consuls have the opportunity to make a direct difference to people’s lives in sometimes challenging circumstances. The job includes dealing with extremely sensitive cases and responding to crises and stressful events. The successful candidate will be working in a fast-paced and complex environment where the ability to work under pressure and maintain high standards of service delivery is vital.
Roles and responsibilities
Casework
As part of a small team (one Vice-Consul plus 1 or 2 Pro-consuls) to provide excellent Consular assistance to vulnerable British Nationals in Thailand.
Customer Service Delivery
Contribute to improvements to customer service delivery across the whole Consular Section, including provision of accurate information for service provider lists and other published documentation and guidance.
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. Contribute to learning and development initiatives for the whole team.
Partnerships/Prevention and Project Work
Participate in and/or lead project groups to deliver key outcomes in line with the business plan and the consular strategy. These can include corporate objectives and Consular prevention initiatives to reduce the number of preventable incidents and minimise the risk to British people overseas.
Business Continuity and Resilience
In crisis /emergency situations work as required to support the Embassy response (sometimes on a shift pattern working unsociable hours). In times of peak operational demand, work flexibly within the section.
Essential on arrival:
- Considerable experience of working in a customer facing environment including the ability to support customers in traumatic or difficult circumstances;
- 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;
- Language: Excellent written and spoken English. Level of language required: For candidates with English as a second language, certification at IELTS (or equivalent) level 7 or higher. All skill areas (Writing, Speaking, Listening and Reading) must be IELTS score 6.5 or higher (or equivalent).
- Experience of living in or understanding of the United Kingdom and British working culture
- Experience of living in or understanding of Thailand and Thai people and culture
- Ability to write and speak Thai
Learning and development opportunities (and any specific training courses to be completed):
The British Embassy Bangkok encourages all staff to develop their capabilities, through both formal training (courses) and informal (job-shadowing, coaching, on-the-job training etc.). The majority of our formal L&D opportunities are drawn from FCO resources. All staff are encouraged to share their skills and experience with colleagues, through informal training (‘lunch & learn’) or coaching/mentoring. All staff are eligible for 5 L&D days a year.
Please note that there a number of mandatory courses that must be completed successfully before commencing normal work and again on a regular basis.
Working patterns: 36 Hours Per week
Monday – Thursday 08:00 - 16:30
Friday 08:00 - 13:00
In crisis/emergency situations work as required to support the Embassy response (sometimes on a shift pattern working unsociable hours)
This job is suitable for flexible working patterns, subject to operational requirements.
Please note that your application must be submitted before 23:55 on the day mentioned in the above field “Application deadline”.
Incomplete application forms will not be taken into consideration, so please ensure you provide the information requested. We regret to advise that we will only be contacting short-listed candidates. Applicants called for an interview will be assessed on the core competencies listed above.
Indicated start date is provisional and subject to successful completion of reference and security checks.
To those applicants not short-listed, we extend our appreciation for considering the British Government as a potential employer.
Reminder for existing Embassy staff who will be interested to apply:
Along with the completed online application form, candidates should upload their last two years End of Year Appraisals if applicable. If applicants have been employed for less than twelve months, they will need to provide permission from their Head of Section to apply and should attach this to their application.
Guidance on completing competency based application forms and sitting Interviews can be found on the BE Website and also on the Civil Service Learning portal, Virtual Ashridge portal and Goodpractice.net (both accessed through the CSL). Staff are strongly advised to refer to these.
We recommend all applicants to understand the Civil Service competences before applying for any role and in preparation for interviews. For more information, you can visit our website - https://www.gov.uk/government/world/organisations/british-embassy-bangkok/about/recruitment.
Kindly check your application centre or email regularly for any update on the status of your application.
British Embassy Relocation
In late 2019/early 2020, the Embassy will be moving from the current premises on Wireless Rd to new accommodation in the Sathorn area.
The British Government is an inclusive and diversity- friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow.
Embassy Vision and Values:
VISION: What do we want to build?
A better, safer, more prosperous world for Britons and Thais alike.
MISSION: How will we achieve this?
By championing UK values and delivering tangible benefits to individuals, businesses and society: through quality service, effective partnerships and local expertise.
VALUES that underpin our work
Courage: In our approach to our work: supporting innovation, creativity and taking calculated risks in solving problems; encouraging challenge and welcoming diverse perspectives; honesty in acknowledging and learning from mistakes.
Ambition: In the challenge we set ourselves: Striving to be excellent in the quality of service we deliver; inspiring our teams, colleagues, customers and stakeholders; passionate about our purpose.
Generosity of Spirit: Kindness in our daily actions and conversations; openness to differing cultures, ideas and opinions; understanding of differing styles and honest mistakes to build a culture of support.
This opportunity is closed to applications.
