View Vacancy - Consular Assistant ETD Centre (ESP23.269)

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 identity, 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.
Foreign, Commonwealth and Development Office (Consular Roles)
Consular

Who are we?

The British Embassy in Madrid is part of the Foreign, Commonwealth and Development Office’s (FCDO) worldwide network of 270 Posts, representing British political, military, economic, and consular interests overseas. We are now recruiting for a Consular Assistant position in Emergency Travel Document Centre, in Madrid. 

Consular assistance is an FCDO priority and issuing Emergency Travel Documents (ETD’s) is a large part of the assistance offered to British nationals whilst working or travelling overseas. The Emergency Travel Document Centre operates as a hub, managing all ETD applications globally from three centralised locations (Singapore, Madrid and Mexico City). Between the three Centres we operate a near 24 hour service, 6 days a week. 

This is an exciting opportunity to join a busy, fast paced team providing direct assistance to individuals around the world every day. 

Main purpose of job: 

You will primarily work on standard or straightforward applications for which we have a 2 working day turnaround time. Your role will include checking document information and assessing applicant’s eligibility; taking payments for applications; data inputting and processing applications, printing Emergency Travel Documents and organising courier delivery, liaising with customers, usually by email or by phone. Please note that ETD applicants are often distressed and occasionally vulnerable, requiring staff undertaking this role to be resilient and able to work under pressure. This is a very rewarding role with a global reach. You will provide support on a daily basis to people across every continent making important journeys, often out of situations that are challenging or stressful. You will work closely with British Consular teams, particularly within Europe, Africa and Americas.

This is a rewarding role particularly for someone who is looking for a role that provides a direct, positive outcome for individuals. The successful candidate is able to prioritise effectively, work pro-actively with well-rounded verbal and written communication skills. The successful candidate must also be a strong team player able to consider other people’s points of view and understand the big picture when working with others. 

Roles and responsibilities:

  • Checking, completing and printing standard Emergency Travel Documents (ETDs)
  • Request additional supporting documentation and information
  • Check applicant eligibility
  • Process payments
  • Meeting daily productivity benchmarks and quality targets
  • Spotting and flagging potentially vulnerable applicants who require further support to in-country consular teams
  • Attending regular team meetings 
  • Liaison with customers throughout the ETD process where required
  • Liaising with Consular colleagues across the globe
  • Communicating with couriers for the delivery of ETDs
  • General office duties including ETD stock management.
  • Full professional proficiency in English (written and spoken, minimum of C1 level for CEFR framework*);
  • Strong IT literacy;
  • Attention to detail;
  • Previous experience of working effectively within a team;
  • The ability to work flexibly in a fast paced, changing environment;
  • Good organisational skills to deliver within required timescales;
  • Customer service skills with 2 years’ experience minimum;
  • Experience in administrative role (data entry, document assessment).
  • Previous experience of data entry and checking documents;
  • Previous experience interviewing customers or stakeholders;
  • Consular experience and knowledge;
  • Experience working in an administrative hub or centralised operation.
Making Effective Decisions, Managing a Quality Service, Delivering at Pace, Working Together
28 May 2023
Administrative Assistant (AA)
Fixed Term, Full-time
37.5
4 months
Europe, Eastern Europe & Central Asia
Spain
Madrid
British Embassy
1
EUR
24,760.80
19 June 2023
30 September 2023

This is a full-time, fixed term contract, with possibility of renewal. Normal working hours are 37.5 per week.

The British Embassy Madrid supports and promotes flexible working, this includes working from the office and at home. The role will be done on a shift rotation basis, with a varying work schedule each week Sunday through to Monday, including unsociable hours and public holidays. The ETD Centre in Madrid operates 0700 to 2200, Monday to Friday and 0800 to 1700 on Sundays.

The successful candidate is subject to a confirmation of a background check, security clearance and the successful completion of a probationary period.

The successful candidate will be enrolled in the Spanish Social Security Scheme and will therefore not be entitled to any gratuity from the Embassy based on gross annual salary.

The Embassy is a Diplomatic Mission with tax exempt status and does not collect taxes for other States. Employees are fully responsible for payment of income tax at the legally required rate. Staff recruited locally by the British Embassy in Spain are subject to terms and conditions of service according to local Spanish employment law.

Visa / Passport requirements: Candidates must currently hold the independent right to live and work in Spain and be prepared to ensure that right remains throughout the scope of the contract

It is important to note that the consular caseworker role is very demanding and will entail dealing with casework in situations that may involve death, detention, rape and sexual assault and prison visits. You will be required to deal face to face with highly distressed customers who may be in shock, grieving and in a crisis situation. Candidates should therefore have a high level of resilience to trauma.

Please note that the deadline for applications is 23:55 on the day mentioned in the above field “Application deadline”. We advise you to allow enough time to complete and submit your full application, since only applications completed and submitted before the deadline will be considered.

Please be aware that the deadline for submitting applications is considered to be the time zone for the country where the vacancy has arisen.

Please be advised that the British Embassy will not be able to meet the travel costs incurred when travelling to the interview, nor the costs connected with relocation if offered a job.

No accommodation or relocation expenses are payable in connection with this position. You must have or be able to obtain a local work permit.  

Staff recruited locally by the British Embassy are subject to terms and conditions of service according to local Spanish employment law. 

Employment offers are subject to successful clearance of pre-employment checks. Only short-listed applications will be called for personal interviews.

The British Embassy is an equal opportunities employer and does not discriminate on grounds of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation.

The Embassy also offers the following initiatives/conditions (please note these may change over time):

  • To work flexibly and in a hybrid model (currently 3 days a week from the office if operationally viable);
  • Summer hours – 5 weeks between July and August (chosen by individual and if operationally viable);
  • To access a wellbeing fund for leisure/wellbeing activities;
  • To enjoy many wellbeing initiatives e.g. extra day’s leave on birthday, etc.
  • 25 days standard annual leave + 14 days bank holiday (mixture of British and Spanish);
  • The opportunity to take paid leave to carry out volunteering activities (3 days per year);
  • The Embassy operates a Time Off In Lieu (TOIL) policy in the event of overtime.

*Please note for more information on the Common European Framework of Reference for Languages: Learning, Teaching, Assessment  levels  please click on the following link CEFR. Please bear in mind in case you are invited for an interview your language skill is going to be assessed.

Please be aware that you will only be able to apply to vacancies for Country Based Staff roles with the British Government through this official tal.net site (operated by Oleeo). Jobs may be advertised on third party websites, however our adverts will always link back to the official tal.net site. If you complete and send an application through any other site, we will not receive it.

This opportunity is closed to applications.