View Vacancy - Consular Assistance Officer, Northern India - New Delhi

Main purpose of the job:

We are here to help British people when they need us most, including in times of crisis. This is an exciting opportunity to be part of a high performing team that makes a real difference to people’s lives. The main purpose of the job is to provide consular assistance to British nationals across Northern India, and the surrounding states. We want to reduce the number of preventable incidents, so developing partnerships and proactive prevention initiatives will be essential. We value excellence, empathy and efficiency.

Roles and responsibilities:

Office Administration:

• Ensuring the smooth working of the Consular team by being responsible for all office administration tasks.
• Maintaining the Consular Registry and archives in good order, including filing and weeding in accordance with consular guidelines.
• Maintenance of the Consular Waiting Room and public counter, ensuring both areas are stocked with communications material, forms, all relevant consular notices in line with the CROM checklist, and any other material necessary. Responsibility for ensuring the consular standalone computer is connected to the internet, and is updated by IT with any security software needed.
• Receiving and dealing with incoming and outgoing post, including opening, logging, distribution and responding to straightforward letters and enquires.
• Administrative support on consular events such as the Consular Reception, etc.
• Stationery maintenance and requisitions.
• Maintaining section contact lists, updating and weeding as necessary.

Assistance:

• Working to assist British Nationals in distress in Northern India, across the counter and over the telephone.
• First point of contact for customers coming to the Consular Counter, ensuring all visitors are provided with a counter form, and assisting them with help and guidance from consular colleagues.
• Handling applications for Emergency Travel Documents (ETDs), from meeting the customer at the counter all the way through to issue of the ETD.
• Preparing bespoke FRRO letters to accompany ETDs. Maintaining the ETD files and weeding them in accordance with policy.
• Providing consular assistance on straightforward assistance cases, e.g. natural deaths that require repatriation letters, documentary services such as NOCs for adoption, etc and handling citizenship ceremonies.
• Send out feedback survey material for all consular cases.
• Back up both B3L Consular Officers as necessary on consular assistance casework.

Enquiries and Statistics

• Handling the consular enquiries mailbox, responding to emails and maintaining statistics.
• Maintaining a log of telephone calls that come in from the contact centre and externally.
• Reviewing and updating Post Essential Information (PEI) documents for the Global Response Centre and the contact centre every quarter.
• Providing back up to the Consular Officer on monthly Management Information reports.

Crisis Management:

What we do: 

This is a really exciting opportunity to be part of a high performing Consular Team that makes a real difference to people’s lives.  The successful candidate will be based in New Delhi and be part of the Northern and Eastern Indian consular team. The job holder will be managed by the Head of Consular Operations based in New Delhi.

Consular Excellence is about providing high quality, modern, cost effective and efficient support to British nationals overseas.

The Consular Strategy 2016 – 2020 focuses on:

• Helping reduce the number of preventable incidents before they happen and help minimise the risk to British people overseas.
• Helping British people take responsibility for travelling, living and working overseas safely.
• Providing professional and tailored assistance to British people when they most need our help including in times of crisis.

What we want from you:

The role calls for someone who can work independently, is highly motivated with excellent communication skills and has the ability to provide assistance to British nationals when they are at their most distressed and vulnerable. It is tough work and can be emotionally draining but it is also extremely rewarding.

You will need to be pro-active and take responsibility for your own work. You will also be required to engage on complex and high profile cases so there will be times when you will be called upon to attend court hearings, prisons, hospitals and government offices. The work is unpredictable and varied, so we need someone who is open minded, sympathetic and prepared for any situation. You need to be a clear and persuasive communicator and have the ability to manage relationships with a range of customers, stakeholders and colleagues across India, the wider South Asia region and London.

As well as being part of the consular team in India you will also be part of the MENASA Consular Network and the Global Consular Team. The job offers the opportunity for travel across Northern India, building key partnerships with internal and external stakeholders. Due to the nature of consular work it is difficult to predict when someone will need our assistance so this is not a job that always starts at 0900 and ends at 1700. It will occasionally require working outside normal core working hours and also travel at short notice. You will need to be prepared to respond to calls from our Global Response Centre out of hours. You will have the opportunity to support the other consular teams in India with high profile /complex cases. You will have the opportunity to volunteer to provide resilience to other teams across MENASA.

All mandatory training will be provided along with a variety of developmental opportunities. We actively encourage our staff to take part in learning and development opportunities. Some of this mandatory training will take place in the UK and other MENASA countries.

So we need someone who is pro-active and able to deliver results; can work with a varied group of stakeholders and find innovative solutions to problems; at times in different posts, with colleagues from different backgrounds and cultures. To do this, you will be flexible, resilient under pressure, and a strong team layer. You will get the tools and support you need to achieve all of the above.  In return you will be working with a great team of people, doing rewarding and important work that really makes a difference.  In an organisation that values diversity and provides opportunities for professional and personal development.

Learning and development opportunities:

Wide range of development opportunities supported through exposure to regional Learning & Development programme under the 70/20/10 principle. Mandatory training/guidance and e-learning will be provided on systems e.g. Casebook, Prism, Share Point and a range of consular and crisis training will be provided within the first 6 months.

Language requirements:

English – high proficiency, both written and oral. Competency in spoken Punjabi with knowledge of other North Indian languages would be an advantage. 

Level of language required: English - Extensive

Other skills / experience / qualifications:

EDUCATION:

• Be a graduate with at least 2 years of customer service experience (candidates without the required academic qualifications but with exceptional practical experience will be considered).
• High proficiency in English Language communication – both written and verbal.
• High capability in MS Office application – especially MS Outlook, Word, Excel and Power Point.

EXPERIENCE:

• Good communicator at all levels with excellent standards of written and spoken English;
• Ability to work to deadlines with attention to detail & accuracy.
• Strong customer service skills with ability to focus on the customer requirements.
• Self starter with good interpersonal & time management skills.
• Previous experience in similar profile is desirable.