View Vacancy - Pro Consul

The Consular Team in British Embassy Cairo is looking to appoint a Pro Consul grade A2 (L).

Main purpose of the job:

The successful candidate, based in the British Embassy in Cairo, will have the ability to deliver a professional and efficient Consular service to British Nationals in Egypt.

The main purpose of the role, reporting to the Vice Consul, is to ensure that British Nationals receive a professional high quality service and advice provided is accurate, timely, consistently and offered in a sensitive manner and in line with FCO guidance. This will include assisting British Nationals, including in time of crisis, developing and maintaining contacts with local authorities and in the community, providing notarial and documentary services, and taking part in our communications and prevention work.

In response to local or regional crisis, they job holder will play a key role in the section’s response and deployment.

The successful candidate will need to be a self-starter, resilient, highly motivated and have excellent interpersonal and office management skills.

Main Duties and Responsibilities:

• Provide accurate advice and assistance in a sensitive manner to British Nationals and their families via face to face (pre-arranged meetings/walk-ins), telephone or email on a range of issues such as:

1. Detainees, including visiting police stations and prisons
2. Hospitalisations
3. Dealing with bereaved families
4. Child custody issues
5. Missing Persons
6. Mental Health
7. Other sensitive cases such as rape, child abduction, forced marriage

• Maintain accurate and concise case records of services provided (CASEBOOK/BRIDGE)
• Ensure all customer correspondence replied to in a timely and efficient way, providing consistent, accurate information in accordance with FCO guidelines.
• Be prepared to work out of hours, occasionally anti-social hours, as required.
• Travel inside Egypt to support complicated cases and for networking with our contacts
• Take part in the Embassy emergency planning and any response to a Crisis affecting UK citizens.  
• Contribute to the Embassy corporate agenda
• Administering the appointment booking system
• Providing a range of counter services including notarial work and Emergency Travel Documents (ETDs) ensuring consistent customer service to BNs
• Collecting fees, cashing up and other financial requirement
• Ensure deadlines for Returns and Management Information are met

Prevention Communications and Outreach

• Working with the Vice Consul develop and deliver high quality local prevention and communications work, working closely with the post press/communications team and other senior stakeholders. Producing materials, using social media and attending events.
• Monitor changes in local procedures and practices, ensuring that all information and guidance for BNs reflects changes and is up to date e.g. service providers, lawyers list, travel advice, web pages

General

• Carry out other reasonable ad-hoc duties in support of the Consular function.
• Participate in other embassy committees and support corporate activities as appropriate

Key Competencies:

• 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.
• Making Effective Decisions - Effectiveness in this area is about being objective; using sound judgement, evidence and knowledge to provide accurate, expert and professional advice.
• Delivering at Pace - Effectiveness in this area means focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes.
• Changing and Improving - People who are effective in this area are responsive, innovative and seek out opportunities to create effective change. It’s about being open to change, suggesting ideas for improvements to the way things are done, and working in ‘smarter’, more focused ways.

• The successful candidate will need to be fluent in English and Arabic both spoken & written communication skills
• Previous experience in an Embassy or International Organisation
• 2 years previous consular experience or similar experience in a customer service role
• Computer literacy in all Microsoft Office Packages and accurate typing skills
• 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
• Excellent customer care skills and the ability to respond to a range of customer’s needs
• Good interpersonal skills
• Consular work can sometimes be stressful and of a sensitive nature. The successful applicant will therefore be expected to maintain absolute consular confidentiality and impartiality.