View Vacancy - BK - Pro Consul, A2 (L)

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. The successful candidate will be working in a fast-paced environment where the ability to work under pressure is vital. Consular officers have the opportunity to make a direct difference to people’s lives in sometimes challenging circumstances.  The job requires dealing with sometimes extremely sensitive cases, or responding to crises.

Roles and responsibilities: 

Operations Delivery - Case Management Practice

Manage a full range of casework, of British people requiring consular assistance in Thailand, ensuring that clients’ needs are assessed according to guidelines and cases are planned and delivered in line with FCO policies and local procedures.  

Effectively manage and prioritise caseload, maintain timely and accurate records using the FCO’s consular casework system.  Where necessary, travel within Thailand to provide assistance directly to the customer.

Supporting British people who have been hospitalised through ill health or as a result of an accident, by advising them of the options available to them (or their family), monitor their welfare including visits where appropriate.  Advise the patient, their friends or families on local procedures and liaise with medical staff and relevant authorities and medical/insurance providers.

In the event of a death of a British person in Thailand, assist the bereaved next of kin by explaining local procedures, liaising with international undertakers and relevant local authorities.

Support British people who have been arrested and/or detained in Thailand, by providing information about local procedures and legal service providers, undertake regular visits to monitor their welfare and liaise with the authorities on any welfare matters or health referrals in line with the international standards.  Undertake urgent visits as required.

In addition provide assistance to British people who are:

• Victims of serious crimes, such as assaults or sexual/domestic violence.
• Experiencing mental health issues, have other safeguarding concerns, or are missing in Thailand.
• Experiencing financial difficulties.
• In need of assistance on family matters such as child safeguarding, custody or abduction issues.
• Involved in crisis or emergency situations (sometimes requires unsociable working hours).
• Requiring general consular information and advice, in person by telephone or via correspondence.
• Process Emergency Travel Documents as required.

Operations Support

In support of Consular operations:

Participate in the core duties and activities of your team’s key responsibilities: Network & Operations, Consular Excellence or Complex Cases and Safeguarding.

Fulfil the role of a thematic champion in one of the Consular service areas, acting as the team’s subject expert.

Support the maintenance of accurate information and service provider lists for inclusion into 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.

Support the induction of new starters by providing cover for colleagues within the Consular Section as necessary.

Undertake ad hoc tasks as directed by line managers.

Team player proving support and understanding to colleagues dealing with traumatic events, distressed British people and complex cases.

Projects and Engagement

Participate in projects in the Thailand Country Business Plan and Consular Team objectives 

Support where appropriate outreach, engagement or partnership initiatives, building relationship with key stakeholder, authorities and partner organisations. 

Business Continuity and Resilience 

In crisis /emergency situations work as required to support Embassy response (sometimes on a shift pattern working unsociable hours).

In times of peak operational demand, work flexibly within the section.

Resources Managed

Possible line management of a Consular Assistant. 

• 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 unsociable 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 Requirements

• For candidates with English as a second language, certification at IELTS (or equivalent) level 7 minimum or higher within the last 2 years is required. All skill areas (Writing, Speaking, Listening and Reading) must be IELTS score 6.5 or higher