Main purpose of job:
The British High Commission (BHC) provides consular advice and services to British nationals visiting and living in Rwanda in line with our publication “Support for British Nationals Abroad: A Guide” and the Consular Strategy. This role is part of the wider Sub-Saharan Africa consular region. Consular work is very rewarding – you have the chance to make a direct difference to someone’s life, often in challenging situations. The successful candidate can expect to work under pressure at times and sometimes dealing with extremely sensitive cases.
Predominantly outward facing, this role may include providing assistance to victims of crime (including sexual assault), people in hospital or detained in prison, death and bereaved families, producing Emergency Travel Documents as well as developing and maintaining a range of contacts within local authorities and organisations. You will develop Prevention initiatives and social media messaging to British nationals.
Roles and responsibilities / what will the jobholder be expected to achieve?:
This is not an exhaustive list, but the jobholder will be expected to undertake a range of duties including:
- Supporting distressed British nationals in line with policy, recording casework on our online case management system
- Respond to enquiries
- Processing Emergency Travel Document (ETD) applications
- Maintaining public information packs and lists e.g. bereavement information, prisoner packs, lists of lawyers, hospitals, funeral directors etc.
- Look for opportunities to develop effective prevention initiatives
- Produce social media messages aimed at British nationals
- Manage online appointments booking system
- Process payments for consular services
- Managing information, completing returns and other administrative tasks
- Develop and maintain strong relationships with key interlocutors including Police, Ministry of Foreign Affairs, Immigration, airlines, other diplomatic missions etc.
- Assist in Post preparation to large-scale events, including supporting the Deputy High Commissioner in updating the Crisis Management Plan
- Responding to mass casualty incidents or crises
- Participate in crisis training and events, keeping crisis awareness up to date
Corporate and Regional
- Contribute to the wider work of the High Commission as well as the Sub-Saharan consular region by supporting cross-mission activity and working with regional consular colleagues. There may also be (voluntary) opportunities to provide regional resilience support to other British Embassies/High Commissions in the region.
Resources managed (staff and expenditure):
A small budget to support prevention activity
- Excellent IT literacy
- Excellent interpersonal and customer service skills
- Ability to research and follow guidelines, and to plan and prioritise effectively
- Strong all-round communication skills with ability to tailor messages to different audiences
- Ability to complete work to a high standard under pressure, with a focus on attention to detail and customer service
- Language: Written and spoken English
- Experience of working in an international environment
- Experience of supporting distressed individuals
- Language: Written and spoken French
Learning and development opportunities (and any specific training courses to be completed):
Consular Essential Assistance Work (EAW), part online, part classroom based – usually held in London
Other consular online learning modules
Attendance at Sub-Saharan Africa consular conference (annually), somewhere in the region
Attendance at L&D training event for Sub-Saharan Africa consular staff (bi-annually), somewhere in the region
Sub-Saharan Rapid Deployment Team and regional resilience opportunities
Job shadowing a consular team in another British mission in the region
The FCO encourages a culture of continuous learning and all employees have access to online learning platforms, which give access to training to improve skills, job specific and wider.
This is a part-time position, working 18 hours over 4 mornings a week.
In the case of rare emergencies, the jobholder must be prepared to work out of hours for which time off in lieu or potentially overtime will be given, subject to prior agreement with management.