Consular Assistant, Grade-AO, Goa

4 weeks ago

Goa, India Foreign, Commonwealth & Development Office Full time
Main Purpose of Job:

This is an exciting opportunity to be part of a high-performing team making a real difference to people's lives, often during times of real distress. The main purpose of the job is providing consular assistance to British nationals in Goa, including in times of crisis.

Key Responsibilities:

Consular Assistance:

  • Handling a full range of assistance cases, including: arrests; hospitalisations; deaths; victims of crime; welfare; and mental health cases, etc, & working to resolve cases flexibly within consular policy guidelines.
  • Issuing Emergency Travel Documents (ETDs) as necessary and providing advice about the exit visa process as required;
  • Dealing with members of the public across the counter, as well as over the phone and on email; responding to enquiries and cases that are escalated to the team by the Consular Contact Centre;
  • Sharing the role of Consular Duty Officer with two colleagues in Goa, which necessitates careful planning and being on call every third week;
  • Ensuring all files – paper and electronic – are up to date, including weeding when required.

Resource and Office Administration:

  • Completing all consular fee-related activity within deadlines;
  • Managing the office cash account, ensuring cash is accounted for and properly receipted in line with finance procedures;
  • Managing the Consular Benevolent Fund;
  • Liaising with Corporate Services in Mumbai and local providers in Goa to manage estate-related services such as Security, CCTV, Fire (alarms, extinguishers, tests), office maintenance, etc.;
  • Overseeing Annual Manual Contracts for physical assets in Goa;
  • Managing the office facilities folder;
  • Maintenance of the consular waiting room and public counter, ensuring the area is stocked with communications material, consular notices, etc; responsibility for the public computer;
  • Liaising with the IT team in Mumbai, London and local providers over Goa IT issues as necessary.

Prevention, Communications and Networking:

  • Working on the Goa elements of the India Prevention Delivery Plan, including research and data analysis, updating key documents and implementing projects as necessary;
  • Spotting and identifying trends and bringing them to the attention of the team and seniors; suggesting possible prevention-related solutions while keeping the wider local context in mind;
  • Building and maintaining relationships with key stakeholders across Goa; maintaining updated active contact lists for use in assistance work and crises;
  • Administrative support and attendance at consular networking events (such as the annual consular reception) and outreach activity.

24/7 Resilient Service:

  • Managing the consular online appointments system.
  • Ensuring all Post essential documents used by the Global Response Centre are updated regularly.
  • Ensuring all systems used by remote teams (such as the Consular Contact Centres) are fully updated with the latest local information at all times.
  • Working with the team to ensure the customer journey, online and physical, is as smooth as possible.
  • Working with the team to ensure local India guides and other customer information on the website is current and regularly updated.

Crisis Planning and Response:

  • Prepare to respond to a crisis by: Being familiar with the various roles you may be expected to take on in a crisis; Updating consular annexes on the Crisis Management Plan bi-annually; Providing administrative support for and participating in all Goa-focussed crisis exercises; Being fully conversant with the Crisis Management system by accessing and practicing it regularly; Performing monthly checks/tests on all consular crisis equipment.
  • Responding to crises in Goa and Western India, as necessary, including obtaining, verifying and updating information through key contacts; deploying to the scene of a crisis, if necessary, following risk assessment.
  • Providing remote or in-person support on crises in the India network and the wider consular region.

Required Skills and Qualifications:

  • Strong customer skills with the ability to help people in stressful situations.
  • Self-motivated, with the desire and ability to take ownership of own work.
  • Strong administrative skills, including organisation and the ability to multi-task.
  • Ability to adapt quickly to immediate and long-term changes in priorities.
  • Good interpersonal and time management skills; a team player.
  • Ability to meet deadlines.
  • An eye for attention to detail and accuracy.

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