Dxb - Pro Consul (Ao)

1 week ago

Dubai, United Arab Emirates Foreign & Commonwealth Office Full time

Job Description (Roles and Responsibilities) 1

The British Embassy Dubai has a vacancy for a Pro Consul in the UAE Consular Team on a fixed-term contract for three (3) years.

Our purpose is to support British people living, travelling and working in our region by: providing high quality, accessible consular services, focused on those most in need; responding rapidly to all crises, leading cross-government action; and reducing preventable incidents affecting British people through collaboration with partners and governments.

Reporting to the Vice Consul, the main purpose of the role is to ensure that British Nationals receive a professional, high-quality service and that advice provided is accurate, timely, and consistent, and offered in a sensitive manner and in line with Foreign, Commonwealth and Development Office (FCDO) guidance. This will include 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, the jobholder will play a key role in the section’s response and deployment.

Consular work can sometimes be emotionally challenging, distressing, and of a sensitive nature. The jobholders will therefore be expected to demonstrate high levels of personal resilience and maintain absolute consular confidentiality and impartiality.

**Duties and responsibilities**:
**Provide professional and efficient Consular **service**
- Maintain accurate and concise case records of services provided on consular databases.
- Ensure all customer correspondence are replied to in a timely and efficient way, providing consistent, accurate information in accordance with FCDO guidelines.
- Be prepared to work out of hours, occasionally anti-social hours, as required.
- Take part in the Embassy emergency planning and any response to a crisis affecting UK citizens.
- Administering the appointment system.
- Provide 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 to help to deliver high quality local prevention and communications work, working closely with the Embassy’s 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.

The above list is not exhaustive, and the jobholders will be required to be flexible and take on other ad hoc tasks as required.

**Key behaviours required**:

- ** Delivering at Pace** - Take responsibility for delivering timely and quality results with focus and drive.
- ** Making Effective Decisions** - Use evidence and knowledge to support accurate, expert decisions and advice. Carefully consider alternative options, implications and risks of decisions.
- ** Managing a Quality Service** - Deliver service objectives with professional excellence, expertise and efficiency, taking account of diverse customer needs.
- ** Changing and Improving** - Seek out opportunities to create effective change and suggest innovative ideas for improvement. Review ways of working, including seeking and providing feedback.

Essential qualifications, skills and experience 1
- Arabic language skills, both written and spoken.
- Excellent customer care skills and the ability to respond to a range of customers’ needs.
- Excellent interpersonal and active listening skills, with the ability to cultivate and maintain a range of contacts at all levels.
- 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.
- Fluent in English, both written and spoken. Able to express ideas and messages clearly and concisely, both orally and in written communication.
- Consular work can sometimes be stressful and of a sensitive nature. The jobholder will therefore be expected to maintain absolute consular confidentiality and impartiality at all times.

Desirable qualifications, skills and experience 1
- Previous Consular or related experience/ training, or experience of working in an operational delivery or customer service role.
- Previous experience of creating engaging outreach content, use of social media and other platforms.
- Required behaviours 1- Changing and Improving, Making Effective Decisions, Managing a Quality Service, Delivering at Pace Application deadline 1
- 12 February 2024

Grade 1
- Administrative Officer (AO)

Type of Position 1
- Fixed Term, Full-time

Working hours per week 1
- 35

Duration of Post 1
- 36 months

Region 1
- Middl

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