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Aus (Melbourne) - Pro Consul, Ao
3 months ago
Main purpose of job:
The British Consulate-General in Melbourne is part of a global network providing a wide range of consular assistance and services to British people in Australia, in line with the Foreign, Commonwealth and Development Office's (FCDO) published Consular Guidance and Customer Charter, Consular Services Strategy, local procedures, guidance and performance standards.
As a member of the Consular Team in Melbourne, you will provide excellent consular services to British nationals visiting or residing throughout Victoria, South Australia and Tasmania.
You may also be expected to support consular service delivery in other parts of Australia and/or the Oceania region, where consular work can be complex due to differences in local contexts.
This role reports directly to the Consular Manager for Victoria, South Australia and Tasmania.Roles and responsibilities:
Consular assistance service delivery
- Provide occasional facetoface support, including visiting British nationals in prison, immigration detention facilities, hospitals etc.
- Respond to customer correspondence in a timely and efficient manner
- Maintain accurate and concise case records on consular case management systems
Partnerships, communication and prevention
- Assist the team to develop and maintain relationships with local authorities, including state and federal government agencies (in particular the Australian Border Force and Corrections Victoria/SA Department for Correctional Services) and nongovernment organisations to support case management
- Work productively with internal teams, including colleagues and senior leaders in Australia, Oceania, Londonbased consular casework teams and the FCDO overseas network
- Participate in team planning and execution of consular prevention and stakeholder engagement activities
- Monitor changes in local procedures and practices, ensuring that all information and guidance given to British nationals reflects changes and is up to date, e.g. service provider lists, travel advice, web content
Crisis
- As part of our wholeofmission approach to crisis, participate in crisis preparation and response duties in the event of a crisis affecting a significant number of British nationals, including crisis events outside of Australia
Notarial and administrative duties
- Organise and deliver citizenship ceremonies and other consular stakeholder or publicfacing events
- General cash handling/receipt for paid services
- Other administrative and transactional duties as required, including printing and arranging for the collection of Emergency Travel Documents and the conversion of civil partnerships
- Strong customer service delivery, including sound expectation management skills
- Strong written and verbal communication skills
- Strong teamwork skills, including working collaboratively and supporting others in a small team environment
- Strong selfawareness with a high degree of personal resilience
- Confident user of Microsoft Office software
- Prior experience working in a consular or similar professional frontline customer service delivery environment
- Prior experience working with vulnerable client groups
- Good understanding of local systems and support organisations
Required behaviours
- Making Effective Decisions, Managing a Quality Service, Delivering at Pace, Working Together Application deadline Application deadline day Application deadline month Application deadline year
- 8 August 2023
- Administrative Officer (AO)
- Fulltime, Permanent
- 38
- Asia Pacific
- Australia
- Melbourne
- British Consulate General
- 1
- AUD
- AUD
Start Date Start Date - day Start Date - month Start Date - year
- 1
Other benefits and conditions of employment
Salary is at AU$ 69,303 per annum (paid out monthly), plus 11% superannuation.
Learning and development opportunities (and any specific training courses to be completed):
The Foreign, Commonwealth and Development Office is committed to developing its staff, working hard to provide a comprehensive L&D offer.
The majority of our formal opportunities are delivered through FCDO resources.Mandatory core consular training that must be completed successfully:
- Mandatory consular training courses (e-learning and virtual delivery)
- Mandatory crisis training courses
- Developing Consular Expertise (facetoface at FCDO HQ)
Working patterns:
- Location: This role must be based in the Consulate-General in Melbourne.
- Working hours: Our core off
