AUS (Melbourne) - Consular Services Officer, AO

View Vacancy - AUS (Melbourne) - Consular Services Officer, AO

The British Government is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability.

We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law.

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.

As a member of the Consular Team in Melbourne, you will provide high quality consular services to British nationals visiting or residing throughout South Australia, Tasmania and Victoria.

You will work in an immediate team of 2 caseworkers to independently manage a range of consular assistance cases. You will report directly to the Consular Manager SA/TAS/VIC located at the British Consulate-General in Melbourne.

Consular officers could make a direct difference to people’s lives in challenging circumstances. The job includes dealing with sensitive issues and may involve responding to crises and stressful events.

Roles and responsibilities include:

- Delivering consular assistance services to British nationals and their families.
- Providing occasional face-to-face support.
- Managing our Emergency Travel Document (ETD) service.
- Organising citizenship ceremonies and other consular stakeholder or public-facing events.
- Responding to customer correspondence in a timely and efficient manner.
- Maintaining accurate and concise case records on consular case management systems.

Partnerships, communication and prevention include:

- Assisting the team to build and maintain relationships with local authorities.
- Working collaboratively with internal teams.
- Participating in team planning and delivery of consular prevention and stakeholder engagement activities.
- Monitoring changes in local procedures and practices.

Crisis response includes:

- Participating in crisis preparation and response duties in the event of a crisis affecting a significant number of British nationals.

Essential qualifications, skills and experience include:

- Strong customer service delivery.
- Strong written and verbal communication skills.
- Strong teamwork skills.
- Strong self-awareness with a high degree of emotional intelligence and personal resilience.
- Confident user of Microsoft Office software.

Desirable qualifications, skills and experience include:

- Prior experience working in a consulate or similar professional frontline customer service delivery environment.
- Prior experience working with vulnerable client groups.
- Good understanding of local systems and support organisations in SA/TAS/VIC and/or the UK.

The successful applicant will be expected to maintain absolute consular confidentiality and impartiality.

Learning and development opportunities include:

- Online FCDO learning modules relating to processing Emergency Travel Documents, consular case management and crisis management.
- Consular Fundamentals Course.
- Developing Consular Expertise.

Working patterns include:

- Location: This role must be based at the British Consulate-General in Melbourne.
- Working hours: Our core office hours are 09:00-17:00 Monday-Friday.
- Leave entitlements: Full-time staff benefit from an annual leave entitlement of 22 days per calendar year.
- Travel: Some travel may be required for regional activities.
- Flexible working: This role is suitable for some hybrid and/or flexible working patterns.

The salary on offer is AUD $81,583.00 + 12% superannuation.

We are committed to being an inclusive employer and building a culturally diverse workplace.

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