Aus (Perth) - Consular Manager, Western Australia

Job Description (Roles and Responsibilities)

**Main purpose of job**:
The British Consulate General in Perth 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 the Head of the Consular Team in Perth, you will lead, motivate and provide strategic direction to a team of consular officers in the day-to-day delivery of high quality consular assistance to British nationals visiting or residing throughout Western Australia. This role reports directly to and works closely with, the Consular Country Manager - Australia located in Perth, assisting in delivering objectives under the Consular Strategy and Australia-wide business plans.

The position also works in collaboration with the Consular Regional Operations Manager located in Canberra and the Consul General Perth, contributing to the leadership of the Perth Consulate-General.
Roles and responsibilities

**Leadership and Management**
- Manage and prioritise caseload within the team ensuring operational performance measures are achieved whilst maintaining timely and accurate records using the FCDO’s consular casework system.
- Motivation and development of the Perth Consular team, ensuring staff are appropriately trained and supported.
- Provide support to colleagues, working under pressure and in a challenging environment, creating a positive, inclusive work environment, focusing on staff wellbeing. Encourage change and innovation; ensuring teams are an exemplar of modern delivery of consular services. Recognise and reward work using the consular awards process and other tools to celebrate outstanding achievements.
- Lead and contribute to the APAC Consular people and wellbeing strategy. This includes participation in reviews, workshops and overseeing the delivery of network wide initiatives that support positive outcomes.
Contribute to effective budget management, providing accurate forecasting and reporting for the delivery of services and effective outreach and prevention activities.

**Partnerships / Prevention**
- Build and maintain a strong network of contacts and stakeholders including local officials and authorities, friendly diplomatic missions, British associations, ex-patriate groups and NGOs.
- Develop, oversee and actively participate in the delivery of a programme of locally focussed prevention activities to reduce the number of preventable incidents and prevent incidents from getting worse, minimising the risks and impacts to British people overseas. Contribute to identifying opportunities and implementing national level activities, in partnership with Consular Manager Australia and other Australian posts.

**Assistance and services**
- Oversee and provide direction on high profile and complex assistance cases, ensuring that an appropriate level of assistance is provided to customers, prioritised to those most vulnerable.
- Undertake prison, detention centre and hospital visits as required, and liaise with bereaved families.
- Lead and provide direct assistance on a number of complex cases including speaking to and meeting with, distressed families, detainees or hospitalised persons and engage with customers with welfare and/or mental health concerns.
- Manage and drive improvements to customer service delivery across the Consular Section.

**Business continuity and crisis**
- As part of our whole-of-mission 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
- In times of peak operational demand, work flexibly within the section.
- Contribute effectively to post’s Crisis Committee and to training and exercising.
- Identify opportunities to support other posts within the Australian network to promote equality and access to opportunities for all staff.

**Resources managed (staff and expenditure)**:
Direct line management of two pro consuls

Essential qualifications, skills and experience
- Good self-management and organisational skills, with an ability to work under pressure in challenging, stressful situations, demonstrating a high level of resilience.
- A high degree of resilience and flexibility, including working unsocial hours in an emergency.
- Proven ability to manage internal and external stakeholder relationships.
- IT proficiency - Using MS Office, Outlook and ability to learn FCDO systems.

**Language requirements**:
Language: English
Level of language required: Fluent written and spoken English

Desirable qualifications, skills and experience
- Strong written and verbal communication skills
- Experience in producing timely and accurate written information.
- Ability to travel as required.
- Required behaviours- Managi