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.  

In this role you will deliver and manage consular services and assistance to British Nationals in Victoria, South Australia and Tasmania in line with our public guide “Support for British Nationals Abroad: A Guide”. You will lead on management of straight-forward and complex casework and assist other team members (1 in Melbourne) with their own cases.

You will also lead on projects to minimise risks to British residents and visitors, to help “prevent” them from getting into difficulty. This will include writing preventative online guides, organising events and lobbying the government and local authorities, often with other sections or the Consul/Deputy Consul General in Melbourne. You will support on crisis preparedness and response.

You will report to the Consular Country Manager Australia (in Perth) and work closely with the other consular managers in Brisbane, Sydney and Perth, the Consular Regional Operations Manager in Canberra, and the senior leadership of the Consulate-General Melbourne – contributing to the efforts of the wider mission.

People applying for this position may be considered for other vacancies in the Australia network.

Roles and responsibilities:

Consular assistance and services

• Leading on complex/high profile cases involving vulnerable British Nationals. This might involve supporting families of people who have been bereaved, including victims of murder; giving welfare assistance to destitute British people; supporting victims of crime (including rape and sexual assault) and people who have been hospitalised or experiencing mental health concerns; as well as visiting British prisoners and responding to a host of other issues. Please note this could require visiting detention centres and other challenging environments; some cases will have media and/or parliamentary interest.
• Supporting and advising other consular officers on complex assistance cases, advocating for improvements to customer service delivery.
• Managing Consular Services, such as issuing Emergency Travel Documents to British nationals and facilitating citizenship ceremonies.

Prevention

• Leading on prevention initiatives that support British nationals in Victoria, South Australia and Tasmania, contributing to wider Australia initiatives, and online information packs and guidance.
• Identify and lobby government and local authorities on key consular issues, with support from Consulate-General/Australian network colleagues.
• Build and maintain productive relationships with internal and external stakeholders through regular engagement and outreach.
• Contribute to research and drafting of online guides (e.g., for bereaved relatives, or prisoners) for the UK government website.

Business continuity and Crisis

• In a crisis, or when supporting on a complex case, you may be expected to travel at short notice or work outside of normal contracted hours.
• We take a ‘whole-of-mission’ approach to crisis preparedness and response. You will support this at post, focusing on planning and the consular aspects of crisis response, including as consular manager in a crisis.

Managing people, operations and information

• Meeting consular business targets and ensuring cases are updated promptly on our management information system.  This will involve close monitoring of Key Performance Indicators (KPIs) and monthly statistical returns
• Managing 1 person in Melbourne, taking responsibility for motivating and developing the Melbourne Consular team, encouraging change and innovation, recognising growth. 
• Provide support to colleagues, working under pressure and in a challenging environment, creating a positive, inclusive work environment, focusing on staff wellbeing.
• Contribute to Australia budget management and reporting – providing accurate forecasting and detail. 
   

Australia consular is a team of thirteen people, spread across Australia, with two in Melbourne focused on providing consular assistance to British nationals in Victoria, South Australia and Tasmania. You will be expected to work flexibly and collaboratively with other team members, sometimes covering for others on leave, and occasionally working outside your normal remit during crisis and periods of high pressure. 
You should be aware that consular work involves difficult conversations with distressed individuals and may require visiting challenging environments, such as prisons and hospitals, so emotional intelligence and personal resilience are essential.

Resources managed (staff and expenditure): 

Direct line management of one staff member

• Ability to drive high quality service standards and plan and prioritise for a busy section using critical thinking and problem solving skills, applying procedures and guidance.
• Good self-management and organisational skills, with an ability to work under pressure in challenging, stressful situations, 
• A high degree of resilience and flexibility, including working unsocial hours in an emergency.
• Proven ability to manage internal and external stakeholder relationships.

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