tendersglobal.net
Job Category
Foreign, Commonwealth and Development Office (Consular Roles)
Job Subcategory
Consular
Job Description (Roles and Responsibilities)
Main purpose of job:
The British Embassy in Mexico is part of the Foreign, Commonwealth and Development Office’s (FCDO) worldwide network of 270 Posts, representing British political, military, economic, and consular interests overseas.
Consular assistance is an FCDO priority and issuing Emergency Travel Documents (ETD’s) is a large part of the assistance offered to British nationals whilst working or travelling overseas.
The Emergency Travel Document Centre operates as a global processing centre, managing all ETD applications globally from three centralised locations (Singapore, Madrid and Mexico City). Between the three locations we operate a near 24 hour service, 6 days a week.
This is an exciting opportunity to join a busy, fast paced team providing direct assistance to individuals around the world every day.
You will be specifically managing a large number of complex applications, investigating applicants situation and making decisions based on the information provided. The role will include checking documents and assessing applicant’s eligibility; taking payments for applications; data inputting and processing applications; printing Emergency Travel Documents and organising courier delivery; liaising with applicants, usually by email or by phone and interviewing applicants via video link.
There are line management responsibilities associated with this role and a level of previous experience in this is desired.
Please note that ETD applicants are often distressed and often vulnerable, requiring staff undertaking this role to be resilient and able to work under pressure. This is a very rewarding role with a global reach. You will provide support on a daily basis to people across every continent making important journeys, often out of situations that are challenging or stressful. You will work closely with Consular teams across the globe.
This is a rewarding role particularly for someone who is looking for a role that provides a direct, positive outcome for individuals. The successful candidate is able to prioritise effectively, work pro-actively with well-rounded verbal and written communication skills. The successful candidate must also be a strong team player able to consider other people’s points of view and understand the big picture when working with others.
Roles and responsibilities:
- Assessment of complex ETD applications (25%)
Reviewing initial submissions of complex ETD applications ensuring correct and sufficient documentation has been provided, verifying identity using government systems. Assessing safeguarding of more vulnerable applicants and working with internal stakeholders around decision making. Requesting further documentation where required, this may be via email or phone. Liaising with Consular colleagues across the globe and/or policy teams in the UK. - Interviewing ETD applicants (25%)
Managing an interview schedule to conduct interviews via video link to confirm identity of ETD applicants, using government systems. These may be adults, children or families often complex and/or vulnerable. - Making decisions to issue ETDs (25%)
Reviewing cases that have been assessed and/or interviewed ensuring ETDs are issued correctly against policy and process. Ensuring the ETD will be issued as per the travel requested. Approving ETDs and conducting a final check of the application. - Line Management responsibilities (15%)
Act as the line manager of up to 2 staff, providing support and performance management including regular one to one meetings and career conversations - Administrative duties (10%)
Responding to public or internal queries in shared mailboxes, data entry, stock management of ETD stock including printing of ETDs, preparing ETDs for collection or courier. Attendance in team and network meetings. Answering escalated calls.
Essential qualifications, skills and experience
Essential on arrival:
- Experience working in a high paced, customer focused working environment
- Experience working in an administrative hub or centralised operation
- The ability to work flexibly in a fast paced, changing environment
- Good organisational skills to deliver within required timescales
- Customer service skills with 3 years experience minimum
- Consular experience and knowledge
Language requirement:
English proficiency
Desirable qualifications, skills and experience
Desirable:
- Line management experience
- Previous experience interviewing customers or stakeholder
Required behaviours
Changing and Improving, Delivering at Pace, Making Effective Decisions, Working Together
Application deadline
5 September 2025
Grade
Administrative Officer (AO)
Type of Position
Full-time, Permanent, Flexible working
Working hours per week
38
Region
Latin America and Spanish speaking Caribbean
Country/Territory
Mexico
Location (City)
Mexico City
Type of Post
British Embassy
Number of vacancies
1
Salary Currency
MXN
Salary
21,762.00
Type of Salary
monthly
Start Date
20 October 2025
Other benefits and conditions of employment
Candidates must be able to live and work in Mexico in their own right at time of application.
Please ensure you answer all application questions in full as CVs will not be considered in the recruitment process until the interview stage.
The successful candidate will be subject to a security clearance and professional reference checks.
Employees who are not liable to pay local income tax on their Mission salary, eg some non-local national staff and some spouses or partners of UK diplomatic staff, will have their salaries abated by an equivalent amount.
Appointable candidates who were unsuccessful may be placed on a ‘reserve list’. If during the reserve period of 12 months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate.
Normal working hours are 8am to 4pm, Monday to Friday, however there may be requirement to work outside of these hours, this may include weekends, unsociable hours and public holidays. The exact working hours and shifts will be determined by the British Embassy Mexico City.
No accommodation or relocation expenses are payable in connection with this position. You must have or be able to obtain a local work permit.
Additional information
Closing date of receiving applications is before 23:55 (Local Time) on 05 September 2025.
All applicants must fully complete the online application form, including the sections for employment and educational details, experience, and behaviour-based questions. Only those applications that contain all required information will be considered. To ensure the sift process remains anonymous, please do not include any personally identifiable information in your application form.
All staff at the British Embassy and its Consulates in Mexico are expected to work towards the UK mission statement of Building a UK/Mexico partnership, which makes the world and us more prosperous and secure, and to embody the Embassy’s agreed values of Honesty, Respect, Inclusion and Professionalism.
Benefits:
Guaranteed Monetary Benefits
- 30 days Christmas Bonus per full year worked (pro rata on the first year).
- 50% Holiday Bonus based on your annual leave entitlement, additional to your paid annual leave.
*For benefits purposes our year runs from 01 January to 31 December.
Other Monetary Benefits
You will be eligible to an annual Performance Related Bonus. Performance Pay is granted to employees who receive a full year’s performance appraisal and meet or exceed their performance targets.
*Our assessment period for appraisals runs from 01 April to 31 March of the following year.
Other non-monetary benefits
- Social Security coverage under Mexican Law.
- Private Medical Scheme which covers our employees, their legal dependants under the age of 25, and spouses/partner provided they do not receive additional medical services from another employer.
- Entitlement of annual leave as follows:
From 0 to 1 year entitled to 16 days (Pro rata on the first year)
From 1 to 5 years of service increases to 25 days
From 5 years of service onwards increases to 30 days
14 Public Holidays including a combination of Mexican and British festivities.
Working Patterns
Shift patterns, Monday through to Sunday. Weekend work and public holidays. 24/7 contract.
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