Main purpose of job:

The British Embassy Phnom Penh is a diplomatic mission of around 30 staff, delivering a dynamic and rapidly expanding programme of activity in support of the UK’s objectives including on prosperity, trade, security, open societies, consular services and law enforcement. The Embassy is a modern, diverse and inclusive employer where everyone contributes to the Embassy’s CORE Values of Generosity, Ambition and Courage. 

As part of a small consular team, the Pro-Consul will provide assistance and support to British people in Cambodia, either visitors or residents, who experience problems, difficulties or crises.  Consular work covers a wide range of issues from the issuing of emergency travel documents, providing advice and welfare support – including to victims of crime, rape and sexual assault, dealing with death and hospitalisations, detention, arrests and deportation.

You will also deliver consular prevention outreach activities and support more country-wide activity in engaging with British travellers and local authorities.  The role also involves supporting the British Embassy’s crisis preparedness and being an integral part of its response to major incidents involving British nationals. 

Consular work is extremely rewarding but also challenging.  The role is in a fast-paced envrionment, dealing with extremely sensitive cases and responding to crises and stressful events. It requires personal resilience and a flexible, empathetic attitude.

The team works within a supportive Asia Pacific Consular Region and is supported by the Consular Regional Operations Manager for South East asia, based in Kuala Lumpur.

The role involves ensuring that consular services in Cambodia are delivered in line with the Foreign, Commonwealth and Development Office (FCDO) Consular and Crisis Strategy and its Consular Charter.

Roles and responsibilities / what will the jobholder be expected to achieve:

To effectively manage and prioritise the full range of consular casework for British people in Cambodia ensuring their needs are assessed, planned and delivered in line with FCDO policies and local procedures.  When necessary, this may sometimes require travel within Cambodia. 

 Assistance Work (70%)

This covers a broad range of issues, the most common being:

• Hospitalisation: support British people who have been hospitalised through ill health or an accident, advising on the options available to them (or their family); monitor welfare, including visits where appropriate; to advise them, their friends or family on local procedures, and liaise with medical staff, relevant local authorities.
• Death: assist the family and/or next of kin by explaining local procedures, liaising with international undertakers and relevant local authorities, ensuring that any burial, cremation or repatriation is timely and dignified.
• Arrest and detention: Provide information about local procedures and legal service providers; to undertake regular prison and immigration detention centre visits to monitor their welfare and liaise with the authorities on any welfare or health concerns in line with the international standards.
• Victims of crime: Assist victims of crime, including rape and sexual assault or physical attack.
• Welfare: assist those experiencing mental or physical health or addiction issues, financial difficulties, provide general advice and guidance.

Prevention (20%)

• You will contribute and lead projects to deliver prevention messages in line with the embassy business plan and the consular strategy.
• You will also support our work to build and maintain networks of a range of key stakeholders, authorities and partner organisations such as Cambodian Police and local hospitals.

Crisis planning and preparedness (5%)  

• You will play a key role in ensuring the consular team provides effective support to British travellers/expatriates in the event of a natural or man made crisis. 
• You will participate in training and planning for crisis ensuring that all consular elements of a crisis response are captured and planned for. In crisis/emergency situations, you will need to work as required to support the Embassy response (sometimes on a shift pattern working unsociable hours). In times of peak operational demand, you may need to work flexibly within the section.

Wider corporate activity (5%) 

• You will make a contribution to the smooth running of the British Embassy either through committee membership or another voluntary role to support the vision and values of the Embassy.

Language:

Expert in Khmer and English

• Excellent interpersonal and communication skills with a strong customer service focus
• Experience of dealing with customers of various nationalities
• Ability to follow detailed procedures and guidelines in making judgements and solving problems
• Ability to deal sensitively and empathetically with difficult situations and people in distress
• Flexible, resilient under pressure and decisive, with a track record of delivering results to a high standard within tight deadlines;
• Ability to liaise with and manage relationships with external contacts;
• Familiar with Microsoft Office, Outlook, Teams, and WhatsApp
• Flexibility to occasionally travel to other parts of Cambodia, sometimes outside of normal work hours.