Note: All applicants are required to mandatorily fill the complete online application form including the employment and educational details, experience segment and the behaviour-based questions. We will be thoroughly reviewing the application forms only for all the required details. Forms that are incomplete in any respect will not be considered while shortlisting for the next stage.

Main purpose of job:

We are here to help British people when they need us most, including in times of crisis. This is an exciting opportunity to be part of a high performing team that makes a real difference to people’s lives. The main purpose of the job is to provide consular assistance to British nationals across Northern India (Punjab and Haryana). We want to reduce the number of preventable incidents, so developing partnerships and proactive prevention initiatives will be essential. We value excellence, empathy and efficiency.

We reserve the right to review, revise or amend the roles and responsibilities from time to time reflecting the changing needs of business.

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

Assistance: 60%

• Lead on consular assistance casework, support British nationals and their families with tact, emotional awareness and in line with consular guidance and the Consular Strategy.
• Work effectively with internal and external partners to provide a professional service, which is tailored to each individual’s needs.
• Keep up to date with new policies on assistance work
• Provide resilience and support for colleagues elsewhere in India and in the wider MENASA region (Middle East, North Africa and South Asia).

 Network & Communications 20%

• Active involvement in the formulation and promotion of prevention initiatives, including the use of social media communication campaigns.
• Plan and attend meetings, receptions and outreach visits to promote our services and develop contacts to enhance our effectiveness.
• Maintain partnerships with existing key external stakeholders, and identify new ones to collaborate with. Develop working-level contacts with local authorities and other diplomatic missions. Build contacts with external stakeholders such as airlines, tour operators, welfare authorities, local charities, and British community groups.

Crisis: 20%

• Work on crisis planning and develop working-level contacts in Northern India (e.g. other diplomatic missions, the travel industry, police and wardens).
• Work with the Corporate Services Manager to review and check crisis IT and equipment. Ensure that the grab bags are fit for purpose.
• During a crisis obtain, verify and update information through key contacts and deploy to assist British nationals when it is safe to do so.

What we do:

This is a really exciting opportunity to be part of a high performing Consular Team that makes a real difference to people’s lives.  The successful candidate will be based in New Delhi and be part of the Northern and Eastern Indian consular team. The job holder will be managed by the Head of Consular Operations based in New Delhi. You will provide Maternity cover for Consular officer who normally works in Chandigarh.

Consular Excellence is about providing high quality, modern, cost effective and efficient support to British nationals overseas.

The Consular Strategy focuses on:

• Keep British people safer abroad and help British people living and travelling abroad take responsibility for their safety.
• British people, who are unable to protect themselves because of the context they are in or who they are as an individual, receive the consular support they need. Specific focus on complex cases and proper escalation/handling
• Rapid, scalable crisis response capability available to be deployed 24/7 when British people are caught up in a crisis abroad.
• Provide resilient, personalised support to British people abroad who need to access our services at any time of day or night, integrating our 24/7 global consular services with local in-person assistance
• Develop our professional consular service, drawing on expertise across the mission and external specialists. We will support our customers and each other

What we want from you:

The role calls for someone who can work independently but also as a part of a team, is highly motivated with excellent communication skills and has the ability to provide assistance to British nationals when they are at their most distressed and vulnerable. It is tough work and can be emotionally draining but it is also extremely rewarding.

You will need to be pro-active and take responsibility for your own work. You will also be required to engage on complex and high profile cases so there will be times when you will be called upon to attend court hearings, prisons, hospitals and government offices. The work is unpredictable and varied, so we need someone who is open minded, sympathetic and prepared for any situation. You need to be a clear and persuasive communicator and have the ability to manage relationships with a range of customers, stakeholders and colleagues across India, the wider South Asia region and London.

As well as being part of the consular team in India you will also be part of the MENASA Consular Network and the  Global Consular Team. The job offers the opportunity for travel across Punjab and Haryana to conduct Prison visits, building key partnerships with internal and external stakeholders. Due to the nature of consular work it is difficult to predict when someone will need our assistance so this is not a job that always starts at 0900 and ends at 1700. It will occasionally require working outside normal core working hours and also travel at short notice. You will need to be prepared to respond to calls from our Global Response Centre out of hours. You will have the opportunity to support the other consular teams in India with high profile /complex cases. You will have the opportunity to volunteer to provide resilience to other teams across MENASA.

All mandatory training will be provided along with a variety of developmental opportunities. We actively encourage our staff to take part in learning and development opportunities. Some of this mandatory training will take place in the UK and other MENASA countries.

So we need someone who is pro-active and able to deliver results; can work with a varied group of stakeholders and find innovative solutions to problems; with colleagues from different backgrounds and cultures. To do this, you will be flexible, resilient under pressure, and a strong team player. You will get the tools and support you need to achieve all of the above.  In return you will be working with a great team of people, doing rewarding and important work that really makes a difference.  In an organisation that values diversity and provides opportunities for professional and personal development.

Language requirements:

Language:  English – high proficiency, both written and oral.

Necessary – High proficiency in spoken Punjabi with knowledge of other North Indian languages would be an advantage.

Level of language required: English – Extensive

Learning and development opportunities (and any specific training courses to be completed):

Wide range of development opportunities supported through exposure to regional Learning & Development programme under the 70/20/10 principle. Mandatory training/guidance and e-learning will be provided on systems within the first 6 months.

Working patterns:

Consular Team fully supports flexible working patterns. Work timings can be discussed and agreed with the Line Managers at all times.

Essential on arrival:  

EDUCATION:

• Be a graduate with at least 3 years of relevant experience (candidates without the required academic qualifications but with exceptional practical experience will be considered).
• High proficiency in English Language communication – both written and verbal.
• High capability in MS Office application – especially MS Outlook, Word, Excel and Power Point.

EXPERIENCE:

• Good communicator at all levels with excellent standards of written and spoken English;
• Previous relevant Consular experience is desireable
• Ability to work to deadlines with attention to detail & accuracy.
• Strong customer service skills with ability to focus on the customer requirements.
• Self starter with good interpersonal & time management skills.