Main purpose of job:

The British Embassy in Mexico City 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 hub, managing all ETD applications globally from three centralised locations (Singapore, Madrid and Mexico City). Between the three Centres 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 customers, usually by email or by phone but some face-to-face contact; interviewing some applicants by video link or occasionally face-to-face or by phone; and liaising with consular colleagues and a third party courier company.
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 occasionally 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 British Consular teams, particularly within Americas.
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:

• Making decisions to issue ETDs according to HMPO Policy guidance
• Assessing identity of applicants via video link and face to face interviewing
• Managing ETD applicant expectations
• Assessing safeguarding of more vulnerable applicants and working with internal stakeholders around decision making.
• Liaising between internal and sometimes external stakeholders
• Liaising with Consular colleagues across the globe
• General office duties including ETD stock management
• Printing ETDs
• Processing payments
• Attending regular team meetings
• Contributing to the team culture through positive interactions and demonstration of team values

• Fluency in English to C level (according to Common European Framework of Reference for Languages), verbal and written, with excellent communications skills;
• IT literacy;
• Attention to detail;
• Previous experience of working effectively within a team.
• 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.
• Resilient and happy to work within a demanding consular environment facing real life challenges of British Nationals