Main purpose of job:

This role will sit within the British Embassy Chile Consular Team and the successful Pro Consul will play a key role in front-line, professional and efficient consular services delivery to all British nationals and other eligible persons, who travel to, transit or reside in, Chile. This includes, but is not limited to: issuing Emergency Travel Documents and some notary services required by the Chilean authorities (namely affirmations for marriage), supporting the most vulnerable British nationals who may have been the victim of crime (including those who may have been raped or sexually assaulted); hospitalised; have been arrested or detained in Chile; or require additional support due to mental health needs; as well as stakeholder management, outreach initiatives and liaising with other relevant FCDO sections across the Americas and worldwide Consular Network, making an effective contribution to the wider team.

We aim to find an honest, trustworthy, proactive Pro Consul who is a well organised fast learner and detail-oriented person, with strong communication and problem-solving skills to join our team. This person will perform as a crucial part of the team working across multiple and evolving environments, such as extensive interaction with the public, with local, regional and UK authorities, with colleagues across the consular network in Chile, the Americas Region, London, and with external stakeholders such as the PDI, Carabineros, Fiscalía, and Servicio Medico Legal, among others.

The Pro Consul role, under the supervision of the Vice Consul & Head of Consular Team, is an exciting opportunity to test many core competencies and give the job holder exposure to senior officials, to broaden professional networks and to work in a high-profile and active team, amongst supportive colleagues with a strong sense of team spirit and a creative work ethos.

The successful candidate will receive extensive training and also have the possibility of travelling locally and regionally and also shape their own development with the extensive learning and development opportunities and training available to British Embassy staff.

Roles and responsibilities:

• Provide a high level of consular assistance in accordance with current guidelines, including visiting British nationals in hospital or in jail, and providing support to family members following bereavement, a child abduction or custody matter, and providing advice and assistance following a rape or sexual assault; *Please note that consular assistance often involves handling vulnerable or traumatised customers – a high degree of integrity, empathy, emotional intelligence and resilience are essential.
• Keeping the Vice Consul and Consular Regional Operations Manager informed of case developments, new cases and relevant information related;
• Processing emergency passport applications, requests for notarial services and occasional citizenship ceremonies;
• Taking ownership of the public counter, arranging and confirming appointments, answering enquiries, and acting as the initial point of contact with British nationals, Consular Contact Centres and stakeholders;
• Maintaining case files on casework management system up-to-date and managing them to a satisfactory guidance and professional level;
• Maintaining close links with Chilean authorities including, but not limited to, PDI, Carabineros, Fiscalia Servicio Medico Legal, medical examiners, hospitals, morgues, mental health facilities and others;
• Managing and updating the consular database of contacts in Chile, country information packs and providers lists, as well as identifying new contacts and stakeholders;
• Assisting the team with information gathering, research, development, strategic thinking and planning to deliver of the Consular prevention programme in Chile;
• Advising and informing internal and external stakeholders on our wider consular priorities and strategy;
• Contributing to the team’s prevention objectives to ensure we are providing targeted and accurately information to British nationals to prevent them for getting into difficulties, where this is possible; including through the use of social media messages and campaigns.
• Implementing an effective yearly outreach strategy, monitoring and reporting budget expenditure;
• Ensuring Embassy official website has the most up-to-date information for British Nationals in Chile each month;
• Supporting team with updating Crisis Management Plan (CMP) with accurate staff details, up-to-date service providers, among others;
• Being prepared to deploy in a crisis situation to help British nationals;
• Supporting the Consular team’s activities across the wide portfolio of work in Consular which includes: trend monitoring, driving continuous capture, implementation and ongoing evaluation of lessons learned from crisis response or complex consular cases;
• Participating in training courses and regional conferences, e-learning, and self-development activities;
• Representing consular section at Embassy meetings and attendance at other corporate activities if required; 
• Playing an active role in the Embassy’s corporate agenda, and as part of the whole of mission approach;
• In the absence of the Vice Consul, representing the British government at consular related events, including some public speaking duties.
• Working with the Vice Consul to ensure that the Honorary Consuls, and other colleagues, occasionally conducting consular work, are trained and supported to deliver appropriate assistance;
• Performing other duties as assigned by Vice Consul, including on-call requirements very occasionally. 

Resources managed: 

Staff: Occasionally, to manage Intern/Consular Agents/ Consular Assistants
Budget: Consular fees and funds (Imprest/Benevolent Fund)

• A proven track record of behaving with integrity and honesty in difficult situations;
• A verifiable history of working well with others;
• Excellent communication and customer service skills, including an ability to support customers in highly traumatic or challenging circumstances;
• Excellent interpersonal skills, ability to work collaboratively with colleagues;
• Proven ability to prioritise, effectively manage, and carry out multiple tasks in a fast-paced work environment working largely unsupervised, delivering to deadlines and agreed targets.
• Proven ability to demonstrate initiative, determination and self-motivation.
• The ability to work efficiently, autonomously, accurately and calmly under pressure.
• Excellent written and oral skills both in Spanish and English, including the ability to communicate at all levels.
• Ability to handle personal issues/information and deal with staff and clients in a friendly, sensitive and inclusive manner (professional support is provided).
• Significant relevant work experience (to include working with the public). 
• Consular work can be demanding. The successful candidate must have a high degree of personal resilience and empathy.
• An ability to travel for brief periods at short notice, in Chile or further afield (when conditions allow).
• Working knowledge of the Microsoft Office suite of products.

Applicants must have the legal status to live and work in Chile at time of application.

Language requirements: 

Language: English and Spanish

Level of language required:  Excellent verbal and written communication skills enabling effective communication in both English and Spanish (minimum C1 level)