We are looking for a confident, customer-oriented Pro-Consul to join the British Embassy Zagreb, Croatia on a 6 months contract. You will be a resilient, quick-thinking individual, who can demonstrate empathy towards our most vulnerable customers, with good prioritisation and problem-solving skills and a strong sense of teamwork.

The Consular Team provides a high level of consular assistance and support to British nationals in Croatia, focusing on the most vulnerable. You will have frequent interaction with members of the public, local, regional and UK authorities as well as colleagues in British Embassies across the Europe South Consular Network. You will also work with colleagues across the British Embassy in Zagreb, including with senior leadership. You will join a supportive Embassy team with a culture of continuous improvement and taking responsibility for personal learning and development.

The Seasonal Staff Pro Consul, in close partnership with the Vice Consul, is required to build relationships with key external stakeholders in local authorities to ensure we are in the best position to help British National visitors/residents in need of assistance when required.

Consular work is challenging and very rewarding. The different functions of the role will require you to adapt to shifting priorities and operational objectives, whilst maintaining a commitment to excellent customer service.

There will be a requirement for occasional travel and flexibility in working hours in order to meet key stakeholders and visit consular customers in e.g. detention or hospital. In rare cases you may be asked to provide assistance out-of-hours (Time off in lieu (TOIL) will be provided).

Roles and responsibilities:

Consular assistance

• Provide consular assistance in accordance with current guidelines including, but not limited to, visiting British nationals in hospital or jail, providing in-person or remote support following bereavement, child custody matters, sexual assault, and cases involving mental health issues;

• Develop and maintain positive relationships with local authorities (e.g. police, prison service, immigration, hospitals, and children’s services), key stakeholders (e.g. travel and tourism industry, support groups, NGOs) and other diplomatic missions.

• To support the Emergency Travel Document Centre by printing Emergency Travel Documents.

•  To manage the online appointments booking system as well as perform administrative duties, including updating information on consular case management systems in a timely and efficient manner.

• Work with colleagues in British Embassies across the Balkans and Eastern Adriatic Consular Network, to provide resilience and share best practice.

• Provide out of hours assistance to (rare) emergency consular cases as appropriate (and for which an out of hours payment will be made).

Notarial and documentary services:

• To prepare paperwork for notarial and documentary services.

• To issue notarial documents for British Nationals in accordance with FCDO guidance.

• To take fees and be responsible for cashier duties.

Crisis preparedness and response:

• To assist with Embassy crisis preparation and response to large scale events

• To assist with crises which require a consular response e.g. possible deployment to the scene and support the Vice-Consul.

• To actively participate in crisis training opportunities.

• Proficiency in English and Croatian (minimum C1 level, both written and spoken);

• Excellent communication and interpersonal skills; both written and oral, including the ability to communicate at all levels and an ability to support customers in difficult and traumatic situations.

• 3+ years of relevant work experience in a customer-facing role. The ability to respond to a wide range of customer needs. Excellent customer focus using problem solving and judgement skills to deliver results within set deadlines; superb attention to detail, and an ability to work effectively and proactively without close supervision;

• Proven ability to prioritise a busy workload, effectively manage and execute multiple tasks, and work to deadlines and targets;

• Proficient IT skills, in particular Office 365 applications

• Adaptability and a positive mindset towards change

• Flexibility, resilience, patience and the ability to confidently deal with difficult situations, including in an emergency or crisis.

• Ability to demonstrate a high level of discretion and personal responsibility.

• Availability, on occasion, to travel at short notice to provide consular assistance in Croatia.