The British Embassy in Vienna is part of a global network that represents the UK’s political, economic, and consular interests abroad. We are looking for a self-motivated, proactive, and detail-focused Pro-Consul with experience in customer service to join our team in Vienna.

Providing professional and empathetic consular assistance across the full range of casework to British Nationals in Austria and to contribute to the delivery of regional consular business plan.In this role, you will help provide modern, efficient support to British people who live in or visit Austria. You will work as part of the Austria consular team and work closely with colleagues in embassies in Berlin and Berne, as well as consulates in Düsseldorf and Munich. You will also support consular staff in other German-speaking locations.

You will contribute to the wider goals of the consular team and the Embassy, support a positive working environment, and take part in training and development activities. The Austrian team is part of a larger EuroAsia consular region covering 29 countries.
The job involves regular contact with members of the public, as well as with local and UK authorities. You will need to build and maintain strong working relationships with external partners and organisations which requires written and spoken communication in English and German.
You will take part in preparing for emergencies and may need to respond to crises when they happen. In addition, you will support the delivery of the Foreign, Commonwealth & Development Office’s (FCDO) Consular Strategy and contribute to the work of the DACH region (Germany, Austria, Switzerland) and the wider EuroAsia network.
You will join a supportive and diverse team that values continuous improvement and personal development. We welcome people from different backgrounds and with a wide range of skills.
Consular work can be demanding but also very rewarding. The work is constantly changing, offering new and interesting challenges. We are looking forward to working with someone who wants to help shape the future with us.

What you’ll be doing
Consular Service Delivery (Administration)

• Provide frontline consular services, including issuing Emergency Travel Documents and delivering notarial/documentary services
• Manage the online appointment system and ensure efficient, accurate administration
• Maintain clear, auditable records in line with FCDO standards

Casework and Assistance

Deliver professional, empathetic support to British nationals in complex situations, including:

• Hospitalisations
• Arrests and prison visits
• Bereavement cases
• Victims of crime
• Work closely with consular teams in London and local authorities
• Provide clear advice on what support the Embassy can and cannot provide
• Support regional casework across DACH and EuroAsia, including remote or occasional in-person deployments

Prevention, Outreach and Partnerships

• Plan and deliver targeted prevention campaigns, aligned with FCDO priorities
• Collaborate with the Embassy’s communications team and regional partners

Build and maintain strong relationships with:

• Government ministries
• Local authorities and police
• NGOs and partner organisations

Represent the Embassy at outreach events and engagement activities

Crisis Preparedness and Corporate Contribution

• Maintain and update consular elements of the Crisis Management Plan
• Support the Embassy’s response to crises and incidents affecting British nationals
• Work closely with regional crisis and operations teams
• Contribute to wider Embassy initiatives, committees, and staff wellbeing activities

General Responsibilities

• Support delivery of EuroAsia regional priorities and Embassy Business Plan
• Work consistently with the FCDO Consular Strategy
• Undertake travel and training as required
• Deliver other tasks appropriate to the role

Our ideal candidate shows:

• Full professional proficiency in English and German, at a minimum of C1 Level according to CEFR*
• At least 2 to 3 years’ experience working with customers, with the ability to handle different needs and requests
• Strong organisational and time management skills
• Experience working in people-facing roles providing support, guidance, or assistance to individuals
• Flexibility, resilience and patience, with the ability to handle challenging situations.
• Willingness to work outside normal hours if needed in an emergency.
• Good communication skills and the ability to work well with others.
• Confidence using Microsoft Office (including Copilot AI) and ability to type accurately.
• Ability to act with discretion and take responsibility when handling sensitive information.