The successful applicant will lead on the day-to-day provision of high-quality consular support to British nationals in Montenegro, providing leadership and line management to the Pro-Consul in Podgorica.

The Regional Vice-Consul will also have oversight of consular services in Serbia, Albania and Kosovo, leading and line managing the Vice-Consuls at the British Embassies in Tirana and Belgrade, and providing light-touch support for consular services provided by the British Embassy in Pristina.

The successful applicant 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 role will involve interaction with members of the public, local, regional and UK authorities as well as colleagues in British Embassies across the Europe South Consular Network. The role will also require collaboration across the British Embassy in Montenegro, including engagement with senior leadership on a regular basis and support for the wider goals of the Embassy. The successful applicant will be part of a network of colleagues who work together and provide support and guidance to each other.

The role involves some domestic and international travel (e.g. to deliver consular services, attend training, visit the Embassies in the region).

The Regional Vice-Consul reports to the Consular Regional Operations Manager based in Sofia, Bulgaria.

Roles and responsibilities:

• 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;

• Provide leadership to consular teams covering Montenegro, Serbia, Albania and Kosovo;

• Provide updates / case summaries and coordinate strategy discussions with senior leadership in the UK and at the Embassy on complex or high-profile cases;

• Monitor casework trends, making recommendations and adjustment to casework management and/or prevention activity as appropriate in consultation with key stakeholders;

• Proactively identify, manage, deliver and evaluate prevention activities; working in conjunction with other Embassy teams. This may include representation at events and public speaking duties;

• 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;

• Resolve customer concerns effectively and fairly, pre-empting these where possible; managing and reviewing the consular service offered at the Embassy and the customer journey;

• Prepare self and others to understand their roles in a crisis response situation;

• Work with colleagues in British Embassies across the Balkans and Eastern Adriatic Consular Network, contributing as necessary to help shape the development and application of policy in the network, 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).

Consular work brings staff into contact with people experiencing distressing and/or traumatic situations. A high degree of personal resilience is required. We also have a wellbeing programme to ensure colleagues are supported through these potentially challenging situations.

• Full professional proficiency in English, Montenegrin and Albanian (written and spoken, minimum of C1 level for CEFR framework* or equivalent).

• 3+ years of relevant work experience (to include working with the public).

• Excellent customer care skills and the ability to response to a range of customers needs.

• Excellent communication skills; both written and oral, including the ability to communicate at all levels

• Proactive, adaptable and the ability to work across small teams.

• Initiative, drive & determination with superior problem solving skills, sound judgement, common sense and the ability to remain calm under pressure.

• Proven ability to prioritise, effectively manage and execute multiple tasks.

• Comfortable using Office 365 applications (in particular Outlook and Teams)