Main purpose of job: 

Consular assistance is a top priority for the UK Government. Our work to issue Emergency Travel Documents (ETDs) forms a significant part of the assistance we offer to British nationals who are 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). Between the Centres we operate a near 24 hour service, 7 days a week.  

We are seeking two committed and driven individuals to join us in full time internship positions from mid-April / early May to September, supporting our team in processing applications and helping British Nationals to get back on their way. We experience a surge in applications every summer travel season and 2025 is set to be another busy year. 

Your role will primarily encompass the processing of applications and production of ETDs for British Nationals whose full validity passport has expired, been damaged, lost or stolen or is otherwise unavailable with a need to travel urgently. The vast majority of these will be online applicants whom you will support remotely, however you may also support individuals in person within Singapore.  

You will work in a busy, fast paced team to assess, prioritise and process applications in time for individuals to travel either back to the United Kingdom or another country of residence. 

Applicants are often distressed and occasionally vulnerable, requiring those in the role to be resilient, responsive and focused under pressure. This is a rewarding role with a global reach. You will provide support on a daily basis to many people across every continent in a wide variety of situations. 

Much of the work you do will involve sensitivities around individual circumstances. In some cases, decisions may not be clear cut. You should be an individual who is able to analyse complex information to make a rounded decision on the best course of action.  

 As this is an operations role, you should be comfortable with performing repetitive tasks and having daily output targets to meet. 

 Provided there is capacity within the contract period, we will also encourage the individual to spend time with other departments across the British High Commission to learn about the wider work and responsibilities of a functioning Embassy or High Commission beyond the work of just our department. 

 We are willing to consider interns from any academic discipline provided you have the relevant skills for the role, in particular students of politics, international relations or similar fields. 

 If you’re looking to gain experience in a role that directly supports others, want to learn more about the work of a diplomatic mission and can work with pace and focus, we’d love to hear from you

Roles and responsibilities / what will the jobholder be expected to achieve?:

• Processing of all straightforward ETD applications, ensuring ETD information is correct for journey required.
• Meeting daily productivity benchmarks and quality targets.
• Spotting and flagging potentially vulnerable applicants who require further support to in-country consular teams.
• Taking over the phone payments.
• Triage of all new applications – correcting mistakes, clarifying travel plans, performing mandatory checks.
• Printing off, packaging and shipping of ETDs within APAC region.
• Closing duplicate applications.
• Handling calls enquiries with applicants.
• Managing collections where required.
• Sending notifications and requests for additional supporting documentation.
• Managing shared mailboxes and correspondence with APs.
• Attending regular team meetings and once monthly assistants’ meetings.
• Liaison with customers throughout the ETD process where required.
• General office duties including ETD stock management.
• Occasional participation in activities outside of the ETD Centre to support the British High Commission.

• Fluency & confidence communicating in English both verbal and written.
• Excellent communications skills.
• Strong IT literacy.
• Strong attention to detail.
• 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.