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View Vacancy – Team Manager, Consular Contact Centre (ESP26-004749)
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Foreign, Commonwealth and Development Office (Consular Roles)
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Consular
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Support people. Apply judgement. Make an impact.
Do you thrive in fast‑paced, people‑focused environments where your leadership genuinely makes a difference? Are you motivated by supporting others, delivering excellent customer service, and being part of something that really matters?
If so, this is an exciting opportunity to join the Consular Contact Centre (CCC) at the British Consulate in Málaga. We are recruiting two Team Managers to strengthen our leadership team and support British nationals around the world.
Who are we?
The British Consulate in Malaga is part of a global network representing British political, economic and consular interests overseas.
The Consular Contact Centre (CCC) is part of the Global Consular Service Centre within the Foreign, Commonwealth & Development Office (FCDO). We are the first point of contact for British people worldwide who need consular assistance, providing advice and support by phone and email, 24 hours a day, 7 days a week.
Our work is high‑profile, impactful and often challenging – particularly during crises – but above all, we are United by a shared commitment to delivering compassionate, professional and reliable support when it matters most.
Main purpose of job:
As a CCC Team Manager, you will be responsible for leading and supporting a team of Consular Officers to deliver a consistent, high‑quality service to British nationals globally. Working as part of a wider management team, you will help ensure the CCC operates effectively around the clock, with the right people, skills and support in place at all times.
You will balance people leadership with operational oversight, focusing on staff wellbeing, service quality, and continuous improvement – including during periods of high demand or crisis response.
What you will do?
In this role, you will:
- Lead, manage and support a team, fostering performance, development and wellbeing.
- Oversee the delivery of high‑quality customer service, ensuring agreed service standards and SLAs are met.
- Coach and develop staff through training, feedback and performance management.
- Monitor quality, consistency and customer experience across written and telephone enquiries.
- Work closely with colleagues across the UK and global network to support effective service delivery.
- Coordinate first‑line actions during crisis responses and major incidents affecting British nationals abroad.
- Use data, insight and feedback to identify opportunities for improvement and drive positive change.
- Work on a shift‑rotation basis, including evenings, nights, weekends and public holidays, as part of a 24/7 operation.
What you will love about this role
- Purposeful work – making a real difference to people in difficult or distressing situations.
- Leadership impact – developing others, shaping service delivery, and influencing outcomes.
- Variety and pace – no two days are the same in a dynamic, operational environment.
- Strong teamwork – working with dedicated colleagues who care deeply about public service.
- Learning and development – opportunities to grow your leadership skills in a complex, high‑profile setting.
Don’t miss out on this fantastic opportunity!
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We are looking for someone who:
- Has full professional proficiency in English, written and spoken (minimum C1 level, aligned to the CEFR framework);
- Has a minimum of 3 years’ experience working in a customer service, contact centre, or similar fast‑paced service environment;
- Is willing and able to work a shift‑rotation pattern, including nights, weekends and public holidays, as part of a 24/7 operation;
- Brings proven experience of leading people and/or projects, with the ability to motivate, support and develop others;
- Communicates clearly, confidently and empathetically;
- Is able to work calmly and effectively under pressure, handling complex or sensitive situations with professionalism and care;
- Demonstrates strong judgement and problem‑solving skills, with the ability to make effective decisions at pace;
- Is confident using technology and digital tools, including MS Office applications and cloud‑based systems;
- Shows a genuine interest in supporting British nationals abroad and delivering high‑quality public service.
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Nice to have:
- Previous line management experience, particularly in a contact centre or operational service environment;
- Good geographical knowledge or an interest in international affairs;
- Experience supporting customers in complex, sensitive or emotionally challenging situations;
- An appetite for learning and continuous improvement, with a willingness to adapt and try new approaches;
- Experience contributing to service improvement, change or quality initiatives;
- A calm, kind and resilient approach when dealing with high‑pressure situations.
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Changing and Improving, Communicating and Influencing, Delivering at Pace, Managing a Quality Service
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13 May 2026
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Executive Officer (EO)
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Full-time
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37.5
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Europe, Eastern Europe & Central Asia
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Spain
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Malaga
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British Consulate
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2
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EUR
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52,179.69
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yearly
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1 July 2026
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Please be advised that Consular positions at the FCDO entail dealing with crisis and casework in situations that may involve death, detention, rape, assault, post-mortems, prison visits and highly distressed customers. Candidates should therefore have a high level of resilience to trauma.
This is a full-time, permanent contract at EO ES grade level, based in Malaga. The successful candidate is subject to a confirmation of a background check, security clearance and the successful completion of a probationary period.
The successful candidate will be enrolled in the Spanish Social Security Scheme and will therefore not be entitled to any gratuity from the Embassy based on gross annual salary.
The Embassy is a Diplomatic Mission with tax exempt status and does not collect taxes for other States. Employees are fully responsible for payment of income tax at the legally required rate. Staff recruited locally by the British Embassy in Spain are subject to terms and conditions of service according to local Spanish employment law.
Only short-listed applications will be called for personal interviews.
Visa/work permit requirements: No accommodation or relocation expenses are payable in connection with this position. Candidates must currently hold the independent right to live and work in Spain and be prepared to ensure that right remains throughout the scope of the contract.
Working patterns: This is a full‑time role (37.5 hours per week) within a 24/7 operational environment. The successful candidate will work on a shift‑rotation basis, which includes evenings, nights, weekends and public holidays. The role is primarily office‑based in Málaga. Following completion of training, there will be some flexibility to work from home for certain unsociable‑hour shifts, in line with operational requirements.
Occasional travel to the UK (London or Glasgow) may be required.
Learning & Development: All new hires undertake a workplace induction and there are a number of mandatory e-learning courses that must be completed in order to pass probation. You will receive a structured induction and training programme to support you in understanding consular work, CCC operations and your leadership responsibilities. Ongoing learning is supported through coaching, feedback and access to the FCDO’s Learning & Development platforms, with opportunities to further develop your people‑management and operational leadership skills in a dynamic, high‑profile environment.
The FCDO is an equal opportunities employer and does not discriminate on grounds of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation.
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Please note that the deadline for applications is 23:55 on the day mentioned in the above field “Application deadline”.
We advise you to allow enough time to complete and submit your full application, since only applications completed and submitted before the deadline will be considered.
Please be aware that the deadline for submitting applications is considered to be the time zone for the country where the vacancy has arisen.
FCDO does not pay for travel-related expense incurred in interviews (including Security Check) or accept any financial risk, including cancelation or reschedule costs. The FCDO will not meet the costs connected with relocation if offered a position.
*Please note for more information on the Common European Framework of Reference for Languages: Learning, Teaching, Assessment levels please click on the following link CEFR. Please bear in mind in case you are invited for an interview your language skill is going to be assessed.
The Embassy is committed to employee development and wellbeing and has several initiatives in both areas that benefit staff.
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To apply please copy and paste this link: https://fco.tal.net/vx/appcentre-ext/candidate/jobboard/vacancy/1/adv/
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