Main purpose of job:

The British Embassy Hanoi is a diplomatic mission of around 60 staff, delivering a dynamic and rapidly expanding programme of activity in support of the UK’s objectives including on prosperity, trade, security, open societies, consular services and law enforcement. The Embassy is a modern, diverse and inclusive employer.

You will provide a full range of consular services to British nationals in northern Vietnam. Working under the supervision of the Vice Consul, Hanoi, you will ensure that all assistance is provided in accordance with the FCDO Consular Guidance and Customer Charter.  This covers a broad range of issues, including the issuing of emergency travel documents to allow someone to return to the UK, providing advice and support to British nationals facing immigration removal, those who have been arrested, hospitalised, or may have been a victim of a crime. 

You will also work in delivering consular prevention outreach activities in northern Vietnam, and support more country-wide activity, in engaging with British travellers and local authorities.  The role also involves supporting the Vietnam network’s crisis preparedness and being an integral part of its response to major incidents involving British nationals.  

You will be working in a fast-paced and complex environment where the ability to work under pressure is vital, as well as achieving and driving high standards of service delivery as part of a high-performing team of three.  

The team works within a supportive Asia Pacific Consular region (under the leadership of the Vice Consul, Ho Chi Minh City, and supported by Consular Regional Operations Manager for South East Asia, based in Kuala Lumpur) to provide wellbeing and resilience to all consular staff. 

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

As part of the team, you will support the colleagues to ensure delivery of a high quality consular notarial and assistance service, sharing responsibility to achieve operational performance targets in line with Consular guidance, local procedures and targets.  You will also ensure we maintain timely and accurate records using the FCDO’s consular casework system.  

In the event of a death of a British person, to assist the family and/or next of kin by explaining local procedures, liaising with international undertakers and relevant local authorities; ensuring that any burial, cremation or repatriation is timely and dignified.  For those who have been a victim of a crime, including of serious assaults or sexual violence, providing information about local procedures, medical and legal service providers.  In the event of a detention or arrest, provide information on local procedures and legal service providers; undertake regular visits to monitor their welfare and liaise with the authorities on any welfare or health concerns in line with the international standards.  

The role will involve direct contact with British people in distress, which may involve those suffering mental health or addiction issues, and/or financial difficulties.

The Provision of notarial and documentary services in line with Consular Guidance.  This includes the checking, receiving and processing of documents for fee bearing services, ensuring they are conducted in line with policy and appropriate fees are taken.  Record all notarial/legalisation and documentary services.  Processing and issuing of Emergency Travel Documents (ETDs).  Manage customer appointments, access for customers and arranging public notices.

Prevention

All members of the consular team have prevention objectives and use up to 20% of their time to focus on these. You will contribute to project groups to deliver prevention projects in line with the business plan and the consular strategy. You will also support our work to build and maintain networks of a range of key stakeholders, authorities and partner organisations such as the police and local hospitals.

Business Continuity and Resilience 

In crisis /emergency situations you will need to work as required to support the Embassy response (sometimes on a shift pattern working unsociable hours). In times of peak operational demand, you may need to work flexibly within the section.

Other

All staff will be expected to make a corporate contribution to the smooth running of the British Embassy either through committee membership or another voluntary role to support the vision and values of the Embassy, as outlined below.

In delivering our consular service, you may be required to work outside of normal working hours and/or travel within Vietnam when it may be necessary and appropriate to do so.

• Good self-management and organisational skills
• A high degree of resilience and flexibility, including working unsocial hours in an emergency.
• Experience of managing sensitive personal information.
• Proven ability to manage internal and external stakeholder relationships.
• Experience in producing timely and accurate written information in English.
• IT proficiency – Using MS Office, Outlook and ability to learn FCDO systems.
• Ability to travel within Vietnam and Asia as required, sometimes outside of normal work hours.

Language requirements: 

Language: English and Vietnamese
Level of Language Required: Fluency in written and spoken English and Vietnamese

Level of language required:   Excellent written and spoken English. For candidates with English as a second language, certification at IELTS level 7.5 or higher (or equivalent) within the last 2 years is required. All skill areas (writing, speaking, listening and reading) must be IELTS 7 or higher (or equivalent).