The Vice Consul provides leadership, motivation, strategic direction and oversight of the day-to-day consular operations in northern Vietnam, with management and leadership responsibility for a team of two consular officers.  The Hanoi team works closely with the consular team in the British Consulate, Ho Chi Minh City and will work under the leadership and supervision of the Head of the Consular team based there

The Vice Consul manages the Hanoi team in dealing with a wide variety of assistance casework, ranging from death, hospitalisation, welfare and helping people return to the UK.  You will also be involved in responding to crises and other stressful events, such as cases of rape and sexual assault.  Visits to prisons, hospitals and mortuaries will be required.   Leadership cover will also be provided to the team in Ho Chi Minh City in the absence of the Head of the Consular team. 

The Vice Consul will also lead in delivering consular prevention activities in northern and central Vietnam and support more country-wide activity in representing the embassy and engaging with British travellers and local authorities.

The consular teams in Hanoi and Ho Chi Minh City work in a fast-paced and complex environment where the ability to work under pressure and provide leadership in working independently is vital, as well as achieving and driving high standards of service delivery.  The team are high-performing and have high expectations of their leaders.

The Consular Section within the British Embassy is part of a global network providing a wide range of consular assistance and services to British people in Vietnam.  This is provided in line with the Foreign, Commonwealth and Development Office’s (FCDO) published Consular Guidance and Customer Charter, Consular Services Strategy, local procedures, guidance and performance standards.  Consular Officers can make a direct difference to people’s lives in challenging circumstances.

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

Management and Leadership:

• Lead the day to day running of consular operations in northern Vietnam, with overall responsibility for ensuring staff deliver the consular strategy, meet targets and deliver consistent and high-level customer service.  Work closely with the Head of the consular team in Ho Chi Minh City to ensure both teams work collaboratively. 
• Line manage two staff, providing guidance, support and direction to them, ensuring workload allocated equitably. Motivation and development of the team, ensuring staff are appropriately trained and supported. Provide support to colleagues working under pressure and in a challenging environment, creating a positive inclusive work environment, focussing on wellbeing. 
• Represent consular team and work with senior managers in Vietnam and within the Asia Pacific consular region.  Act as contact point for Consular Directorate within the FCDO. 
• Ensure all audit requirements are met and understood by all staff.

Consular Assistance: 

• Lead on high profile/complex assistance cases, including visiting prisoners, dealing with deaths, hospitalisations, victims of crime, distressed British Nationals. 
• Where necessary travel within Vietnam, possibly at short notice, to provide assistance directly to those in a vulnerable position. 
• Maintain timely and accurate records using FCDO’s consular case working system.

Communication, Outreach and Prevention: 

• Develop and deliver plans to reduce preventable consular incidents in Vietnam, collaborating with the Asia Pacific Regional Prevention Advisor based in Singapore. 
• Manage outreach activities and communications with key external stakeholders, building partnerships with local authorities, British groups, the travel industry, other government organisations and likeminded missions.  
• Monitor and update the consular element of the travel advice, including recommendations for social media messaging. 
• Ensure publicly available information on the UK government’s GOV.UK web page is accurate and up-dated regularly.
• Liaison with regional consular management and other consular staff on operational and policy issues, including involvement in regional working groups. 
• Provide statistical returns and reporting throughout the year.

Crisis: 

• Assisting, as part of the whole of mission approach, in preparing for and responding appropriately to mass casualty incidents or crises.  This may require working on a shift pattern during unsociable hours.
• Be a member of the Post crisis management team. 
• Liaison with Regional Crisis Advisor (RCA) on training and exercise timetable.

Other

All staff are 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. 

• Able to lead a multi-skilled team providing motivation, support and development, resolve conflict and bridge cultural differences.
• Able to display sound judgement and an analytical approach in decision making.
• Ability to drive high quality service standards, plan and prioritise for a busy team using sound judgement, critical thinking and problem-solving skills, applying procedures and guidance.
• Output focused – ability to drive delivery through the team, resolving issues fairly and promptly.
• Experience of working in a customer-facing environment including the ability to support clients and team members in traumatic or difficult circumstances.
• Good self-management and organisational skills with an ability to work under pressure in challenging, stressful situations, demonstrating a high level of resilience.
• Flexible, resilient, patient and able to deal with difficult situations, including working unsocial hours in an emergency.
• Proven experience of displaying a high level of discretion and responsibility.
• Ability to liaise with and manage external stakeholder relationships.
• Experience in completing timely and accurate written information in English.
• IT proficiency (e.g. Outlook, PowerPoint, Word, Excel and Teams)
• Ability to travel within Vietnam and Asia as required.

Language requirements: English

Level of Language required: Expert