View Vacancy – CBP – Pro-Consul, AO

Main purpose of job:

The British Embassy Phnom Penh is a diplomatic mission of around 30 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 where everyone contributes to the Embassy’s CORE Values of Generosity, Ambition and Courage.

As part of a small, dedicated team within the British Embassy, the Pro-Consul will have the opportunity to make a direct difference to people’s lives in sometimes challenging circumstances by providing assistance and support to British people in Cambodia, either visitors or residents, who experience problems, difficulties or crises.  

Consular work 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, or where they may have been a victim of a crime. 

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

Consular work is extremely rewarding; helping people when they most need it, and no two days are the same. The job will be in a fast-paced environment, dealing with extremely sensitive cases and responding to crises and stressful events. It will be challenging and it requires personal resilience and a flexible, empathetic attitude.

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

The role involves ensuring that consular services in Cambodia are delivered in line with the Foreign, Commonwealth and Development Office (FCDO) Consular Strategy, consular guidance and our Consular Charter and Guide.  

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

To manage a full range of casework for British people requiring consular assistance in Cambodia, ensuring that the persons’ needs are assessed according to guidelines, and cases are planned and delivered in line with FCDO policies and local procedures.  This may sometimes require travel within Cambodia to provide assistance directly to the customer, where necessary and appropriate.
   
To effectively manage and prioritise case load, and to maintain timely and accurate records using the FCDO’s consular case management system.  

To support British people who have been hospitalised through ill health or as a result of an accident, advising them of the options available to them (or their family); to monitor their welfare, including visits where appropriate; to advise them, their friends or family on local procedures, and liaise with medical staff, relevant local authorities and insurance providers.

In the event of a death of a British person in Cambodia, 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.

To support British people who have been arrested or detained in Cambodia, by providing information about local procedures and legal service providers; to undertake regular visits to monitor their welfare and liaise with the authorities on any welfare or health concerns in line with the international standards.  

In addition, to provide assistance, advice and support to British people who are:

• victims of serious crimes, such as assaults or sexual violence;
• experiencing mental health or addiction issues;
• experiencing financial difficulties;
• involved in crisis or emergency situations (may sometimes require working out of normal hours); or
• requiring general consular information and advice, in person, by telephone, or via email.

The role will involve direct contact with British people in distress and an excellent level of English is required. 

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 and lead 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 Cambodian Police and local hospitals.

Learning

You will contribute to the development of our L&D programme as well as benefitting from our commitment to develop all our staff. Together with HM Consul, you will also provide additional guidance and support where needed for LE staff working with London teams. 

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 Cambodia when it may be necessary and appropriate to do so.

• Language: English and Khmer
• Excellent written and spoken English (will be tested at interview). 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).
• Experience of dealing with customers of various nationalities
• Ability to follow detailed procedures and guidelines in making judgements and solving problems;
• An ability to deal sensitively and empathetically with difficult situations and people in distress;
• Flexible, resilient under pressure and decisive, with a proven track record of delivering results to a high standard within tight deadlines;
• Ability to liaise with and manage relationships with external contacts;
• Familiar with using Microsoft Office, Outlook, Microsoft Teams, and WhatsApp;
• Flexibility to occasionally travel to other parts of Cambodia, sometimes outside of normal work hours.