View Vacancy – Consular Assistant, Emergency Travel Document Centre, Madrid (ESP25.114)

Main purpose of job:

The British Embassy in Madrid is part of the Foreign, Commonwealth and Development Office’s (FCDO) worldwide network of 270 Posts, representing British political, military, economic, and consular interests overseas.

Consular Assistance is an FCDO priority and issuing Emergency Travel Documents (ETDs) is a large part of the assistance offered to British nationals whilst 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 City). Between the three Centres we operate a near 24-hour service, 6 days a week.

This is an exciting opportunity to join a busy, fast paced team providing direct assistance to individuals around the world every day.

You will primarily work on standard or straightforward applications for which we have a 2 working day turnaround time. Your role will include checking document information and assessing applicant’s eligibility; taking payments for applications; data inputting and processing applications, printing Emergency Travel Documents and organising courier delivery, liaising with customers, usually by email or by phone.

Please note that ETD applicants are often distressed and occasionally vulnerable, requiring staff undertaking this role to be resilient and able to work under pressure. This is a very rewarding role with a global reach. You will provide support on a daily basis to people across every continent making important journeys, often out of situations that are challenging or stressful. You will work closely with British Consular teams, particularly within Europe, Africa and Americas.

This is a rewarding role particularly for someone who is looking for a role that provides a direct, positive outcome for individuals. The successful candidate is able to prioritise effectively, work pro-actively with well-rounded verbal and written communication skills. The successful candidate must also be a strong team player able to consider other people’s points of view and understand the big picture when working with others.

Essential on arrival:

• Full professional proficiency in English, including excellent written skills* (C1 Level);
• Strong IT literacy;
• Attention to detail;
• Previous 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;
• Customer service skills with 2 years’ experience minimum.