View Vacancy – Pro Consul – (Maternity / Paternity Cover) (GEO24.240)

The British Embassy Tbilisi is part of a worldwide network, representing British political, economic and consular interests overseas. We are seeking someone to play a key role in providing consular assistance and services to British people living and visiting Georgia, for a one-year fixed term period. 

What are you expected to do:

The Pro Consul role involves interaction with members of the public, and government authorities in Georgia and the UK.  It requires building and maintaining relationships with external stakeholders and delivering campaigns to advise and inform the British public of risks overseas. You will also be asked to prepare for accidents and incidents involving British people in Georgia, as part of the Embassy’s crisis preparation work, and respond effectively where necessary. 

Who we are:

The Consular team in Tbilisi is part of a Euro-Asia Consular region of twenty-nine countries, all working to the modern and efficient consular standards set by the UK’s Foreign, Commonwealth & Development Office (FCDO). This is a supportive and diverse team with a culture of continuous improvement and taking responsibility for personal learning and development. It values a diverse range of skills and backgrounds. You will be expected to contribute to these wider consular objectives, support the network’s positive working environment and actively participate in professional development efforts. 

What are we looking for:

We are looking for someone who has prior experience in customer service, who is detail-oriented and able to work independently in evolving or sometimes difficult circumstances. Consular assistance is a challenging but very rewarding job that can offer new experiences and opportunities. 

What the role entails:

• Support British people and their families, for example in case of bereavement; providing assistance to destitute British people; supporting victims of crime and people who have been hospitalised; as well as assisting victims of rape & sexual assault, domestic violence, prisoners and people with mental health needs. Carry out assessments of a British person’s vulnerability to risks, when necessary.
• Develop and maintain positive, professional and trusting working relationships with all external stakeholders to support the delivery of day-to-day consular assistance and crisis response, such as funeral companies, law enforcement authorities, courts, prisons, charities and support organisations.
• Plan and deliver consular prevention initiatives and communication campaigns, engaging with the Embassy’s communication team and feeding consular messages through Embassy social media channels where appropriate.
• Provide consular services, such as issuing Emergency Travel Documents to British Nationals, and notarial and documentary services. Manage the online appointments booking system as well as perform administrative duties.
• Take part in the Embassy’s response to a crisis or incident in Georgia, including crisis preparedness activities such as liaising with authorities and updating the Crisis Management Plan with the Regional Crisis Advisor and Consular Regional Operations Manager.
• This position may require travel meeting key stakeholders and consular customers throughout the year.
• Provide out of hours assistance in emergency consular cases as appropriate.

Please note that some consular work can be in distressing or challenging circumstances, and some cases will attract interest from the media in Georgia or UK, and the UK parliament. You will be supported in your work by the Consul at the Embassy in Tbilisi, and by the Consular Regional Operations Manager. 

Our ideal candidate has:

• Full professional proficiency in English and Georgian, including excellent writing skills (written and spoken, minimum of C1 level for CEFR framework*);
• Previous experience in a customer-facing role and the ability to respond to a wide range of customer needs
• Proven ability to prioritise, effectively manage and execute multiple tasks
• Excellent communication skills; both written and oral, including the ability to communicate at all levels
• Good interpersonal and team working skills
• Adaptability and a positive mindset towards change
• Self-motivated and able to work effectively and proactively without close supervision
• Flexibility, resilience, patience and the ability to confidently deal with difficult situations, including out of hours and in an emergency or crisis
• Ability to display a high level of discretion and responsibility
• Excellent organisational and time management skills
• Proficient IT skills, in particularly Office 365 applications
• Relevant work experience (to include working with the public)
• Willingness and ability to travel occasionally within the wider EECAD consular regional network and to work out of hours at short notice if required
• Resilience and resistance to trauma; ability to cope with the challenging nature of consular work.