Bma - Pro Consul (Ao)

Job Description (Roles and Responsibilities) 1

The British Embassy Bahrain has a vacancy for a Pro Consul, job grade Administrative Officer (AO).

The jobholder will be expected to have the ability to deliver a professional and efficient Consular service to British Nationals in Bahrain. Reporting to the Vice Consul, the main purpose of the role is to ensure that British Nationals receive a professional, high-quality service and that advice provided is accurate, timely, and consistent, and offered in a sensitive manner and in line with Foreign, Commonwealth and Development Office (FCDO) guidance. This will include developing and maintaining contacts with local authorities and in the community, providing notarial and documentary services, and taking part in our communications and prevention work.

In response to local or regional crisis, the jobholder will play a key role in the section’s response and deployment.

Consular work can sometimes be emotionally challenging, distressing, and of a sensitive nature. The jobholder will therefore be expected to demonstrate high levels of personal resilience and maintain absolute consular confidentiality and impartiality.

**Duties and responsibilities**:

- Provide professional and efficient Consular service
- Maintain accurate and concise case records of services provided on consular databases.
- Ensure all customer correspondence are replied to in a timely and efficient way, providing consistent, accurate information in accordance with FCDO guidelines.
- Be prepared to work out of hours, occasionally anti-social hours, as required.
- Take part in the Embassy emergency planning and any response to a crisis affecting UK citizens.
- Administering the appointment system.
- Provide counter services including notarial work and Emergency Travel Documents (ETDs), ensuring consistent customer service to BNs.
- Collecting fees, cashing up, and other financial requirement.
- Ensure deadlines for Returns and Management Information are met.
- Proactively build and maintain relationships with external contacts.
- Prevention Communications and Outreach
- Working to help to deliver high quality local prevention and communications work, working closely with the Embassy’s Press/ Communications Team and other senior stakeholders. Producing materials, using social media, and attending events.
- Monitor changes in local procedures and practices, ensuring that all information and guidance for BNs reflects changes and is up to date, e.g., service providers, lawyers list, travel advice, web pages.

The above list is not exhaustive, and the jobholder will be required to be flexible and take on other ad hoc tasks as required as specific responsibilities could change in the future, and this would be at the discretion of the line manager. The job description may be reviewed to meet changes in business needs.

**Key behaviours required**:

- Delivering at Pace - Take responsibility for delivering timely and quality results with focus and drive.
- Making Effective Decisions - Use evidence and knowledge to support accurate, expert decisions and advice. Carefully consider alternative options, implications, and risks of decisions.
- Managing a Quality Service - Deliver service objectives with professional excellence, expertise, and efficiency, taking account of diverse customer needs.
- Changing and Improving - Seek out opportunities to create effective change and suggest innovative ideas for improvement. Review ways of working, including seeking and providing feedback.
- Working Together - Form effective partnerships and relationships with people both internally and externally, from a range of diverse backgrounds, sharing information, resources, and support.
- Seeing the Big Picture - Understand how your role fits with and supports organisational objectives. Recognise the wider Civil Service priorities and ensure work is in the national interest.

Essential qualifications, skills and experience 1
- Consular work can sometimes be emotionally challenging, distressing, and of a sensitive nature. The jobholder will therefore be expected to demonstrate high levels of personal resilience and maintain absolute consular confidentiality and impartiality.
- Excellent customer care skills and the ability to respond to a range of customers’ needs.
- Excellent interpersonal and active listening skills, with the ability to cultivate and maintain a range of contacts at all levels.
- A team player who is capable of working on their initiative and who is adaptable to changing priorities. Must be able to work and act without close supervision.
- Fluent in English, both written and spoken. Able to express ideas and messages clearly and concisely, both orally and in written communication.

Desirable qualifications, skills and experience 1
- Previous Consular or related experience/ training, or experience of working in an operational delivery or customer service role.
- Arabic language skills, both written and s