Main purpose of job:

The British Embassy in Mexico 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 (ETD’s) is a large part of the assistance offered to British nationals whilst working or travelling overseas.

The Emergency Travel Document Centre operates as a global processing centre, managing all ETD applications globally from three centralised locations (Singapore, Madrid and Mexico City). Between the three locations 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 be specifically managing a large number of complex applications, investigating applicants situation and making decisions based on the information provided. The role will include checking documents and assessing applicant’s eligibility; taking payments for applications; data inputting and processing applications; printing Emergency Travel Documents and organising courier delivery; liaising with applicants, usually by email or by phone and interviewing applicants via video link.

There are line management responsibilities associated with this role and a level of previous experience in this is desired.

Please note that ETD applicants are often distressed and often 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 Consular teams across the globe.

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.

Roles and responsibilities:

1. Assessment of complex ETD applications (25%)
   Reviewing initial submissions of complex ETD applications ensuring correct and sufficient documentation has been provided, verifying identity using government systems.  Assessing safeguarding of more vulnerable applicants and working with internal stakeholders around decision making. Requesting further documentation where required, this may be via email or phone. Liaising with Consular colleagues across the globe and/or policy teams in the UK.
2. Interviewing ETD applicants (25%)
   Managing an interview schedule to conduct interviews via video link to confirm identity of ETD applicants, using government systems. These may be adults, children or families often complex and/or vulnerable.
3. Making decisions to issue ETDs (25%)
   Reviewing cases that have been assessed and/or interviewed ensuring ETDs are issued correctly against policy and process. Ensuring the ETD will be issued as per the travel requested. Approving ETDs and conducting a final check of the application.
4. Line Management responsibilities (15%)
   Act as the line manager of up to 2 staff, providing support and performance management including regular one to one meetings and career conversations
5. Administrative duties (10%)
   Responding to public or internal queries in shared mailboxes, data entry, stock management of ETD stock including printing of ETDs, preparing ETDs for collection or courier. Attendance in team and network meetings. Answering escalated calls.

Essential on arrival:

• Experience working in a high paced, customer focused working environment
• Experience working in an administrative hub or centralised operation
• The ability to work flexibly in a fast paced, changing environment
• Good organisational skills to deliver within required timescales
• Customer service skills with 3 years experience minimum
• Consular experience and knowledge

Language requirement:

English proficiency