Etd Officer, Emergency Travel Document Centre

hace 2 semanas

Ciudad de México, Ciudad de México Foreign & Commonwealth Office A tiempo completo
Job Description (Roles and Responsibilities)

Main purpose of job:


The British Embassy in Mexico City 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.


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 Americas.

Roles and responsibilities:

  • Meeting daily productivity benchmarks and quality targets.
  • Spotting and acting on potentially vulnerable applicants who require further support to incountry consular teams.
  • Working together with a wide range of internal departments as needed to provide the correct solution to individuals.
  • Maintaining contact with applicants and managing expectations both verbally and in writing
  • Taking over the phone payments
  • Handling calls with applicants
  • Printing off, packaging and shipping of ETDs within Americas region.
  • Sending notifications and requests for additional supporting documentation
  • Managing shared mailboxes and correspondence
  • Attending regular team meetings
  • Engaging in continuous improvement projects to improve operational service delivery
  • Undertaking regular training to develop and maintain relevant skills
  • Liaison with customers throughout the ETD process where required
  • General office duties including ETD stock management
Essential qualifications, skills and experience

  • Fluency in English both verbal and written, with excellent communications skills
  • Strong IT literacy and able to learn new systems and tools quickly
  • Attention to detail
  • Demonstrable experience of working effectively within a team
  • The ability to work flexibly in a fast paced environment undergoing frequent change
  • Strong prioritisation and organisational skills to deliver within required timescales
  • Significant experience of working in a public facing customer service role, including handling difficult conversations
  • Experience working in an administrative hub or centralised operation
  • Able to drive your own development and learning
Desirable qualifications, skills and experience

  • Previous experience interviewing customers or stakeholders
  • Consular experience and knowledge


 Required behaviours
  • Changing and Improving, Making Effective Decisions, Delivering at Pace, Working Together Application deadline Application deadline day Application deadline month Application deadline year
  • 16 April 2023
Grade

  • Administrative Officer (AO)
Type of Position

  • Fulltime, Temporary
Working hours per week

  • 37.5
Region

  • Latin America and Spanish speaking Caribbean
Country/Territory

  • Mexico
Location (City)

  • Mexico
City

Type of Post

  • British Embassy
Number of vacancies

  • 1
Salary Currency

  • MXN
Salary

  • MXN
20,530

Start Date Start Date - day Start Date - month Start Date - year

  • 1
5 May 2023

End Date End Date - day End Date - month End Date - year

  • 27 September 2023
Other benefits and conditions of employment


Employees who are not liable to pay local income tax on their Mission salary, eg some non-local national staff and some spouses or partners of UK diplomatic staff, will have their salaries abated by an equivalent amount.

Additional information


Normal working hours are 8am to 4pm, Monday to Friday, however there may be requirement to work outside of these hours, this may include weekends, unsociable hours and public holidays.

The exact working hours and shifts will be determined by the British Embassy Mexico City.


The British Embassy in Mexico City offers a hybrid-working model (mix of working from the office and at home), this will be available once training is completed.

No accommodation or relocation expenses are payable in connection with this position. You must have or be able to obtain a local work permit.


The British Embassy is an equal opportunities employer and does not discriminate on grounds of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation.


All staff at the British Embassy and its Consulates in Mexico are expected to work towards the UK mission statement of Building a UK/Mexico partnership, which makes the world and us more prosperous and secure, and to embody the Embassy's agreed values of Honesty, Respect, Inclusion and Professionalism.

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