Job Description (Roles and Responsibilities)

The British Embassy in Rome is part of a world-wide network, representing British political, economic and consular interests overseas. We are seeking a dynamic and customer-oriented Vice Consul to lead and deliver first class customer service, through the provision of consular assistance and services to resident and visiting British nationals in Italy.

The successful applicant will be working closely with The British Consulate General in Milan to guarantee consular coverage across the region. This role is also about building and maintaining good working relationships with internal and external stakeholders, in order to deliver against our wider consular priorities and strategic objectives.

**Why should you apply?**

The role requires a** dynamic, well organised person** with a passion for **customer service**, **strong communication** and **problem solving skills** as well as an ability to take **quick and effective decisions under pressure**.

You will join a **supportive, diverse team** with a culture of **continuous improvement.** We work as** one team** across Italian network, and **value a diverse range of skills and backgrounds**. Consular Assistance is a **challenging** and **very rewarding** job. Our work is **constantly evolving** providing us with **exciting opportunities.**

Accessible **learning and development (L&D) opportunities**, including specific Consular Training.

This position will require **occasional travel **to meet key stakeholders and strong management skills to **manage an experienced team** of 7 people.

This is a fixed-term position for 6 months with the **possibility of contract extension depending on performance and available funding**.

**Roles and responsibilities**:

- Manage and develop the consular team in Rome and other locations in-country, providing effective leadership, support and guidance on site and remotely
- Lead on complex/high profile cases involving vulnerable British Nationals and overseeing and provide guidance to the consular team, including Honorary Consuls, in accordance with our guidance and policies
- Support British nationals and their families in a range of situations, including bereavement, hospitalisation, death & sexual assault, rape, assault, detention, domestic violence, prisoners and people with mental health needs. Please note this could require visits in challenging environments; and some cases will have media/parliamentary interest
- 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
- Monitor trends in casework to identify outreach priorities with local authorities and plan and deliver consular prevention initiatives and communication campaigns
- Manage Consular Services including the provision of fee baring services such as emergency travel documents and notarial and documentary work
- Lead on Consular aspects of the whole of mission response to a crisis or incident in Italy. Test crisis plans, ensure team prepared to respond, liaise with local authorities and plan for large scale events
- Work closely with colleagues across the network and region. Provide resilience and support with case handling and provide remote cover for other posts on an ad hoc basis
- Provide out of hours assistance to emergency consular cases as appropriate as well as other duties that may reasonably be required in support of the wider Embassy work
- Keep abreast of evolving consular policy as well as changes to Italian Governmental processes
- The job holder is also expected to actively engage in corporate activities and initiatives in the Italy Network

Essential qualifications, skills and experience
- Previous experience in a customer facing role and ability to respond to a wide range of customer needs
- Previous experience managing a team including remote management
- C1 or equivalent of the Common European Framework** in English and Italian
- Change Management skills and Continuous Improvement mind-set
- Resilience and resistance to trauma, ability to cope with the challenging nature of consular work
- Good team player. Strong administrative and analytical skills. Innovative
- Competent and effective decision maker (under pressure), sound judgement, problem solving skills and ability to remain calm under pressure
- Excellent communicator with strong digital and networking skills
- Excellent time management and organisational skills
- Good knowledge of Microsoft systems

Desirable qualifications, skills and experience

**It will be a plus**:

- Previous Consular experience
- Knowledge of Italian government structures and departments, as well as work processes
- Exposure to Crisis Work experience or Crisis Training
- Knowledge of administrative tasks and documentary experience
- Required behaviours- Changing and Improving, Making Effective Decisions, Managing a Quality Service, Com