You will lead on specific consular prevention projects – planning and delivering engagement and networking events; and developing strong working relationships with stakeholders to help minimise risks to British nationals. You will also support the British High Commission’s work on crisis preparedness and response, and will be expected to fulfil the Deputy Consular Manager or Consular Manager role in any major incidents or crises.

You will be expected to work flexibly and collaboratively with other team members, sometimes taking on work outside of your normal remit, for example by providing support and/or advice to consular staff across the West Africa consular network.

• You will lead on complex/high profile cases and will be expected to provide empathetic consular assistance to British nationals on issues such as domestic abuse, victims of crime (including rape and sexual assault), destitution, child safeguarding/welfare, hospitalisation and death.
• You will be expected to prioritise casework based on the individual’s vulnerability and to tailor your support accordingly, doing more for those less able to help themselves.
• You will be required to meet consular business targets and to ensure that our case management system is updated promptly.
• You will support and advise consular colleagues in Ghana on complex assistance cases and where needed, provide support on consular issues arising in other posts.
• To support casework in Ghana, Benin, Burkina Faso and Togo, you will need to develop excellent relationships with other colleagues in the British High Commission in Accra, and the British Embassies in Abidjan and Bamako, and to work collaboratively with them to make progress on complex cases.

24/7 consular services:

• You will need to ensure that British people can contact us when they need to, and access information as easily as possible. This will include researching and writing online guides on issues such as bereavement, arrest and rape/sexual assault.
• You will be required to assist with issuing Emergency Travel Documents to British nationals and you may be required to host citizenship ceremonies for people who are becoming British citizens.

Prevention:

• You will be expected to identify issues and deliver small projects and initiatives aimed at reducing the impacts facing British nationals. This could include hosting workshops, organising events and generally working on themes such as child welfare, detention, financial assistance, complex death cases, mental health, tourism safety, volunteering, victims of crime (including Rape & Sexual Assault) and destitution.
• You will be required to identify and develop a network of external contacts to support the resolution of consular casework. This will include – for example – developing effective working relationships within Ghanaian authorities, such as immigration officials.

Crisis:

• You will be expected to play a role in any crisis response delivered by the British High Commission in Accra.
• You may also be asked to support crisis responses in other countries through our “regional resilience” arrangements.
• Crisis work may involve working outside your contracted hours or travelling at short notice.
• You will also be expected to support crisis preparedness. This includes contributing to the Crisis Management Plan, planning the consular aspects of crisis response.

Managing people, operations and information:

• You will be required to meet consular business targets and ensure cases are updated promptly on the management system. You will deliver in line with agreed KPIs and will encourage the team to work in compliance and perform highly against expectations and goals, monitoring monthly statistics and producing monthly reports.
• You may be expected provide occasional line management cover in neighbouring countries.

We are a team of four, providing consular assistance to British nationals in Ghana, Togo, Benin and Burkina Faso. You will be expected to work flexibly and collaboratively with other team members, sometimes covering for others on leave including as a stand-in line manager and occasionally working outside your normal remit during crisis and periods of high pressure.

You should be aware that consular work involves difficult conversations with distressed individuals and may require visiting challenging environments, such as prisons and hospitals, so emotional intelligence and personal resilience are essential.

You can expect to travel a few weeks per year, often within Ghana but also sometimes within the sub-Saharan Africa (SSA) region and occasionally to the UK.

• Excellent communication skills (to manage customer expectations, deliver difficult messages and communicate effectively with other colleagues in the British High Commission)
• Ability to remain calm and professional under pressure (including when dealing with potentially emotive subjects and distressed people)
• Ability to prioritise effectively
• Collaborative approach
• Excellent written and spoken English
• High proficiency with MS Office
• Ability to travel internationally
• At least two years’ experience in a customer-facing role