Main purpose of job:
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 hub, managing all ETD applications globally from three centralised locations (Singapore, Madrid and Mexico City). Between the three Centres we operate a near 24 hour service, 7 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.
Your role will primarily encompass the processing of applications and production of ETDs for British Nationals whose full validity passport has expired, been damaged, lost or stolen or is otherwise unavailable with a need to travel urgently. The vast majority of these will have been online applicants whom you will support remotely, however you may also support individuals in person within Singapore.
You will primarily work on standard or straightforward applications for which we have a 2 working day turnaround time. Your role will include checking document information and assessing applicant\'s eligibility; taking payments for applications; data inputting and processing applications, printing Emergency Travel Documents and organising courier delivery, liaising with customers, usually by email or by phone.
Please note that the consular ETD assistant role may occasionally involve communicating with customers who are under a high degree of stress, including by phone. Candidates should therefore have a high level of resilience to trauma.
Roles and responsibilities/what will the jobholder be expected to achieve?
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