Etd Assistant, Emergency Travel Document Centre

hace 1 semana

Madrid, Madrid, España Foreign & Commonwealth Office A tiempo completo
Job Description (Roles and Responsibilities) 1

Who we are:


The British Embassy in Madrid 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.

It is now recruiting for a Emergency Travel Documents' Assistant in Madrid, Spain.


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.

This is an exciting opportunity to join a busy, fast paced team providing direct assistance to individuals around the world every day.

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.

The role entails:

  • Checking, completing and printing standard Emergency Travel Documents (ETDs)
  • Request additional supporting documentation and information
  • Check applicant eligibility
  • Process payments
  • Meeting daily productivity benchmarks and quality targets
  • Spotting and flagging potentially vulnerable applicants who require further support to incountry consular teams.
  • Attending regular team meetings
  • Liaison with customers throughout the ETD process where required
  • Liaising with Consular colleagues across the globe
  • Communicating with couriers for the delivery of ETDs
  • General office duties including ETD stock management
Essential qualifications, skills and experience - Full professional proficiency in English, both verbal and written, with excellent communications skills (a minimum of C1 level, according to CEFR*)

  • Strong IT literacy
  • Attention to detail
  • Previous experience of working effectively within a team
  • The ability to work flexibly in a fast paced, changing environment
  • Good organisational skills to deliver within required timescales
  • Customer service skills with 2 years' experience minimum
Desirable qualifications, skills and experience 1

Good to have:

  • Previous experience of data entry and checking documents
  • Previous experience interviewing customers or stakeholders
  • Consular experience and knowledge
  • Experience working in an administrative hub or centralised operation.


 Required behaviours 1
  • Making Effective Decisions, Delivering at Pace, Working Together Application deadline 6 March 2024
Grade - Administrative Assistant (AA)

Type of Position - Fixed Term, Full-time

Working hours per week - 37.5

Duration of Post - 6 months

Region - Europe, Eastern Europe & Central Asia

Country/Territory - Spain

Location (City) - Madrid

Type of Post - British Embassy

Number of vacancies - 3

Salary Currency - EUR

Salary 1
- €26,246.47

Start Date - 15 April 2024

Other benefits and conditions of employment 1

This is a full-time, fixed-term contract at AA grade level. Normal working hours are 37.5 per week.


Please note that it is your responsibility to ensure you meet the legal requirements to live and work in this country.


Working patterns:
This is a shift based role.

ETDC Madrid is open from 7am to 10pm, Monday - Friday and bank holidays and a rota is in place spanning these hours.

The Centre is also open on Sundays between 9am and 5pm. These shifts are allocated on rotation.

Any other information:
No accommodation or relocation expenses are payable in connection with this position. You must have the right to work and reside in Spain.

Additional information 1


Please be advised that the British Embassy will not be able to meet the travel costs incurred when travelling to the interview, nor the costs connected with relocation if offered a job.


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.

The Embassy also offers the following initiatives/conditions (please note these may change over time):

  • To access a wellbeing fund for leisure/wellbeing activities;
  • To enjoy many wellbeing initiatives e.g. extra day's leave on birthday, etc.
  • The opportunity to take paid leave to carry out volunteering activities (3 days per year);
  • The Embassy operates a Time Off In Lieu (TOIL) policy in the event of overtime.
  • Please note for more information on the Common European Framework of Reference for Languages: Learning, Teaching, Assessment levels please click on the following link CEFR. Please bear in mind in case you are invited for an interview your language skill is going to be assessed.
The Embassy is committed to employee development and wellbeing and ha

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