Full-time: 36.75 hours per week
Security Assessment: Negative Vetting Level 2 Clearance
Starting salary: £41,865 per annum
Applications are sought from persons interested in employment at the Australian High Commission in London as Locally-Engaged Staff.
About the Department of Foreign Affairs and Trade (DFAT)
The role of the Department of Foreign Affairs and Trade (DFAT) is to advance the interests of Australia and Australians internationally. This involves strengthening Australia’s security, enhancing Australia’s prosperity, delivering an effective and high quality overseas aid program and helping Australian travellers and Australians overseas.
The department provides foreign, trade and development policy advice to the Australian Government. DFAT also works with other Australian government agencies to drive coordination of Australia’s pursuit of global, regional and bilateral interests.
About the Position
The Passports Manager is responsible for providing overall managerial support for the London Passports Office and is the direct line manager of the Passports team. The position holder requires extensive knowledge of passport and related legislation and policies, to the level that it can provide expert advice to the public and to passport office staff locally.
The key responsibilities of this role include, but are not limited to:
- Coordinate the daily operations of the Passports Section in order to meet required benchmarks and quality standards, including tasking, workflow management and resolving general issues as they arise
- Serves as a point of escalation for other members of the Passports Section by providing advice and guidance on passport legislation, policies and procedures, and assuming responsibility for more complex passport applications
- Assess and authorise requests for replacement of damaged or incorrectly issued travel documents and the issue of limited validity passports in accordance with applicable guidelines
- Facilitate effective management of the Passports Section staffing, including monitoring staffing levels, absence management, ensuring compliance with Australian High Commission policies and procedures, performance management and staff development
- Undertake analyses and implement process improvements on an ongoing basis to ensure the smooth running of the section, as well as contributing to broader strategic activities including the development of Australian Passports Office policy and procedures and participation in other ongoing projects;
- Complete reporting as is necessary, including liaison with Canberra.
Sound knowledge of legislation and policy related to the issuing of passports:
- Passports Act and associated Minister’s Determinations
- Passport policy manual (OPI)
- Consular Operations and Policy Handbooks
- Privacy Act
Ability to obtain and enact knowledge of:
- Family Law Act, as it relates to parental responsibility
- Financial Management Manual (collection of public monies and accountable documents)
- UK passport policy (HMPO)
- UK immigration procedures (UKVI), including the deportation and removal processo
- European/Middle East and African entry and visa procedures as they relate to Australian passport
- Detailed end-to-end knowledge of Australian overseas passport operations in order to provide expert advice to the public, and make decisions in accordance with policy and legislation an advantage
- Excellent communication and customer service skills to deal with all facets of client interaction, including very complex and sensitive matters (eg. gender diverse applications, surrogacy applications, deaths)
- Specialised passport interview skills to deal with all types of applications, ranging from routine to very complex and sensitive, including fraudulent applications
- Decision making skills and judgement
- Strong ability to perform facial recognition tasks, in person and electronically
- Coordination and logistical skills to coordinate workflow
- Technical skills to operate and maintain expensive custom-built machinery, both computer-controlled and manually operated, and to provide technical advice to other users
- Knowledge of Australian, UK and foreign identity and vital record documents, and related fraud issues
- Management skills (human and financial)
- Change management skills
- Project management
Australian Citizen with (or ability to obtain) Australian Government Security Clearance (NV2)
In your written statements, you must include succinct, high-level relevant examples that support your claims against the role. The word limit is strictly 250 words per response. The panel will not assess responses that exceed the word limit.
A. Sound knowledge of Australian legislation and policy related to the issuing of passports.
B. Detailed end-to-end knowledge of Australian overseas passport operations.
C. Strong planning and organisational skills with the ability to work under pressure and manage priorities under limited supervision in a high volume, client-focussed environment.
D. Strong interpersonal skills with experience in managing a team and building productive working relationships.
E. Proven decision-making skills and the ability to exercise good judgement to apply legislation and policies correctly.
F. Well-developed communication, interviewing and liaison skills including the ability to communicate empathically, clearly and simply with people from diverse backgrounds both in person, over the phone and in writing.