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We lead the UK’s diplomatic, development and consular work around the world. We employ around 17,000 staff in our global network of 281 offices worldwide. Our UK-based staff work in King Charles Street in London, Abercrombie House in East Kilbride and in Milton Keynes.

Your role with us

The FCDO’s Consular Services Department provides British nationals with first class 24/7/365 consular services. The Consular Contact Centre (CCC) team is split between East Kilbride, Scotland and Malaga, Spain, and is the first point of contact for all our global consular customers, providing advice and support by phone, post, email, social media and other digital services.

Main purpose of the job

When you join the Consular Contact Centre (CCC), you’ll be at the frontline of the UK’s global consular operation, helping British nationals and customers around the world access vital support and information. Every day is different. One moment you could be assisting a British National in distress, the next supporting the response to a major international incident, natural disaster or crisis affecting British nationals overseas. Working across phone, digital and written channels, you’ll provide accurate advice, resolve enquiries, and ensure customers receive the right support as quickly as possible.

Beyond customer contact, you’ll help shape the future of consular services. Using customer insight, operational data and quality assurance findings, you’ll contribute to service improvement initiatives, support the development of new guidance and digital tools, and help ensure consistent, high-quality support is delivered worldwide. Working closely with colleagues across the FCDO’s global network, you’ll play an active role in knowledge management, policy implementation and operational resilience, helping the organisation adapt to emerging customer needs and new ways of working.

Who we’re looking for

To be a success in this important, busy role, you’ll be a friendly and collaborative team worker, possess excellent communication skills, and be fluent in written and spoken English. There’ll be times when you’re faced with challenging or sensitive situations, so you’ll have diplomatic and empathetic interpersonal skills, and be capable of remaining calm and professional while working at pace and under pressure. A confident user of IT with a particular focus on the Microsoft Office suite of applications and cloud-based telephony solutions, we’ll also expect you to have well developed geographical knowledge.

Due to the 24/7/365 nature of our operation you’ll be expected to cover some unsociable hours, including night shifts, weekends and public holidays, with a requirement to work from home for these shifts. It’s important that you can work freely, including through the night, without disturbing or being interrupted by family members or other people you share your home with.

Please be aware that you must be a British Citizen at the time of application and be required to attain Developed Vetting (DV) security clearance. For more information about this process, click here.

We value diversity and inclusion and actively encourage and welcome applications from all communities. Everyone here gets the support to develop their skills and capabilities as well as benefits that help to make the most of life in and out of work, including a Civil Service pension.

Use your talent and experience to shape our nation’s future, and deliver tangible improvements to millions of lives, including your own.

Closing date: 28 September 2026.

Pay: £29,500.00 per hour

Work Location: In person