Job Description
Fragomen’s Business Immigration Consultant position, gives you the opportunity to work with a smart, motivated and diverse peer group. Our exclusive focus on immigration means you will work in an exciting, ever-changing and challenging environment with people who are passionate about immigration.
Role Objective
Consultants are responsible for assisting Supervisors and Managers with the successful delivery of the team’s output of work, reporting to the Manager or Supervisor responsible for the team. This includes, but is not limited to, allocating work within the team, monitoring workflows, day-to-day liaison with clients, the preparation of applications and reporting on the performance of the team.
Key responsibilities
- Adhere to best practice to achieve maximum efficiency and productivity including following processes set out in the Standard Operating Model.
- Ensure that all Service Level Agreement standards are met or exceeded
- Update and maintain applications within our technology platforms, ensuring all applications are processed within the required SLA’s
- Answer directed calls and emails in a timely and professional manner, within the required SLA’s
- Ensure that all key emails and benchmarks are updated within the timeline of CRM/ uploaded to Connect
- Provide support and accurate information to clients upon their visa request
- To undertake all other reasonable duties / additional projects as requested by the Manager
- Be able to identify service issues and escalate to Manager as appropriate
- Researching tasks as delegated by Manager
- Ensure that any cases allocated to them are invoiced in a timely manner
- Maintain deep content knowledge based on all aspects of business process to complete orders, systems capabilities and company policy & procedure
- Work closely with other areas across the business to support ongoing improvements
- Provide cover to other caseworkers when on leave as required by the Manager
- To provide assistance, guidance and training to visa coordinators, and consultants as required
- Act as an initial point of escalation for the team
- Monitor their team’s caseloads and assist the Manager with delegation of new cases to their teams
- Monitor their team’s billing and their own to ensure it is up to date
- Monitor their team’s case management within CRM/Connect ensuring cases are being kept up to date
Key Skills
- Previous visa processing experience
- Strong background in a client facing role
- Demonstrated ability to research and analyze complex or unique cases independently
- Ability to take direction and guidance from senior team members
- Develop strong working relationships with team members and gain their confidence through displaying professionalism and efficiency in all communications
- Able to plan workload often with conflicting deadlines, able to meet deadlines and priorities for own work, taking into account delivery expectations and agreed client service standards
- Proven ability to generate clear, well-organized written work and able to effectively express oneself verbally in an articulate and polished manner
- Strong listening skills
- Detail-oriented with a strong focus on accuracy and quality of work
- Proactively communicates progress to manage expectations, informs team members of conflicting priorities, and escalates capacity issues or requests assistance when needed
- Able to demonstrate personal leadership and support the team, taking ownership as and when required
- Proficiency in a second language is an advantage
At Fragomen, we offer excellent training, defined career pathways and the opportunity to work with knowledgeable professionals who are the best in the business. We embrace workplace flexibility to enable you to find your path and do your best work.
Finding the right person is very important to us. We hope that finding the right place is as important to you.
Salary will be commensurate with experience.
All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position's location, and conducting a comprehensive background check, where permitted by local regulations.
