The Enquiries Desk Coordinator’s role is critical to the operations and delivery
of immigration services to our clients. This role would suit someone whose core
skills lie in attention to detail, co-ordination, following mandatory
requirements accurately. Provides support to the global and local immigration
teams by way of the distribution of Enquiries, reporting to the Functional
Manager – Immigration Support.
Duties and Responsibilities
Responsibilities include (but are not limited to):
* Manage the first triage of enquiries by verifying the authenticity of
requests, eliminating spam, logging enquiries into Immigo, responding to
unqualified enquiries, and routing qualified enquiries to the appropriate
Newland Chase office.
* Review and assess requests received globally, ensuring compliance with
mandatory requirements, client-specific instructions, and internal
protocols.
* Create applicant profiles and immigration cases in Immigo and access internal
and external portals to retrieve information where required.
* Review, validate,
and store supporting documents in the appropriate system
and dedicated folders.
* Distribute initiation requests accurately and within agreed SLAs, adhering to
client-specific, cross-country, and internal processes.
* Ensure all enquiries activities are completed accurately, efficiently, and in
accordance with established quality standards.
* Drive Process Improvement:
* Identifies opportunities for improving processes.
* Adheres to organizational expectations; creates objectives that align with
SLA’s and KPI’s
* Adhere To Company Policies:
* Leads by example and complies with the company code of conduct and
policies. Ensures consistency in adhering to company policies and
procedures, uniformly and without exception.
* Maintains a culture of accountability through explicit expectations and
performance management.
* Teamwork:
* Maintains a level of engagement and learning with team members resulting in
enhanced performan