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 performance