The Role
This is a front-of-house, client service and administrative support position.
You will often be the first person a client speaks to or meets when contacting Knightsbridge Immigration. You will therefore play an important role in creating a professional, welcoming and reassuring experience.
The role combines:
Front desk and reception management
Client care and customer service
Telephone and enquiry handling
Appointment coordination
Administrative support
Caseworker support
Client Care Team support
Document and correspondence management
Office organisation
This is not an immigration adviser position. You will not be expected to provide immigration advice. Your role is to make sure clients are looked after properly, information reaches the correct team member, administrative processes run smoothly and caseworkers are supported effectively.
Client Experience
A major part of this role is ensuring that every interaction with Knightsbridge Immigration reflects the standard of service we want to provide.
You will:
Welcome clients and visitors professionally when they arrive at the office.
Make sure clients feel acknowledged and looked after while waiting.
Answer incoming telephone calls in a professional, friendly and confident manner.
Respond appropriately to general enquiries.
Identify what a client needs and direct the enquiry to the correct person or department.
Keep clients informed about appointments, administrative requirements and next steps where appropriate.
Help clients understand how to provide documents and information requested by their caseworker.
Follow up with clients where documents, forms or administrative information remain outstanding.
Ensure messages from clients are recorded accurately and passed to the appropriate team member.
Help maintain a calm and organised experience for clients who may be anxious about their immigration matter.
Ensure enquiries do not become lost, forgotten or unnecessarily delayed.
Monitor outstanding client-care actions and help the team maintain agreed service standards.
Identify situations where a client may require additional assistance and escalate these appropriately.
You should take ownership of the client experience even where the substantive immigration work is being handled by another team member.
Front Desk and Reception
You will take primary responsibility for the day-to-day management of the front desk.
Responsibilities will include:
Opening and preparing the reception area each day.
Greeting clients and visitors.
Managing client arrivals and departures.
Informing the appropriate team member when their client has arrived.
Managing waiting areas and meeting rooms.
Maintaining a professional, tidy and welcoming reception environment.
Answering the main telephone line.
Taking accurate telephone messages.
Managing incoming and outgoing post and deliveries.
Receiving documents delivered by clients.
Recording receipt of important documents where required.
Scanning and uploading documents to the appropriate client or case record.
Helping clients with basic administrative processes at reception.
Ensuring confidential information is not visible or accessible to other visitors.
Supporting the Client Care Team
You will work closely with the Client Care Team and help manage the administrative side of the client journey.
This may include:
Logging new enquiries.
Creating and updating client contact records.
Recording the source of new enquiries.
Booking consultations and appointments.
Sending appointment confirmations and reminders.
Following up prospective clients after initial contact where appropriate.
Helping prepare onboarding information.
Sending administrative documents approved by the appropriate team member.
Monitoring documents awaiting signature.
Following up unsigned client-care documents.
Helping obtain identification and onboarding documents.
Recording payments or payment information in accordance with internal procedures.
Maintaining accurate client contact details.
Updating enquiry and client statuses.
Recording client communications.
Assisting with client satisfaction and feedback processes.
Identifying unresolved client-care issues and escalating them.
Supporting Caseworkers
You will provide practical administrative support to immigration caseworkers so they can concentrate on substantive casework.
You may assist with:
Setting up new matters.
Creating and maintaining electronic client files.
Saving correspondence to the correct matter.
Uploading documents.
Naming and organising documents consistently.
Preparing document bundles for review.
Checking whether requested documents have been received.
Following up outstanding documents at the caseworker's direction.
Maintaining document checklists.
Updating case-management records.
Recording important dates supplied by the caseworker.
Scheduling client meetings.
Arranging telephone or video appointments.
Preparing meeting rooms.
Producing standard administrative correspondence.
Sending approved correspondence to clients.
Keeping records of incoming and outgoing communications.
Supporting file closure and archiving procedures.
You will not be expected to assess immigration eligibility or provide immigration advice unless separately authorised to do so.
Communication Management
An important part of the role is ensuring communication is properly controlled and recorded.
You will assist with:
Monitoring shared administrative inboxes.
Allocating emails and messages to the appropriate team member.
Recording important communications on the relevant case or client record.
Monitoring general telephone messages.
Making sure urgent communications are brought to the attention of the appropriate person.
Following up unanswered administrative enquiries.
Supporting the management of internal alerts, reminders and tasks.
Helping ensure communications are not duplicated or overlooked.
Appointments and Diary Management
You will help coordinate the firm's appointments and client meetings.
Responsibilities may include:
Booking consultations.
Scheduling caseworker appointments.
Confirming appointments with clients.
Sending reminders.
Recording the purpose of the appointment.
Ensuring the relevant team member has the correct client information before the meeting.
Managing meeting room availability.
Rearranging appointments when required.
Recording cancellations and non-attendance.
Helping manage follow-up appointments and deadlines.
Client Records and Data Quality
Accurate records are extremely important within an immigration practice.
You will be expected to:
Enter information accurately into the case-management system.
Maintain complete client contact records.
Avoid creating duplicate client or case records.
Record telephone calls and messages appropriately.
Update case and enquiry statuses when required.
Ensure documents are saved against the correct matter.
Keep administrative records up to date.
Follow the firm's naming and filing conventions.
Handle personal and confidential information carefully.
Office Administration
You will also assist with the smooth running of the office, including:
Maintaining office supplies.
Monitoring stationery and consumables.
Coordinating incoming and outgoing post.
Preparing meeting rooms.
Helping maintain the presentation of client-facing areas.
Liaising with suppliers where authorised.
Supporting printing, scanning and filing requirements.
Assisting with general administrative projects.
Supporting managers with operational tasks when required.
Customer Service Standards
We expect the person in this role to demonstrate consistently high standards of client care.
You should aim to ensure that:
Clients are acknowledged promptly.
Calls are answered professionally.
Messages are accurate and complete.
Clients know what will happen next.
Promises to call or respond are recorded and followed up.
Clients do not repeatedly have to explain the same issue.
Administrative queries are resolved wherever possible without unnecessary delay.
Matters requiring advice are quickly referred to an authorised adviser.
Confidentiality is maintained at all times.
The office presents a calm, professional and organised environment.
What We Are Looking For
The ideal candidate will be:
Naturally client-focused.
Friendly and professional.
Confident speaking with people from different backgrounds.
Comfortable communicating by telephone, email and face-to-face.
Highly organised.
Able to manage several tasks at the same time.
Reliable in following up outstanding work.
Calm when dealing with busy periods or anxious clients.
Accurate when entering information.
Comfortable using computer systems and learning new software.
Able to recognise when something needs to be escalated.
Discreet when handling confidential information.
Willing to take responsibility rather than simply passing problems on.
Essential Skills
Strong customer service skills.
Excellent spoken and written English.
Professional telephone manner.
Good organisational skills.
Strong attention to detail.
Good computer literacy.
Ability to use email, calendars and Microsoft Office or equivalent systems.
Ability to maintain accurate records.
Ability to work as part of a team.
Ability to prioritise workload.
Ability to communicate professionally with clients, colleagues and third parties.
Desirable Experience
Experience in any of the following would be helpful but is not essential:
Reception or front-of-house work.
Customer service.
Professional services.
Legal administration.
Immigration services.
Solicitors' offices.
Healthcare reception.
Financial services.
Case-management systems.
Diary and appointment management.
Training will be provided on Knightsbridge Immigration's internal systems and procedures.
Boundaries of the Role
Because Knightsbridge Immigration operates in a regulated environment, it is important that the distinction between administrative support and immigration advice is maintained.
The Office Administrator may provide administrative information, explain office processes and assist clients with administrative requirements.
However, questions concerning immigration eligibility, immigration strategy, legal requirements, prospects of success or what a client should do in their particular circumstances must be referred to an appropriately authorised immigration adviser.
How Success Will Be Measured
Success in this role will be reflected by:
Positive client feedback.
Professional handling of incoming enquiries.
Accurate client and case records.
Prompt handling of telephone and reception enquiries.
Low numbers of missed or unallocated messages.
Timely follow-up of outstanding administrative matters.
Effective support for caseworkers.
Well-managed appointments and diaries.
Accurate document handling.
An organised and professional reception environment.
Strong communication between Front of House, Client Care and Casework teams.
The Person We Want
We are looking for someone who understands that excellent client service is often created through the small things.
Remembering to return a call.
Making sure a worried client knows their message has reached their caseworker.
Noticing that a document is still outstanding.
Preparing the meeting room before the client arrives.
Making sure information is recorded correctly so a client does not have to explain everything again.
Following something through rather than assuming somebody else will deal with it.
For the right person, this role offers the opportunity to become a central part of the day-to-day operation of Knightsbridge Immigration and the experience we provide to every client who contacts our firm.
Derby
