You will manage assigned cases end to end, act as a primary point of contact for assignees and business contacts, and ensure cases are progressed accurately, efficiently, and in line with agreed client protocols and service standards.

Responsibilities:

• Manage immigration cases from initiation through to completion, ensuring deadlines and service standards are met.
• Act as the primary point of contact for assignees and business stakeholders, providing updates and guidance throughout the case lifecycle.
• Collect, review and prepare immigration documentation and coordinate application submissions.
• Maintain accurate case records and ensure compliance with client protocols, legal guidance and internal quality standards.
• Monitor case progress, identify potential issues and escalate complex matters as appropriate.
• Collaborate with colleagues across the business to deliver a seamless client experience and support team priorities.
• Build strong client relationships through consistent, high-quality service delivery.
• Contribute to process improvement initiatives that enhance efficiency, client experience and service delivery.

The team: The Client Delivery Team is responsible for the end-to-end delivery, coordination, and operational management of immigration services for Fragomen’s clients.

Requirements:

• Previous experience managing a caseload in a similarly regulated environment.
• Strong client service experience, with the ability to build professional relationships and manage stakeholder expectations effectively.
• German and English language skills, both written and verbal.
• Strong written and verbal communication skills, with confidence communicating with clients, assignees and internal stakeholders.
• Highly organised with the ability to manage multiple priorities, competing deadlines and a high-volume workload.
• Strong attention to detail and commitment to delivering accurate, high-quality work in a compliance-driven environment.
• Demonstrable ability to follow established processes, policies and client protocols while exercising sound judgement on escalations.
• Experience reviewing documentation and maintaining detailed records with a high degree of accuracy.
• Ability to work collaboratively within a team environment and provide support and knowledge sharing to colleagues when required.
• Proficiency in Microsoft Office and case management, CRM or workflow management systems.
• A proactive, solutions-focused approach with the ability to identify risks, anticipate issues and escalate appropriately.

Benefits:

• A career at Fragomen will provide you with the opportunity to work in an exciting environment for a broad range of clients, where no two days will be the same.
• You will face interesting challenges, and will work with dedicated, friendly and ambitious people, where providing exceptional client service is at the core of what we do.

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