* Oversee all aspect of the Visa and Immigration Service, ensuring that the process runs smoothly* Interview all clients and deal with all application face to face and by post to ensure that the client is suitable.* Oversee the completion of all relevant visa and immigration documents and ensure that they are received within the time limit set by the government.* Ensure that all of the information provided by the client is accurate and correct, preparing and checking all legal documents.

* Provide hands on support and lead the team towards achievement of individual performance goals and department objectives.* Conduct real time monitoring, manage the queue and move resources as required to attain the agreed service level objective and quality.* Responsible for the development and motivation of assigned employees and ensuring they have the necessary tools and information.* Conduct quality monitoring and coaching to maintain customer care department standards* Identify individual training needs and develop plans for immediate and long-term performance improvements* Proactively solve problems and provide timely resolution to ensure minimal impact to customer and employee satisfaction. Identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted.* Facilitate customer satisfaction by receiving escalated queries, following up and resolving issues in an effective manner as well as control escalations to other departments.* Works in a continuous process of evaluating calls and providing feedback enhancing the quality of the calls.* Identifying the calls failing to meet predefined standards and get the root cause of why.* Measure compliance against established expectations of agent behaviour.