This is a full-time, on-site role based in Darwin, NT. As a Visa Services and Leadership Facilitator, your key responsibilities will encompass:

1. Leadership and Mentorship:

• Lead and offer regular mentoring and training sessions to our team of visa consultants, ensuring their growth, technical knowledge, and fostering excellence in client service delivery.
• Serve in a central leadership capacity, bridging the gap between the agency’s director and the team of visa consultants. Ensure that the director’s objectives and expectations are consistently and clearly communicated to the consultants. Moreover, act as a channel for feedback and concerns from the consultants, ensuring they are promptly conveyed to the director.
• Empower visa consultants to take ownership of specific responsibilities, while providing oversight and guidance to ensure consistent service quality and adherence to standards.

2. Visa Service Coordination:

• Oversee and, when necessary, directly facilitate visa services tailored to the needs of businesses and individuals.
• Collaborate closely with both internal and external stakeholders to guarantee the smooth coordination and delivery of our services.
• Maintain an open line of communication with visa consultants, ensuring delegated tasks are progressing as intended and providing assistance when necessary.

3. Visa Process Knowledge:

• Ensure a comprehensive understanding of the Department’s visa processes, rules, and regulations within the team.
• Delegate the responsibility of monitoring changes in visa processes to specific consultants, ensuring they keep the team informed about the most current requirements and procedures.
• Serve or designate a point of contact between the agency and the Department, addressing any administrative or procedural queries to ensure agency compliance.

4.Accountability & Case Management:

• Regularly review a sample of cases handled by migration consultants to ensure quality, accuracy, and adherence to standards, and delegate periodic case reviews to senior consultants.
• Establish an accountability structure where consultants are responsible for the quality of their service, providing a system for clients to address concerns.
• Implement and monitor key performance indicators (KPIs) for migration consultants, ensuring consistency and quality in performance.

Through delegation and effective leadership, you will ensure the smooth operation of our services while fostering a culture of growth, knowledge sharing, and excellence within the team.

Selection Criteria

• Education and Experience: Candidates must have a relevant Bachelor’s degree and experience in visa processing and leadership role
• Client Service Excellence: Demonstrated experience in managing client relationships, understanding client needs, and ensuring client satisfaction.
• Communication Skills: Exceptional written and oral communication skills, with the ability to effectively communicate complex processes to a varied audience.
• Teamwork & Collaboration: Relevant experience in working collaboratively within a team environment and fostering positive team dynamics.
• Adaptability: Ability to adapt to changing situations and to handle multiple projects simultaneously.
• Technical Proficiency: Familiarity with visa processing tools, resources, platforms, or software is highly desirable
• Problem-Solving Skills: Proven ability to address challenges creatively and effectively.

If you are a proactive, highly-organised, and motivated individual with a passion for community development and customer service, please apply with your CV and a cover letter addressing the selection criteria.