Find More Than 10K+
United Kingdom Jobs

This role contributes significantly to international student experience at the
University University, and we are committed to ensuring the provision of accurate,
timely advice for students to support the successful completion of their studies at
the

University, and we are committed to ensuring the provision of accurate, timely immigration
advice for students to support the successful completion of their studies.

Key Responsibilities
and Accountabilities:

• Provide specialist impartial, confidential, client-centred advice to international students

and their dependants regarding the Student Route CAS and visa application process.

• Assessment of documentary requirements involved in Student Route CAS and visa

process, including financial statements, academic and English language qualifications.

• Responsibility of assigning CAS to current students via the UKVI SMS system, identifying

and mitigating risk as required.

• Ensure advice and guidance provided around CAS, visa application and wider

immigration issues are in-line with OISC/UKCISA regulatory standards and code of ethics.

• Communicate with UKVI on complex issues, relaying key information to Account

Manager to ensure accurate response.

• Be the primary point of contact for staff across support and academic services for

immigration related issues and processes, building an effective working relationship
with colleagues.

• Maintain and develop knowledge on Home Office policy in key areas which impact HE

students in the UK through independent learning, attendance of internal and external
training sessions and monitoring forums.

• Utilise a range of university systems to identify, assess and support student immigration

enquiries

• Review and develop processes to ensure ISS are aware and can act upon changing

student circumstances which may impact immigration status, including automated
communication campaigns.

• Take the lead in forecasting the impact of emerging immigration rule changes, and

develop tailored content, both physical and digital, in raising awareness of issues across
student population.

• Manage and update service website ensuring content reflects latest UKVI guidance and

University policy

• Create and deliver online and offline information sessions and workshops to target

student groups based on a range of immigration issues

• Curate and deliver training content on immigration procedures to staff across the

University, understanding key points in the academic year when sessions will be most
effective.

• Provide high levels of customer service at all times and across all forms of

communication; online, face to face and telephone

• Advice and guidance on Graduate Route visa eligibility and signposting into the Home

Office application portal

• Working with the Enterprise team to identify and support student applications for the

UKVI Start-up Visa scheme

• Supporting students with Administrative Reviews where appropriate

• Plan and supervise the Airport Arrival Service, including liaison between external

organisations, creation of risk assessments, supervising support staff during arrival
activities and operating the 24hr emergency contact provision

• Where required, support the team's wider welfare related work including basic advice

and guidance, attending events and contributing to welfare material.

• Maintain all records of student interactions within online enquiry platform

ensuring that documentary requirements are recorded to audit standards.
Special
Circumstances:

• Some weekend and evening working as required fulfilling demands of the service and

other requirements, including airport arrival weekends and other occasions when
service demand/external deadlines necessitate a flexible approach

• Scheduled and flexible work across two campuses to provide face-to-face service to

students and staff

• Owing to particular responsibilities of the post, there will be times of the year when it

will either not be possible for the post holder to take annual leave or be necessary to
limit the amount of annual leave that can be taken.

University of Sunderland

Role Profile

Part 2

Part 2A: Essential and Desirable Criteria

Qualifications (Essential)
• Degree, equivalent qualification.

Experience (Essential)

• Proven experience of working in a customer focused environment consistently delivering

high levels of customer care, supporting international students with immigration advice.

• Experience of working in an environment dealing with complex and sensitive cases, and

ability to deliver updates on a 1:1 basis with clients.

• Proven experience of managing caseloads and strong experience in attention to detail in

maintaining accurate, timely records of client interactions.

• Experience of working against strict deadlines, both internal and externally governed and

being able to manage your own time accordingly.

• Strong knowledge and demonstrable application of policies and procedures in your work.
• Demonstrating diplomacy and negotiation skills between various levels of an organisation

• Experience in presenting information both in-person and online to large groups of clients
• The ability to provide accurate and concise written communication through a variety of

communication channels

Experience (Desirable)

• Experience of managing or contributing to online customer facing content, including

maintaining the service website and curation and delivery of digital training materials.

• UKCISA training

• Demonstrable experience of working with Microsoft Office applications, specifically

Excel and the ability to extract outcomes from complex data sets.

• Experience of using the Home Office SMS system.

• Demonstrable experience of using a Customer Relation Management / enquiry

tracking system.

Part 2B: Key Competencies

Competencies are
assessed at the
interview/selection
testing stage

Leadership Responsibilities

• Responsible for issuing CAS accurately and against strict timelines

• Pro-active management of student data to pre-empt risk for the student and

institution

• Lead on faculty relationships to ensure required information can be obtained quickly

and accurately

• Supervision and training of staff over airport arrival activities

• Provide operational leadership in key functional areas by way of continuous

improvement and customer satisfaction

• Take ownership of issues and ensuring their effective resolution

• Contribute to team and event planning as appropriate

• Advocate for and positively promote the Service

• Deliver accurate, up to date and specialist advice to international students and their

dependents, agents, and internal stakeholders

• Identify when assistance and support is and is not needed; and refer appropriately.
• Deliver information sensitively to stakeholders which may not be well received,

providing and referring to additional support as required

Contribution to Culture
• To understand and support a culture in the Service which supports University and

Service priorities, including:
o Responsiveness
o Excellence in customer service and valuing the importance of delivering services

of the highest quality
o Ownership of actions;
o Adaptability & a 'can do' attitude
o Strong communication
o Innovation
o Inclusiveness
o Collaboration and working across team boundaries to build & strengthen

working relationships
o Flexibility of approach

o Being student-centric

Date Completed: March 2023