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Position: Assistant Case Manager

Our Company

Acacia Immigration Australia is a specialist migration consultancy established in 1999. We offer immigration advice and visa application services to our clients. We service both corporate and individual clients.

We are based in the Sydney CBD and have a cohesive team of Registered Migration Agents and support staff with a supportive culture and at the heart of our values.

We have a track record of innovation and source much of our business from online channels - such as our website, social media and Electronic Direct Mail.

Team Overview

Our team members are highly trained in the relevant immigration legislation and experienced in a wide range of visa applications. We all focus on providing the highest standards of client service in a friendly, collaborative and supportive environment.

Our Core Values

Our core values form the basis of our organisation, supporting our vision to be the leading specialist migration consultancy in Australia. All our team members share these values and are assessed on their commitment to these:

  1. Make it Happen: We care deeply about getting the best outcome for our client - persisting in the face of adversity, making sure we always have a backup plan and always focussing on the outcome.
  1. Get It Right: We take pride in our work and get it right the first time. Our staff are recognised for their technical excellence, ethical approach and attention to detail.
  1. Play as a Team: We support each other by sharing our skills and expertise, being generous with our time with each other and have open and honest communication.
  1. Innovation: We foster a culture of learning and continually seek to do things better - whether it be improving our office processes, finding new and better migration pathways for our clients, or developing innovative ways to engage our clients.
  1. Integrity: Ethical practices are of highest importance - we do not compromise standards or take short cuts in our work. We work collaboratively with all stakeholders and are transparent and honest in all our dealings.
  1. Exceptional Customer Service: never forget that our clients pay the bills. The migration process can be stressful and demanding - we go out of our way to make the experience as positive as possible for our clients and delight them with exceptional results.

Accountabilities

Core Accountabilities:

  • Be outcome focussed: seek the solution which is best for the client in the simplest, most cost effective way
  • Be fully engaged at all times. Show passion and interest in your work.
  • Be determined in providing client service not matter how difficult or complex the situation may be
  • Be interested in your own professional development and be motivated to learn and do your job better
  • Take pride in the standard of your work and show attention to detail in everything that you do. Be accountable for your own work.
  • Be ethical in you dealings with all clients, staff, providers and the Department of Immigration
  • Be happy in “ making a client’s day”, always responding promptly, showing empathy, and remaining consistent with the quality of service you are providing
  • Be a “Manager of One” - able to see the big picture, proactively identify and set goals, and manage your time effectively to achieve them.
  • Ability to follow processes, but also reflect and evaluate the effectiveness of existing process and constantly improve them

Position Accountabilities:

Primary Purpose

Support Acacia Immigration’s mission in delivering a quality service to our clients by providing outstanding administrative support to the Case Manager in fulfilling all documentation requirements necessary to assist in providing relevant outcomes for all visa applications

Key Internal and External Relationships

  • All existing and prospective customers of Acacia Immigration
  • Case Managers
  • Director
  • External Providers where necessary

Key Result Areas

Documentation Support

Ensure a high level of accuracy and attention to detail in the drafting of applications for submission to DIAC and other authorities

Preparation and review of all documents by following required lodgement checklists on behalf of employers and clients

Maintain the Acacia database systems with integrity and efficiency

Adhere to Acacia policies and procedures in dealing with visa applications

Research and Professional Development

To take a keen interest in developing knowledge of the industry, specifically constantly conducting research on law and policy surrounding Australian Immigration

Customer Service

Support the team, particularly Administration and Marketing Support in answering the phones, being the first point of contact and managing client bookings.

Experience and Qualifications Required

  • Proven attention to detail.
  • Experience in a similar administration support role supporting a Manager or Senior
  • Strong written and verbal communication skills.
  • Experience in database management or CRM systems
  • Ability to both follow and improve internal processes.
  • Able to multi-task, handle interruptions and prioritise.
  • Proven capability to learn new subject matter of technical nature, and able to self teach
  • Have strong time management and able to work under pressure in a high paced environment
  • IT savvy - good Microsoft Word, Excel and Adobe skills essential.

Desirable Experience and Qualifications

  • Experience in a similar administration support role within the industry, working in a professional practice firm, supporting a Manager or Senior
  • Keen interest and willingness to develop a career in the Immigration Industry
  • Experience in drafting applications using database systems
  • Tertiary Qualifications preferred

Acacia Immigration Australia Pty Ltd

PO Box 1197, QueenVictoria Building, NSW, Australia, 1230

Tel: 61-2-9230-0888 – Fax: 61-2-9230-0788 – ACN: 088 999 142