Main purpose of job:

To support the efficient operations of the visa section and performing a range of administrative duties across various digital platforms. The ECA is required to demonstrate flexibility by moving between departments as operational needs arise across the following sections:

Roles and responsibilities:

The Data Processing Unit is responsible for a variety of support functions, which assist the wider visa section in the efficient processing of visa applications. This includes data entry, general administrative support, and assisting with the allocation of work. Streaming is the routing of work based on the wider operation and is critical to the efficiency of the operation. It is imperative the post holder sends the information to the correct place. A standard Operating Mandate is in place which the post holder will be required to follow when undertaking the activities described below.

Typical tasks include:

• Accurately entering data, including the amendment of biographical data as necessary.
• Linking and streaming applications according to risk data.  The post holder will base decisions on a range of factors including workflow, location, age etc. 
• The post holder will make decisions on what information they input into the system.  They are also responsible for error identification and correction.
• Contacting applicants when additional evidence is needed in order to complete processing
• Assisting the management team and the wider Decision-Making Centre as required
• Monitoring and reporting the operational position
• Complete administrative duties within the Special Handling Unit including facilitation of special applications and addressing queries/complaints.
  The Enrichment Team completes checks on applications and helps Entry Clearance Officers to make more informed visa decisions.

Typical tasks include:

• Undertaking document verification checks.
• Analysing and classifying which documents and external sources are most suitable to enrich, and categorising their genuineness to ensure the most effective outcome is reached.
• Carrying out telephone enquiries
• Performing interpretation during visa interviews as necessary.
• Performing other enrichment activity to support decision makers.

The Special Handling Unit including carries out administrative duties such as the facilitation of special applications and the addressing of queries and complaints, whilst keeping accurate records of all pending applications handled within the team. 

Typical tasks include:

• Handling live complex cases, special cases and post decision enquiries
• Liaising with internal and external stake holders and maintaining stakeholder relationships
• Providing world class customer service in line with the UKVI strategy
• Correspondence managing incoming calls, mail and monitoring inboxes as directed, maintaining spreadsheet logs relevant to the enquiry/dept.
• Customer facing – working on front counter (enrolling biometrics for cross border applicants, SPVs, diplomatic and official’s passport holders, attending to Front counter enquiries and dispatching F/C applications). Front counter ECA to also attend to compassionate cases that require fast tracking due to their sensitive nature, handling 30 day returns and refunds.
• Ensuring that all service level agreement times are being met on all duties performed
• Submitting daily stats and ensuring that benchmarks and objectives set are met
• Taking responsibility for one’s own development
• Requesting all pending additional documents (passports, consent letters, birth certificates, note verbal’s etc.) from applicants.

• Educated to Matric level or equivalent 
• Will take responsibility for the quality of their own work and work well in a team 
• Strong customer focus with good attention to detail
• Evidence of working effectively against demanding targets.
• Previous experience of using Microsoft applications (Windows operating system, Office applications).