About the role
Department: Client Services
Reports to: Client Services Operations Manager
Location: Hybrid (London/Remote)
Role Type: Full-time, Permanent
Role Purpose
The Immigration Analyst/ Client Services Executive delivers high-quality immigration and global expansion support, helping clients navigate international mobility with confidence. The role owns client matters from instruction through completion, combining technical expertise with commercial awareness, proactive communication and the effective use of technology. Working closely with Centuro's global partner network, Product and Account Management teams, the role ensures clients receive a seamless, compliant and value-driven experience while contributing to continuous improvement and the evolution of Centuro's technology-enabled service model.
Core Responsibilities
- Manage end-to-end global immigration casework across multiple jurisdictions.
- Provide practical, commercially focused advice throughout the client journey.
- Build trusted relationships through proactive communication and expectation management.
- Coordinate Centuro's global legal and professional partner network to deliver consistent service quality.
- Support wider global expansion enquiries, including employment, entity formation and compliance, referring specialist matters where appropriate.
- Identify opportunities to improve client outcomes through technology, automation and process improvements.
- Capture client feedback and operational insight to support Product enhancements and service innovation.
- Maintain accurate documentation, billing, compliance records and case management data.
- Collaborate with Account Management to support customer retention, adoption and long-term value.
- Contribute to knowledge sharing, standardisation and continuous improvement across the Client Services function.
Key Performance Indicators
- Client Satisfaction (CSAT)
- SLA Achievement
- Case Quality & Accuracy
- Case Cycle Time
- Client Retention Support
- Billing Accuracy
- Partner Performance
- Process Improvement Contributions
Skills & Behaviours
- Customer Centricity
- Commercial Awareness
- Communication & Influencing
- Critical Thinking
- Attention to Detail
- Adaptability
- Collaboration
- Continuous Improvement
Essential Experience
- Minimum five years' experience in global immigration, global mobility or international expansion.
- Experience managing complex client portfolios and end-to-end casework.
- Excellent stakeholder management and communication skills.
- Experience using case management and CRM platforms.
- Strong research, analytical and problem-solving capability.
- Ability to work autonomously within a fast-paced, technology-enabled environment.
Preferred Experience
- Knowledge of employment law, entity formation or wider global expansion services.
- Experience working with international partner networks.
- Experience within a SaaS, technology or high-growth business.
- Exposure to process improvement, AI or workflow automation.
What Success Looks Like
- Clients consistently rate the service as knowledgeable, responsive and commercially valuable.
- Cases are delivered accurately, compliantly and within agreed SLAs.
- Strong collaboration across Client Services, Product and Account Management.
- Meaningful contributions to service innovation and operational efficiency.
- Trusted relationships established with clients and global partners.
- Continuous development of technical knowledge and best practice.