Customer Experience jobs in United Kingdom

🚀 About Borderless

We believe in a world where borders are no longer barriers. Since launching in 2023, we’ve helped 400+ UK businesses and thousands of individuals across healthcare, construction, finance, and more. Our digital platform streamlines the UK sponsorship process using automation and expert support.

Backed by Entrepreneur First and Backed.VC, we’re scaling fast.

🎯 Role: Immigration Team Lead

As Immigration Team Lead, you’ll be responsible for managing and scaling our Immigration function end-to-end. You’ll lead a team of 10 immigration professionals, ensuring we deliver consistently excellent, compliant, and efficient outcomes across Sponsor License applications, Certificate of Sponsorship requests and visa applications.

This is a hands‑on leadership role where you’ll blend people management with operational ownership and quality oversight. You’ll work closely with Business Operations, Customer Success, Customer Support, and Product to consistently hit SLAs and approval‑rate targets, continuously improve workflows, and deliver an excellent customer experience.

This role reports to the Director of Operations.

🛠️ What You’ll Be Doing

• Lead, coach, and develop the Immigration team, building a high‑performance, high‑accountability culture
• Set clear goals, expectations, and career development plans for team members
• Run team rituals (standups, case reviews, QA sessions, retros) and manage performance through regular 1:1s and feedback
• Own hiring, onboarding, training, and capability‑building as the team scales

• Own casework delivery standards across the team: accuracy, completeness, and timeliness of submissions
• Implement and maintain QA processes (peer review, checklists, audits, root‑cause analysis)
• Track and improve key metrics such as:
• SLA adherence
• Approvals vs. rejections
• Immigration Support CSAT
• Act as an escalation point for complex, urgent, or high‑risk cases and customer issues

• Manage resourcing across workstreams (allocation, prioritisation, workload balancing)
• Identify bottlenecks and drive practical improvements to workflows and tooling
• Maintain accurate case tracking and reporting via internal systems
• Ensure SOPs, templates, playbooks, and training materials stay current and usable

• Partner with Customer Success, Business Operations, Customer Support, and Product to keep customer journeys seamless and compliant
• Work with Product/Engineering to improve automation and reduce manual casework burden
• Build feedback loops from casework into platform improvements, policy updates, and customer communications

✅ You Should Apply If

• 8+ years’ experience as an Immigration Advisor, ideally working with Skilled Worker visas
• 4+ years’ experience managing teams of advisors, lawyers or paralegals in the Immigration sector
• Qualified L1 IAA (or equivalent) as a minimum
• Experience working in fast‑paced startup environments
• Strong operational skills: metrics tracking, workflow design, capacity planning
• Comfort with modern tooling and systems (case management platforms, Intercom‑style comms, G‑Suite/Sheets)
• You have strong attention to detail and can lead others to maintain consistently high standards
• You can prioritise competing demands without sacrificing quality
• You communicate complex topics clearly—especially during escalations
• You spot inefficiencies and turn them into better processes, not just observations

🧪 Interview Process

• 30 min screening call with Talent
• 45 min interview with Director of Operations
• 45 min interview with Senior Immigration Advisor
• Final interview with the Senior Leadership Team

💯 Benefits

🏢 3 days in office, 2 days remote

🌮 Monthly company in‑office lunches

🕺 Monthly company team events

✈ Annual offsite (our last one was in Palma!)

Holidays & Remote Work

✈ 25 days holiday each year + 3 days between 25th December and 31st January plus bank holidays

💻 1 week work from anywhere policy

Growth & Development

📚 £500 annual Learning & Development budget

📈 6 month performance reviews and promotion opportunities

Equipment & Other Perks

🖥️ Laptop, peripherals — whatever you need to work effectively

🚲 Cycle To Work scheme

💰 Employer contributions via Smart Pension

💬 Access to Spill (mental health support)

👟 Gym in Shoreditch Exchange

☕️ Onsite Barista