The Role

• We are looking for dynamic Case Managers based in Nairobi, Kenya to join our case management team dedicated to providing exceptional customer service to customers across the Middle East.
• Toll is excited and proud to work on behalf of the Australian Department of Home Affairs to deliver services in support of Refugees and Humanitarian visa applicants associated with medical assessment and subsequent travel to Australia. We are looking for Case Managers who will act as the central point of contact and co-ordination for assigned customers. You will ensure effective support, advice, information, and assistance tailored to their specific needs is delivered from case activation until arrival in Australia.

As a Case Manager, you will:

• Lead on end-to-end case management of your assigned cases in line with the Assisted Passage Program. A big part of your role will focus on the case management of applicable services on behalf of Home Affairs ensuring customers receive the support required as they prepare for travel to Australia.
• Work in close collaboration with your onshore case management peers to ensure travel to Australia can be booked in line with policy.
• Have a strong awareness of the local and regional environment and customer demographic.
• Be responsible for activation and coordination of all application 3rd Party suppliers and vendors who provide Medical, Accommodation and Transit Services to customers. This includes the management and resolution of service blockages, service risks or failures.
• Partner with associated agencies (incl UNHCR, ICRC, IOM, UNICEF, MSF) and government agencies in Jordan and the region to ensure customers receive support tailored to their needs or circumstances.

We welcome candidates who are passionate about people and wants to partner with us on a transformative journey to leave a lasting impact on a global scale. This role presents a tremendous opportunity to make a difference. You will have scope to take initiative and identify and recommend innovations to improve work practices, equipment, and systems. You will have a voice in determining how to enhance service offerings to customer resulting in growth. You will be working for an organisation committed to putting people first. We celebrate diversity and are committed to our customers.

Qualifications

To be successful in this role you will likely have:

• Proven experience in case management within a multicultural context in a medium to large organisation that deliver comparable services.
• Customer service experience preferably in an administrative environment with a focus on service delivery and service recovery.
• Excellent nuanced communication skills with fluency in Kiswahili and English (written and oral).
• Strong awareness of the local and regional environment and customer demographic with a desire to facilitate communication and understanding.
• Ability to delivery operational excellence and exercise critical judgement in different situations and changing environments.
• Meet our Child Safeguarding criteria.