Job Title: Escalations Adviser
Location: Dover (Hybrid)
Salary: £23,210 increasing to £26,132 after successfully completing probation.
Job type: Full time, Permanent. Monday – Friday. Multiple roles available.
About us:
Migrant Help is a leading charity that has been established for over 50 years and delivers a range of support and advice services to migrants across the UK. Our vision is for a global society that protects vulnerable migrants, treats them with respect and enables them to reach their full potential.
About you:
The successful candidate will be highly organised and proactive, have experience and understanding of working with external agencies, and be passionate about protecting our vulnerable clients.
If you are an effective relationship builder, able to work accurately and systematically, demonstrating attention to detail and are looking for an exciting role within an ever-growing, fast paced team, we’d love to hear from you!
The Role:
We are currently looking for two Escalation Advisers to join our vibrant and committed Migrant Help team, on a Permanent Contract.
You will work as part of a vibrant and committed team which is expanding in number, to continue the excellent work it does in supporting individuals and families who are seeking asylum in the UK. We play an integral part in the Charities work with the Home Office, providing advice, guidance, and support. The work is extremely rewarding, by empowering people in real need, sharing information and providing them with the tools to support them through the asylum process.
Duties and responsibilities:
- Work as part of the AIRE team to ensure compliance with all applicable regulatory requirements, policies, and procedures to provide the correct advice and guidance to all who contact us through whichever channel you are supporting them through
- Handle inbound emails effectively from strategic partners and third parties, providing advice and guidance, making contact via phone where required and dealing with varies queries about asylum support.
- Quality assure and submit applications / correspondence through ELLIS
- Assisting with clients from multi-cultural backgrounds, using interpreters to aid with the language barrier
- To assist with complex safeguarding cases raising any concerns with the relevant authorities
- Working closely with the Home Office and Housing Providers; which involves assisting with applications for support, change of circumstances, issue reporting and general immigration enquiries
- Maintain appropriate professional boundaries with clients and third parties and use support structures in place along with personal resilience to manage impact of challenging and complex casework
- Ensure that a professional and courteous service is provided to all, both internal and external
- Keep full accurate and up-to-date records and complete case follow up within the requisite time scales and undertake any necessary administrative tasks in relation to the work
- Attend and participate in team briefs and meetings, participate in training and appraisal processes as required
- Adhere to Data Protection regulations and GDPR
Experience and skills:
- Excellent computer skills including Word, Excel and databases
- Good clear written and oral communication skills in English
- Experience of working in a pressured environment and meeting targets
- Ability to remain calm under pressure
- Able to effectively communicate in a multilingual environment
Benefits:
- Flexibility and work life balance
- Enhanced family friendly provisions
- Additional holiday entitlements
- Perkbox benefits
- Non-contributory pension scheme
Please click on the APPLY button to complete the application form for this role.
Candidates with the relevant experience or job titles of: Escalation Specialist, Customer Relations Specialist, Customer Advocate, Complaints Resolution Officer, Client Services Manager, Customer Experience Coordinator, Resolution Specialist, Customer Support Escalations Analyst, Customer Care Supervisor, Helpline Adviser, Helpline Coordinator, Client Escalations Manager, Customer Service Team Lead, Service Recovery Specialist, Client Satisfaction Officer, Customer Relations Manager and Support Escalations Coordinator may also be considered for this role.
