Job Title: Helpline Advisor
Location: Dover
Salary: £21,500 per year. Increasing to £24,400 after successfully completing probation.
Job type: 35 hours per week. 9 Months Fixed-term (potential extension).
The Company:
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.
The Candidate:
At Migrant Help, we foster a culture in which equality, diversity and inclusion are recognised, valued and encouraged. It doesn’t matter who you are or where you come from, we match your skills with the needs of our organisation. As long as you share our values, vision and goals. We welcome applications from candidates regardless of their age, religion or belief, race, gender reassignment, disability, sexual orientation, sex, marriage or civil partnership, pregnancy and maternity.
The Role:
You will work as part of a vibrant and committed telephone Helpline 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.
The Helpline plays an integral part in the Charities work with the Home Office, providing advice, guidance, and support via the telephone helpline service. 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.
We work in a supportive environment, providing team members with in-depth training on regulatory standards and Migrant Help procedures as well as committing to the Office of the Immigration Services Commissioner (OISC) good practice.
Duties and responsibilities:
- Work as part of the Helpline team to ensure compliance with all applicable regulatory requirements, policies, and procedures to provide the correct advice and guidance to all who contact the Helpline
- Handle inbound calls effectively from our clients, in a fast-paced setting, dealing with varies queries about asylum support
- 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 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 clients, 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
Skills required:
- Experience of working in a pressured environment and meeting targets
- Excellent computer skills including Word, Excel and databases; particularly in making and keeping accurate and timely records
- Good clear written and oral communication skills in English
- Have high attention to detail and ability to problem solve
- Excellent organisational skills with the ability to work under pressure, both individually and in a team
- Effective communication skills, particularly in a multi-cultural 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: Helpline Advisor, Customer Service Advisor, Call Handler, Telephone handler, Customer Service, Admin, Administrator, Complaints Handler, Complaints Officer, Customer Service Representative, Customer Support, Customer Service Executive, Customer Service Consultant, Customer Aid, Customer Support Advisor, Customer Services Officer, Client Services Support, Client Support Agent and Customer Services Administrator will also be considered for this role.
