Job Title: Senior Client Adviser
Location: Glasgow
Salary: £32,463 per year increasing to £33,946 after successfully completing probation
Job type: Full-time, permanent.
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:
The successful candidate will be an excellent communicator, have strong IT and analytical skills and be passionate about protecting our vulnerable clients.
If you are empathetic, honest and resilient, have demonstrable experience of working under pressure and within deadlines and are looking for an exciting role that makes a difference, we’d love to hear from you!
The Role:
We are currently looking for a Senior Client Adviser to join our vibrant and committed Migrant Help team, on a Permanent Contract. You will work as part of our Asylum Services team and provide a professional service which includes the provision of advice and guidance in addition to aiding with the completion of support applications.
The postholder will oversee the advice and guidance provisions givento eligible Asylum Seekers. The successful candidate will be responsible for line management of Client Advisers, including completing supervisions, one to one meetingsand appraisals. As the role is varied and multi- functional in nature, there is a requirement that the post holder will need to assess the changing business needs and re-prioritise work as required.
Duties and responsibilities:
- Support Regional Operations Manager with administrative requirements for the contracts and services i.e. daily management reports, KPI data checks, managing regional appointments to ensure efficient service delivery; and Quality Management of the service.
- Attendance at sub-contract/stakeholder/safeguarding meetings as required, ensuring Migrant Help policies, and operating procedures are followed at all times.
- Responsible for day-to-day operational oversight of the Client Adviser team under the overall management of the Regional Manager, including monitoring inboxes and respond or allocate requests received, planning for staff workloads, absence monitoring and ensuring assigned rota duties are carried out as planned.
- Conduct line management of client advisers, including recruitment and inductions of new staff, employee development, appraisal and supervision, performance monitoring, absence monitoring, disciplinary and conflict resolution.
- Provide an Advice and Guidance service to Asylum Seekers and Failed Asylum Seekers, including assessing eligibility criteria and completing Asylum Support Application Forms (ASFs), notifying the Authority on changes of circumstances, immigration related matters within the scope of OISC regulations, Voluntary Assisted Returns and signposting to other organisations.
- First line of escalation for Client Advisers on complex cases, including unplanned and complex cases, ensuring Initial Accommodation requests, Requests for Further Information and Evictions are dealt with in a timely manner, and initial escalation for safeguarding issues or concerns.
- Contact dispersal accommodation providers and other relevant agencies, providing letters as appropriate, to ensure vulnerable clients are appropriately supported in their dispersal area.
- Act as a contact with the Home Office, Social Services, Healthcare Professionals, AASC provider and other relevant agencies for applicants with additional support needs.
- Facilitate team meetings including daily briefings to ensure that team members are up to date on matters that effect the delivery of service, such as policy and legislation changes.
Experience and Skills:
- Experience of working, communicating and engaging with others in a multi-cultural environment.
- Demonstrable competence in a people management role, at supervisory level
- Proven ability to prioritise and work on your own initiative whilst respecting boundaries
- Ability to work effectively in partnership and gains confidence of stakeholders and colleagues
- Ability to plan, review, work and deal with deadlines and conflicting priorities
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 experience of: Senior Advisor, Customer Services, Supervisor, Client Service, Customer Service Executive, Customer Assistant, Customer Service Representative, Advisor, may also be considered for this role.
