Senior Client Advisor

Job title: Senior Client Advisor

Location: Dover

Salary: £31,826 – £33,281 per year.

Job type: Fixed Term Contract until September 2023 – potential to be made permanent. Hybrid working.

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 innovative and an excellent communicator, have demonstratable experience of managing a complex caseload with empathy and resilience, and be passionate about protecting our vulnerable clients. If you are organised and approachable, thrive under pressure and are looking for an exciting role within a charity that is making a difference, we’d love to hear from you!

The Role:

We are currently looking for a Senior Client Adviser to join our compassionate and dedicated Refugee Resettlement team, on a Fixed Term Contract. There will be a potential for the role to be made permanent or be extended.

The post holder will work as part of the Migrant Help Refugee Resettlement Service team as a Senior Adviser. The Senior Adviser will provide line management and operational oversight of Refugee Resettlement Advisers and to provide a professional, high-quality support service to resettled refugee families and individuals. This role is fast paced and dynamic, so there will be a need to will re-prioritise work as necessary to meet the changing local business needs. The post-holder will work consistently to ensure the continuous development of the service, ensuring that all advisory processes and procedures are efficient, professional and consistent at all times.

Duties and responsibilities:

• Responsible for day-to-day operational oversight of the regional Resettlement Team under the overall management of the Regional Manager
• Provide high quality advice and support services to refugees in line with contractual and organisational requirements and guidance
• Support Regional Manager with administrative requirements for the contracts and services, including responding to complaints, conducting individual/local/service level risk assessments and attending contract/stakeholder/sector meetings, ensuring Migrant Help policies and operating procedures are followedat all times
• First line of escalation for Refugee Resettlement Advisers on day-to-day operational matters and case working advice and guidance on complex cases, including Incident management and point of initial escalation for safeguarding issues or concerns
• Manage recruitment and induction/training of new staff, and oversee continual development training requirements and completion of mandatory/refresher training for all staff within required timescales
• Line management and performance management of staff team, including completion of annual Supervision and Appraisal (SAA) processes in line with organisational guidance and timescales, ensuring all staff development requirements are met within agreed timescales
• Work collaboratively with the Regional Manager and other senior advisors to manage service capacity, including but not limited to; staff schedules, rotas, case allocations and workload allocation and delegating work appropriately, ensuring effective delivery of service and in line with contractual requirements
• Recording, collation and provision of contract finance and performance reporting as per contract/organisation deadlines, including but not limited to; invoicing, information security, safeguarding, client information, capacity monitoring, KPIs, quality management
• Assist Regional Manager with quality management of the service, including but not limited to; case audit reviews, client feedback, internal and external audit activity e.g. Advice Quality Standards, ISO etc. as well as in line with any contract or Migrant Help requirements and quality frameworks
• Develop and maintain effective working relationships with commissioner, statutory agencies, police, relevant local authorities, partner agencies/stakeholders in the region
• Keep up to date with best practice in the sector and any new legislation which may impact service users; disseminate as appropriate within the Resettlement Serviceand provide guidance on immigration related matters within the scope of the relevant Office of the Immigration Services Commissioner (OISC) accreditation level

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, attaching a copy of your CV and cover letter.

Candidates with the experience or relevant job titles of; Senior Client Advisor, Client Advisor, Senior Advisor, Enquiries Advisor, Enquiries Executive, Client Team Enquiries, Customer Services Executive, Client Service, Customer Service Executive, Customer Services, Customer Assistant, Customer Aid, Customer Service Consultant, Customer Service Representative, Customer Advisor, Customer Support, Customer Service Advisor, Customer Services Officer will also be considered for this role.