Contract: 9 month fixed term (with potential to be extended or made permanent)
Salary: £24,603 - Increasing to £27,700 following successful completion of a 6 months probation period
Closing Date: 31 January 2025
The role
Part of the Eligibility Advice and Guidance Line (EAGL) team, the Helpline Adviser is a rewarding role which supports individuals and families that are seeking asylum in the UK. You will play an integral part in the charity’s work with the Home Office; providing advice, guidance, and support via the telephone and webchat helpline services. This service operates in a fast-paced setting, dealing with varied queries about asylum support effectively and efficiently. You will be assisting with complex safeguarding cases from our most vulnerable clients who have experienced displacement, exploitation, and significant trauma, raising concerns with the relevant authorities.
If you are an excellent communicator with the ability to meet targets in a pressured environment, and are looking for an exciting role within a charity that is making a difference, we’d love to hear from you!
Role responsibilities
* Efficiently and empathetically handle inbound calls from our clients, working as part of the helpline team in an ever-changing, fast-paced setting, dealing with varied queries about asylum support, compliance with all applicable and regulatory requirements, policies, and procedures to provide the correct advice and guidance ensuring resolution at first point of contact.
* Work closely with colleagues and other departments within Migrant Help to ensure applications for support are dealt with accurately and swiftly.
* Support clients following complex safeguarding disclosures, raising any concerns with the relevant departments and authorities adhering to set procedures.
* Provide an exemplary professional service through active listening, verbal, and written communication to both external and internal clients.
* Work collaboratively as part of a team to achieve organisational targets and KPIs.
* Attend regular coaching/mentoring sessions, 1-2-1’s, team meetings, training, and appraisals.
* Keep full, concise, 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.
The experience and skills you need
* Proven experience providing exemplary customer service skills/background with a minimum of 1 year's employment history.
* Demonstrable experience of working in a pressured environment and meeting deadlines, targets, and KPIs.
* The capability to multitask using multiple systems at once whilst communicating verbally.
* High attention to detail and working systematically, particularly in accurate record keeping and timely records.
* High level of motivation, resilience, and emotional intelligence.
Migrant Help is committed to safeguarding those we provide a service to; applicants will have to undergo strict vetting procedures throughout different stages of the recruitment process therefore:
* This post is subject to a Disclosure and Barring Service (DBS) check therefore applicants must:
* Be able to provide documents to show their right to work in the UK (such as Passport, work visa, settled status document, certificate of registration, naturalisation as a British citizen, Biometric Residence Permit, etc.).
* Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment.
About Migrant Help
Migrant Help is a leading charity that has been established for over 60 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.
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.
We place a high value on employees in relation to the work that they do and the benefits the organisation offers, with an ethos of being a Great Place to Work.
These are some of the benefits we offer
* Our working week is 35 hours per week offering flexibility and work-life balance.
* Enhanced family-friendly provisions.
* Employees will gain an extra day annual leave per year to a maximum of 39 days, including bank holidays (pro-rata).
* Option to buy or sell up to 5 days of annual leave.
* Access to Perkbox, an employee rewards and benefits platform with over 9,000 deals and discounts, a range of free perks, employee wellbeing support, and other additional employee benefits and recognitions.
* Migrant Help offers employees a non-contributory pension scheme; Migrant Help pays 8% worth of employee salary into the pension scheme.
How to apply
To apply for this role, please click on the 'use this link to apply' button and complete the online application form attaching a copy of your CV and cover letter.
Selection Criteria
Your application will be assessed against the job description and person specification, which can be found via the above link, we therefore recommend you review both before you apply.
We encourage applications from disabled people by offering them an interview if they meet the minimum criteria for the job.
Please note this vacancy may close early depending on applications received.
Please be aware that during the festive period (23 December - 3 January) we will not be conducting interviews; if you apply around this time and you are shortlisted for an interview, this will take place in the new year.
As part of your role, it is important you operate within Migrant Help’s values: Protection, Diversity, Equality, Partnership, Innovation, and Excellence.
Migrant Help is proud to be an equal opportunities employer.
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