Migrant Help are hosting an exciting and unique opportunity to recruit a Helpline Adviser. You will join is on a full time, 9 month fixed term contract and in return you will receive a competitive salary of £24,603 - Increasing to £27,700 following successful completion of a 6 months probation period. This role is hybrid.
About us:
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.
About 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 charities’ 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 and are experiencing displacement, exploitation and significant trauma, raising concerns with the relevant authorities.
Key responsibilities of our Helpline Adviser:
* 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 KPI’s
* 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
Skills and experience we are looking for in our Helpline Adviser:
* 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 KPI’s
* 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
What else to expect:
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
Closing Date: 28th February 2025
If you are interested in becoming our new Helpline Adviser, please click 'APPLY' today. We look forward to hearing from you!
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