Migrant Help have an exciting opportunity to recruit a Helpline Adviser to join our team!
Location: Dover (Hybrid)
Contract: 9 month fixed term (with potential to be extended or made permanent)
Hours: Full time, shift working between the hours of 8am and 8pm
?Salary: £25,710 Increasing to £28,670 following successful completion of a 6 months probation period
About us:
Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to people affected by displacement and exploitation across the UK. Our vision is for a global society that protects vulnerable people, treats them with respect and enables them to reach their full potential.
The Helpline Adviser 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.??
If you demonstrable experience working within a call-center or customer service setting with the ability to meet targets in pressured environment, and are looking for an exciting role within a charity that is making a difference, we'd love to hear from you!
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
The experience and skills you need to become our Helpline Adviser:
Proven experience providing exemplary customer service skills/background
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, with the ability to adapt to new systems.
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
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.
Wellbeing support.
Migrant Help offers employees a non-contributory pension scheme Migrant Help pays 8% worth of employee salary into the pension scheme.
Closing Date: 12 January 2026
Please note: During the festive period we continue to welcome applications, but response times may be longer than usual.
If you are interested in becoming our new Helpline Adviser, please click 'APPLY' today. We look forward to hearing from you!
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
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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