Join to apply for the Helpline Adviser role at Migrant Help
Full time, 9 month fixed‑term contract (potentially extended or made permanent) with a competitive salary of £25,710, increasing to £28,670 following successful completion of a 6‑month probation period. The role is hybrid.
About Us
Migrant Help is a leading charity established for over 60 years, delivering 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.
About The Role
Part of the Eligibility Advice and Guidance Line (EAGL) team, the Helpline Adviser supports individuals and families seeking asylum in the UK. You will provide advice, guidance and support via telephone and webchat helpline services, operating in a fast‑paced setting and dealing with varied asylum queries efficiently. You will assist with complex safeguarding cases for our most vulnerable clients, raising concerns with relevant authorities.
Key Responsibilities Of Our Helpline Adviser
* Efficiently and empathetically handle inbound calls from clients, ensuring compliance with regulatory requirements, policies and procedures while resolving issues at first point of contact.
* Work closely with colleagues and other departments to ensure support applications are dealt with accurately and swiftly.
* Support clients following complex safeguarding disclosures and raise concerns with the relevant departments and authorities in line with set procedures.
* Provide an exemplary professional service through active listening, verbal and written communication to external and internal clients.
* Collaborate as part of a team to achieve organisational targets and KPIs.
* Attend regular coaching, mentoring sessions, one‑to‑one meetings, team meetings, training and appraisals.
* Keep full, concise, and up‑to‑date records, completing case follow‑up within the requisite time scales and undertaking any necessary administrative tasks.
Skills and Experience We Are Looking For
* Proven experience providing exemplary customer service skills/background.
* Demonstrable experience working in a pressured environment and meeting deadlines, targets and KPIs.
* Capability to multitask using multiple systems at once while communicating verbally and adapting to new systems.
* High attention to detail and systematic record keeping.
* High level of motivation, resilience and emotional intelligence.
Disclosure and Barring Service Check
Applicants will undergo strict vetting procedures throughout the recruitment process.
* Be able to provide documents proving right to work in the UK (passport, work visa, settled status, naturalisation certificate, biometric residence permit, etc.).
* Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment.
Benefits We Offer
* Working week of 35 hours per week with flexibility and work‑life balance.
* Enhanced family‑friendly provisions.
* An extra day of annual leave per year, up to 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, free perks, and wellbeing support.
* Wellbeing support services.
* Non‑contributory pension scheme: Migrant Help pays 8% of employee salary into the pension scheme.
If you are interested in becoming our new Helpline Adviser, please click 'APPLY' today.
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