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Client Adviser

2 months ago

Cardiff, United Kingdom Migrant Help Remote Work Freelance Full time

Migrant Help are hosting an exciting and unique opportunity to recruit a Client Adviser in Cardiff. You will be joining us on a full time, 12 month fixed term and in return you will receive a competitive salary of £28,639 to £32,612 per annum. 

About us: 

Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to migrants across the UK. Our vision is for a global society that protects migrants, treats them with respect and enables them to reach their full potential. 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.

The Client Adviser role:

The scope of this role is to work as part of the Migrant Help Asylum Services team, part of the Advice, Issue Reporting and Eligibility (AIRE) contract. To contribute to the overall success of the organisation in accordance with Migrant Help’s visions, values, and objectives. The successful individual will support our national Asylum Service to support vulnerable asylum seekers across the UK through telephone and face to face advice. This is a busy and high paced working environment with regular changes to needs and priorities, by working with the Regional Assistant Manager and re-prioritising your work, you will be rewarded by seeing how your efforts positively impact our clients.

Key responsibilities of our Client Adviser:

  • Work as part of the national team, provide support to asylum seekers within all accommodation types across the UK
  • Support Asylum Seekers to complete applications when required, ensuring forms are completed accurately, with the correct level of detail and within required KPIs and timescales
  • Provide detailed induction briefings to new arrivals in Initial Accommodation, provide them with advice and guidance around the asylum process, asylum support and their obligations
  • Work as part of the regional team to ensure compliance with all applicable regulatory requirements, Health and Safety standards, policies, and procedures, provide the correct advice and guidance to all who require our support
  • Ensure that all applicants are aware of eligibility criteria and their obligations to provide supporting evidence within the required timescales
  • Assist clients to notify the authority of prescribed change of circumstances
  • Undertake casework which may include complex or safeguarding cases as required, liaising with the Home Office, Social Services, Healthcare Professionals, and other relevant agencies for applicants with additional support needs
  • Keep full, accurate and up-to-date case records, complete case follow up within the requisite time scales and undertake any necessary administrative tasks
  • Work within the specification of the contract with the Home Office, and on immigration related matters within the scope of the relevant OISC (Office of the Immigration Services Commissioner) accreditation level and service
  • Handle both inbound and outbound calls effectively, working in a timely way to ensure that clients are supported appropriately whilst ensuring that we can support as many people in need as possible
  • Provide outreach and face to face support for clients and those with additional support needs, by appointment, at designated locations, as required

Skills and experience we are looking for in our Client Adviser:

  • Provided a service to clients over the phone whose first language is not always English
  • Provided advice an information within an organization and working with people in sensitive and emotionally demanding situations
  • Proven experience of delivering complex information to clients with and without interpreters
  • Ability to work under pressure and to meet deadlines.
  • Operational experience working to challenging performance KPI's
  • Ability to work empathetically with people facing transition and uncertainty.
  • Ability to learn quickly and adapt to change

What else to expect:

  • The post holder may be required to travel to accommodation locations, Initial Accommodation, and contingency accommodation sites on an ad-hoc basis. Also attend other Migrant Helps offices to offer support where required.
  • Usual pattern will be hours within 8.30 and 5.30 however on occasion (with prior notice), there may be a requirement for the post holder to be flexible to work between the hours of 8am and 8pm to support operational needs.
  • This post is subject to an Enhanced Disclosure and Barring Service (DBS) and Counter Terrorist Check (CTC)

Closing Date: 6 September 2024

If you are interested in becoming our new Client Adviser, please click 'APPLY' today. We look forward to hearing from you