Client Support Specialist

2 days ago

Cardiff, Cardiff, United Kingdom Migrant Help Full time

About Migrant Help

Migrant Help is a leading charity that 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.

Our Mission

We foster a culture in which equality, diversity, and inclusion are recognised, valued, and encouraged. We match the skills of our team members with the needs of our organisation, as long as they share our values, vision, and goals.

The Role

We are seeking a Client Support Specialist to work as part of our Asylum Services team. The successful candidate will support our national Asylum Service to provide support to vulnerable asylum seekers across the UK through telephone and face-to-face advice.

Key Responsibilities

  • Work as part of the national team to 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.

Requirements

  • Provided a service to clients over the phone whose first language is not always English.
  • Provided advice and information within an organisation 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 KPIs.
  • Ability to work empathetically with people facing transition and uncertainty.
  • Ability to learn quickly and adapt to change.

What 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 Help 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).

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