Helpline Adviser

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

Closing Date:
12 December 2025

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.

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

Role responsibilities

• 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

• 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

For full person specification please see the job description

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

About Migrant Help

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.

We place a high value on employees in relation to the work that they do and the benefits the organisation offers, with an ethos of being a Great Place to Work.

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.

How to apply

To apply for this role, please click on the 'use this link to apply' button and complete the online application form attaching a copy of your CV and cover letter.

Selection Criteria

Your application will be assessed against the job description and person specification, which can be found via the above link, we therefore recommend you review both before you apply.

We encourage applications from disabled people by offering them an interview if they meet the minimum criteria for the job