Helpline Adviser

About Migrant Help:
Migrant Help is a leading charity that has been established for over 50 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 andenables them to reach their full potential.

We are currently looking for Helpline Advisers to join our team on a Fixed-Term contract. There will be a potential for the role to be made permanent or extended.

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:

- Flexibility and work life balance
- Enhanced family friendly provisions
- Additional holiday entitlements
- Perkbox benefits
- Non-contributory pension scheme.

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The Role:

- To provide advice, guidance and support to those seeking asylum in the UK via the telephone helpline service.
- To meet internal standards on performance and call handling as set by the Head of Advice Line
- To meet all regulatory standards in line with Migrant Help and OISC best practice.
- Liaise with other departments to ensure that customer and client service standards are met.

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Duties and Responsibilities:

- Work as part of the Eligibility, Advice and Guidance Line Team to ensure compliance with all applicable regulatory requirements, policies and procedures to provide the correct advice and guidance to all who contact the helpline.
- Handle calls effectively working in a timely way to ensure that clients are supported appropriately whilst ensuring that the helpline operates successfully.
- Work with interpreters as required.
- Undertake casework which may include complex or safeguarding cases as required to assist with providing that timely service.
- Ensure that a professional and courteous service is provided to all clients, both internal and external.
- Keep full accurate 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.
- Attend and participate in team briefs and meetings, participate in training and appraisal processes as required
- Adhere to Data Protection regulations and GDPR

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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 the applicant must:

- Be able to provide documents to show their right to work in the UK ie valid passport or other right to work documents such as work visa, settled status document, certificate of registration, naturalization as a British citizen, Biometric Residence Permitetc.
- Be able to provide continuous UK address history for the previous 5 years.
- Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment.