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Helpline Adviser

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Migrant Help

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Location:
United Kingdom , Dover

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

26739.00 - 29602.00 GBP / Year
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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
What we offer:
  • 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
  • Non-contributory pension scheme Migrant Help pays 8% worth of employee salary into the pension scheme

Additional Information:

Job Posted:
May 16, 2026

Expiration:
May 29, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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