Helpline Adviser

  • £21,500 - £24,400
  • Dover, Kent
  • Migrant Help

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 and enables 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.

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.

The Role:

You will work as part of a vibrant and committed team which is expanding in number, to continue the excellent work it does in supporting individuals and families who are seeking asylum in the UK.

The advice line plays an integral part in the Charities work with the Home Office, providing advice, guidance, and support via the telephone helpline service. The work is extremely rewarding, by empowering people in real need, sharing information and providing them with the tools to support them through the asylum process.

We work in a supportive environment, providing team members with in-depth training on regulatory standards and Migrant Help procedures as well as committing to the Office of the Immigration Services Commissioner (OISC) good practice.

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.

Maintain appropriate professional boundaries with clients and use support structures in place along with personal resilience to manage impact of challenging and complex casework.

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

The above list of job duties is not exhaustive; the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

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.

Right to Work in the UK

In addition to being able to provide documents to show their right to work in the UK ie passport or other right to work documents such as work visa, settled status document, certificate of registration, naturalization as a British citizen, Biometric Residence Permit etc.

This post is also subject to;

- DBS Check

- Counter Terrorist Check (CTC)

- Suitable candidate must be OISC registered or have the willingness to work towards OISC qualification.

For CTC application applicant must:

- Be able to provide a valid passport eg. 10 year full British passport, EU or non-EU Passport with indefinite leave to remain

- 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

All ID documents must show current address

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

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