Helpline Adviser Tier 1

Posted 25/06/2024 by Migrant Help

Dover, Kent
£24,602 - £27,700/annum

Job Title: Helpline Adviser Tier 1

Location: Dover

Salary: £24,602 per annum (pro rata), Increasing to £27,700 per annum following successful completion of a 6 months probation period

Job Type: Full time, 9 Month Fixed Term

Working Hours: Varying Hours Available

Closing Date: 15th July 2024

We are looking for Helpline Advisers to join our call centre in Dover on a 9 month fixed-term contract. There will be a potential for the role to be made permanent or extended.

You will work as part of a vibrant and committed telephone Helpline 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 Helpline plays 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. The work is extremely rewarding, 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 are an excellent communicator 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!

As the Helpline Adviser your duties would include:

  • 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:

  • 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
  • High attention to detail
  • High level of motivation, resilience, and emotional intelligence

What else to expect:

Our helpline call centre is open Monday to Friday, you will work your contracted hours on rotational shifts between 8am and 8pm

This role is based in our call centre in Dover where all relevant training will be delivered, there is the potential for a hybrid working pattern which is reviewed on an individual basis.

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 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

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.

  • This post is subject to a Disclosure and Barring Service (DBS) check

Therefore the applicant must:

  • Be able to provide documents to show their right to work in the UK i.e. 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.
  • Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment.

Please click APPLY to be redirected to the company's page to complete your application for this role.

Candidates with the relevant experience or job titles of; Client Advisor, Senior Advisor, Enquiries Advisor, Client Service, Customer Services, Customer Service Representative, Customer Advisor, Customer Support, Customer Services Officer may also be considered for this role.

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