Migrant Help are hosting an exciting and unique opportunity to recruit a Helpline Adviser – Tier 1. We have both full time and part time positions available on a 9 Month Fixed Term contract and in return you will receive a competitive salary of £24,602 to £27,700 per annum (pro-rata). This is a hybrid role.
About us:
Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to migrants across the UK. Our vision is for a global society that protects migrants, treats them with respect and enables them to reach their full potential. 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
About the role:
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. Those seeking asylum can come to us for help with applying for accommodation and financial support, reporting issues with asylum accommodation, and any other advice needed during their asylum journey. You will work as part this rapidly expanding and passionate team to undertake the excellent and fulfilling work of supporting individuals and families who are seeking asylum in the UK.
You will be required to handle inbound/outbound calls and online webchats queries from our client's using interpreters when required to aid with the language barrier. This service operates in a fast-paced setting, dealing with varied queries about asylum support effectively and efficiently. We work closely with the Home Office and housing providers which involves assisting with applications for support, change of circumstances, issue reporting and general immigration enquiries.
Key responsibilities of our Helpline Adviser:
- 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 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.
Skills and experience we are looking for in our Helpline Adviser:
- Good general level of education
- Proven experience providing exemplary customer service skills/background with a minimum of 1 year's employment history
- Demonstrable experience of working in a pressured environment and meeting deadlines, targets and KPI's
- Acquainted with ensuring compliance, adhering to regulatory requirements, policies and procedures
- Knowledge and experience in effectively handling calls and queries of a complex nature
- Exceptional verbal and written communication skills in English
- An effective listener and the ability to empathise and show compassion
- Excellent IT skills including Word, Excel and databases
- The capability to multitask using multiple systems at once whilst communicating verbally
- Experience and understanding working with external agencies
?What else to expect:
- This post is subject to an Enhanced Disclosure and Barring Service (DBS) check
- This post requires OISC Level 1 Accreditation (This can be achieved on the job. The successful candidate must be willing to achieve this within 6 months of employment with the support of the organisation).
Closing Date: 31 August 2024
If you are interested in becoming our new Helpline Adviser, please click 'APPLY' today. We look forward to hearing from you!