Helpline Adviser Tier 1

Job Title:Helpline Adviser Tier 1

Location: Dover

Salary: £23,210 (pro rata), increasing to £26,132 following successful completion of a 6 months probation period

Job type: Full Time and Part time, 9 Month Fixed Term

Closing Date: 16th March 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 successful candidate will be client focused, have demonstrable experience delivering great customer service, and have a high level of resilience which is key when supporting our vulnerable clients.

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, by empowering people in real need, sharing information and providing them with the tools to support them through the asylum process and their onward journey. 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:

• 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
• The capability to multitask using multiple systems at once whilst communicating verbally
• High attention to detail and working systematically particularly in accurate record keeping and timely records
• High level of motivation, resilience, and emotional intelligence

What else to expect:

• We work in a supportive environment, providing in-depth training on regulatory standards and Migrant Help procedures and policies as well as committing to the Office of the Immigration Services Commissioner (OISC) good practice
• 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
• As part of the application process you will be asked to complete 2 video application questions. If your application is shortlisted to progress to the next stage you will be invited to attend an assessment centre. Please note that the assessment centres will be held on a monthly basis depending on need and are subject to change

Benefits:

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

Please click on the APPLY button to complete the application form for this role.

Candidates with the experience or relevant 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.