Helpline Adviser - Dover, United Kingdom - Migrant Help

Migrant Help

Verified Company

Dover, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Helpline Adviser

Location:
Dover

Salary:
£23,210 increasing to £26,132 after successfully completing probation.

Job type:
Flexible hours, Fixed Term contract.

About us:

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.

About us:

If you are an excellent communicator, have a strong eye for detail and are looking for an exciting role within a charity that is making a difference, we'd love to hear from you

The Role:

We are looking for Helpline Advisers to join our call centre in Dover on a 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 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:

Working as part of the Helpline 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 inbound calls effectively from our clients, in a fastpaced setting, dealing with varies queries about asylum support
Assisting with clients from multicultural backgrounds, using interpreters to aid with the language barrier
To assist with complex safeguarding cases raising any concerns with the relevant authorities
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 uptodate 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

Experience and skills:

Experience of working in a pressured environment and meeting targets
Excellent computer skills including Word, Excel and databases; particularly in making and keeping accurate and timely records
Good clear written and oral communication skills in English
Have high attention to detail and ability to problem solve
Excellent organisational skills with the ability to work under pressure, both individually and in a team
Effective communication skills, particularly in a multicultural environment.

Benefits: