Helpline Adviser

Migrant Help; Dover; On-site; GBP 25,000 - 29,000; Full time

Job summary

A non-profit organization in Dover is seeking a Helpline Adviser to support vulnerable migrants seeking asylum in the UK. This role involves providing advice via telephone and webchat in a fast-paced environment, handling safeguarding cases, and maintaining records. The ideal candidate will have strong customer service skills and the ability to work under pressure. This position offers a flexible work schedule and a range of employee benefits including a non-contributory pension scheme.

Benefits

Enhanced family-friendly provisions

Extra annual leave

Employee rewards platform

Wellbeing support

Non-contributory pension scheme

Qualifications

• Proven experience providing exemplary customer service skills/background.
• Experience working in a pressured environment.
• Ability to multitask using multiple systems.

Responsibilities

• Handle inbound calls efficiently and empathetically.
• Support clients following complex safeguarding disclosures.
• Keep full records and complete case follow-up.

Skills

Customer service skills

Multitasking

Attention to detail

Emotional intelligence

Job description

Overview

Migrant Help have an exciting opportunity to recruit a Helpline Adviser to join our team!

Location: Dover (Hybrid)

Contract: 9 month fixed term (with potential to be extended or made permanent)

Hours: Full time, shift working between the hours of 8am and 8pm

Salary: £25,710 Increasing to £28,670 following successful completion of a 6 months probation period

About Us

Migrant Help is a leading charity that has been established for over 60 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.

The Helpline Adviser Role

Part of the Eligibility Advice and Guidance Line (EAGL) team, the Helpline Adviser is a rewarding role which supports individuals and families that are seeking asylum in the UK. You will play 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. 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.

Key Responsibilities

• 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

Experience and skills

• Proven experience providing exemplary customer service skills/background
• 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, with the ability to adapt to new systems.
• High attention to detail and working systematically particularly in accurate record keeping and timely records
• High level of motivation, resilience, and emotional intelligence

Safeguarding and Vetting This post is subject to a Disclosure and Barring Service (DBS) check therefore applicants must:

• Be able to provide documents to show their right to work in the UK (such as Passport, work visa, settled status document, certificate of registration, naturalisation 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

Benefits

• Our working week is 35 hours per week offering flexibility and work life balance
• Enhanced family friendly provisions
• Employees will gain an extra day annual leave per year to a maximum of 39 days, including bank holidays (pro-rata).
• Option to buy or sell up to 5 days of annual leave
• Access to Perkbox, an employee rewards and benefits platform with over 9,000 deals and discounts, a range of free perks, employee wellbeing support and other additional employee benefits and recognitions.
• Wellbeing support.
• Migrant Help offers employees a non-contributory pension scheme Migrant Help pays 8% worth of employee salary into the pension scheme.

Closing Date: 10th October 2025

If you are interested in becoming our new Helpline Adviser, please click 'APPLY' today. We look forward to hearing from you!

As part of your role, it is important you operate within Migrant Help's values: Protection, Diversity, Equality, Partnership, Innovation and Excellence.

Migrant Help is proud to be an equal opportunities employer.

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