Helpline Adviser Tier 1

Job Title: Helpline Adviser Tier 1

Location: Dover (Potential for Hybrid which is reviewed individually)

Salary: £23,210 – Increasing to £26,132 following successful completion of a 6-month probation period

Job type: 9 Month Fixed Term (Potential to be extended/permanent)

Closing Date: 16th January 2024

About us:

The organisation 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.

The Role:

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.

Duties and 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 the charity 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

About you:

• 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 charity 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 rotational hours between 8am and 8pm

This role is based in our call centre in Dover where all relevant training will be delivered.

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.

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.

The Charity 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.

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 will also be considered for this role.