Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support individuals seeking asylum by providing advice and guidance via phone and webchat.
- Company: Join Migrant Help, a leading charity dedicated to supporting vulnerable migrants.
- Benefits: Flexible hours, enhanced leave, employee discounts, and a non-contributory pension scheme.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Customer service experience and ability to thrive in a fast-paced setting.
- Other info: Opportunity for career growth and a chance to work with a passionate team.
The predicted salary is between 25710 - 28670 £ per year.
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.
LNKD1_UKTJ
#J-18808-Ljbffr
Helpline Adviser employer: Migrant Help
Contact Detail:
Migrant Help Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpline Adviser
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Migrant Help. Understand their mission and values, especially around supporting vulnerable migrants. This will help you connect with the team and show that you're genuinely interested in the role.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. Focus on how you can demonstrate your customer service skills and ability to handle pressure, as these are key for the Helpline Adviser position.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples from your past work where you've provided excellent customer service or dealt with challenging situations. This will help you stand out and show that you have what it takes to thrive in a fast-paced environment.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Helpline Adviser
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the Helpline Adviser role. Use keywords from the job description to show us you understand what we're looking for!
Showcase Your Customer Service Skills: Since this role is all about providing exemplary customer service, share specific examples of how you've excelled in similar situations. We want to see your ability to handle queries effectively and empathetically.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that demonstrate your attention to detail, especially since record keeping is crucial in this role.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the position. We can’t wait to hear from you!
How to prepare for a job interview at Migrant Help
✨Know the Organisation
Before your interview, take some time to research Migrant Help. Understand their mission, values, and the specific services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Demonstrate Empathy
As a Helpline Adviser, you'll be dealing with vulnerable individuals. Prepare examples from your past experiences where you've shown empathy and understanding. This will highlight your suitability for the role and your ability to handle sensitive situations.
✨Showcase Your Multitasking Skills
The job requires handling multiple queries simultaneously. Be ready to discuss how you've successfully managed similar tasks in previous roles. You might even want to practice answering questions while simulating multitasking to demonstrate your capability.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to work under pressure. Think of specific instances where you've had to make quick decisions or resolve conflicts, and be prepared to share those stories during the interview.
