At a Glance
- Tasks: Support vulnerable migrants seeking asylum through empathetic advice and guidance via phone and webchat.
- Company: Join Migrant Help, a leading charity dedicated to supporting migrants for over 60 years.
- Benefits: Competitive salary, potential for contract extension, and a chance to make a real difference.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Be part of a team that empowers individuals and families in their time of need.
- Qualifications: Experience in customer service and ability to thrive in a fast-paced environment.
The predicted salary is between 25710 - 28670 € per year.
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 charity’s 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.
If you have demonstrable experience working within a call-centre or customer service setting with the ability to meet targets in a pressured environment, and are looking for an exciting role within a charity that is making a difference, we’d love to hear from you!
Key responsibilities of our Helpline Adviser:
- 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 to become our Helpline Adviser:
- 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.
Migrant Help 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 therefore: 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.
Closing Date: 12 February 2026
If you are interested in becoming our new Helpline Adviser, please click 'APPLY' today. We look forward to hearing from you! Your application will be assessed against the job description and person specification, which can be found via the above link, we therefore recommend you review both before you apply. We encourage applications from disabled people by offering them an interview if they meet the minimum criteria for the job.
Please note this vacancy may close early depending on applications received.
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.
Locations
Helpline Adviser in Dover, Kent employer: Migrant Help
Migrant Help is an exceptional employer, offering a meaningful opportunity to make a difference in the lives of vulnerable migrants. With a supportive work culture that prioritises employee growth through regular coaching and training, our Helpline Advisers benefit from a collaborative environment where their contributions are valued. Located in Dover, this role not only provides competitive salary progression but also the chance to be part of a respected charity with over 60 years of impactful service.
StudySmarter Expert Advice🤫
We think this is how you could land Helpline Adviser in Dover, Kent
✨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 your past experiences align with the Helpline Adviser role, especially your customer service skills and ability to handle pressure.
✨Tip Number 3
Show your empathy! In this role, you'll be dealing with sensitive situations. Be ready to share examples of how you've handled difficult conversations or supported someone in need. This will highlight your emotional intelligence and suitability for the job.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on the Migrant Help site. It’s the best way to ensure your application gets seen by the right people and shows your commitment to joining the team.
We think you need these skills to ace Helpline Adviser in Dover, Kent
Some tips for your application 🫡
Know the Role:Before you start writing, make sure you really understand what the Helpline Adviser role is all about. Check out the job description and person specification to see what skills and experiences we’re looking for. Tailor your application to highlight how you fit the bill!
Show Your Experience:We want to see your customer service skills shine! Share specific examples from your past roles that demonstrate your ability to handle pressure, multitask, and provide excellent support. The more relevant your experience, the better!
Be Clear and Concise:When it comes to your written application, clarity is key. Use straightforward language and keep your sentences short and to the point. This will help us quickly see why you’d be a great fit for our team.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re serious about joining our mission at Migrant Help. 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 in challenging situations. This will highlight your suitability for the role and your ability to connect with clients.
✨Practice Active Listening
During the interview, practice active listening. Make sure to fully understand the questions being asked before responding. This skill is crucial for the Helpline Adviser role, so demonstrating it in your interview will set you apart.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle pressure. Think of specific instances where you've successfully managed difficult situations in a call-centre or customer service environment, and be ready to discuss them.
