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- Tasks: Support vulnerable individuals seeking asylum through empathetic communication and guidance.
- Company: Join Migrant Help, a leading charity dedicated to supporting migrants in the UK.
- Benefits: Competitive salary, potential for permanent role, and a chance to make a real difference.
- Why this job: Be part of a team that empowers and protects those in need while developing your skills.
- Qualifications: Experience in customer service and ability to thrive in a fast-paced environment.
- Other info: Hybrid working model with opportunities for personal and professional growth.
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 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.
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 KPIs.
- 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 KPIs.
- 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.
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 how they support vulnerable migrants. This will help you connect with the interviewers and show that you're genuinely interested in the role.
✨Tip Number 2
Practice makes perfect! Try doing mock interviews with friends or family. Focus on common questions for helpline roles, like handling difficult calls or multitasking under pressure. The more comfortable you are, the better you'll perform when it counts.
✨Tip Number 3
Show off your soft skills! As a Helpline Adviser, empathy and communication are key. Be ready to share examples from your past experiences where you've demonstrated these skills. It’s all about showing you can handle sensitive situations with care.
✨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. Plus, it shows you’re proactive and keen to join the team!
We think you need these skills to ace Helpline Adviser
Some tips for your application 🫡
Read the Job Description Carefully: Before you start writing your application, take a good look at the job description. We want to see how your experience aligns with what we're looking for, so make sure you highlight relevant skills and experiences that match the role of Helpline Adviser.
Show Your Empathy and Communication Skills: As a Helpline Adviser, you'll be dealing with vulnerable clients. Use your application to demonstrate your ability to communicate effectively and empathetically. Share examples from your past experiences where you've provided support or guidance to others.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon and focus on conveying your message in a straightforward manner.
Apply Through Our Website: We encourage you to apply directly through our website. This ensures your application is received properly and allows us to process it efficiently. Plus, it shows you're keen to join our team at Migrant Help!
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.
✨Prepare for Scenario Questions
Given the nature of the Helpline Adviser role, be ready to discuss how you would handle various scenarios, especially those involving complex safeguarding cases. Think about past experiences where you've demonstrated empathy and problem-solving skills under pressure.
✨Showcase Your Communication Skills
As a Helpline Adviser, communication is key. Practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to refine your verbal communication and active listening skills.
✨Highlight Your Resilience
Working in a fast-paced environment can be challenging. Be prepared to share examples of how you've managed stress and maintained motivation in previous roles. This will demonstrate your ability to thrive in a pressured setting, which is crucial for this position.
