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: Competitive salary, hybrid working, and potential for contract extension or permanent role.
- Other info: Dynamic team culture with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while developing your skills in a rewarding environment.
- Qualifications: Experience in customer service and ability to thrive in a fast-paced setting.
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 would 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, 1‐2‐1s, 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 in London employer: Migrant Help
Migrant Help is an exceptional employer, offering a meaningful opportunity to make a real difference in the lives of vulnerable migrants. Located in Dover, our hybrid work model promotes a supportive and collaborative work culture, where employees are encouraged to grow through regular coaching and training sessions. With a commitment to safeguarding and diversity, we provide a fulfilling environment for those looking to contribute to a noble cause while developing their professional skills.
StudySmarter Expert Advice🤫
We think this is how you could land Helpline Adviser in London
✨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 interviewers and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! As a Helpline Adviser, you'll need to handle calls with empathy and clarity. Try role-playing with a friend or family member to get comfortable with answering questions and providing support over the phone.
✨Tip Number 3
Show off your multitasking abilities! During the interview, be ready to discuss how you've managed multiple tasks in a fast-paced environment. Share specific examples where you successfully juggled different responsibilities while maintaining high-quality service.
✨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 that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace Helpline Adviser in London
Some tips for your application 🫡
Know the Role:Before you start writing your application, make sure you really understand what the Helpline Adviser role involves. Check out the job description and person specification to see how your skills and experiences align with what we're looking for.
Tailor Your Application:Don’t just send a generic application! We want to see how your unique experiences fit the role. Highlight your customer service background and any relevant experience in pressured environments to show us you’re the right fit.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Apply Through Our Website:Make sure to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
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 role, as you'll need to listen carefully to clients' needs and concerns.
✨Showcase Your Multitasking Skills
Be ready to discuss how you manage multiple tasks simultaneously, especially in a fast-paced environment. Share specific examples of how you've successfully juggled various responsibilities while maintaining high standards of service.
