Location: Dover

Contract: 9 month fixed term

Hours: Varying Hours Available

Currently part time hours are available Monday to Wednesday 

Salary: £23,210 (pro rata)

Increasing to £26,132 following successful completion of a 6 months probation period

Closing Date: 23 June 2024

We are looking for Helpline Advisers to join our call centre in Dover on a 9-month fixed-term contract. There will be potential for the role to be made permanent or extended.

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.

If you are an excellent communicator with the ability to meet targets in pressured environment, and are looking for an exciting role within a charity that is making a difference, we’d love to hear from you!

As the Helpline Adviser your duties would include:

  • 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:

  • ​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 Migrant Help 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 your contracted hours on rotational shifts between 8am and 8pm
  • This role is based in our call centre in Dover where all relevant training will be delivered, there is the potential for a hybrid working pattern which is reviewed on an individual basis.
  • As part of the application process you will be asked to complete 2 video application questions. If your application is shortlisted to progress to the next stage you will be invited to attend an assessment centre. Please note that the assessment centres will be held on a monthly basis depending on need and are subject to change.

About Migrant Help:

Migrant Help 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. 

We place a high value on employees in relation to the work that they do and the benefits the organisation offers, with an ethos of being a Great Place to Work. 

These are some of the benefits we offer:

• Flexibility and work life balance
• Enhanced family friendly provisions
• Additional holiday entitlements
• Perkbox benefits
• Non-contributory pension scheme. 

At Migrant Help, we foster a culture in which equality, diversity and inclusion are recognised, valued and encouraged. It doesn’t matter who you are or where you come from, we match your skills with the needs of our organisation. As long as you share our values, vision and goals. We welcome applications from candidates regardless of their age, religion or belief, race, gender reassignment, disability, sexual orientation, sex, marriage or civil partnership, pregnancy and maternity.


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.  

- 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.


We encourage applications from disabled people by offering them an interview if they meet the minimum criteria for the job

See the job description for full person specification.

How to apply

To apply for this role please click on this link and complete the online application form attaching a copy of your CV and cover letter.

Selection Criteria

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.

Closing Date: 23 June 2024

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.