Location: Dover

Contract: 9 Months Fixed-Term (with potential to be extended)

Hours: Flexible

Salary: £23,210

Increasing to £26,132 after successful completion of a 6 month probation period

Closing Date: 5 June 2023

We are looking for Helpline Advisers to join our call centre in Dover on a fixed-term contract. There will be a 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 and computer literate, have demonstrable experience of meeting targets in a pressured environment, and be passionate about protecting 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 helpline service. 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. We work in a supportive environment, providing team members with in-depth training on regulatory standards and Migrant Help procedures as well as committing to the Office of the Immigration Services Commissioner (OISC) good practice.​​

​If you are an excellent communicator, have a strong eye for detail and are looking for an exciting role within a charity that is making a difference, we’d love to hear from you!



As a Helpline Adviser your duties will include:

  • Working as part of the Helpline team to ensure compliance with all applicable regulatory requirements, policies, and procedures to provide the correct advice and guidance to all who contact the Helpline
  • Handle inbound calls effectively from our clients, in a fast-paced setting, dealing with varies queries about asylum support
  • Assisting with clients from multi-cultural backgrounds, using interpreters to aid with the language barrier
  • ​To assist with complex safeguarding cases raising any concerns with the relevant authorities
  • Working closely with the Home Office and Housing Providers; which involves assisting with applications for support, change of circumstances, issue reporting and general immigration enquiries
  • Maintain appropriate professional boundaries with clients and use support structures in place along with personal resilience to manage impact of challenging and complex casework.
  • Ensure that a professional and courteous service is provided to all clients, both internal and external.
  • Keep full accurate 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.
  • Attend and participate in team briefs and meetings, participate in training and appraisal processes as required
  • Adhere to Data Protection regulations and GDPR

The experience and skills you need:

  • Experience of working in a pressured environment and meeting targets
  • ​Excellent computer skills including Word, Excel and databases; particularly in making and keeping accurate and timely records
  • Good clear written and oral communication skills in English
  • Have high attention to detail and ability to problem solve
  • Excellent organisational skills with the ability to work under pressure, both individually and in a team
  • Effective communication skills, particularly in a multi-cultural environment.

What else to expect:

  • A 4-week induction and training period, where you will learn about the Asylum Process and our systems, meet your new colleagues, develop your customer service and call handling skills and learn what makes our Helpline team a ‘Great Place to Work’
  • ​Our helpline call centre is open Monday to Friday, you will work rotational hours between 8am and 8pm
  • You will be required to work in our Dover call centre for the training period; however, there is a hybrid working arrangement post successful probation

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.

Right to Work in the UK

In addition to being able to provide documents to show their right to work in the UK ie 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.

This post is also subject to;

- DBS Check

- Suitable candidate must be OISC registered or have the willingness to work towards OISC qualification.

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.


All ID documents must show current address


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: 5 June 2023

As part of your role, it is important you operate within Migrant Help’s values:
Protection, Diversity, Equality, Partnership, Innovation and Excellence.