Telephone Adviser

Location: Dover

Contract: 6 Month Fixed Term Contracts

Full Time - 35 hours per week (Monday - Friday 08.00 - 20.00 on a Rota basis)

Starting salary: £20,000 per annum


 Applications will be short listed for interview as an when they are submitted


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 are currently recruiting for several Tier 1 Telephone Advisers within our Dover office.

The Role:

  • To provide advice, guidance and support to those seeking asylum in the UK via the telephone helpline service.
  • To meet internal standards on performance and call handling as set by the Head of Advice Centre
  • To meet all regulatory standards in line with Migrant Help and OISC best practice.
  • Liaise with other departments to ensure that customer and client service standards are met.

Main Duties & Responsibilities:

  • Work as part of the Eligibility, Advice and Guidance Line Team to ensure compliance with all applicable regulatory requirements, policies and procedures to provide the correct advice and guidance to all who contact the centre.
  • Handle calls effectively working in a timely way to ensure that the Centre operates efficiently and effectively to meet the needs of the contract.
  • Ensure that case notes are accurate and succinct.
  • Work with interpreters as required.
  • Undertake casework as required to assist with providing that timely service.
  • Ensure that any advice or support previously provided that is incorrect is reported and corrected.
  • Ensure that all documents are submitted within required time frames.
  • 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
  • Adhere to the Staff Code of Conduct

This post is subject to a Disclosure and Barring Service (DBS) check and a Counter Terrorism Check (CTC)


 Therefore the applicant must:

  • hold a valid, full current 10-year British passport; full EU passport or have indefinite leave to remain in the UK
  • provide full UK address history for the last five years


See Job description for full Person Specifications


Please submit

1.     a relevant CV

2.   a detailed personal statement showing how you meet the specific requirements, skills and experience as   outlined in the job description and job specification with a special attention to the added value you could      bring. 


Successful internal applicants will move to Migrant help 2018 Terms and Conditions if they are not already on them.


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.