Customer Service Advisor - Migrant Help

Description & Requirements

Transform Lives, One Call at a Time.

We are more than just a contact centre; we are a vital support line and a compassionate ear for some of the most vulnerable members of our communities.

Join our team as a Migrant Help Customer Service Advisor and experience the joy of making a real difference in people's lives!

If you are passionate about providing help to those who need it the most while enjoying a fulfilling and varied work environment, we want to hear from you.

You'll be part of a customer focussed and passionate team, that thrives on positivity and collaboration, and your role will be vital in delivering exceptional service to our valued service users.

As an Advisor in our contact centre, you will play a crucial role in delivering outstanding service to our service users by handling a high volume of calls and live chats.

Partnering with the esteemed charity, Migrant Help, you will provide essential support to Asylum Seekers, and will enable service users to explore their options, access the appropriate resources, and make a significant difference in their lives..

While the nature of some calls may be sensitive and challenging, we do give breaks following difficult calls, and you do have access to additional resources to prioritise your wellbeing.

In this role, you will also collaborate with an Interpreter service to ensure that every service user receives the comprehensive assistance they need.

Your contributions will make a meaningful difference in the lives of those navigating complex challenges.

This role requires flexibility, as you will work 5 shifts per week, each lasting 7.5 hours per day, scheduled between 7:00 AM and 8:00 PM, Monday to Sunday on a rotational basis.

Shifts are split across the day, typically structured as:


* Morning segment: 3.5 hours


* Afternoon/evening segment: 4 hours

Example shift patterns include:


* 7:00 AM - 10:30 AM and 2:00 PM - 6:00 PM


* 8:00 AM - 11:30 AM and 3:00 PM - 7:00 PM


* 9:00 AM - 12:30 PM and 4:00 PM - 8:00 PM


* 10:00 AM - 13:30 PM and 5:00 PM - 9:00 PM


* 11:00 AM - 14:30 PM and 6:00 PM - 10:00 PM

As this role involves home working, candidates are required to have a suitable workspace at home.

Your workspace should be a space that is suitable for dealing with calls and is comfortable to work from.

If you require additional equipment such as an ergonomic chair or screen reader, we can support you with this.

As an Advisor you will be required to:

• Respond to service user enquiries, maintain accurate service user records, and escalate issues when necessary

• Identify and address safeguarding concerns promptly and effectively

• Meet customer service standards and performance goals

• Respond to difficult and sensitive cases with empathy, patience, and resilience

• Deliver information services across multiple channels (telephone, online, email, and live chat)

• Resolve service user issues proactively, calmly,...