Location: Homebased

​

Contract: 12 month fixed term

 

Salary: £24,603

Increasing to £27,700 following successful completion of a 6 months probation period

​

Closing Date: 27 September 2024

​

We are looking an Escalations Adviser to join our efficient and supportive Business support team. There will be a potential for the role to be made permanent or extended.

The successful candidate will be client focused, have demonstrable experience delivering great customer service to a range of stakeholder, and have a high level of resilience.

As the Escalations adviser you will work as part of a vibrant and committed 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. You will play an integral part in the charities’ work with the Home Office; providing advice, guidance, and support. 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.

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 Escalations Adviser your duties would include:

• Work as part of the AIRE team to ensure compliance with all applicable regulatory requirements, policies, and procedures to provide the correct advice and guidance to all who contact us through whichever channel you are supporting them through

• Handle inbound emails effectively from strategic partners and third parties, providing advice and guidance making contact via phone where required and dealing with varies queries about asylum support.

• Quality assure and submit applications / correspondence through ELLIS

• 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 third parties 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, 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

• Experience of liaising with interpreters

• Experience and understanding of working with external agencies

• Ability to work accurately and systematically, demonstrating attention to detail

• Ability to remain calm under pressure

 

​What else to expect:

• This post is subject to an Enhanced Disclosure and Barring Service (DBS) check

• This post is subject to a Counter Terrorism Check

• This post requires OISC Level 1 Accreditation (This can be achieved on the job. The successful candidate must be willing to achieve this within 6 months of employment with the support of the organisation)

​

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: 27 September 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.