Regional Assistant Manager

Migrant Help is currently looking for a Regional Assistant Manager to join our team on a full-time, 12-month fixed-term contract (with potential to be extended or made permanent). This is a hybrid role based in Cardiff, and in return, you will receive a competitive salary of £38,548 per annum.

About us:

Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to people affected by displacement and exploitation across the UK. Our vision is for a global society that protects vulnerable people, treats them with respect and enables them to reach their full potential.

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.

The Regional Assistant Manager role:

Part of the Asylum Services regional team, the Regional Assistant Manager is a supportive and collaborative role at Migrant Help. You will assist our national Asylum Service to support vulnerable asylum seekers across the UK through telephone and face to face advice. You will support and manage the Client Advisers within the Regional Team, champion training, coaching and overall management of the team. You will be required to support in the completion of all types of asylum applications, induction briefings to new arrivals in initial accommodation, provide them with advice and guidance around the asylum process, asylum support and their obligations.

If you have demonstrable experience coaching and developing a team and are an excellent communicator, and are looking for an exciting role that makes a difference, we’d love to hear from you!

Key responsibilities of our Regional Assistant Manager:

Provide an Advice and Guidance service to Asylum Seekers and Failed Asylum Seekers, including assessing eligibility criteria and completing Asylum Support Application Forms (ASFs), notifying the Authority on changes of circumstances, immigration related matters within the scope of OISC regulations, Voluntary Assisted Returns, and signposting to other organisations

Responsible for day-to-day operational oversight of the Client Adviser team under the overall management of the Regional Manager, including monitoring inboxes and respond or allocate requests received, planning for staff workloads, absence monitoring and ensuring assigned rota duties, are carried out as planned

Support with the Health and Safety arrangements of this multi-disciplinary team, ensuring the team are safe and secure at all times through robust lone working and RAMS arrangements

Conduct line management of client advisers, including supporting the recruitment and inductions of new staff, employee development, appraisal and supervision, performance monitoring, absence monitoring, disciplinary and conflict resolution

First line of escalation for Client Advisers on complex cases, including unplanned and complex cases, ensuring Initial Accommodation requests, Requests for Further Information and Evictions are dealt with in a timely manner, and initial escalation for safeguarding issues or concerns

Handle calls effectively, work in a timely way to ensure that clients are supported appropriately whilst ensuring that we are able to support as many people in need as possible

To support KPI assurance for the regional team

Provide outreach and face to face support for clients and those with additional support needs, by appointment, at designated locations, as required by the Regional Manager or / or Head of Service

Facilitate team meetings including daily briefings to ensure that team members are up to date on matters that effect the delivery of service, such as policy and legislation changes

Act as a contact with the Home Office, Social Services, Healthcare Professionals, AASC provider and other relevant agencies for applicants with additional support needs

Keep full, accurate and up-to-date case records and complete case follow-up within the requisite time scales and undertake any necessary administrative tasks

Support Regional Manager with administrative requirements for the contracts and services i.e, daily management reports, KPI data checks, managing regional appointments to ensure efficient service delivery; and Quality Management of the service, including but not limited to; supervisions and file reviews, client feedback, internal and external audit activity e.g. Advice Quality Standards, ISO etc. as well as In line with OISC and Migrant Help requirements and quality frameworks

Attendance at sub-contract/stakeholder/safeguarding meetings as required, ensuring Migrant Help policies, and operating procedures are followed at all times

Undertake any other duties which may be assigned from time to time and may include cover for other funded projects e.g. Supporting Victims of Human Trafficking and anti- human trafficking operations, EU Migrant Advice, Foreign National Prisoner Advice Service

Skills and experience we are looking for in our Regional Assistant Manager:

Demonstrable competence in a people management role, at supervisory level

Working with people in sensitive and emotionally demanding situations is essential

Proven ability to prioritise and work on your own initiative whilst respecting boundaries

Ability to plan, review, work and deal with deadlines and conflicting priorities

Shows resilience when faced with challenges from both work and individual clients

Operational experience working to challenging performance KPI's

These are some of the benefits we offer:

Our working week is 35 hours per week offering flexibility and work life balance

Enhanced family friendly provisions

Employees will gain an extra day annual leave per year to a maximum of 39 days, including bank holidays (pro-rata).

Option to buy or sell up to 5 days of annual leave

Access to Perkbox, an employee rewards and benefits platform with over 9,000 deals and discounts, a range of free perks, employee wellbeing support and other additional employee benefits and recognitions.

Wellbeing support.

Migrant Help offers employees a non-contributory pension scheme Migrant Help pays 8% worth of employee salary into the pension scheme.

Closing Date: 20th May 2025

If you are interested in becoming our new Regional Assistant Manager, please click 'APPLY' today. We look forward to hearing from you!

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.

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

Please note this vacancy may close early depending on applications received