Residency Helpline Assistant

Now that the UK has officially left the EU and the transition period is drawing to a close many British people living in Spain are still unsure about how to apply for residency. Many need information and support to be able complete their residency applications so they can continue to live in Spain with their full rights as residents.   


Age in Spain, with support from the British Government’s Foreign and Commonwealth Office has set up a Residency Helpline specifically aimed at British people who  live in, or are planning to move to Spain. The Helpline provides accessible information and  practical assistance for all by email and telephone, plus extra one to one support through home visits for people in Catalonia, the Balearic Islands, the Canary Islands and Northern Spain who cannot complete their application without this extra help. 


This is especially important for more vulnerable people, who might be older and without family support, who face barriers such as mobility, access to a computer, language or isolation.


The Residency Helpline is run by trained volunteers, called Residency Helpline Assistants, who virtually provide information and support to callers, with the support of professional volunteer coordinators. The Residency Helpline Assistants provide a personalised service, giving the extra time and patience that is required for such a process. 


With the support of our team and resources, you will be helping British people to access the right information and to apply for their Spanish residency status.


Due to current restrictions, this role is a remote opportunity that can be done from anywhere in Spain, or even abroad, provided you have a good internet connection and computer. 


The Residency Helpline is supported by a website with accessible information, such as FAQs and blog posts to guide people through the residency process. When we receive an enquiry it is because the online information alone may not be enough.  


Some people will have other problems which prevent them from completing the residency application such as language barriers, isolation, lack of confidence, lack of capacity, lack of access to technology, health issues, mobility issues, financial issues or responsibilities of being a carer. For these people the service may provide home visits to assess their situation so that we can find the services and support that will help resolve their problems. 


Volunteers working as a Residency Helpline Assistant may be required to: 

  • Answering incoming telephone calls,

  • Answering incoming email queries,

  • Provide one-to-one support over the telephone to individuals who need help to complete their Spanish residency applications,

  • Guide callers through the residency process using Age in Spain’s information guides,

  • Signpost and refer customers to other services and organisations,

  • Record basic information about callers and their enquiries and 

  • Provide feedback to the Regional Coordinator. 

What's involved.

Training and support will be provided virtually. This may change after September 2020, in which case some training and support may be provided in person. 


Age in Spain will provide an initial induction including comprehensive online and face to face training to equip volunteers for their role. 


You will be supported by a Regional Coordinator and work as a part of a friendly team of volunteers. You will receive on-going on the job training whilst volunteering.

Support and training.

The Residency Helpline is open Monday to Friday from 9am to 5pm.


We ask for a commitment of 4 hours volunteering per week. We prefer if Residency Helpline Assistants can commit to regular shift shift each week. Each shift will be 2 hours. We are more than happy to have you volunteering for more than 4 hours per week


The Residency Helpline will run until April 2021, possibly longer. We are looking for volunteers who can commit to a minimum of 3 months and up to 1 year. 


You will also need to be available for 2 hours of self paced online learning and 2 online live training sessions that will last for 2 hours each. Dates to be advised.

Time commitment.

Due to current movement restrictions, the work for this project will be conducted from the volunteers’ home using their own computer. The work requires a good internet connection. Residency Helpline Assistants will be provided with a professional headset to ensure good call quality. 


Out of pocket expenses such as travel costs (in the event that we can arrange occasional face to face meetings for the Helpline team members, or home visits to callers who need extra support) that are agreed by the Regional Coordinator, will be reimbursed.



  • Regular access to a telephone/computer with good internet connection

  • Fluent in spoken and written English 

  • Good people/interpersonal skills

  • Articulate with good verbal communication skills

  • The ability to explain information clearly, correctly and concisely

  • Good listening skills

  • Good writing and information processing skills

  • Good phone manner

  • Ability to work alone without direct supervision

  • Ability to relate to others, build rapport and empathise

  • Able to interpret service users needs

  • Ability to balance supportive approach with professional information providing

  • Ability to work with distressed/emotionally vulnerable service users without becoming personally involved

  • Commitment to equality and diversity principles

  • Be open to regular evaluation and feedback



  • Experience of expatriate life in Spain

  • Experience working with or supporting older and vulnerable people

  • Experience in Customer Service role(s)

  • Tech Savvy (i.e. able to operate cloud based software packages to log tasks and communicate with colleagues)

Your skills and experience.

Apply here!


info@ageinspain.org (for general enquiries)

residency@ageinspain.org (for Spanish residency enquiries)

friendline@ageinspain.org (for the Friendline service)

Residency Helpline and General Enquiries:

+34 932 20 97 41


+34 932 20 93 34

Registered charity number: 597017

CIF G57704363

Correspondence address

C/Can Maçanet 
3 Bajos Izquierda

Palma de Mallorca

07003 Spain

© 2020 Age in Spain. All rights reserved.