Team Leader

Shepherdswell, Kent
MIGRANT HELP

Migrant Help have an exciting opportunity to recruit a Team Leader to join our call centre in Dover on a 9 month fixed-term contract. There will be a potential for the role to be made permanent or extended. In return, you will receive a competitive salary of £34,712 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 migrants across the UK. Our vision is for a global society that protects migrants, 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 Team Leader role:

The Helpline plays an integral part in the charities work with the Home Office; providing advice, guidance, and support via the telephone and webchat helpline services. This service operates in a fast-paced setting, dealing with varied queries about asylum support effectively and efficiently. The Team Leader provides supervision and support for a team of Advisers on the Eligibility, Advice and Guidance Line (EAGL). They will ensure that quality standards are met and, where possible, exceeded.

You will work as part of our vibrant and committed Helpline 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.

The successful candidate will have a exceptional attention to detail, have demonstrable experience motivating a team, and have a high level of resilience which is key when supporting our vulnerable clients.

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!

Key responsibilities of our Team Leader:

• Undertake department specific duties to ensure smooth running of the Helpline, including answering adviser s queries, monitoring relevant inboxes and reacting to changes in service demand, delegating work appropriately and ensuring delivery of service
• Assist advisers with complex safeguarding cases from our most vulnerable clients who have and are experiencing displacement, exploitation and significant trauma and raising concerns with the relevant authorities
• Motivate the team to work effectively and to a high standard, monitoring compliance in line with all applicable and regulatory requirements, polices and processes by completing supervision meetings, 1-2-1s, call reviews, team briefings and appraisals
• Effectively manage change and lead by example
• Prioritise duties and responsibilities with the agility to manage conflicting tasks
• Continuously support advisers to reach their full potential, providing timely feedback and effective coaching to improve skills, increase efficiency and identify any gaps in training and development needs. Ensure mandatory training is kept up to date
• Monitor performance to ensure that target guidelines are achieved, working collaboratively to achieve organisational targets and KPI s using supportive framework when required
• Absence manage attendance in accordance with our absence management policy

? What else to expect:

• We work in a supportive environment, providing in-depth training on regulatory standards and Migrant Help procedures and policies as well as committing to the Office of the Immigration Services Commissioner (OISC) good practice
• Our helpline call centre is open Monday to Friday, you will work rotational hours between 8am and 8pm
• This role is based in our call centre in Dover where all relevant training will be delivered, there is the potential for a hybrid working pattern which is reviewed on an individual basis.

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.

Closing Date: 18th October 2024

If you are interested in becoming our new Team Leader , please click ‘APPLY‘ today. We look forward to hearing from you!