Job Title: Central Advisor Hub Manager
Location: Dover
Salary: £38,631
Job type: Permanent Full Time
Closing Date: 16th August 2023
About us:
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.
The Role:
We are looking for an Advice Line Manager – Daily Operations and KPIs to join our vibrant and committed Helpline team in Dover on a Permanent contract.
The successful candidate will be an accountable and influential leader, have proven experience motivating a diverse team be able to deliver and exceed challenging performance goals, drive excellence across the team whilst maintaining a strong people management focus and be passionate about protecting our vulnerable clients
The Advice Line Manager will provide day to day management of the Team Leaders and to monitor performance of the Eligibility Advice and Guidance Line (EAGL) team. They will focus on staff rotas, allocation of duties and effectiveness of staff performance.
They will monitor demand on the team and work with senior management on continually striving to improve both the teams performance and quality of service.
If you are an effective relationship builder, able to maintain self-discipline and integrity at all times, have demonstrable experience of motivating others to meet KPIs and targets and are looking for an exciting role within an ever-growing, fast paced team, we’d love to hear from you!
Duties and Responsibilities:
- Manage and oversee the day-to-day operations within the multi-channel and multi-work stream contact centre
- Oversee Training and Recruitment within EAGL, ensuring vacancies are filled without delay and completing regular reviews of the content and delivery of training for all new recruits
- Assess and identify training needs, supporting in the creation if tailored training plans and implanting training plans for all new recruits
- Work strategically, forecasting and future planning to enable you to plan and overcome challenges within the contact centre as a result of changes in demand
- Manage the performance of the team against KPIs through use of MI and data
- Review and assure the KPI data and its quality ahead of submissions each month, addressing trends and ensuring corrective actions taken
- Line manage Team Leaders and support them with any staff management issues
- Monitor and forecast demand and create plans that ensure availability of adequate service provision
- Coach, support and motivate the team members to improve performance and to meet the contractual requirements
- Ensure that a professional, excellent quality and courteous service is provided internally and externally by all staff within your scope of responsibility
- Monitor contractual requirements and KPIS within your scope of responsibility
- To cover for other operational roles at an equivalent level, as required e.g. other Advice Line Managers
About you:
The experience and skills you need:
- Experience working and managing within a contact centre environment
- Ability to work under pressure, deal with deadline and conflicting priorities
- Experience in identifying and assessing training needs, creating tailored training plans, and implementing various training methods to enhance employees’ skills and performance
- Ability to source MI and work with the Quality Management System to monitor and manage performance
- Significant experience reviewing and assuring data, to be used for invoicing, volumes and performance
Benefits:
- Flexibility and work life balance
- Enhanced family friendly provisions
- Additional holiday entitlements
- Perkbox benefits
- Non-contributory pension scheme.
Please click on the APPLY button to complete the application form for this role.
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.
Candidates with the experience or relevant job titles of; Client Advisor, Client Advisor, Senior Advisor, Enquiries Advisor, Enquiries Executive, Client Team Enquiries, Customer Services Executive, Client Service, Customer Service Executive, Customer Services, Customer Assistant, Customer Aid, Customer Service Consultant, Customer Service Representative, Customer Advisor, Customer Support, Customer Service Advisor, Customer Services Officer will also be considered for this role.
