Job Title: Tier 1 Team Leader
Location: Dover
Salary: £33,059 per annum
Job type: Full time, 9 Month Fixed Term
Closing Date: 16th October 2023
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.
The Role:
We are looking for a Tier 1 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.
The successful candidate will have an 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.
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.
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 Tier 1 Team Leader your duties would include:
- 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
- Investigate and respond professionally to complaints made by Service Users and Third Parties, within the KPI timeframe
- Maintain up to date records ensuring that service deadlines and guidance are met, auditing and reviewing processes and scripts where appropriate
- Work with the Advice Line Managers to plan the staff rota, opening and closing the centre and overseeing the workflow for each team ensuring that this is managed appropriately
- Take inbound calls, complete IA Referrals and escalate urgent cases as part of your daily duties as and when necessary
What else to expect:
- We work in a supportive environment, providing in-depth training on regulatory standards and Migrant Help procedures and policies
- 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
Please click on the APPLY button to complete the application form for this role.
Candidates with the experience or relevant job titles of; Customer Team Manager, Customer Service Manager, Helpline Supervisor, Charity Manager, Support Line, Helpline Manager, Customer Support Line, Crisis Support, Helpline Operations Manager, Support Call Centre Supervisor, Helpline Service may also be considered for this role.
