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Job Title: Team Leader

Location: Dover

Salary: £33,059

Job type: Full-time, 9 month Fixed-Term contract – potential to be made permanent or extended.

The Company:

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.

The Candidate:

The successful candidate will be people focussed and proactive, have demonstrable experience of supporting, developing and managing others in their work and be passionate about protecting our vulnerable clients.

If you are an excellent communicator, have proven experience of motivating others to meet targets and are looking for an exciting role within a ever-growing, fast paced team, we’d love to hear from you!

The Role:

We are currently looking for a Team Leader to join our vibrant and committed EAGL team, on a Fixed Term Contract. There will be a potential for the role to be made permanent or be extended.

The Post Holder will provide supervision and support to a Team of Advisers. The post-holder will ensure that quality standards are met and, where possible, exceeded. The successful candidate will work consistently to ensure the continuous development of the role and ensure that the service is delivered according to procedures and processes which are accurate, professional and consistent at all times. The post holder will monitor the service and react accordingly, and in a timely manner to changing needs with resultant re-prioritisation of their work as necessary.

Duties and responsibilities:

  • Be part of the Team Leader team supervising the Eligibility, Advice and Guidance Line, delegating work appropriately and ensuring delivery of service. This includes planning cover and ad hoc absence (i.e. leave and sickness) and ensuring that this is managed appropriately and recorded accurately
  • Undertake department specific duties to ensure smooth running of the Helpline, including answering adviser’s queries, monitoring performance and relevant inboxes
  • Investigate and respond professionally to Complaints made by Service Users and Third Parties, within the KPI timeframe
  • Take calls, complete IA Referrals and escalate urgent cases as part of your daily duties
  • Ensure that all team members provide a professional, responsive and courteous service to all clients and staff, both internal and external. Liaising with the Advice Line Managers to ensure that all staff development requirements are met within agreed time scales and ensure that the Teams are kept up to date with changes in policy and law that affect the delivery of the service
  • Motivate the Team to work effectively and to a high standard, inspiring a positive attitude to client service and continuous improvement
  • Monitor their Team to ensure that Advisers follow agreed processes and meet the quality standards, whilst coaching their team to improve their skills and identify any gaps in training/development needs
  • Liaise with other Team Leaders, Advice Line Managers and the Head of Advice Line to ensure that client and service requirements are met on a day-to-day basis
  • Audit and review processes and scripts, to ensure that the day to day working of the Helpline meets agreed service standards and targets
  • Report to the Advice Line Managers any changes in trends and the impact on client service delivery in good time, working to secure resolution as necessary
  • Work with the Advice Line Managers to plan the staff rota and the work flow for each team
  • Maintain up to date records on ELLIS within service deadlines and guidance
  • Ensure adherence to Data Protection regulations, GDPR and the Staff Code of Conduct for yourself and Team members
  • Be responsible, on a rota system for opening or closing the Advice Centre in line with management requirements

Experience and skills:

  • Demonstrable supervisory experience
  • Excellent organisational skills with the ability to work under pressure, both individually and in a team
  • Have high attention to detail and ability to problem solve
  • Clear and precise written and oral communication skills, including well developed letter writing.
  • Excellent computer skills including Word, Excel and databases; particularly in making and keeping accurate and timely records

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.

Candidates with the relevant experience or job titles of: Helpline Supervisor, 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.

How can we help?
How can we help?

If you have any questions and you would rather chat to a member of our team please email or call us about this role.

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