Team Leader – Eligibility, Advice and Guidance Line

Job Title: Team Leader – Eligibility, Advice and Guidance Line

Salary: £33,059 per annum

Location: Dover

Job Type: 9 Month Fixed Term, Full Time

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 Role:

We are looking for 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.

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 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 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
• 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 by delivering an effective service, notifying any changes and trends with consideration to the KPI’S and proposing corrective actions when required
• 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

How to apply

To apply for this role, please click on the ‘use this link to apply’ button and complete the online application form attaching a copy of your CV and cover letter.

Closing Date: 21st January 2024

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of: Social Worker, Senior Outreach Worker, Charity Support Worker, Support Assistant, Charity Outreach Support Worker, Social Worker, Support Worker, Enabler, Social Carer, Care Management, Support Coordinator, Care Manager, Support Manager, Social Care Coordinator, Youth Social Worker, Guidance Councillor, Young Persons Advisor, Youth Worker, Youth Support, Support Assistant may also be considered.