Team Leader

Migrant Help; Dover; On-site; GBP 36,000; Full time

Job summary

Migrant Help is seeking a Team Leader for their Dover call centre on a 9-month fixed-term contract. The successful candidate will oversee helpline operations, support advisers, and ensure compliance with service standards. This role offers a competitive salary of £35,753 per annum, along with benefits such as enhanced leave and a non-contributory pension scheme.

Benefits

Flexible working hours

Enhanced family friendly provisions

Extra annual leave

Option to buy or sell annual leave

Access to employee rewards platform

Wellbeing support

Non-contributory pension scheme

Qualifications

• Substantial experience in coaching and developing others.
• Experience with multiple KPIs and motivating teams.
• Exceptional verbal and written communication skills.

Responsibilities

• Ensure smooth running of the Helpline and manage adviser queries.
• Assist with complex safeguarding cases and monitor compliance.
• Motivate the team and provide timely feedback to improve skills.

Skills

Coaching

Communication

Empathy

Motivation

Networking

Job description

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 until 1 December 2025 (with potential to be extended or made permanent). There will be a potential for the role to be made permanent or extended. In return, you will receive a competitive salary of £35,753 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 people affected by displacement and exploitation across the UK. Our vision is for a global society that protects vulnerable people, 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:

Part of the Eligibility, Advice and Guidance (EAGL) team, the Tier 2 Team Leader is a dynamic and supportive role at Migrant Help. 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. Those seeking asylum can come to us for help with applying for accommodation and financial support, reporting issues with asylum accommodation, and any other advice needed during their asylum journey. You will work as part this rapidly expanding and passionate team to undertake the excellent and fulfilling work of supporting individuals and families who are seeking asylum in the UK.

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:

• Substantial experience of coaching, developing and managing others in their work
• Experience in working with multiple KPI’s and motivating others to meet these targets
• Skilled at working under pressure and meeting deadlines
• Ability to network with both internal and external stakeholders
• Exceptional verbal and written communication skills
• An effective listener and the ability to empathise and show

These are some of the benefits we offer:

• Our working week is 35 hours per week offering flexibility and work life balance
• Enhanced family friendly provisions
• Employees will gain an extra day annual leave per year to a maximum of 39 days, including bank holidays (pro-rata).
• Option to buy or sell up to 5 days of annual leave
• Access to Perkbox, an employee rewards and benefits platform with over 9,000 deals and discounts, a range of free perks, employee wellbeing support and other additional employee benefits and recognitions.
• Wellbeing support.
• Migrant Help offers employees a non-contributory pension scheme Migrant Help pays 8% worth of employee salary into the pension scheme.

Closing Date: 2nd June 2025

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