Team Leader

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). 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. 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 charity's 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 of 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, policies 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 KPIs using supportive framework when required.
• 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 KPIs 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 understanding.

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.