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Part of the Business Support team, the Business Support Team Manager is a supportive and rewarding role at Migrant Help. You will provide day to day management of the team and will directly manage and coach the Business Support Team Leaders, with experience managing at department level. You will bring a wealth of experience in capacity and work force planning, data analysis and report writing. Experience is needed in managing multiple tasks with conflicting priorities and a pro-active approach towards managing change and improving administrative, reporting and data processes in line with any requirements as determined by the AIRE Senior Leadership Team / Heads of Service. You will need experience in managing and leading a fully remote team of 30+ staff, keeping them motivated, maintaining positive engagement, a positive working environment and high morale. There is an expectation to be able to attend our Dover Office a minimum of once per month.
Job Responsibility:
Effective planning of tasks and work allocation within the team against 30+ duties of various sizes and with conflicting priorities and deadlines
Create and complete analysis on various performance data reports and present this to the senior leads for the team
Use data to inform decisions and performance management
Managing a fully remote team, encouraging engagement, keeping them motivated and maintaining high morale
Act as the main point of contact for administrative support and contract delivery requirements within AIRE
Be the lead contact and point of escalation for administrative, reporting and data related queries and resolution
To manage, develop and coach Escalation Advisers, Reports Administrator and Business Support Team (BST) Leaders
Managing change, bringing in new ideas, innovations and developing new ways of working to manage tasks within the team
Delegate administrative tasks within the team and development of work plans and rotas to ensure that all tasks are completed to deadline
To make sure all reports, complaints and data requests are completed accurately and within contract/organisation timescales
Manage the end to end processing of complaints within the service
Lead on recruiting and inducting of staff within the Business Support Team
Work with Quality team for admin process audits, implement audit recommendations, mitigations or opportunities for improvement
Conduct regular team meetings to ensure that the team is kept up to date with changes in policy and law that effect the delivery of service
Motivate the team to work effectively and to a high standard, inspiring a positive attitude to client service and continuous improvement
Participate in all mandatory training and development and respond flexibly to provide cover for other operational activities
Ensure all staff development requirements are met within agreed time scales, through supervision and appraisal process (SAA) and training matrix kept up to date
Requirements:
Demonstrable experience in work force planning and capacity planning/management
Demonstrable experience in data analysis and report writing
Demonstrable experience in managing at department level
Experience in managing conflicting priorities, multiple tasks and high profile deadlines
Experience in managing a fully remote team
Excellent self-organisational skills with a pro-active approach
What we offer:
35 hours per week offering flexibility and work life balance
Enhanced family friendly provisions
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
Wellbeing support
Non-contributory pension scheme (Migrant Help pays 8% worth of employee salary into the pension scheme)