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Team Leader

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360 Resourcing Solutions

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Location:
United Kingdom , Dover

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Category:
Call Center

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Contract Type:
Employment contract

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Salary:

35753.00 GBP / Year
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Job Description:

Part of the Eligibility Advice and Guidance Line (EAGL) team, the Team Leader is a rewarding and supportive role at Migrant Help. You will work consistently to ensure the continuous development of their advisers and ensure that the service is delivered according to procedures and processes which are accurate, professional, and consistent at all times. There is a responsibility to monitor the service in real time and react accordingly, and in a timely manner with emphasis on re-prioritisation of work as necessary.

Job Responsibility:

  • 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

Requirements:

  • Proven leadership experience within a contact centre environment
  • Experience in working with multiple KPI’s and motivating others to meet these targets
  • High attention to detail and working systematically particularly in accurate record keeping and timely records
  • An effective listener and the ability to empathise and show compassion
  • Be able to provide documents to show their right to work in the UK
  • Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment
What 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

Additional Information:

Job Posted:
January 05, 2026

Expiration:
January 05, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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