Team Leader

Job Title: Team Leader

Location: Dover

Salary: £34,712

Job Type: Full time, 9 Month Fixed Term (potential for the role to be made permanent or extended)

The Role:

We are looking for Team Leaders 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 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

?What else to expect:

• Our helpline call centre is open Monday to Friday, you will work rotational hours between 8am and 8pm
• This role is based in our call centre in Dover where all relevant training will be delivered, there is the potential for a hybrid working pattern which is reviewed on an individual basis.

About You:

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.

These are some of the benefits we offer:

• Flexibility and work life balance
• Enhanced family friendly provisions
• Additional holiday entitlements
• Perkbox benefits
• Non-contributory pension scheme.

This charity is committed to safeguarding those we provide a service to, applicants will have to undergo strict vetting procedures throughout different stages of the recruitment process.

- This post is subject to a Disclosure and Barring Service (DBS) check

Therefore, the applicant must:

• Be able to provide documents to show their right to work in the UK i.e. passport or other right to work documents such as work visa, settled status document, certificate of registration, naturalization as a British citizen, Biometric Residence Permit etc.
• Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment.

We encourage applications from disabled people by offering them an interview if they meet the minimum criteria for the job.

Closing Date: 2nd June 2024

Please click on the APPLY button to complete the application form for this role.

Candidates with the relevant experience or job titles of: Helpline Supervisor, Support Line, Helpline Manager, Customer Support Line, Crisis Support, Helpline Operations Manager, Support Call Centre Supervisor, Helpline Service may also be considered for this role.