The vacancy
Job Title: Employment Law Advice Team Leader - Member Contact Centre
Location: London - with some travel required.
Salary: £51,500 per annum (plus inner London weighting of £3,255)
Job type: Permanent
Working Pattern: Full time (35 hours)
About Us: Prospect is the trade union of choice for over 157,000 professionals, specialists and managers from across the UK. Our members vary from nuclear physicists and engineers to film directors and cinematographers - with many more in between. For each of these members we provide advice, support, and representation. Join us and you can make a real difference to the lives of working people.
Job Description: As a Team Leader within the Member Contact Centre you'll use your positive attitude, your supervisory experience, and your employment law knowledge to deliver an excellent service to Prospect members.
This role is full of potential as you'll have the chance to be involved in developing new services and to supervise, mentor and develop a team of Helpdesk Advisors. We'll look to you to ensure the Member Contact Centre is providing high quality advice and support to members and to help improve Prospect's overall member service.
This is an exciting career opportunity with customer service at its heart and plenty of room for development.
Knowledge, Skills & Experience
Knowledge & Skills
* Excellent verbal and written communication skills
* Strong knowledge of employment law
* Ability to lead, motivate and develop team members
* Excellent time management and organisation skills
* Excellent interpersonal skills
Experience
* Proven track record of leading a team
* Experience of working in a customer or member service environment
* Experience of working in a regulated/legislative environment
* Experience of monitoring and reporting against SLA's and KPI's
* Familiarity in dealing with complaints/complex queries
* Experience of providing advice and support to customers
* Experience in implementing or managing Contact Centre technology and processes
How to Apply
To apply please select 'Apply now'.
As part of the applications process you will need to complete an application form which will ask for details of your work, education and training history and to complete a supporting statement. Our panel will use the information shared in the application to shortlist so please use the space to demonstrate how your experience, knowledge, skills and personal qualities meet the outlined requirements.
We would recommend reviewing the Role Profile/Job Specification linked at the bottom of this advert.
If you have any questions please contact:
Closing date: NOON, Monday 24th November 2025 (CV's alone will not be accepted)
Interviews will be Tuesday 9th December in the London, Victoria office
Prospect Union is committed to create a diverse environment and is a proud Equal Opportunity Employer. All our applicants will be given careful consideration for employment regardless to race, colour, religion, sex, physical and mental disability, age, citizenship, pregnancy, genetic information, veteran status, gender identity, gender expression, sexual orientation, national origin, and any other protected status.
About us
Prospect is a leading trade union that delivers advice, support, representation and a voice for our members. We are a not-for-profit organisation with over 250 staff helping to support more than 150,000 people in specialist, professional and technical roles across the private and public sectors. The Bectu Sector of Prospect represents both employees and freelancers working in Film, TV, Broadcasting and theatre and live events.
Our members want to get on at work. They work in a diverse range of professions, including energy, science, engineering, heritage, defence, entertainment and digital. As a union for modern working life we aim to get the best deal for our members by using evidence and building partnerships - while never being scared to call employers out when they get things wrong.
Our priorities are to grow our membership through attracting new members and to improve our impact, whether that is helping members win improvements at work or changing the policy environment which affects them.
Diversity is an important value for the trade union movement, and as an organisation we are passionate about promoting equality and equity at work and are committed to it for all our staff; we would be particularly interested in applications from groups that are underrepresented in the workplace.
Prospect is a great place to work - We offer a good work-life balance, flexible working options and offer support for learning and development.
Employee benefits
Up to 33 days annual leave per year.
Annual incremental salary steps until the maximum is reached.
Office closure over the Christmas period.
Contributory defined benefit pension scheme with high employer contribution rate.
Employee Assistance Programme which offers telephone counselling and a website with many useful toolkits.
Eye care voucher scheme and cycle to work scheme.
Access to training to support career development.
Access to Prospect member services benefits including shopping, travel, health and insurance discounts.
Prospect is an equal opportunities employer.
Data protection
Prospect is committed to protecting the privacy of individuals and complying with our obligations under GDPR. Please see the Candidate Applicants' Privacy Notice which explains how Prospect will process and hold your information when you apply for a vacancy and your rights as a data subject.