Location: Dover Hybrid Contract: 9 month fixed term (with potential to be extended or made permanent) Salary: £35,753 Closing Date: 5 January 2026 The role 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. 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! Role responsibilities 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 Maintain up to date records ensuring that service deadlines and guidance are met, auditing and reviewing processes and scripts where appropriate Liaise with other Team Leaders, Advice Line Managers and the Head of Advice Line to ensure that client and service requirements are met on a day-to-day basis by delivering an effective service, notifying any changes and trends with consideration to the KPI’S and proposing corrective actions when required Work with the Advice Line Managers to plan the staff rota, opening and closing the centre and overseeing the workflow for each team ensuring that this is managed appropriately Take inbound calls, complete IA Referrals and escalate urgent cases as part of your daily duties as and when necessary The experience and skills you need 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 For full person specification please see the job description Migrant Help 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 therefore: This post is subject to a Disclosure and Barring Service (DBS) check therefore applicants must: Be able to provide documents to show their right to work in the UK (such as Passport, work visa, settled status document, certificate of registration, naturalisation 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 About Migrant Help Migrant Help is a leading charity that has been established for over 60 years and delivers a range of support and advice services to migrants across the UK. Our vision is for a global society that protects vulnerable migrants, treats them with respect and enables them to reach their full potential. At Migrant Help, we foster a culture in which equality, diversity and inclusion are recognised, valued and encouraged. It doesn’t matter who you are or where you come from, we match your skills with the needs of our organisation. As long as you share our values, vision and goals. 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. We place a high value on employees in relation to the work that they do and the benefits the organisation offers, with an ethos of being a Great Place to Work. 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 E mployees 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. How to apply To apply for this role, please click on the 'use this link to apply' button and complete the online application form attaching a copy of your CV and cover letter. Selection Criteria Y our application will be assessed against the job description and person specification, which can be found via the above link, we therefore recommend you review both before you apply. We encourage applications from disabled people by offering them an interview if they meet the minimum criteria for the job Please note this vacancy may close early depending on applications received As part of your role, it is important you operate within Migrant Help’s values: Protection, Diversity, Equality, Partnership, Innovation and Excellence. Migrant Help is proud to be an equal opportunities employer.