Team Leader – Migrant Help

Team Leader – Migrant Help

Hours: 37.5 per week (excluding breaks)
Salary: £24,000


Operate on the front line of service delivery within a busy 24/7 contact centre environment working with the national charity Migrant Help supporting vulnerable migrants. Ensuring quality and performance levels meet and exceed expectations on challenging service lines. Work as key management figures with responsibility for the effective daily operations of their team including recruitment, onboarding, training and development activities.

You will be required to:

•To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors
•To coach, develop and motivate the team and monitor their performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with QMS
•To ensure departmental KPI’s are being achieved whilst adhering to SLAs
•To undertake 121’s, meetings, appraisals and to comply with HR procedures in accordance with company policy
•To ensure adequate resources are available to meet customer and contract needs
•Provide support to members of the team where needed
•Pay attention to and respond quickly and appropriately to process changes in relation to the provision of the service ensuring the team are aware and have all up to date information

Main duties and responsibilities

•Setting and meeting performance targets for speed, efficiency, and quality
•Managing the daily running of your team within a busy contact centre environment
•The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery against customer requirements
•Liaising with Supervisors, other Team Leaders, team members, Team Managers, external customers and other colleagues to gather information and resolve issues
•Following the Quality Management System, to improve quality and minimise errors
•Reviewing the performance of staff, identifying training needs and planning training sessions
•Handling complex customer complaints or enquiries
•Overcoming the complex communication challenges created through language barriers with professionalism and integrity to ensure a quality and efficient service provision to all SU’s
•Act as a point of escalation for complaint handling complex service user calls
•Act as a point of escalation for at risk or serious safeguarding call taking into account the challenges faces with language barriers
•Organising staffing, including shift patterns and the planning the number of employees required to meet demand
•Improving performance by raising efficiency
•Where a high number of process changes take place, ensure these are communicated, actioned and support is provided to all Customer Service Advisors where required
•Managing compliance to HR policies for contact centre staff
•Ensuring the office is adequately prepared and organised for the arrival of employees and any visitors
•Reporting findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of employees and the improvement of procedures and policies currently in place
•Lead by example with regards to behaviours acting professionally at all times and driving Connect Assist’s culture
•Operate within and as a driver of a diverse, inclusive and supportive working environment
•Work with the Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment process
•Developing constructive and cooperative working relationships with colleagues
•Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required e.g. PCI, GDPR, ISO 27001, 9001 and 14001

Skills and experience

•Good standard of education
•At least 2 years of experience in a similar role
•Delivering a telephone and / or online based service
•Supervisory experience
•IT literate with full working knowledge of MS Office Suite planning and co-ordinating
•Coaching & developing staff
•Delivering customer focused services
•Excellent communication and interpersonal skills
•Reflection and analytical skills
•Sound decision making


To all Business Management Systems, including but not limited to:

•ISO 9001 Quality Management System
•ISO 14001 Environmental Management System
•ISO 27001 Security Management System


•Private health cash back plan covering costs for dental, optical, chiropody, combined physiotherapy, flu jabs, massage, allergy testing and more.
•24/7 counselling and support helpline
Thrive wellbeing app
24/7 virtual GP appointments
Discounted gym membership
Discounts across a number of online & high street shops

If all of the above sounds like the right challenge for your next role, please submit an application below and if shortlisted a member of the recruitment team will be in touch to invite you to an assessment centre.

As an equal opportunities and disability confident employer we believe diversity brings advantages to our clients, our business and our employees.

We are committed to building an inclusive environment and welcome suitable applications from all

To apply for this job email your details to

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