Advise Line Manager

2 months ago

Dover, United Kingdom Migrant Help Full time

**Job Title**: Central Advisor Hub Manager

**Location**: Dover

**Salary**: £38,631

**Job type**:Permanent Full Time

**Closing Date**: 16
th
August 2023

**About us**:
Migrant Help is a leading charity that has been established for over 50 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.

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.

**The Role**:
We are looking for an **Advice Line Manager - Daily Operations and KPIs** to join our vibrant and committed Helpline team in Dover on a **Permanent**contract.

The Advice Line Manager will provide day to day management of the Team Leaders and to monitor performance of the Eligibility Advice and Guidance Line (EAGL) team. They will focus on staff rotas, allocation of duties and effectiveness of staff performance.

They will monitor demand on the team and work with senior management on continually striving to improve both the teams performance and quality of service.

If you are an effective relationship builder, able to maintain self-discipline and integrity at all times, have demonstrable experience of motivating others to meet KPIs and targets and are looking for an exciting role within an ever-growing, fast paced team, we'd love to hear from you

**Duties and Responsibilities**:

- Manage and oversee the day-to-day operations within the multi-channel and multi-work stream contact centre
- Oversee Training and Recruitment within EAGL, ensuring vacancies are filled without delay and completing regular reviews of the content and delivery of training for all new recruits
- Assess and identify training needs, supporting in the creation if tailored training plans and implanting training plans for all new recruits
- Work strategically, forecasting and future planning to enable you to plan and overcome challenges within the contact centre as a result of changes in demand
- Manage the performance of the team against KPIs through use of MI and data
- Review and assure the KPI data and its quality ahead of submissions each month, addressing trends and ensuring corrective actions taken
- Line manage Team Leaders and support them with any staff management issues
- Monitor and forecast demand and create plans that ensure availability of adequate service provision
- Coach, support and motivate the team members to improve performance and to meet the contractual requirements
- Ensure that a professional, excellent quality and courteous service is provided internally and externally by all staff within your scope of responsibility
- Monitor contractual requirements and KPIS within your scope of responsibility
- To cover for other operational roles at an equivalent level, as required e.g. other Advice Line Managers

About you:
The experience and skills you need:

- Experience working and managing within a contact centre environment
- Ability to work under pressure, deal with deadline and conflicting priorities
- Experience in identifying and assessing training needs, creating tailored training plans, and implementing various training methods to enhance employees' skills and performance
- Ability to source MI and work with the Quality Management System to monitor and manage performance
- Significant experience reviewing and assuring data, to be used for invoicing, volumes and performance

**Benefits**:

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

**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.

  • Escalations Adviser

    5 days ago

    Dover, United Kingdom Migrant Help Full time

    **Job Title**: Escalations Adviser **Location**:Dover (Hybrid) **Salary**: £23,210 increasing to £26,132 after successfully completing probation. **Job type**:Full time, Permanent. Monday - Friday. Multiple roles available. **About us**: Migrant Help is a leading charity that has been established for over 50 years and delivers a range of support and...

  • Helpline Adviser

    1 day ago

    Dover, United Kingdom Migrant Help Full time

    **Job Title**: Helpline Adviser **Location**:Dover (Hybrid) **Salary**:£22,000 - £24,888. **Job type**:Flexible hours. Hybrid role. Full-time, 9 month Fixed-term contract - Potential to be extended. Multiple roles available. **The Company**: Migrant Help is a leading charity that has been established for over 50 years and delivers a range of support...

  • IT 2nd Line Support

    6 days ago

    Dover, United Kingdom Hays Specialist Recruitment Limited Full time

    2nd Line Support, based in Dover. £28-32k DOE 2nd Line Technical Support Currently seeking 2nd line Technician for a role based in Dover, Kent Salary up to £32,000 This varied role will focus on a) user support and b) infrastructure issues, such as server maintenance, firewall settings, installation of a telephone system. Key Responsibilities: - Incident...

  • One You Service Adviser

    3 days ago

    Dover, United Kingdom Kent Community Health NHS Foundation Trust Full time

    Are you looking for a rewarding career path where you can make a difference? If so, KCHFT would like to hear from you! As a Team Adviser/administrator within the Adult Health Improvement Central Access Team, you’re the first point of contact for our clients. When our clients contact our service, you’ll be the voice at the end of the line. It’ll be up...

  • Modern Slavery Victim Care Accommodation Adviser

    7 days ago

    Dover, United Kingdom Migrant Help Full time

    **Job Title**: Modern Slavery Victim Care Accommodation Adviser **Location**:Dover **Salary**: £27,275 Increasing to £31,059 following successful completion of a 6 months probation period **Job type**:Permanent **The Company**: Migrant Help is a leading charity that has been established for over 50 years and delivers a range of support and advice...

  • Helpline Adviser Hybrid Excellent training

    2 weeks ago

    Dover, United Kingdom Office Angels Full time

    If you're seeking a role where you can really make a difference and support vulnerable people then we have the perfect opportunity for you. You'll receive excellent training from the Trainer who said "It's genuinely a Great place to work" and a Recruiting Manager who said they "like making a difference and supporting people with the process as well as...

  • Team Manager

    4 days ago

    Dover, United Kingdom Migrant Help Full time

    Job Title: Team Manager - Modern Slavery Victim CareLocation: Dover (Hybrid)Salary: £40,563 per annumJob Type: Full time, PermanentClosing Date: 13th June 2024We are currently looking for a Team Manager to join our compassionate and dedicated Modern Slavery and Victim Care (MSVC) team, on a permanent contract.The successful candidate will be an effective...

  • Team Leader

    7 days ago

    Dover, United Kingdom Migrant Help Full time

    Job Title: Team LeaderLocation: DoverSalary: £34,712Job 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...

  • Deputy Home Manager

    2 weeks ago

    Dover, United Kingdom Elysium Healthcare Full time

    Move your career forward by joining the team at Felbriggas a Deputy Manager and help people with a learning disability and/or autism to build a brighter future. You will work  9.00 to 16.00pm   37.5 hours per week, working 7.5 hours a day with shift patterns of 7am-14.30pm and 14.00pm-21.30pm, at  Felbrigg House, where you will provide support to...

  • Head of Health, Safety

    1 month ago

    Dover, United Kingdom DP World Full time

    **We are recruiting for a Head of Health, Safety & Security to direct, lead, manage and develop Health, Safety and Security across P&O Ferries Division Holdings (Group) that reduces incidents, drives continuous improvement and mitigates operational risks. others.** **The role will require travel to P&O Ferries ports and vessels.** **About the role**: The...

  • Team Leader

    5 days ago

    Dover, Kent, United Kingdom BluetownOnline Ltd Full time €34,712

    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...

  • Mooring Hand

    6 days ago

    Dover, United Kingdom OCS Group Full time

    **About The Role**:. Working at the Docks of Dover. Casual Workers required for Rotating shifts between Monday and Sunday 7.00am - 7.00pm or 7.00pm -7.00am Various working hours - Depending on business needs Your main aim will be to support the Port operation in the securing and letting go of vessels harboring within the Port of Dover as well as...

  • Team Leader

    7 days ago

    Dover, Kent, United Kingdom BluetownOnline Ltd Full time €34,712

    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...

  • Personal Advisor

    5 hours ago

    Dover, United Kingdom Kent County Council Full time

    Advert **Personal Adviser - Thistley Hill** **Location - **Thistley Hill. Dover Do you have what it takes to build positive and beneficial relationships with young individuals? Would you like to improve the outcomes for care experienced young people? Would you like to support young people to build bright and stable futures for themselves? Would you like...

  • Head of Health, Safety

    1 month ago

    Dover, United Kingdom DP World Australia Full time

    We are recruiting for a Head of Health, Safety & Security to direct, lead, manage and develop Health, Safety and Security across P&O Ferries Division Holdings (Group) that reduces incidents, drives continuous improvement and mitigates operational risks. others. The role will require travel to P&O Ferries ports and vessels. About the role: The role...

  • Port Health Team Leader

    6 days ago

    Dover, United Kingdom Dover District Council Full time

    **TO APPLY PLEASE VISIT THE DOVER DISTRICT COUNCIL WEBSITE, APPLICATIONS RECIEVED DIRECTLY FROM INDEED WILL NOT BE REVIEWED.** **DOVER DISTRICT COUNCIL** **JOB PROFILE** **IDENTIFYING FACTS** **Post Title**:Port Health Team Leader** **Responsible to: Port Health & Public Protection Manager** **Grade: E** **JOB PURPOSE** Manage and develop a...

  • Business Development Manager

    1 month ago

    Dover, United Kingdom Hawk 3 Talent Solutions Full time

    **Are you an experienced Business Development Manager, with a proven track record of success within areas of Haulage, Logistics, Cargo and Supply Chain ? Job Purpose** The role will be working within the Commercial team as a Business Development Manager, you will be based out of the operation in Dover. Reporting to the Head of Business Development. the...

  • Digital Marketing Manager

    2 months ago

    Dover, United Kingdom DP World Australia Full time

    Join a vibrant and digital-led marketing team to deliver direct digital growth for the P&O Passenger Business. The successful candidate will have knowledge of the entire digital marketing mix, with excellent communication skills and the ability to optimise digital channels in response to passenger needs.  The Digital Marketing Manager will be responsible...

  • Senior ER/HR Advisor

    2 weeks ago

    Dover, United Kingdom KM4 Group Full time

    KM4HR are recruiting a strong ER/HR Advisor to act in a consultative role, fostering relationships with a number of clients operating in the education sector, providing comprehensive HR support. Travel in and around the East London area 3 days per week (on average) will be required. Daily Responsibilities will include: Providing advice to management on...

  • Safety Manager

    4 days ago

    Dover, United Kingdom Port of Dover Full time

    The Port of Dover is closing the gap every day between the UK and the world by connecting trade, travel, visitors and communities locally-globally, collaborating with local and international partners to create a more seamless, sustainable and tech-enabled port. As the UK's busiest international ferry port and a vital gateway for the movement of people and...