Location: Dover

Contract: Permanent

Hours:35 Hours per week

Salary: £33,948

Increasing to £35,231 following successful completion of a 6 month probation period

Closing Date: 12 August 2022


About Migrant Help:


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 are looking for an Advice Line Manager - Daily Operations and KPIs to join our Helpline in Dover on a Permanent contract.

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:

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


The Role:


You will work as part of a vibrant and committed telephone 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 helpline service.

The scope of this role is to contribute to the overall success of our organisation, providing day to day management of the Pod 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.

The post holder will maintain and develop excellent working relationships and procedures to improve the quality of the service provided to the Migrant Help and Connect Assist teams, the Home Office, Accommodation Partners, voluntary sector partners and local stakeholder groups, statutory bodies and strategic partners. They will work to ensure the continuous development of the role and ensure that the service is delivered accurately, professionally and consistently. National travel is required as the post holder will be expected to attend scheduled meetings with key partners and stakeholders, as well as meetings to attend to arising matters. There is a requirement that the post holder will monitor and meet KPIs by use of data, identifying trends and the ongoing services and react accordingly, and in a timely manner to changing needs with resultant re-prioritisation of his or her work as necessary. 



Duties and Responsibilities:

  • Manage and oversee the day-to-day operations within the multi-channel and multi-work stream contact centre
  • ​Work strategically, forecasting and future planning to enable you to plan and overcome challenges within the contact centre changes in demand
  • Manage the performance of the team against Key Performance Indicators (KPI) through use of Management Information 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 Pod Leaders and support them with any staff management issues
  • ​Monitor and forecast demand and subsequently create plans that ensure availability of adequate service provision
  • Coach, support and motivate the team members to improve performance, ensuring we 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
  • Cover for other operational roles at an equivalent level, as required e.g. other EAGL managers



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.

Right to Work in the UK

In addition to being able to provide documents to show their right to work in the UK ie 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.

This post is also subject to;

- DBS Check
- Counter Terrorist Check (CTC)
- Suitable candidate must be OISC registered or have the willingness to work towards OISC qualification.


For CTC application applicant must:


- Be able to provide a valid passport eg. 10 year full British passport, EU or non-EU Passport with indefinite leave to remain

- Be able to provide continuous UK address history for the previous 5 years

- Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment

All ID documents must show current address

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


See the job description for full person specification.



How to apply

To apply for this role please click on this link and complete the online application form attaching a copy of your CV and cover letter.

Selection Criteria


Your 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.

Interview Details


If you have been selected for an interview, you will be invited to a Microsoft Teams interview.

Closing Date: 12 August 2022




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