Location: Dover (Hybrid) Contract: 6 months fixed term (with potential to be extended or made permanent) Salary: £34,712 Closing Date: 4 April 2025 The role Part of the Eligibility Advice and Guidance Line (EAGL) team, the Training and Recruitment Team Leader is a supportive and rewarding role at Migrant Help. You will lead in the training of all new staff members within the Eligibility, Advice and Guidance Line (EAGL) and provide additional training, coaching and support to existing EAGL contact centre staff. You will ensure that quality standards are met and, where possible, exceeded. You will also work with approved employment agencies, universities and colleges to support recruitment and develop ongoing relationships with key partners and establishments. If you have demonstrable experience supporting and developing others, with the ability to create and deliver engaging material, and are looking for an exciting role that makes a difference, we’d love to hear from you Role responsibilities Lead in the recruitment of new staff within the contact centre by working closely with the People & Culture team to ensure best practice and aligned ways of working. To ensure vacancies are filled with the right people at the right time, you will pilot recruitment campaigns to attract qualified candidates to apply for available positions within the EAGL contact centre. To work closely with colleagues in People & Culture to ensure pre-employment checks for all new starters within the EAGL team are completed in a timely fashion. To plan robust and efficient training schedules for all staff, including completing all Department training whilst also arranging inductions with other departments and contract leads within Migrant Help, as well as working together with the OD Team (People & Culture) for support and guidance on best practice. In collaboration with the Guidance Manager, you will formulate guidance to monitor trends in the service and disseminate promptly to the EAGL team. To monitor and analyse feedback received, track trends in adviser queries and work with the EAGL Team Leaders, Advice Line Managers and Head of Advice Line to identify training gaps within the team and provide relevant support. To work with the Head of Resource Planning to schedule all required e-learning and refresher courses are completed within deadlines. To create training materials including presentations, videos and other resources for staff to refer to when needed, and conducting refresher and drop in sessions for all advisers to support learning. Motivate the team to work effectively and to a high standard, inspiring a positive attitude to client service and continuous improvement. Support with adviser queries while on calls, ensuring that all team members provide a professional, responsive and courteous service to all clients and staff, both internal and external. Liaise with the Advice Line Managers to ensure that the required staff development is met within agreed time scales through additional coaching and training. Informing Team Leaders of any relevant changes to policy and law affecting delivery of service. Maintain up to date records on ELLIS within service deadlines and guidance. Audit and review processes and scripts, to ensure that the day to day working of the advice meets agreed service standards and targets. Review processes and procedures as and when required, ensuring compliance with Migrant Help’s policies and procedures and current legislations. To support in the monitoring and assurance of KPI data to identify trends to direct coaching and additional training. The experience and skills you need Worked in a high-pressure environment with conflicting priorities while meeting tight deadlines Involved in supporting, developing and managing others in their work Trained and coached staff to a high level both remotely and face to face. A demonstrable ability to communicate effectively both in writing and verbally, including well developed letter writing skills Ability to explain complicated information to trainees and clients including the use of an interpreter 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.