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 currently looking for a Training and Recruitment Supervisor/Pod Leader to join our team on a 12 Months Fixed term Contract with potential to made permanent. The role is based in our Dover office and most of the training will be done face to face, however an element of homeworking is an available option.
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.

About the role:
The scope of this role is to contribute to the overall success of our organisation in accordance with Migrant Help’s visions, values and objectives. The Supervisor/Pod Leader will lead in the training of all new staff members within the organisations Helpline contact centre team. Complete refresher training with existing staff and will work with local agencies, Universities and Colleges to support recruitment. The post-holder will ensure that quality standards are met and, where possible, exceeded. They will work consistently to ensure the continuous development of the role and ensure that the service is delivered according to procedures and processes which are accurate, professional and consistent at all times. There is a requirement that the post holder will monitor the service and react accordingly, in a timely manner, to changing needs with resultant re-prioritisation of his or her work as necessary.

Main Duties & Responsibilities:

• To work with the HR lead in the recruitment of new staff, working with local agencies, Universities and Colleges to promote the role and organisation to ensure vacancies are filled quickly.

• To work with HR to ensure pre-employment checks for all new Helpline staff are completed efficiently to enable quick start dates.

• To plan robust and efficient training schedules for all new staff, completing all necessary training while also arranging inductions with other departments and contract leads within Migrant Help.

• To monitor trends within the service, working with relevant Managers to put together guidance to be trained out to all staff quickly and efficiently.

• To work with the Helpline management team to identify training gaps for individuals and providing support through training and coaching.

• To create training materials including presentations, videos and other resources for staff to refer to when needed

• To support the Helpline team, being flexible and assisting with the running of the department during periods of ad hoc absence (i.e. leave and sickness).

• To monitor e-learning completion dates and ensure refreshers and new courses are scheduled in and completed ahead of deadlines.

• Liaise with Helpline management team to ensure that client and service requirements are met on a day-to-day basis.

• To understand and deliver an effective service, with consideration to the departments targets and proposing corrective actions when required

• To manage a group of staff during the induction training period, ensuring they are fully equipped to take on the role when handing over to their Supervisor/Pod Leader.

• Motivate the team to work effectively and to a high standard, inspiring a positive attitude to client service and continuous improvement.

• To take calls, complete ASF1s and other duties as part of your daily duties

• Ensure that Advisers are accurate, concise and follow agreed scripts and good practice processes as required.

• Ensure that all team members provide a professional, responsive and courteous service to all clients and staff, both internal and external. Liaising with the Advice Line Managers to ensure that all staff development requirements are met within agreed time scales and ensure that the teams are kept up to date with changes in policy and law that affect the delivery of the service.

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.

Special Requirements:
- This post is subject to an Enhanced Disclosure and Barring Service (DBS) Check.
- This post is subject to a Counter Terrorism 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 candidates by offering them an interview if they meet the minimum criteria for the job

Please see our website for full person specification