Some positives and negatives - werkgeversreview Team Leader bij Migrant Help

Worked 8 hr shifts between 0800-2000hrs, usually 0800-1600hrs and 1200-2000hrs. As a Team Leader every day was different and my team I managed were enthusiastic and helpful/ The culture of targets there is understandable as working to KPIs for the Home Office for which they receive a lot of funding through contracts. Working in the EAGL department there was the usual call centre expectations and time monitoring. My line manager was approachable and the Head of Centre (who has now left) was very supportive . The workload is too high in particular for Team Leaders and causes a lot of stress. It also results in doing unpaid work on both evenings and weekends in order to try to keep up with everything that is expected. . This noticeably became worse when Team Leaders were expected to do an hour of inbound each day, this just conflicted with other things which were also a priority such as dealing with complaints. It also sadly felt that other departments looked down upon EAGL, an example when clarifying feedback from another department (Submissions) I received the curt and rude reply "Ask your manager". That was it and I think that is incredibly unprofessional. Another example of this is a feedback log between EAGL and Submissions, I was under the impression that feedback should be two way, sadly in this case it felt like continual criticism of EAGL advisors who are under immense pressure. There is a very high turnover of staff and this needs to be dealt with urgently. Along with giving the trainers the time to get on with training rather than being pulled continually away to other tasks. This is not fair on the training staff and not fair on new employees. The Hardest part of the job was the keeping up with the competing demands and workload - the workforce has grown exponentially at Migrant Help other the last few years, and it doesn't feel like the processes have been updated in order to accommodate it. The positive thing about the role was helping someone in genuine need. - Pros Location for travel, No Night Shifts other than on call for volunteers, Non Contributory Pension