Team Leader - Welfare Rights

Team Leader – Cancer Information & Support
Contract type: Fixed Term (12 months parental leave cover)
Full time: 34.5 hours a week (1 FTE)
Location: Home-based
Salary range: £35,500 - £39,500. Please note that we typically offer at the start of the range, unless candidates demonstrate exceptional skills and experience. 

Are you an experienced team leader with a passion for delivering exceptional support services? Or someone who can demonstrate they are ready for that step up? Do you thrive in a busy contact centre environment where coaching and developing others is at the heart of what you do?

We’re looking for a Team Leader who can guide and motivate a dedicated team of advisers in our Welfare Rights Team to support people living with and affected by cancer.

If you’re driven by making a real impact and have the skills and experience/desire to lead a high‑performing team, this could be the perfect opportunity for you.

About us

At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.

Our new organisational strategy sets out how we’ll fight even harder to make every pound raised count for even more. With your help, we’ll transform cancer care for good.

About the role

As a Team Leader within our Welfare Rights Team, you will play a crucial part in leading and supporting a team of up to 10 advisers who provide essential support and information to people living with and affected by cancer.

This is an impactful role at the heart of our Macmillan Support Line. You will be responsible for motivating, coaching and developing your team to deliver the highest quality service across multiple channels. You’ll monitor day‑to‑day activity within the virtual contact centre, ensure KPIs are met, and maintain a visible presence to offer guidance, expertise and support.

The role is both rewarding and challenging. Our advisers handle sensitive and sometimes emotionally difficult conversations, and you will help ensure they feel well‑supported, resilient and empowered to provide exceptional care. You’ll bring welfare benefits knowledge, or be ready to gain that knowledge quickly, to support the team with advice aspects of the role.

You’ll also work collaboratively with multidisciplinary teams and use insight, feedback and best practice to drive continuous improvement in how we support people living with cancer.

Shift patterns

Our Welfare Rights Team specifically is available Mon-Fri 8am to 6pm, excluding public holidays.

To cover our service and opening hours, you will be required to work a shift pattern that covers these hours. A 30min unpaid lunch is included in this rotation.

Additional requirements

• All candidates are subject to a criminal records check for this role. This cost will be covered by Macmillan and all disclosures must be declared prior to the check.
• This role requires a private, quiet home workspace where calls cannot be overheard.
• You must have a stable home broadband connection with a minimum speed of 50 Mbps download and 10 Mbps upload (higher speeds may be needed depending on system access and telephony requirements).

About you

The successful candidate will demonstrate:

• Previous experience in customer service within a contact centre environment
• Knowledge and experience of customer relationship management
• Knowledge and experience of people management, or a clear desire to learn, including staff development and performance management.
• Communication, coaching, mentoring and presentation skills.
• Knowledge and understanding of key contact centre operations legislation, such as data protection and confidentiality.
• Ability to work collaboratively across teams and manage performance towards defined quality and impact outcomes.

In return, we offer a range of benefits including:

• 25 days holiday plus flexible bank holiday options, increasing by 1 day each year of service up to 30 days
• Pension matched up to 7.5%
• 120+ learning and development offers, including access to professional qualifications
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more

Recruitment process

Application deadline: 23:59 on Wednesday 29th April
Interview dates: Online interviews will be held on w/c 11th May (exact dates TBC)

We may close applications early depending on application volume, so we encourage you to apply as soon as possible.

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed.

So we can support you to be at your best during the application or interview process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice and reasonable adjustments. 

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.