Performance Manager

Reporting to the Delivery Manager the Performance Manager is responsible for leading and driving a team to achieve all performance and quality targets whilst ensuring an exceptional service to our customers throughout their entire journey. Inspiring others through your leadership skills and capability to enhance team and participant positive outcomes. We are seeking an experienced, performance-driven leader who is confident in leading and mentoring a team at our flagship office to achieve KPIs and objectives. An agile and flexible problem solver who is able to track and measure performance whilst continuously looking for innovative solutions to the way we operate. Your Responsibilities

• Lead, motivate, develop and performance manage the team to continuously improve and increase their capability and deliver against quality, performance/ sales targets.
• Ensure customer service standards are understood and observed by your team to ensure all participants are provided with the same high standard of service that maximises their chances of securing sustainable employment.
• Undertake regular caseload reviews and daily coaching with the team, prioritising those who are underperforming so that all individuals have the support and capability to deliver key performance indicators (KPIs)
• Manage day to day contact with key stakeholders at a local level, maintaining a positive working relationship to ensure we receive sufficient customer flows to deliver according to service level agreements.
• Drive growth of our business through the pro-active sales activity, the development of employer accounts and opportunities to provide commercial services to employers.
  
  Able to embrace our company values which are Kindness, Respect, Integrity, and Innovation.
• Demonstrable ability of being driven, proactive and passionate about providing an exceptional service delivery through your team.
• Extensive leadership experience of managing a team in a customer facing, target driven environment.
• Ability to understand and decipher key financial drivers from the P&L.
• Knowledge of Employment Legislation and Equality, Diversity, and Inclusion.
• Knowledge and experience of the employability sector and local labour market.
• NVQ Level 5 in Management & Leadership or similar Leadership qualification.
  
  Fedcap is a not-for-profit organisation committed to improving people's economic wellbeing. Delivering a range of employability programmes and services, we passionately believe that good work is part of a healthy life. In the past five years, we've supported more than 35,000 people across the UK back into work, helping families get out of poverty and improving their quality of life. We're part of The Fedcap Group, a pioneering US-charity formed in 1935., People are always the focus of what we do at Fedcap. And our people are dedicated to inspiring confidence in our customers so they can believe in themselves and a better life for their families. They're hard working and focused on delivering for our customers because they care and understand the important role they play in their customers' journeys to a more secure, healthier and happier life. Driven by our strong values and sense of purpose, our inspiring people have formed a diverse and inclusive community.
Your Benefits As well as receiving dedicated health and wellbeing support, including access to our 24/7 employee assistance programme for you and your family, we'll provide you with very clear stages of accredited development and learning. Not only that, we offer a wide range of benefits including:
• Minimum 33 days' holiday entitlement and a pension contribution up to 5%
• Monthly benefits scheme worth up to an additional £500
• Free life assurance cover, totalling four times your annual salary
• And much more
Equality, Diversity, and Inclusion Fedcap Employment is committed to applying equal opportunities at all stages of recruitment and selection, in line with its Equality, Diversity and Inclusion policy in addition to our duty under the Equality Act 2010 to have due regard to the need to eliminate discrimination; to advance equality of opportunity. Fedcap Employment is a Disability Confident Leader employer and as such, any candidate with a disability will not be excluded unless the candidate is unable to perform a duty intrinsic to the role, having considered reasonable adjustments. Reasonable adjustments to the recruitment process will be made to ensure that no applicant is disadvantaged because of their disability.