Team Leader - Restart

Serco are currently recruiting for a Team Leader to join our team in Birmingham City Centre. The main purpose of the role is to manage, motivate and lead a small team of Participant Progression Job Coaches within Serco's Restart Scheme delivery sites, under the guidance and supervision of the Operations Manager. Supporting the team to deliver consistently on their primary objectives; understanding the Participant and planning effectively to provide targeted support, delivering against their action plan to progress the Participant towards work, and supporting Participants into work. Nurturing and developing a team to create a culture of high performance, exceptional quality of service and high levels of compliance, optimising delivery across their sub-team of Job Coaches., The Team Leader (Participant Progression) will be responsible for the effective performance management of the Job Coaches reporting directly to them. This includes ensuring that all actions are taken to deliver the required KPIs and Customer Service Standards as well as completing effective performance reviews with Participant Engagement Job Coaches, setting appropriate actions and assessing performance against all personal success measures.,

• Lead and manage successful delivery of key Performance Indicators, SLA's & Customer Service Standards by their assigned Participant Progression Job Coaches.


• Lead a small team, setting and meeting challenging targets and providing effective performance management, including the proactive management of under-performance.


• Support the Operations Manager with the development and continuous improvement of their delivery site.


• Ensure compliance with contractual requirements across their team.


• Promote development and training across their team, and address capability gaps to increase the overall performance of the team.


• Understand system-generated reports and interpret contract performance data to ensure team effectiveness.


• Identify and report on risks and issues as appropriate, supporting the Operations Manager with the resolution of operational and performance issues as they arise.


• Encourage team members to commit to a practice of continuous improvement and the sharing of best practice among the Serco network.


• Assist with the recruitment, onboarding and ongoing development of new Job Coaches.


• Build effective and productive collaborative relationships with the wider Restart team based on three key factors for success: mutual trust and understanding, openness and excellent communications, and a joint approach to managing delivery.


• Support the CPA with attendance at, and input to, the DWP's Contract Performance Reviews.


• Act as the first point of resolution within Serco's complaints handling protocols, listening to participants' complaints and identifying and facilitating solutions, or further escalating unresolved issues.


• Undertake such additional duties as may be reasonably required, commensurate with the level of responsibility within the area.
  
  Evidence of leadership & people management experience, ideally gained within the employability sector.


• Qualified to NVQ Level 3 (or equivalent qualification or experience).


• Demonstrable experience of employability programmes and operations.


• High level of personal organisation and time management skills.


• Experience of understanding and using management information to drive performance.


• Experience of carrying out effective performance and development reviews.


• Experience of recruiting and onboarding staff desirable.


• Ability to effectively communicate at all levels, using a variety of communication methods (spoken, written, behaviour).


• Proven ability to build collaborative internal and external relationships.


• Computer literate (MS Word, Outlook, Excel, PowerPoint).
  
  At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.


• Up to 6% contributory pension scheme


• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health Plans, Annual Leave Purchase Scheme and more


• Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts


• A fantastic culture and supportive team where you'll get the chance to make a positive difference in a company passionate about diversity and inclusion


• Serco discounts which include cinema, merlin entertainment and online shopping discounts and discounts on mobile phone plans and leisure centre memberships.


• Interesting and enjoyable work


• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities


• Up to 25 days annual leave plus bank holidays