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Senior Team Manager
2 months ago
Serco Plc is 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.
Key Responsibilities- 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.
- 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.
- 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.
- Evidence of leadership & people management experience, ideally gained within the employability sector.
- Qualified to NVQ Level 3 (or equivalent qualification or experience).
- 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.
- Computer literate (MS Word, Outlook, Excel, PowerPoint).
- 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.
- 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.
