Performance Manager

Fedcap Group; Basingstoke; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic Performance Manager to lead their flagship office in Basingstoke. This role involves inspiring a team to achieve performance targets while delivering exceptional service to customers. You will leverage your leadership skills to foster a positive environment and drive growth through innovative solutions. Join a passionate organization dedicated to improving lives and making a meaningful impact in the community. This role offers opportunities for professional development and a supportive work culture that values kindness, respect, and integrity.

Benefits

Minimum 33 days’ holiday entitlement

Pension contribution up to 5%

Monthly benefits scheme worth up to £500

Free life assurance cover

Qualifications

• Extensive leadership experience in a customer-facing environment.
• Proven ability to drive performance and achieve targets.

Responsibilities

• Lead and motivate the team to improve performance and achieve targets.
• Ensure high customer service standards are maintained.

Skills

Leadership

Customer Service

Performance Management

Sales Development

Employment Legislation Knowledge

Equality, Diversity, and Inclusion Knowledge

Education

NVQ Level 5 in Management & Leadership

Job description

Location: Office-based in Basingstoke (RG21 4HG), Mon-Fri (9-5pm)

Who We Are

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.

Your Role

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

1. Lead, motivate, develop, and performance manage the team to continuously improve and increase their capability and deliver against quality, performance/sales targets.
2. Ensure customer service standards are understood and observed by your team to ensure all participants receive the same high standard of service that maximises their chances of securing sustainable employment.
3. 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 KPIs.
4. Manage day-to-day contact with key stakeholders at a local level, maintaining positive working relationships to ensure sufficient customer flows to deliver according to service level agreements.
5. Drive growth of our business through proactive sales activity, development of employer accounts, and opportunities to provide commercial services to employers.

Your Skills & Experience

1. Able to embrace our company values: Kindness, Respect, Integrity, and Innovation.
2. Proven ability to be driven, proactive, and passionate about providing exceptional service delivery through your team.
3. Extensive leadership experience managing a team in a customer-facing, target-driven environment.
4. Ability to understand and interpret key financial drivers from the P&L.
5. Knowledge of Employment Legislation and Equality, Diversity, and Inclusion.
6. Knowledge and experience of the employability sector and local labour market.
7. NVQ Level 5 in Management & Leadership or a similar leadership qualification.

Our Inspiring People

People are always the focus of what we do at Fedcap. 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 hardworking 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.

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 clear stages of accredited development and learning. We also offer a wide range of benefits including:

• Minimum 33 days’ holiday entitlement and a pension contribution of up to 5%
• Monthly benefits scheme worth up to an additional £500
• Free life assurance cover, totaling 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, and our duty under the Equality Act 2010 to eliminate discrimination and promote equality of opportunity.

Fedcap Employment is a Disability Confident Leader employer. Candidates with a disability will not be excluded unless unable to perform a duty intrinsic to the role, even after considering reasonable adjustments. Reasonable adjustments to the recruitment process will be made to ensure no applicant is disadvantaged because of their disability.

INDHP

About Us

Mission: To create opportunities for people by designing and delivering innovative, sustainable solutions and creating measurable changes for those who are socially disadvantaged.

Fedcap Employment and Fedcap Employment Scotland deliver employability solutions across the UK, building communities through a blend of local frontline professional teams and like-minded supply chain partners, utilizing innovative and tested ideas developed both locally and internationally.

Our service is designed to give each individual the best opportunity according to their abilities and needs. Our programs provide targeted employment support to underserved groups, including single parents, previously incarcerated individuals, and those with health, mental health, and substance use conditions.

Fedcap Employment and Fedcap Employment Scotland joined The Fedcap Group in 2018.

Website: http://www.fedcapemployment.org/

• Location: Keypoint Suites, 3.3-3.10, Slough, SL1 1DY, GB