Performance Manager

Fedcap Employment; Burnley; On-site; GBP 36,000 - 41,000; Full time

Job summary

Fedcap Employment is seeking a Performance Manager to lead a team in Burnley, ensuring high performance and quality standards in service delivery. The role involves motivating staff, managing stakeholder relationships, and driving business growth through proactive sales activities. A competitive salary and benefits are offered, along with opportunities for personal and professional development.

Benefits

Learning and development opportunities

Competitive salary plus bonus

Pension 5% matched

Health and wellbeing support

Flexible working options

Family friendly policies

Cycle to work scheme

Laptop and mobile phone for every employee

Qualifications

• Demonstrable ability to provide exceptional service delivery.
• Extensive leadership experience in a customer-facing environment.
• Understanding of Employer's needs and training needs analysis.

Responsibilities

• Lead and develop the team to achieve performance targets.
• Ensure high customer service standards are maintained.
• Manage relationships with key stakeholders.

Skills

Leadership

Customer Service

Problem Solving

Coaching & Developing

Commercial Acumen

Education

NVQ Level 5 in Management & Leadership

Job description

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Job Description

Who We Are

Fedcap Employment (part of The Fedcap Group) is a not-for-profit organisation delivering employability solutions across a range of UK contracts through a blend of local frontline professional teams. Our services are more vital than ever before to individuals and their wider communities as we tackle unemployment rates and community engagement head on.

Our Vision

A world where people believe in themselves.

Our Mission

To improve people's economic wellbeing.

Our Values

Kindness: Be KIND to each other, treat all those around you the way you would like to be treated.
Respect: Always be RESPECTFUL to each other, our customers, partners, stakeholders, and funders - we are dedicated to exceptional service.
Integrity: Act with INTEGRITY - always be open and honest in our dealings with all people and stakeholders.
Innovation: Be INNOVATIVE - always try to do things better, to look for new solutions that improve our services to customers

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 and ensure the delivery service meets the needs of the participating individuals. Inspiring others through your leadership skills and capability to enhance team and participant positive outcomes.

Location: On-site in Burnley (BB11 1NN )

Salary: £36,000 - £41,000

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 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 (SLAs).
• Contribute to the development of the overall employer policy to ensure that sales are recognised and addressed as a part of those policies and longer-term targets are achievable.
• Drive growth of our business through the proactive sales activity, the development of employer accounts and opportunities to provide commercial services to employers.
• Ensure the team maintain paperwork and participant records to ensure the customer journey is documented in accordance with our quality standards.

Your Skills and Experience

• Ability 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.
• Understanding of Employer's needs, experience of training needs analysis (TNAs) and organisational needs analysis (ONAs), translating these in to fit-for-purpose programmes and services.

Desirable

• 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.

Key Competencies:

• Integrity
• Leadership
• Results focused
• Commercial acumen
• Problem solving
• Coaching & developing.

Here's what makes Fedcap a rewarding career

• A real opportunity to make a genuine social difference
• An inclusive and supportive culture
• Learning and development opportunities to help you grow from day one (including a two-week induction and the opportunity of an Institute of Employability Professionals (IEP) qualification for all employees)
• Competitive benchmarked salary plus additional bonus and recognition schemes
• £500 a year to spend with your choice of over 900 retailers
• Pension 5% matched and free life cover (4 x salary)
• Health and wellbeing support with an internal Wellbeing Team and our Employee Assistance Programme (including 24/7 telephone support, counselling, legal and financial information, mindfulness, digital gym)
• Supporting your work/ life fit through a range of flexible working options, 33 days annual leave, buy/ sell holiday scheme, no bank holiday or weekend working!
• Family friendly policies including enhanced maternity and paternity pay
• A cycle to work scheme that is open all year long!
• Laptop and mobile phone for every employee!

Additional information

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.

Disability Confident Employer

Fedcap is a recognised Disability Confident Leader with commitments to aim to recruit, retain and develop disabled people within the company. We encourage applications from people with disabilities and will offer to support with reasonable adjustments where required.

Veterans and Service Personnel

Fedcap is positive about employing veterans and service personnel spouses or family members as part of our commitment to upholding principles of the Armed Forces Covenant.

Advert expiry: If you are interested in the position we recommend applying at your earliest convenience. Fedcap reserves the right to withdraw a job advertisement at any time.

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 delivers employability solutions across the UK to build communities through a blend of local frontline professional teams and like-minded supply chain partners, using innovative and tested ideas developed both locally and internationally.

Our service is designed to give each individual the best opportunity according to his/her abilities and needs. Our programs provide targeted employment supports to a range of underserved groups, including single parents, people who were previously incarcerated and individuals with health, mental health and/or substance use conditions.

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

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