Progression Job Coach

Serco Limited; Coventry; On-site; GBP 30,000; Full time

Job summary

A leading service provider is looking for a Progression Job Coach in Coventry to manage a caseload of unemployed customers on the Restart scheme. The role involves conducting needs assessments, creating action plans, and providing personalized coaching to help participants secure sustainable employment. The ideal candidate will have proven coaching experience, empathy, and strong interpersonal skills, and will be committed to supporting individuals through their employment journey, alongside comprehensive benefits including up to 25 days holiday and training opportunities.

Benefits

Up to 25 days holiday plus bank holidays

Health and wellbeing programs

Employee Assistance Programme

Training and development opportunities

Qualifications

• Proven experience in coaching, influencing, or supporting individuals to achieve goals.
• Excellent interpersonal and teamwork skills.
• Ability to manage workload and prioritize effectively.

Responsibilities

• Manage a personal caseload, supporting Participants to find employment.
• Engage with employers to create job opportunities.
• Conduct regular assessments of Participant needs.

Skills

Coaching skills

Empathy

Interpersonal skills

IT skills (Word, Excel, Outlook, PowerPoint)

Prioritization skills

Attention to detail

Education

Level 3 IAG qualification or willingness to achieve

Job description

Location - Coventry, CV1 5DR

Salary - £ 30,000.00 per annum + Excellent Serco Benefits

Full-time, 37.5 hours per week across Monday to Friday, Office Hours.

The purpose of the Progression Job Coach role is to proactively manage a caseload of unemployed customers on the Restart scheme, guiding them through a 12‑month, end‑to‑end journey towards sustained employment. You will carry out Needs Assessments, create tailored Action Plans, remove barriers to work, and provide personalised coaching, motivation, and practical support to help Participants secure and sustain employment. This role is critical to the success of the Restart scheme, ensuring every individual receives the guidance, encouragement, and opportunity they need to move closer to the labour market and into work.

About the Role

As part of a revised Restart Operating Model, participant support is being delivered through two specialist teams: Participant Progression (active Participants) and Participant Engagement (disengaged and in‑work Participants). We are recruiting dedicated Progression Job Coaches with the professional skills, motivation, and resilience needed to provide purposeful, proactive management of the Participant journey.

Reporting to the Operations Manager, you will collaborate closely with colleagues across Employer Engagement, Partnership Engagement, and Quality & Compliance to ensure excellent service, strong performance, and full adherence to Customer Service Standards (CSS).

Key Accountabilities

• Achieve personal performance targets, KPIs and Customer Service Standards.
• Conduct regular assessments of Participant needs and create development plans leading to sustainable work.
• Manage a personal caseload, using coaching strategies to build confidence, skills, and motivation.
• Deliver practical job‑search support, including CV writing, application guidance, interview preparation, and confidence building.
• Proactively support Participants in finding work and match them with suitable employment opportunities.
• Engage with employers to create job opportunities and provide a bridge between employers and Participants.
• Offer flexible, responsive support and connect Participants with specialist provision, internal resources and wraparound services as needed.
• Maintain accurate and comprehensive Participant records.
• Ensure compliance with the Delivery Assurance Framework and meet all CSS requirements.
• Work collaboratively to maintain service continuity during periods of staff absence.
• Undertake any other reasonable duties in line with the role.

Essential Skills, Knowledge & Qualifications

• Proven experience in coaching, influencing, or supporting individuals to achieve goals.
• Empathy and a genuine desire to make a difference.
• Ideally, experience in IAG, teaching, or the employability sector.
• Background in a performance‑driven environment.
• Level 3 IAG, education qualification, or willingness to work towards this.
• Understanding of local job markets and recruitment.
• Strong IT skills (Word, Outlook, Excel, PowerPoint).
• Excellent interpersonal and teamwork skills.
• Ability to manage workload, prioritise effectively, and work both independently and collaboratively.
• High attention to detail and commitment to quality.
• Demonstrable integrity, values, and ethical standards.

Additional Requirements

• Willingness to travel locally within the delivery area.
• Commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults.
• All staff in employability delivery may be required to undertake an enhanced DBS check.

What we offer:

• Holidays: Up to 25 days plus bank holidays
• Training and development: A wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Health and wellbeing: 24/7 Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco‑managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax‑free, through our Payroll Giving Scheme.