Progression Job Coach

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

Job summary

A prominent UK service provider is seeking a Progression Job Coach in West Bromwich. This role requires managing a caseload of unemployed individuals on the Restart scheme, offering tailored coaching and support to help them find sustainable employment. Key responsibilities include conducting needs assessments, creating action plans, and engaging with employers. The ideal candidate will possess strong coaching and communication skills and be able to motivate participants towards job readiness. A full-time position with excellent benefits is offered.

Benefits

Excellent Serco Benefits

Qualifications

• Experience in managing caseloads of unemployed clients.
• Ability to conduct needs assessments and create development plans.
• Strong communication skills to engage with participants and employers.

Responsibilities

• Proactively manage a caseload of unemployed customers.
• Guide participants through a 12-month journey towards employment.
• Conduct participant needs assessments and create tailored action plans.
• Provide job-search support including CV writing and interview preparation.
• Engage with employers to create job opportunities.

Skills

Coaching

Communication

Empathy

Problem-solving

Job description

Progression Job Coach

Location - West Bromwich, B70 8GS

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

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

About the Role

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.

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.