Team Leader

Serco Limited; Birmingham; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

25 days’ holiday plus bank holidays

Up to 6% contributory pension scheme

Internal courses and qualifications

Employee Assistance Programme

Job summary

Serco Limited in Birmingham is seeking a Team Leader (Participant Progression) to lead a team of Progression Job Coaches in the Restart programme. You’ll drive performance, coach staff and ensure high-quality service delivery to help participants overcome barriers to employment and achieve long-term goals.

You will monitor performance, manage data, build strong relationships with employers and Jobcentre Plus, and support recruitment and development.

Qualifications

• Experience leading, managing and developing teams in a customer-focused environment.
• Ability to use data to drive improvements in outcomes and performance.
• Qualified to NVQ Level 3 or equivalent qualification, experience or knowledge.

Responsibilities

• Lead, motivate and support a team of Progression Job Coaches to achieve KPIs such as job starts, first earnings and outcomes.
• Monitor team performance through reviews, coaching and development conversations and take corrective actions.
• Analyse performance data and MI to drive continuous improvement and delivery.
• Build relationships with internal teams, partners, employers and Jobcentre Plus to support progression.
• Support recruitment, onboarding and development activities for new colleagues.
• Ensure compliance with contractual requirements, customer service standards and policies.
• Promote a culture of learning, collaboration, innovation and high performance.

Skills

Team leadership

Performance management

Data analysis

Stakeholder relationship management

Recruitment & onboarding

Policy & compliance

People development

Education

NVQ Level 3 or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft PowerPoint

Job description

Location: Birmingham, B5 4UA Salary: Band 5 / £35,000 per annum plus excellent benefits Schedule: Full-time

Ready to impact a better future?

As a Team Leader (Participant Progression) in our Restart team, you'll lead and support a team of Progression Job Coaches, helping people move closer to sustainable employment and positive outcomes. Through effective leadership, coaching and performance management, you'll ensure high-quality service delivery while making a meaningful difference to individuals and communities.

Our work touches lives every day. In this role, you'll create a positive impact on communities by helping participants overcome barriers to employment and achieve lasting career goals. You'll develop and empower your team to deliver excellent customer service, drive performance and create impactful solutions that support growth, trust and opportunity for those who need it most.

What you'll do as a Team Leader (Participant Progression)

• Lead, motivate and support a team of Progression Job Coaches to achieve key performance indicators, including job starts, first earnings and job outcomes.
• Monitor team performance through regular reviews, coaching and development conversations, implementing corrective actions where required.
• Analyse performance data and management information to drive continuous improvement and successful delivery outcomes.
• Build effective relationships with internal teams, partners, employers and Jobcentre Plus to support participant progression.
• Support recruitment, onboarding and development activities for new colleagues.
• Ensure compliance with contractual requirements, customer service standards and organisational policies.
• Promote a culture of learning, collaboration, innovation and high performance across the team.

Does this sound like you?

• Experience leading, managing and developing teams, ideally within employability, welfare-to-work or a similar customer-focused environment.
• Demonstrable experience of performance management and using data to improve outcomes.
• Qualified to NVQ Level 3 or equivalent qualification, experience or knowledge.
• Strong organisational skills with the ability to manage priorities effectively.
• Excellent communication and relationship-building skills with a wide range of stakeholders.
• Proficient in Microsoft Word, Excel, Outlook and PowerPoint.
• Committed to continuous improvement, high standards of quality and supporting colleague development.

What we offer

• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting and checks:

This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements may apply for certain levels of clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.

Proud member of the Disability Confident employer scheme

Team Leader

Company: Serco Limited Salary: £35000-35000 per annum Hours: Full-time Location: Birmingham, B5 4UA Job type: Permanent Posting date: 5 Nov 2026 Closing date: 19 Nov 2026

Summary

Serco Limited

Location: Birmingham, B5 4UA Salary: Band 5 / £35,000 per annum plus excellent benefits Schedule: Full-time

Ready to impact a better future?

As a Team Leader (Participant Progression) in our Restart team, you'll lead and support a team of Progression Job Coaches, helping people move closer to sustainable employment and positive outcomes. Through effective leadership, coaching and performance management, you'll ensure high-quality service delivery while making a meaningful difference to individuals and communities.

Our work touches lives every day. In this role, you'll create a positive impact on communities by helping participants overcome barriers to employment and achieve lasting career goals. You'll develop and empower your team to deliver excellent customer service, drive performance and create impactful solutions that support growth, trust and opportunity for those who need it most.

What you'll do as a Team Leader (Participant Progression)

• Lead, motivate and support a team of Progression Job Coaches to achieve key performance indicators, including job starts, first earnings and job outcomes.
• Monitor team performance through regular reviews, coaching and development conversations, implementing corrective actions where required.
• Analyse performance data and management information to drive continuous improvement and successful delivery outcomes.
• Build effective relationships with internal teams, partners, employers and Jobcentre Plus to support participant progression.
• Support recruitment, onboarding and development activities for new colleagues.
• Ensure compliance with contractual requirements, customer service standards and organisational policies.
• Promote a culture of learning, collaboration, innovation and high performance across the team.

Does this sound like you?

• Experience leading, managing and developing teams, ideally within employability, welfare-to-work or a similar customer-focused environment.
• Demonstrable experience of performance management and using data to improve outcomes.
• Qualified to NVQ Level 3 or equivalent qualification, experience or knowledge.
• Strong organisational skills with the ability to manage priorities effectively.
• Excellent communication and relationship-building skills with a wide range of stakeholders.
• Proficient in Microsoft Word, Excel, Outlook and PowerPoint.
• Committed to continuous improvement, high standards of quality and supporting colleague development.

What we offer

• 25 days’ holiday plus bank holidays
• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting and checks:

This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements may apply for certain levels of clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.