Team Leader

Serco Group Plc; Highgate; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Pension scheme

Training courses

Employee assistance program

Wellbeing support

Retail discounts

Volunteer day

Staff networks

Job summary

Serco Group Plc is seeking a Team Leader (Participant Progression) to lead a team of Progression Job Coaches, driving employment outcomes and high-quality service delivery in the Restart programme.

You will coach and manage performance, analyse data, and build strong relationships with internal teams, employers and Jobcentre Plus, while supporting recruitment and development and ensuring contract compliance.

Qualifications

• Experience leading and developing teams in employability or similar customer-focused environments.
• Demonstrable experience of performance management and using data to improve outcomes.
• 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 regular reviews, coaching and development conversations with corrective actions when required.
• Analyse performance data to drive continuous improvement and delivery success.
• 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 and service standards.
• Promote a culture of learning, collaboration, innovation and high performance.

Skills

Leadership

Performance management

Stakeholder relationships

Team coaching

Data analysis

Education

NVQ Level 3 or equivalent

Tools

Microsoft Word

Excel

Outlook

PowerPoint

Job description

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.

Requirements

• 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.

Benefits

• 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