Team Leader-Restart

Serco; Coventry; On-site; GBP 25,000 - 40,000; Full time

Job summary

An established industry player is seeking a dedicated Team Leader to inspire and guide a team of Job Coaches. This role is pivotal in driving performance and ensuring compliance within the Restart Scheme. You will be responsible for managing KPIs, fostering a culture of high performance, and supporting team development. The position offers opportunities for professional growth and a supportive environment that values diversity and inclusion. If you are passionate about empowering others and making a difference, this role is perfect for you.

Benefits

Contributory pension scheme

Employee Assistance Programme

Discounts on attractions and mobile plans

Opportunities for professional development

25 days annual leave plus bank holidays

Qualifications

• Evidence of leadership and people management experience, ideally in employability.
• Strong organizational and time management skills.

Responsibilities

• Lead and manage delivery of KPIs, SLAs, and Customer Service Standards.
• Support the development and continuous improvement at their delivery site.

Skills

Leadership

People Management

Organizational Skills

Time Management

Communication Skills

Performance Management

Education

NVQ Level 3 or equivalent

Job description

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Serco is currently recruiting for a Team Leader to join our team in Coventry. The main purpose of the role is to manage, motivate, and lead a small team of Participant Progression Job Coaches within Serco’s Restart Scheme delivery sites, under the guidance and supervision of the Operations Manager. The role involves supporting the team to deliver on their primary objectives, understanding and planning for Participants, providing targeted support, and helping Participants into work. The role also focuses on nurturing and developing the team to foster a culture of high performance, quality, and compliance, thereby optimizing delivery.

The Team Leader (Participant Progression) will be responsible for the effective performance management of their reporting Job Coaches, including ensuring KPI and Customer Service Standards are met, and conducting performance reviews with the team members.

Key Accountabilities

1. Lead and manage delivery of KPIs, SLAs, and Customer Service Standards by their team.
2. Set and meet challenging targets, manage performance proactively, including under-performance.
3. Support the development and continuous improvement at their delivery site.
4. Ensure team compliance with contractual requirements.
5. Promote training and address capability gaps to improve team performance.
6. Interpret system reports and performance data to enhance effectiveness.
7. Identify risks and issues, supporting their resolution with the Operations Manager.
8. Encourage continuous improvement and sharing of best practices.
9. Assist in recruitment, onboarding, and ongoing development of staff.
10. Build collaborative relationships within the Restart team and with external partners.
11. Support contract performance reviews with the DWP.
12. Handle participant complaints, escalating as necessary.
13. Undertake additional duties as required.

What I need to do the role?

• Evidence of leadership and people management experience, ideally in employability.
• Qualified to NVQ Level 3 or equivalent.
• Experience with employability programs and operations.
• Strong organizational and time management skills.
• Ability to use management information to drive performance.
• Experience conducting performance reviews.
• Recruitment and onboarding experience is desirable.
• Effective communication skills at all levels.
• Ability to build internal and external relationships.
• The role is office-based and may require travel between sites.

Serco is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. All staff may be subject to an enhanced DBS check.

What we offer

• Up to 6% contributory pension scheme
• A range of benefits supporting health and wellbeing, including Employee Assistance Programme, discounts, and more.
• Access to discounts on attractions, mobile plans, cinema, and leisure.
• A supportive team and culture committed to diversity and inclusion.
• Opportunities for professional and personal development.
• Up to 25 days annual leave plus bank holidays.

About Serco

Serco delivers essential public services worldwide, including defense, transport, justice, and healthcare. We value diversity, innovation, and continuous improvement.

Joining Serco means being part of a global network supporting diversity through Employee Networks like SercoInspire, SercoEmbrace, SercoUnlimited, and In@Serco.

Apply

Please click the apply button to submit your application. Early applications are encouraged as the closing date may be moved forward if there is a high volume of applications.

Serco is committed to diversity and inclusion, supporting flexible working and reasonable adjustments. We are a Disability Confident Leader and Gold Standard employer. Disabled applicants meeting the minimum criteria will be given opportunities to demonstrate their abilities at interview. For assistance, contact 0345 010 4000.

We also support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge. Contact our recruitment team to discuss.