Performance Team Leader

Job content

POST: Performance Team Leader

HOURS: 37.5 hours per week

LOCATION: Worthing

SALARY: £30,000 per annum

ANNUAL LEAVE: 25 days + 8 bank holiday days paid holiday

INTRODUCTION TO WHITEHEAD-ROSS EDUCATION

Whitehead-Ross Education is an education and social welfare organisation. Founded in 2012, we deliver a variety of high-quality skills-related programmes and social services provision.

Our programmes include support for unemployed individuals to retrain and secure jobs, vocational training programmes, adult education and social services provision such as support for families who have children with disabilities and parenting support.

With a workforce of 118 staff and still expanding, between 1st August 2022 and 30th July 2023, we supported a total of 3,568 participants across our programmes in Cornwall, Dorset, South Wales, Sussex, Wiltshire and Worcestershire. Since we started in 2012, we have now supported 11,493 individuals!

Our existing clients include local authorities, the Department for Work and Pensions and Education & Skills Funding Agency.

PRIMARY JOB FUNCTION

The Restart scheme gives individuals who have been out of work enhanced support to find jobs in their local area. The programme is designed to break down any employability barriers that could be holding them back from finding work. Restart referrals provide up to 12 months of tailored support for each participant. By working with employers, local government, and other partners we deliver tailored support for individuals into gaining sustainable employment.

You will lead a team of Work Coaches to support jobseekers who are using our service, whilst also working directly with a caseload of customers to achieve results and support our participants into sustainable employment. We are looking for energetic people who can inspire others and make a positive impact on our customers’ futures.

We are looking for an individual who has experience of supervising teams in a customer focused targeted role, who has excellent coaching/influencing skills and the ability to show a high level of understanding and motivation. If you have previous experience of successfully working on programmes to support unemployed individuals back into work, we would particularly be interested to hear from you.

Reporting to the Operations Manager the Performance Team Leader is responsible for leading and driving a team to achieve all performance and quality targets and ensure the delivery service meets the needs of the participating individuals. Inspiring others through leading by example and capability to enhance team and participant positive outcomes.

RESPONSIBILITIES

• Lead, motivate and develop the team to continuously improve and increase their capability and deliver against quality, performance/ sales targets.
• Ensure customer service standards are understood and observed by your team to ensure all participants are provided with the same high standard of service that maximises their chances of securing sustainable employment.
• Undertake regular caseload reviews with the team, prioritising those who are underperforming so that all individuals have the support and capability to deliver key performance indicators.
• Ensure the team maintain paperwork and participant records to ensure the customer journey is documented in accordance with our quality standards.
• Maintain a good understanding of the local labour market.
• Deliver performance against agreed KPIs.
• Identify and secure suitable job vacancies for jobseekers to apply for.
• Be committed to supporting people to reach their goals.
• Adhere to customer service standards to ensure all customers are receiving a consistent service.
• Support the Operations Manager to prepare for contract review meetings as required.

This is an outline job description designed to give an overview of the responsibilities of the role. We expect the job holder will work flexibly, responding to organisational need and changes as they occur.

PERSON SPECIFICATION

Experience and Qualifications

Essential:

• Ability to embrace our company values which are working together to achieve, integrity & respect, putting the participants at the heart of what we do and partnering for success.
• Demonstrable ability of being driven, proactive and passionate about providing an exceptional service delivery through your team.
• Extensive leadership experience of managing a team in a customer facing, target driven environment.
• Ability to understand and decipher key financial drivers from the P&L.
• Understanding of Employer’s needs, experience of training needs analysis and organisational needs analysis, translating these in to fit for purpose programmes and services.
• Knowledge of Employment Legislation and Equality, Diversity, and Inclusion

Desirable:

• Knowledge and experience of the employability sector and local labour market.
• NVQ Level 5 in Management & Leadership or similar Leadership qualification.

Attitude and Behaviours

• Flexible approach to change, innovation and progress in the work environment.
• High standard of diplomacy, integrity and reliability.
• An energetic approach to delivery
• Open minded and able to embrace change
• Willingness and ability to work occasional unsociable hours when required
• A positive assertive attitude to all aspects of work and development
• Professional, confident and compassionate approach to work
• Resilient with the ability to work under pressure
• Willingness to learn new skills and undertake further study related to role
• Confidence and self-awareness of own limitations and professional boundaries

Other

• Clean driving license and access to own car
• You will require an Enhanced DBS Disclosure for this role, which the Company will pay for

Job Types: Full-time, Permanent

Pay: £30,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Employee discount
• Free fitness classes
• Free flu jabs
• Health & wellbeing programme
• Sick pay

Schedule:

• Monday to Friday

Work Location: In person