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Team Leader – Restart
Birmingham City Centre
Full Time, Permanent
Competitive Salary + Benefits
Serco are currently recruiting for a Team Leader to join our team in Birmingham City Centre. 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. Supporting the team to deliver consistently on their primary objectives; understanding the Participant and planning effectively to provide targeted support, delivering against their action plan to progress the Participant towards work, and supporting Participants into work. Nurturing and developing a team to create a culture of high performance, exceptional quality of service and high levels of compliance, optimising delivery across their sub-team of Job Coaches.
The Team Leader (Participant Progression) will be responsible for the effective performance management of the Job Coaches reporting directly to them. This includes ensuring that all actions are taken to deliver the required KPIs and Customer Service Standards as well as completing effective performance reviews with Participant Engagement Job Coaches, setting appropriate actions and assessing performance against all personal success measures.
Key Accountabilities
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Lead and manage successful delivery of key Performance Indicators, SLA’s & Customer Service Standards by their assigned Participant Progression Job Coaches.
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Lead a small team, setting and meeting challenging targets and providing effective performance management, including the proactive management of under-performance.
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Support the Operations Manager with the development and continuous improvement of their delivery site.
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Ensure compliance with contractual requirements across their team.
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Promote development and training across their team, and address capability gaps to increase the overall performance of the team.
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Understand system-generated reports and interpret contract performance data to ensure team effectiveness.
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Identify and report on risks and issues as appropriate, supporting the Operations Manager with the resolution of operational and performance issues as they arise.
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Encourage team members to commit to a practice of continuous improvement and the sharing of best practice among the Serco network.
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Assist with the recruitment, onboarding and ongoing development of new Job Coaches.
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Build effective and productive collaborative relationships with the wider Restart team based on three key factors for success: mutual trust and understanding, openness and excellent communications, and a joint approach to managing delivery.
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Support the CPA with attendance at, and input to, the DWP’s Contract Performance Reviews.
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Act as the first point of resolution within Serco’s complaints handling protocols, listening to participants’ complaints and identifying and facilitating solutions, or further escalating unresolved issues.
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Undertake such additional duties as may be reasonably required, commensurate with the level of responsibility within the area.
What I need to do the role?
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Evidence of leadership & people management experience, ideally gained within the employability sector.
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Qualified to NVQ Level 3 (or equivalent qualification or experience).
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Demonstrable experience of employability programmes and operations.
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High level of personal organisation and time management skills.
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Experience of understanding and using management information to drive performance.
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Experience of carrying out effective performance and development reviews.
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Experience of recruiting and onboarding staff desirable.
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Ability to effectively communicate at all levels, using a variety of communication methods (spoken, written, behaviour).
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Proven ability to build collaborative internal and external relationships.
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Computer literate (MS Word, Outlook, Excel, PowerPoint).
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The role is office based and may require travel between sites from time to time.
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Serco is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment; safeguarding includes supporting participants’ physical and psychological wellbeing. All employees involved in the delivery and/or management of employability provision may be subject to an enhanced DBS check.
What we offer
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Up to 6% contributory pension scheme
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A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health Plans, Annual Leave Purchase Scheme and more
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Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts
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A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion
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Serco discounts which include cinema, merlin entertainment and online shopping discounts and discounts on mobile phone plans and leisure centre memberships.
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Interesting and enjoyable work
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Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities
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Up to 25 days annual leave plus bank holidays
About SercoAt Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
ApplyPlease click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.
At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to
Disability Confident.
