National Careers Service Delivery Team Manager (WM)

Job Description

• Responsible for management of the Information Plus telephone, Email and webchat service
  
  
• Responsible for delivery of team performance targets and contractual KPIs for a team of telephone based Careers Advisers
  
  
• Manage the adviser team, including observations; training; KIT meetings, Annual Reviews and any other relevant tasks
  
  
• Work closely with the Contact centre manager to manage rotas to ensure there is suitable cover to provide a quality service and management cover at all times, including out of hours as required
  
  
• Deliver the Information Plus service as required to young people and adults

• Ensure all calls are correctly recorded, correct data is collected and reports are maintained and submitted on time

• Ensure the team of advisers meet all audit and contractual requirements

• Support new advisers with induction and ongoing support to meet performance and quality targets

• Support team advisers to use and contribute to local, regional and national LMI to support customer progression in their career

• Ensure team advisers meet all standards for quality of service; safeguarding, information and data security, and any other to meet contract requirements

• Work closely with the Marketing team to ensure all campaigns are supported

• Ensure the telephone team is integrated into the wider service to support the meeting of all contractual requirements and targets

• Attend company meetings and training and liaise with staff at all levels

• Ensure adherence to the company’s equalities and diversity policy and actively embed equality and diversity into careers advice

• Other duties commensurate with the level and nature of the post.