National Careers Service Delivery Team Manager (WM)

Birmingham, Cobalt Square

This vacancy is now closed

Job Category
Birmingham, Cobalt Square
Closing date
Contract type
Total hours per week
36 hours per week - over 5 days, Shift pattern Monday to Saturday (Monday to Friday 8:00am - 6:00pm, Saturday 10:00am - 5:00pm)

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.