National Careers Service Delivery Team Manager (WM)

Birmingham, Cobalt Square
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.