National Careers Service Delivery Team Manager (WM)

Birmingham, Cobalt Square
 
Job Category
Employability
Location
Birmingham, Cobalt Square
Salary
£28,000.00
Closing date
10/08/2020
Ref
21437
Contract type
Permanent
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)
Description

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.