National Careers Service Delivery Team Manager FAM

Bromley, Shaw Trust House

This vacancy is now closed

Job Category
Bromley, Shaw Trust House
£30,000 - £33,000
Closing date
Contract type
Total hours per week

We are looking for a Delivery Team Manager to manage a team of National Careers Service Careers Advisers within a customer contact centre, supporting the Advisers to achieve team performance targets and having responsibility for the quality of the service provided. You must hold, as a minimum, Level 4 Diploma in Careers Information and advice or NVQ 4 in Advice & Guidance equivalent. 

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.