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.