Working Links on behalf of StartScotland are delivering the Scottish governments flagship employability programme Fair Start Scotland in Edinburgh, Fife, East Ayrshire and South Ayrshire . This voluntary programme is aimed at providing support to disabled people and those at risk of becoming long-term unemployed to find and retain work. This service will provide a coherent range of support that will respond flexibly to the individual needs of customers and their employers
The purpose of this role is to lead the delivery of our contracts at a local level, ensuring teams offer support to our customers in line with our customer service standards and performance targets.
Lead, motivate, develop and performance manage the team to continuously improve and increase their capability and deliver against their targets.
Ensure customer service standards are understood and observed by all Consultants (e.g. through Consultant observations and coaching) so that all customers are provided with the same high standard of service that maximises their chances of securing sustainable employment.
Undertake regular caseload reviews with Consultants, prioritising those who are underperforming so that all consultants have the capability to deliver according to our customer service standards.
Manage day to day contact with key stakeholders at a local level, maintaining a positive working relationship to ensure we receive sufficient customer flows to deliver according to service level agreements.
Manage the office(s) to ensure appropriate physical and human resources exist to ensure performance is delivered to quality, compliance and contractual requirements.
Ensure consultants maintain paperwork and customer records to ensure the customer journey is documented in accordance with our quality standards.
Ensure compliance with our company policies (including Health & Safety, Safeguarding and Data Security) so all teams operate in a way that protects customers and colleagues at all times.
Experience of working in a customer focused, results driven environment
Experience of/ability to coach and performance manage a team in a similar environment
Experience of/ability to understand key financial drivers from the P&L
Knowledge of the local labour market
Knowledge of recruitment legislation
Knowledge of appropriate IT systems.
A good standard of general education and experience of the world of work
Internal Applicants - please apply for the role by sending an expression of intererst and a copy of your CV to email@example.com
External Applicants - please apply via the online application form linked to this role.