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Job description

PURPOSE OF YOUR JOB

To lead the delivery of our Start Scotland contract in the North Ayrshire area, ensuring the team offers support to our participants in line with our customer service standards and performance targets.

PRINCIPAL ACCOUNTABILITIES / KEY RESULT AREAS

• Lead, motivate, develop and performance manage the team to continuously improve and increase their capability and deliver against their targets.

• Ensure Key Performance / Quality Indicators are understood and observed by all Advisers

• Undertake regular caseload reviews with Advisers, prioritising those who are underperforming so that all advisers 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 advisers 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.

KNOWLEDGE AND EXPERIENCE

• Experience working in a customer-focused, results-driven environment

• Experience of/ability to coach and performance manage a team in a similar environment

• Experience with/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.

Salary: £28000 per annum. Must have license and access to a vehicle.

Job Type: Full-time

Salary: From £28,000.00 per year

Benefits:

• Company pension
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• Clydebank: reliably commute or plan to relocate before starting work (required)

Experience:

• Project Management: 1 year (preferred)

Work Location: Hybrid remote in Ardrossan, KA22