Team Leader - Derby

Job Description

Do you have experience in or a desire to progress into a people management roleDo you have experience of working in a fast paced performance target driven environmentThen consider the role of Team Leaderat Reed in Partnership!We are on a mission to be the partner of choice for developing people and their communities. Reed in Partnership is a public service provider specialising in skills training for the long-term unemployed, increasing employment opportunities by working with employersand providing youth servicesThis role will beon ourRefugee Employability Programme, andwill provide support for refugees to integrate into life here and build a sustainable and long-term future for themselves and their communities.What is the role aboutA Team Leader is responsible for ensuring the effective performance, productivity and wellbeing of a small team of Case Workers. Through observation, coaching and ad hoc support a Team Leader supports the team and will play an integral role in the holisticsuccess of their local delivery area. A Team Leader will, in addition, manage a caseload according to the needs of the programme. The role is responsible for effectively implementing the Reed in Partnership philosophy to the highest standards of servicefor Members, employers, partners and providers. The role will closely report to the Senior Operations Manager.A Team Leader will strictly adhere to the guidelines in accordance with the programme’s requirements and Reed in Partnership’s policies and procedures. This is not an exhaustive list and a Team Leader will be expected to carry out any other duties as may bespecified by the line manager from time to time. This profile is non-contractual.Just some of your day-to-day responsibilities will includePeople management and motivation, coaching and development

• Conducting periodic performance management meetings (PAR process), quarterly performance reviews and regular informal 1-to-1 reviews
• Qualitative observations of team member service delivery to productively feedback to co-members.
• Mentoring new staff and offering coaching to ensure performance. Contacting internal and external training providers to support the development of their team as required.
• Offering technical support and advice for their team
• Providing counsel and support to staff as necessary, assisting in the management of their work-life balance
• Managing absence and attendance including return to work interviews, maintenance of leave and sickness records
• Managing underperformance supportively but rigorously, working in partnership with the HR team to progress persistent underperformance through the disciplinary process
• Cascading information and disseminating company briefings to their team through clear concise written communication
• Supporting in the recruitment process for their local area

Performance Management and delivery

• Utilising Management Information tools to monitor performance, trends and best practice within their team.
• Regular discussions with Senior Operations Manager, reviewing and analysing performance to date.
• Planning Outreach and liaison with referrals sources to ensure sufficient throughput of new participants.
• Planning and monitoring In-Work Support activities for participants placed into work by their team; ensuring sustainment and that those at risk of not sustaining in employment are identified and supported at the earliest opportunity.
• Providing the Senior Operations Manager with relevant detail on team performance and caseload reviews, enabling the Senior Operations Manager to conduct team meetings to ensure information flow and sufficient information sharing to enable appropriate customerreferrals between all operational roles, other internal resources and external partners.
• Supporting the close management of the Profit and Loss, forecasting, cost control, performance against budget and contractual specification.

External relationships and stakeholder management

• Support in the management of local partnerships and attend specific meetings and events alongside the Senior Operations Manager as invited and as proactively arranged to ensure the relationship is effective.
• An awareness of and ability to deliver against strategic employer engagement plans.
• Supporting the Senior Operations Manager in the identification of strategic partner requirements in light of current and anticipated caseload need and involvement in the planning process.
• Input into the review of performance and contractual milestones to ensure ongoing development of the business and its ability to meet contractual obligations

.Finance and facilities

• Ensuring they and their team understand and work within the financial requirements and guidelines of the contact.
• Completion of accurate KPI forecasting on a monthly basis in relation to their team. This will be reviewed on a daily and weekly basis.
• Monitoring and supporting in the management of expenditure, budgets and forecasting for their team.
• Use of MI data to review/forecast costs incurred in customer support relevant to their team.
• Assist with overseeing the day to day health, safety and co-member welfare monitoring ensuring compliance with agreed actions contained within risk assessments

Quality and continuous improvement

Making suggestions to the overall development of our service delivery, including ways to continually enhance productivity, the customer experience and the quality of our claims and customer outcomes.

Monitoring the quality of customer service in our delivery and resolving escalated complaints; escalating to the Senior Operations Manager where appropriate.

Liaising with internal stakeholders to ensure the customer service issues and complaints beyond the remit of your team are resolved.Monitoring...