Team Leader - North West

Job Description

Introduction Be part of something greatMaximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives.From assessments and health services to employability programmes and specialist support, we do work that matters with people who care. Job Summary The Refugee Employability Programme is a newly established service to support refugees arriving in England to access the tools they need to become fully independent and provide for themselves and their families.We are looking for Team Leaders to work within the Operational Delivery Team, supporting Business Managers leading Case Managers to deliver excellent service to customers from Onboarding through to exit.The role will require the Team Leader to: -•Drive forward the performance and achieve individual and team targets.•Through observation and file reviews, ensure contract key performance is achieved.•Work closely with the Engagement Team, meeting and working closely with the Service Users, being a knowledgeable advocate of the service, we are delivering.•Identify and generate referrals to the programme.•Ensure staffing levels are fit for purpose, fill gaps in delivery due to holiday or absence.•Support / motivate and encourage ongoing development of the team – sharing good practice, on-the-job training, attending courses.The Team Leader will also take part in Caseload Reviews, supporting with proactive support for the Case Managers on the best interventions to support the service user journey.As this is a contract being mobilised, the Team Leaders will support recruitment, training, mentoring to the team.This role is hybrid: working from an office located in the Northwest (TBC) and also in the community - supporting and mentoring the team.Essential Job Duties •Leadership: Support the Business Manager to lead the Case Managers to deliver a high-quality service based on the needs of the individual. Support with training and development of the team. Conduct Caseload Reviews, File Reviews and Observations to supporthigh standards of delivery.Share best practise experience, good news stories and opportunities to improve. •External Partnerships: Work alongside the Community Engagement Officers within community settings. Demonstrate knowledgeability in respect to the service we are offering. Generate new referrals to the programme and support the tracking of the success rateof ongoing participation and implement corrective actions to increase and maintain these rates. Work with collages in English Language Training to understand the delivery and support where needed in coordinating events.•Quality Assurance: Conduct Quality Assurance checks as detailed within the Quality Assurance Framework. Participate in regular reviews of performance against KPIs as well as observational and file checks on data records. Review non-compliance within your teamand complete refresher training and coaching to ensure these are rectified. Be knowledgeable of your team’s performance and available in the support of any internal or external audits. •Recruitment: Participate in the recruitment of staff and work with Training and Development to agree induction plans. •Policies and Procedures: Comply with all maximus policies and procedures, demonstrating a clear understanding of the company values and ensure these are rolled out across your operational team.•Community Partnership Network: Work collaboratively with the Partnership Team to develop a network of partner organisations who can provide complementary support to our participants that support improved independence.•Planning: Hold responsibility for Event Planning, including Employer Job Fairs and engagement events. Be the point of contact for arrangements to support the delivery of the programmeEducation and Experience Requirements •Management of staff development in a people facing environment.•Coaching and Mentoring Experience including training and system and service awareness.•Experience delivering employability and / or skills services ideally to a relevant customer group with a team delivering from multiple locations.•A good understanding of programmes that require Self-referral generation.•Experience of mentoring an operational team to achieve KPIs and Objectives.Desirable•An understanding of contract management.•Experience of working on a programme in a community-based settingIndividual Competencies•Flexible to the daily needs of the contract, role may vary depending on the needs of the service user so someone who is adaptable and able to manage competing priorities.•Solve problems in robust and practical ways.•Agile in personal approach and able to operate independently or part of the wider management team.•Excellent written and verbal skills.Desirable•Lived or previous experience of working with Refugees.•Experience of working with different customer journeys within one contract, resulting in the same outcome.Equal Employer Opportunities Statement MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicantreceives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant witha disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disabilityand apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. YourGuaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.