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Job Description
Salary: £37k - £38.5k
Location: Office-based in Oxford (OX4 1JH) Mon-Fri (9-5pm)
Who We Are
Fedcap is a not-for-profit organisation committed to improving people's economic wellbeing. Delivering a range of employability programmes and services, we passionately believe that good work is part of a healthy life. In the past five years, we've supported more than 35,000 people across the UK back into work, helping families get out of poverty and improving their quality of life.
Your Role
Reporting to the Delivery Manager, the Performance Manager is responsible for leading and driving a team to achieve all performance and quality targets whilst ensuring an exceptional service to our customers throughout their entire journey.
Your Responsibilities
* Lead, motivate, develop and performance manage the team to continuously improve and increase their capability and deliver against quality, performance/sales targets.
* Ensure customer service standards are understood and observed by your team to ensure all participants are provided with the same high standard of service that maximises their chances of securing sustainable employment.
* Undertake regular caseload reviews and daily coaching with the team, prioritising those who are underperforming so that all individuals have the support and capability to deliver key performance indicators (KPIs).
* 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.
* Drive growth of our business through proactive sales activity, the development of employer accounts and opportunities to provide commercial services to employers.
Your Skills & Experience
* Able to embrace our company values which are Kindness, Respect, Integrity, and Innovation.
* Demonstrable ability of being driven, proactive and passionate about providing exceptional service delivery through your team.
* Extensive leadership experience of managing a team in a customer-facing, target-driven environment.
* Ability to understand and decipher key financial drivers from the P&L.
* Knowledge of Employment Legislation and Equality, Diversity, and Inclusion.
* Knowledge and experience of the employability sector and local labour market.
* NVQ Level 5 in Management & Leadership or similar Leadership qualification.
Your Benefits
* Minimum 33 days' holiday entitlement and a pension contribution up to 5%
* Monthly benefits scheme worth up to an additional £500
* Free life assurance cover, totalling four times your annual salary
* And much more
Equality, Diversity, and Inclusion
Fedcap Employment is committed to applying equal opportunities at all stages of recruitment and selection, in line with its Equality, Diversity and Inclusion policy.
Fedcap Employment is a Disability Confident Leader employer and as such, any candidate with a disability will not be excluded unless the candidate is unable to perform a duty intrinsic to the role, having considered reasonable adjustments.
About Us
Mission: To create opportunities for people by designing and delivering innovative, sustainable solutions and creating measurable changes for those who are socially disadvantaged.
Fedcap Employment and Fedcap Employment Scotland delivers employability solutions across the UK to build communities through a blend of local frontline professional teams and like-minded supply chain partners.
Our service is designed to give each individual the best opportunity according to his/her abilities and needs. Our programs provide targeted employment supports to a range of underserved groups, including single parents, people who were previously incarcerated and individuals with health, mental health and/or substance use conditions.
Fedcap Employment and Fedcap Employment Scotland joined The Fedcap Group in 2018.
Website: http://www.fedcapemployment.org/
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