To lead the delivery of our Fair Start Scotland contract in the West Dunbartonshire 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 (e.g. through Adviser observations and coaching) to ensure all participants are
provided with the same high standard of service that maximises their chances of securing sustainable
- 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.
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.
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.
Must have license and access to a vehicle.
Closing date: Friday 29thSept.