Team Leader

Location: Birmingham, B5 4UA

Salary: £35,000 per annum plus excellent benefits

Schedule: Full-time

Ready to impact a better future?

As a Team Leader (Participant Progression) in our Restart team, you'll lead and support a team of Progression Job Coaches, helping people move closer to sustainable employment and positive outcomes. Through effective leadership, coaching and performance management, you'll ensure high-quality service delivery while making a meaningful difference to individuals and communities.

Our work touches lives every day. In this role, you'll create a positive impact on communities by helping participants overcome barriers to employment and achieve lasting career goals. You'll develop and empower your team to deliver excellent customer service, drive performance and create impactful solutions that support growth, trust and opportunity for those who need it most.

What you'll do as a Team Leader (Participant Progression)

• Lead, motivate and support a team of Progression Job Coaches to achieve key performance indicators, including job starts, first earnings and job outcomes.
• Monitor team performance through regular reviews, coaching and development conversations, implementing corrective actions where required.
• Analyse performance data and management information to drive continuous improvement and successful delivery outcomes.
• Build effective relationships with internal teams, partners, employers and Jobcentre Plus to support participant progression.
• Support recruitment, onboarding and development activities for new colleagues.
• Ensure compliance with contractual requirements, customer service standards and organisational policies.
• Promote a culture of learning, collaboration, innovation and high performance across the team.

Does this sound like you?

• Experience leading, managing and developing teams, ideally within employability, welfare-to-work or a similar customer-focused environment.
• Demonstrable experience of performance management and using data to improve outcomes.
• Qualified to NVQ Level 3 or equivalent qualification, experience or knowledge.
• Strong organisational skills with the ability to manage priorities effectively.
• Excellent communication and relationship-building skills with a wide range of stakeholders.
• Proficient in Microsoft Word, Excel, Outlook and PowerPoint.
• Committed to continuous improvement, high standards of quality and supporting colleague development.

What we offer

• 25 days’ holiday plus bank holidays
• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting and checks:

This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements may apply for certain levels of clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.

A little bit about us:

At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

Our inclusive recruitment commitment:

We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).

For support with your application, please contact [email protected].

Let’s impact a better future, together. Apply today.

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