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Performance Manager (Customer Service)

Reference: SEP20215100
Expiry date: 04:23, 04 October 2021
Location: Slough
Salary: £33,000.00 - £36,000.00 Per Annum
Benefits: Pension, Life Assurance, EAP Programme


Here at Fedcap Employment our vision and mission are to advance the social and economic wellbeing of disadvantaged people within our communities and over the next five years we aim to be the fastest growing UK employability business.

We are currently recruiting for a Performance Manager to join our existing team.

The Role

The Restart scheme gives individuals who have been out of work for at least 12 months enhanced support to find jobs in their local area. The programme is designed to break down any employability barriers that could be holding them back from finding work. Restart referrals will be made over a 3-year period and provides up to 12 months of tailored support for each participant. By working with employers, local government, and other partners we will deliver tailored support for individuals into gaining sustainable employment.

Reporting to the Delivery Manager the Performance Manager is responsible for leading and driving a team to achieve all performance and quality targets and ensure the delivery service meets the needs of the participating individuals. Inspiring others through your leadership skills and capability to enhance team and participant positive outcomes.  

You will …

  • 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 with the team, prioritising those who are underperforming so that all individuals have the support and capability to deliver key performance indicators.
  • 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.
  • Contribute to the development of the overall employer policy to ensure that sales are recognised and addressed as a part of those policies and longer-term targets are achievable.
  • Drive growth of our business through the pro-active sales activity, the development of employer accounts and opportunities to provide commercial services to employers.
  • Ensure the team maintain paperwork and participant records to ensure the customer journey is documented in accordance with our quality standards.

Person Specification

About you…

Can you embrace our company values which are Kindness, Respect, Integrity, and Innovation?

Experience, Knowledge and Qualifications

  • Demonstrable ability of being driven, proactive and passionate about providing an 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.
  • Understanding of Employer’s needs, experience of training needs analysis and organisational needs analysis, translating these in to fit for purpose programmes and services.
  • 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.

Key Competencies

  • Integrity
  • Leadership
  • Results focused
  • Commercial acumen
  • Problem solving
  • Coaching & developing. 

What’s in it for you…

  • A rewarding career that makes a genuine difference to people’s lives.
  • Hours and days of Work: 37.5 hours per week – Monday to Friday.
  • Holidays: 31 days’ holiday, inclusive of bank holidays in your first year of service, increasing to 35 days at 5 years and 38 days at 10 years’ service.
  • A two-week Induction and Training programme.
  • In-house Health and Wellbeing team.
  • Pension Scheme – contribution of 4% from Fedcap Employment.
  • Life Cover x 4 annual salary.
  • A generous sickness package inclusive of 13 weeks full sick pay & 13 weeks half sick pay, following completion of a 6-month probationary period.
  • Enhanced Maternity and Paternity pay following completion of the probationary period.
  • Laptop and mobile phone to allow remote agile working.

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 in addition to our duty under the Equality Act 2010 to have due regard to the need to eliminate discrimination; to advance equality of opportunity.

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. Reasonable adjustments to the recruitment process will be made to ensure that no applicant is disadvantaged because of their disability.