Routes to Work South is a well-established company dedicated to the alleviation of poverty in South Lanarkshire. The organisation delivers a range of services on behalf of the local Council and generates income from a range of other sources including through competitive tenders and social enterprise activity. RTWS invests throughout South Lanarkshire in local people, communities, facilities and staff and year on year helps over 1,000 South Lanarkshire residents gain employment.

RTWS has been recognised as one of Scotland’s Top Employers and aims to reduce poverty through work by delivering services on behalf of the Local Authority, Scottish Government and other national organisations including Remploy, the Department for Work and Pensions, Big Lottery and Skills Development Scotland.

Working alongside the Operations Manager you will influence the design and implementation of future service delivery that will support workless clients across South Lanarkshire.

The ideal candidate will be target driven, motivated, enthusiastic, an excellent communicator, with experience in a similar role.

JOB PROFILE:
To lead and motivate staff team to successfully deliver all contractual outputs/outcome and compliance requirements. To champion the customer experience and ensure high levels of customer service are always maintained by the staff team. To work with and support the Management Team and Chief Executive to achieve the company’s strategic objectives.

DUTIES:
• Provide strong leadership and support the staff to achieve personal/team targets and KPI's in line with contract requirements and performance management framework;
• Manage staff sickness/absence, training development, annual leave, discipline, and grievance and keep the Operations Manager regularly updated;
• Meet with staff monthly to carry out caseload reviews and evaluate client progression;
• Effectively communicate and update the Operations Manager on any developments that may impact on service delivery and implement changes;
• Organise monthly team meetings and provide regular performance updates to the staff team;
• Provide regular forecasts and MI reports to the Operations Manager, wider Management Team and stakeholders.
• Monitor and review performance, including conducting biannual performance appraisals with staff;
• Support staff to maintain data standards ensuring adherence with GDPR requirements;
• Co-ordinate staff attendance at external events;
• Effectively monitor assigned budget areas in line with the companies purchasing and authorising policy;
• Develop strong working relationships with partners, stakeholder and colleagues;
• contribute to the development of new service delivery models that meet the needs of workless clients and other stakeholders;
• Always deliver and maintain a quality service in line with RTWS Customer Service Standards Policy and Procedures;
• Ensure contract compliance is maintained by the staff at all times;
• Carry out any other duties as and when required by the Company.


Person Specification, Essential Skills and Abilities

Essential:
At least three years’ experience in a similar role.

Target and performance driven to achieve KPI’s.

Considerable experience of performance management.

Excellent interpersonal, communication and strong analytical skills.

Excellent organisational and time management skills.

Ability to encourage, persuade and motivate.

Flexibility to cope with the varying demands of the role and achieve the desired results.

Ability to problem solve and respond appropriately to a variety of situations.

Experience developing appropriate partnerships and relationships.

A willingness to be creative and contribute to the continuous improvement of the organisation.

Thrive on working in a targeted and challenging environment.

Intermediate to Advanced IT skills particularly in relation to Microsoft packages.

Desirable:
Working knowledge of CRM systems.

Demonstrate a knowledge of equal opportunities, use of language in its promotion, and its implications in the work of the organisation.

The post holder should also demonstrate knowledge of, or interest in:

• Barriers facing clients entering employment, training or education.
• Job creation and displacement issues.
• The ethos of the voluntary sector and potential income sources.

Linked to this the company has developed a performance management framework with a set of core behaviours where effectiveness is demonstrated by all employees in the areas of customer experience, professionalism, responsibility, and continuous improvement.