Delivery Manager

ABOUT TURAS NUA

At Turas Nua, we support people who are unemployed by providing intensive, targeted and personalised employment support services. The Intreo Partner of National Employment Services (IPNES) contract is delivered by Turas Nua, the Irish employability services provider. Turas Nua is an Irish employability services provider, wholly owned by FRS Network, an Irish cooperative social enterprise, which has been delivering services to Irish communities since 1980.

ABOUT DEPARTMENT

Our Operations Team support clients through a progression journey towards employment. Our teams provide one-to-one support to clients while coordinating interventions to tackle any barriers to employment.

PURPOSE OF ROLE

As Delivery Manager, you will support, coach & mentor your team of caseworkers to provide the best customer service to our clients. You will understand the contract KPI’s and key objectives and will ensure that your team are working in a way that aims to achieve those KPI’s. You will manage a team across multiple offices and will be expected to travel to each office to provide regular one to one and team meeting time with your teams.

PERSON PROFILE

You will need to be able to lead, motivate, develop, and manage a team of Caseworkers. In particular, you will be responsible for leading and empowering the team to create and embed a culture of high performance, coaching and cross functional working.

KEY RESPONSIBILITIES:

1. Lead, motivate, develop and performance manage the team to continuously improve and increase their capability and deliver against their targets.
2. Lead and empower the team to support and embed a culture of high quality, and full contractual compliance at all times.
3. Drive a high-performance culture throughout your team while ensuring a positive working environment.
4. Undertake regular reviews with Caseworkers, by way of one-to-one meetings, team meetings and optimizing every opportunity for coaching, mentoring, supporting and developing your team.
5. Manage day to day contact with key stakeholders at a local level, maintaining a positive working relationship across the business.
6. Partner with HR and Operations Manager effectively manage people issues, recruitment, onboarding, disciplinaries, performance management issues, monitor attrition rates etc.
7. Conduct coaching session with team so that standards are understood and observed by all Caseworkers, ensuring all clients are provided with the same high standard of service to maximize our clients’ chances of securing sustainable employment.
8. Prepare for, participate in, and implement recommendations resulting from, DSP inspections.
9. Investigate, prepare, and respond to Stage 1 customer complaints, TD correspondence REPs and PQs.
10. Responsible for the operation and arranging maintenance of the facilities of all sites under your remit, ensuring the highest standard of Health and safety for all, in line with company policy.

ESSENTIAL REQUIREMENTS

• Experience managing a team to meet all KPIs
• Experience of dealing with challenging customers and resolving conflict situations calmly.
• Have experience in recruiting, coaching, and developing a diverse and inclusive team
• Have a good understanding and demonstration of a Growth Mindset
• Ability to develop and implemented strategies and plans to promote continuous improvement that drives performance
• Experience in the use of Microsoft office packages.
• Excellent team player – experience of working successfully as part of a team.
• Highly efficient.
• Excellent attention to detail.
• Flexible and approachable.
• Detailed understanding of the local/regional support services

Recruiter: Joyce Coffey

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