Job Description

Location - West Bromwich, B70 8GS

Salary - 30,000.00 per annum + Excellent Serco Benefits

Full-time, 37.5 hours per week across Monday to Friday, Office Hours.

The purpose of the Progression Job Coach role is to proactively manage a caseload of unemployed customers on the Restart scheme, guiding them through a 12-month, end-to-end journey towards sustained employment. You will carry out Needs Assessments, create tailored Action Plans, remove barriers to work, and provide personalised coaching, motivation, and practical support to help Participants secure and sustain employment. This role is critical to the success of the Restart scheme, ensuring every individual receives the guidance, encouragement, and opportunity they need to move closer to the labour market and into work.About the RoleAs part of a revised Restart Operating Model, participant support is being delivered through two specialist teams: Participant Progression (active Participants) and Participant Engagement (disengaged and in-work Participants). We are recruiting dedicated Progression Job Coaches with the professional skills, motivation, and resilience needed to provide purposeful, proactive management of the Participant journey.Reporting to the Operations Manager, you will collaborate closely with colleagues across Employer Engagement, Partnership Engagement, and Quality& Compliance to ensure excellent service, strong performance, and full adherence to Customer Service Standards (CSS).



Key Accountabilities



Achieve personal performance targets, KPIs and Customer Service Standards. Conduct regular assessments of Participant needs and create development plans leading to sustainable work. Manage a personal caseload, using coaching strategies to build confidence, skills, and motivation. Deliver practical job-search support, including CV writing, application guidance, interview preparation, and confidence building. Proactively support Participants in finding work and match them with suitable employment opportunities. Engage with employers to create job opportunities and provide a bridge between employers and Participants. Offer flexible, responsive support and connect Participants with specialist provision, internal resources and wraparound services as needed. Maintain accurate and comprehensive Participant records. Ensure compliance with the Delivery Assurance Framework and meet all CSS requirements. Work collaboratively to maintain service continuity during periods of staff absence. Undertake any other reasonable duties in line with the role.

What you will need to do the role:

Proven experience in coaching, influencing, or supporting individuals to achieve goals. Empathy and a genuine desire to make a difference. Ideally, experience in IAG, teaching, or the employability sector. Background in a performance-driven environment. Level 3 IAG, education qualification, or willingness to work towards this. Understanding of local job markets and recruitment. Strong IT skills (Word, Outlook, Excel, PowerPoint). Excellent interpersonal and teamwork skills. Ability to manage workload, prioritise effectively, and work both independently and collaboratively. High attention to detail and commitment to quality. Demonstrable integrity, values, and ethical standards.

Additional Requirements



Willingness to travel locally within the delivery area. Commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults. All staff in employability delivery may be required to undertake an enhanced DBS check.

What we offer:

Holidays:

Up to 25 days plus bank holidaysTraining and development: A wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.Health and wellbeing: 24/7 Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT& Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.