Delivery Manager

Salary: up to £40,000.00 per annum dependant on experience

Contract: Full-time, Permanent

Benefits: 25 days of annual leave + bank holidays + your birthday off, Pension contributions, Employee Assistance Programme, Death in service benefit, Career development opportunities, Opportunities for professional development and networking, a dynamic and supportive working environment, plus more.

About You

The Role As a Delivery Manager in Employability, you will lead and performance manage a team of Work Coaches and Trainers delivering a high-performing employment, employability and skills service. You will translate contract requirements and performance expectations into effective day-to-day delivery, ensuring participants receive a consistent, high-quality service and that individual and team targets are achieved.

Reporting directly to the Head of Delivery, the role will provide visible operational leadership, coaching and quality oversight to Work Coaches. You will use management information, quality assurance activity and learner performance data to identify performance trends, manage delivery effectiveness, improve practice and elevate risks promptly. Working closely with internal delivery colleagues, employer-facing teams and other stakeholders to support participant progression into sustainable employment and achievement of contract outcomes.

Responsible for ensuring delivery systems, learner tracking processes, quality assurance arrangements and operational controls are working effectively, providing assurance that contractual requirements are being met and learners receive a consistently high-quality experience.

Key Responsibilities

• Lead, manage and develop a team of Work Coaches, Employability Trainers and Soft Skills Trainers, promoting a high-performing, participant-focused culture. Translate contractual KPIs, service standards and delivery targets into clear objectives and performance expectations.
• Monitor team performance, caseloads, participant progress and outcomes, implementing timely interventions where required. Conduct regular supervision, performance reviews and coaching sessions to drive accountability, quality and continuous improvement.
• Ensure participant records, evidence and documentation are accurate, timely and compliant with contractual, funding and audit requirements. Undertake regular case reviews, observations and quality checks to improve consistency, participant experience and service quality.
• Support safeguarding, health and safety, equality, diversity and data protection requirements, ensuring compliance across all aspects of delivery.
• Contribute operational insight to the Head of Delivery and senior leadership, highlighting emerging risks, delivery challenges, participant needs, good practice and opportunities for improvement.
• Relevant team leadership, management or coaching qualification, or equivalent demonstrable experience. Experience managing or supervising front-line teams in employability, skills, recruitment, training, public services or another target-driven environment.
• Demonstrable experience of performance managing individuals and teams against KPIs, targets or service standards. Experience using MI, dashboards or case management data to monitor performance and drive action.
• Experience of coaching colleagues, conducting one-to-ones and addressing underperformance in a constructive and timely way.
• Experience managing caseload quality, customer journeys or service delivery in a regulated or contract-driven environment.
• Understanding of the barriers people may face in moving into employment and approaches that support sustainable progression.
• Understanding of safeguarding, data protection, equality and diversity, health and safety and quality requirements within service delivery.
• Confident performance management and coaching skills, including the ability to have constructive and challenging conversations.
• Strong organisation and prioritisation skills with the ability to manage competing operational demands.
• Confident use of Microsoft Office, CRM/database systems and performance reporting tools.
• Visible, supportive and accountable leader who sets high standards and leads by example.
• Outcome-focused, resilient and comfortable working in a fast-paced, target-driven environment.
• Participant-focused with a strong commitment to service quality and continuous improvement.
• Collaborative, solution-focused and confident in providing constructive challenges.
• Commitment to safeguarding, equality, diversity, inclusion and excellent customer service.
• Experience of working collaboratively with employer-facing teams, partners or stakeholders to improve customer outcomes

Why Join Us?

Twin Group is an award-winning provider of education, travel, work experience, accommodation, apprenticeships and employment services.

Be part of a growing and ambitious organisation, where you will have the opportunity to create new opportunities and contribute directly to Twin's continued growth and success.

The successful candidate must be able to work in the UK.

Twin is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. Successful applicants will be required to undertake a standard or an enhanced disclosure via the DBS, depending on the role itself.

• All gaps in CVs must be explained satisfactorily.
• Proof of identity and qualifications will be required.
• Successful candidates will be required to complete a one-hour on-line safeguarding training prior to commencing employment.

We are dedicated to ensuring that all job applicants and members of staff are treated equally, without discrimination on the grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.

Disability Confident Employer

Disabled applicants should indicate in the Equality of Opportunity section of the application form if they wish their application to be given consideration under the Disability Confident scheme.

If you are invited to interview, please advise the recruitment administrator what adjustment you would require at the interview in as much detail as possible to enable arrangements to be put into place.

We ask all applicants if they want to be considered under this scheme. By opting-in to this scheme, you are disclosing that you have a disability solely for the purpose of the interview guarantee and we will not assume nor infer that you wish to disclose or record your disability in any other way – including any reasonable adjustments you may need if you are employed.

Access to Work Scheme

You can apply for Access to Work if you need support to get back to work. You can apply using the online service or apply by phoning Jobcentre Plus on: Telephone: 0800 121 7479 or Textphone: 0800 121 7579

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