Performance Manager
Job Introduction
Lead People. Drive Performance. Change Lives.
At Triage, we help people overcome barriers to employment, build confidence, develop skills and move towards brighter futures.
We're looking for a motivated and people-focused Performance Manager to lead a team of Employment Mentors, Employer Engagement colleagues and an Activities Co-ordinator supporting young people towards sustainable employment
This is an opportunity to lead from the front, developing colleagues, driving performance and ensuring every participant receives the support they need to progress into sustainable employment. You'll play a vital role in creating positive outcomes for young people whilst building a high-performing, supportive and accountable team culture. Success in this role relies on your ability to drive performance whilst maintaining high standards of quality, compliance and people development.
Why Join Triage?
We believe great work starts with great people, so we make sure our colleagues feel supported, valued and empowered to succeed.
Benefits include:
- Birthday off every year
- Additional annual leave for length of service
- Two paid volunteering days annually
- Employee Assistance Programme
- Discounts, rewards and wellbeing support
- Pension and life assurance
- Cycle to Work Scheme
- Ongoing learning and development
- Career progression opportunities
Your development matters to us
At Triage, we don't just offer jobs. We build careers. We're committed to developing our people through training, coaching, mentoring and opportunities to grow within the organisation. Many of our colleagues have progressed into new roles, gained qualifications, and expanded their skills whilst making a positive difference to the lives of others.
You'll become part of a team that:
- Supports and encourages one another
- Shares ideas and best practice
- Celebrates success together
- Lives our values every day
About the Role:
You'll lead a team of frontline employability professionals to deliver high-quality support that helps young people overcome barriers and move into sustainable employment.
Responsible for team performance, participant outcomes, quality and compliance, you'll use coaching, caseload management and performance insight to drive continuous improvement and ensure contractual targets are achieved.
Working closely with employers, Jobcentre Plus and local partners, you'll support the development of opportunities that enable participant progression and positive employment outcomes whilst fostering a high-performing and accountable team culture.
What You'll Be Doing:
Team Leadership & Performance Management
• Lead, motivate and support a team of Employment Mentors, Employer Engagement colleagues and an Activities Co-ordinator to deliver high-quality employment support services.
• Set clear expectations and monitor individual and team performance against contractual targets and service standards.
• Conduct regular one-to-one meetings, coaching sessions, observations and performance reviews to support colleague development and continuous improvement.
• Review caseloads regularly to ensure participants are progressing effectively through their journey and receiving the right level of support.
• Support recruitment, onboarding and induction activities, ensuring new colleagues understand programme requirements, performance expectations and ways of working.
• Foster a positive, inclusive and accountable team culture where colleagues are empowered to achieve excellent participant outcomes.
Participant Progression & Outcomes
• Ensure Employment Mentors deliver a structured, participant-centred journey that supports individuals from engagement through to employment and sustainment.
• Monitor participant engagement, action planning, barrier removal and progression activity across the team.
• Support colleagues to identify and address challenges that may impact participant outcomes or service delivery.
• Ensure participants receive timely referrals, employer introductions, job matching and in-work support.
• Promote high levels of participant engagement and encourage best practice that improves customer experience and outcomes.
Performance, Quality & Compliance
• Monitor performance against job outcome, sustainment and other contractual measures, taking prompt action where improvement is required.
• Use management information, caseload reports and data analysis to identify trends, risks and opportunities.
• Ensure caseload activity remains focused on participant progression, timely interventions and achievement of contractual outcomes.
• Ensure participant records and case management activity are accurate, timely and compliant with contractual requirements.
• Maintain quality standards across all delivery activity, supporting consistency and continuous improvement.
• Ensure all activity is delivered inline with safeguarding, data protection, equality and diversity, health and safety and other organisational requirements.
Employer & Stakeholder Engagement
• Develop and maintain positive working relationships with employers, Jobcentre Plus, training providers and local support organisations.
• Support colleagues to identify opportunities that help participants progress into sustainable employment.
• Maintain awareness of local labour market trends, employment opportunities and support services to inform delivery and participant guidance.
• Design and execute a robust business development plan that strategically targets employer relationships, analysing seasonal hiring trends to forecast demand and secure sustainable opportunities.
• Work collaboratively with internal teams and external partners to maximise outcomes and opportunities for participants.
Essential Requirements
• Experience of leading, supervising or coaching colleagues within employability, welfare-to-work, youth employment, customer service or performance-driven environments.
• Experience of managing or working alongside employer engagement activity that supports participant progression into employment.
• Experience managing performance against targets, service standards and participant outcomes.
• Proven ability to coach, motivate and develop individuals and teams.
• Experience of using management information and performance data to inform decision-making and improve delivery.
• Knowledge of caseload management, participant progression and quality assurance processes.
• Strong communication, influencing and problem-solving skills.
• Excellent organisational skills with the ability to manage competing priorities.
• Strong IT skills including Microsoft Office and case management systems.
• Ability to travel across the contract area as required.
Desirable
• Experience working on DWP-funded or other publicly funded employability programmes.
• Knowledge of local labour market conditions and barriers to employment.
• Experience working with employers, training providers and community partners to improve participant outcomes.
• Understanding of employment support services, benefits systems and progression into sustainable work.
Who You Are:
You'll thrive in this role if you are:
• An inspiring and supportive leader.
• Passionate about helping people achieve their goals.
• Positive, resilient and solutions-focused.
• Committed to high standards and continuous improvement.
• Collaborative and willing to share best practice across the wider organisation.
• Motivated by making a genuine difference to people's lives.
Why This Role Matters:
Behind every participant outcome is a young person seeking an opportunity to build a better future.
Through your leadership, coaching and support, you'll enable colleagues to deliver high-quality services that help young people gain confidence, overcome barriers and move into sustainable employment.
The culture you help create, the standards you drive and the opportunities you help unlock with employers will directly contribute to changing lives, strengthening communities and supporting local businesses.
About Triage:
Triage provides information, advice, guidance, training and support to help people move into work, develop their skills and build sustainable careers.
We work across Scotland and England, partnering with employers, local authorities and communities to create opportunities and deliver positive social impact.
Our Values
Everything we do is guided by our values:
• We thrive together
• We do something amazing every day
• We never give up
• We know our knowledge is power
• We act with kindness
If these values resonate with you, you'll fit right in.
Additional Information:
This job description is intended as a guide to the main responsibilities of the role. You may be required to undertake additional duties consistent with the nature and level of the position.
For the successful candidate, this role will require a satisfactory enhanced disclosure check appropriate to the level of responsibility involved. We handle all disclosure information in line with the relevant safeguarding legislation and the DBS Code of Practice, ensuring a fair and transparent process for all applicants. Cost will be reimbursed through our onboarding and internal expense process.
As a Disability Confident Leader, we wish to engage and encourage people with a disability or long-term health condition to work for us, ensuring they have the opportunities to fulfil their potential and realise their aspirations. We will interview all disabled applicants who meet the minimum requirements for the job and make reasonable adjustments to ensure candidates are not disadvantaged in any way. If this applies to you, you can request consideration under this scheme during the application process.
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