It support team lead jobs in Birmingham

The Opportunity 

As a key leader within our Partnerships and Income Development team, you will be responsible for creating, developing and delivering the Social Mobility Foundation’s Employer Programme – how we inform, influence and positively impact employer-led social mobility, and a source of income generation.

You will champion the Employer Programme internally, forging effective collaborations with colleagues across the organisation to ensure that our work with employers is understood and celebrated, and that opportunities to promote, develop and grow are maximised.

Reporting to the Head of Partnerships and Income Development, you’ll be the custodian of the Social Mobility Employer Index (SMEI) – our annual benchmarking and assessment tool for how UK employers recruit, retain and develop talent from all socioeconomic backgrounds and build inclusive workplaces. A key priority for this role will be a strategic growth plan for the Employer Programme that focuses on growing Index entrants, diversifying employment sectors, progressing employer best practice and maximising revenue.

By collaborating with internal teams and existing partners who offer pro-bono consultancy, you’ll scope, develop and deliver new products, resources and services that equip employers with the knowledge and practical tools to improve social mobility in the workplace.

We’re looking for someone who is willing and able to move easily between strategic thinking, marketing and hands-on delivery, and is excited about taking full ownership over this important work. Combining a passion for delivering our mission with keen commercial acumen, high attention to detail and project management skills, this is a unique chance to make a big impact on social mobility in the UK.

Location: We operate a hybrid model of work i.e. a combination of in-person and remote, with flexible days in the office depending on business need and your preferences. We would typically expect in-office attendance an average of one day per week.

When in the office you will be based in one of our regional offices (either Birmingham, Glasgow, Liverpool, London, Manchester or Newcastle – depending on preference and accessibility). This is where you will usually attend in-person events, training sessions etc. though some travel, to other offices and other locations, will occasionally be expected.

Contract: Full-time/Part-time, Permanent

Hours: We are looking for the right candidate and while we envisage this being a full-time role (37.5 hours per week) we are open to flexible working arrangements such as part-time, compressed hours, flexitime and job-shares. 

Occasional/frequent evening or weekend work may be required, for which time off in lieu (TOIL) will be given. 

Key Responsibilities:

1. Customer service and value proposition

• Develop value propositions for the SMEI and other employer products and services to help employers understand and improve social mobility in the workplace 
• Create and develop assets and activities to market the Employer Programme to employers across a range of platforms 
• Define the customer journey for the SMEI and ensure seamless customer experience, with clear and proactive communication and relevant content and resources 
• Actively manage and steward the customer pipeline for the SMEI and broader Employer Programme, reporting on prospects, acquisition and conversion 
• Gather customer feedback and market insights to help improve and develop products and services  

 2. Product ownership and project management 

• Project manage the Programme, with responsibility for key delivery areas yourself, as well as working with the Senior Index Coordinator / Policy Officer and other colleagues/external suppliers to deliver 
• Oversee the day-to-day delivery of the Programme and the annual Index scoring and feedback cycle, working with the Senior Policy Officer to ensure a smooth experience for employers  
• Lead the annual cycle for the SMEI product and other employer products as they are developed: defining the scope of work and setting priorities, survey review and design, data collection, overseeing marking and reporting, product review and evaluation 
• Manage all aspects of the Employer service, including the ongoing development of the digital platform, employer resources and online content   

3. Product and service development

• Develop the Employer Programme by scoping, developing and delivering new products, resources and services that equip employers with the knowledge and practical tools to improve social mobility in the workplace, e.g. a consultancy offer, events, webinars, staff training and off-the-shelf resources  
• Work with pro-bono supporters and existing partners to scope need, and test and pilot new products and services 
• Responsible for the annual evaluation of the programme, drawing on data and policy evidence, customer feedback and sector insights to inform development  

4. Stakeholder Management

• Champion and represent the Employer Programme externally, including attending and presenting at events, acting as spokesperson, meeting prospective entrants and other opportunities to grow connections and reach 
• Engage with external stakeholders, such as employers, policy experts and social mobility practitioners, to understand key issues and trends relevant to workplace and employer-led social mobility 
• Scope and create an external advisory group to support the development of the products and services that form part of the Employer Programme 
• Seek opportunities to collaborate with external partners to share relevant content and tools, and co-create and develop new products and services 
• Ensure that insights and impact from the Index and the SMF’s work with employers are communicated internally and externally 

5. Systems and Processes

• Work with internal and external partners to ensure the Index is as technologically efficient as possible, e.g. automating aspects of the marking and feedback process, ensuring quality monitoring, evaluation and reporting and identifying and progressing other ways to drive efficiency and maximise reach, whilst retaining the quality of the programme 
• Drive best practice and set a culture where digital tools are used effectively for relationship management and fundraising, including Salesforce 
• Maintain accurate and up to date records, using SharePoint and our Salesforce CRM to support pipeline management, income tracking and partner record 

6. Leadership and Development

• Play a proactive role in leading and inspiring the team, fostering a collaborative and creative culture of fundraising, income and product development 
• Champion the Employer Programme internally, forging effective collaborations across the organisation to ensure that our work with employers is understood and celebrated, and that opportunities to promote, develop and grow are maximised. Key relationships will include colleagues working in communications, campaigns and advocacy, data, finance and programme development.  

7. Line Management (Matrix Structure)

• Day-to-day people management  
• Identify training and development needs; employ a coaching approach, and clarify opportunities for skill enhancement and career growth  
• Recruit and induct new team members, and oversee the separation process for any leavers   
• Reasonably support well-being; provide a supportive work environment, and address any issues that may impact the well-being and morale of your reports   

Please see full job description attached for more details. 

Person Specification:

We need someone who will demonstrate our organisational skills-based competencies - as listed below: 

1.  Leadership
2.  Communication
3.  Adaptability
4.  Professionalism 
5.  Decision-making

Technical knowledge, understanding and experience required:

Commercial and customer service:

• Demonstrable experience in managing pipelines and/or stewarding customers, demonstrating excellent customer service skills and a high attention to detail
• Confidence in public speaking, presenting or facilitating workshops with professional audiences 

Project management and product development:

• Demonstrable experience designing, delivering and developing programmes, products and/or services that meet organisational needs 
• Demonstrable experience in project management, shaping long-term strategy while managing day-to-day operations and delivery 

Project management and product development:

• Strong interpersonal and communication skills, with experience building and managing relationships 

IT skills:

• Experience using Microsoft Office
• Experience of using or understanding of CRM software to effectively support pipeline and partnership management e.g. Salesforce
• Experience of or understanding of managing and using digital platforms for programmes, products and/or services 

Policy and data skills (desirable):

• Understanding of issues related to social mobility, diversity and inclusion, or workforce development
• Understanding of and/or experience in benchmarking tools, indices or assessment frameworks 

See attached job description for more detail on the person specification

Ways of working:

• Most of our work is office based, but you will spend a lot of time collaborating with other teams and clients via email, telephone and other communications channels such as Teams or Zoom. 
• Some travel will be required as part of this role to other offices and locations, as needed for events, work placements and meetings.

Benefits

• 36/37 days' annual leave (England & Wales and Scotland respectively - includes bank and public holidays), with 3 of these days reserved for the annual end of year office closure.
• Cycle to Work scheme.
• 5% Salary sacrifice pension scheme with enhanced matching employer contributions
• Employee Assistance Programme available to staff and their family
• Flexible work options such as hybrid working, flexitime, part-time
• Regular staff team building and business planning “away days”

How to Apply

If you are interested in applying for this role, please head over to our website by 23:59, Thursday 3rd September and provide the following information:

1)    An outline of your previous relevant job roles (job title and dates only)

2)     A cover statement outlining your suitability for the role, with particular emphasis on how your experience, skills and knowledge meet the person specification (max. 750 words)

Thinking of using AI to help with your application? AI tools (such as Chat GTP, Gemini and Copilot) can help you research the SMF and the role you're applying for. They can also help you structure your application. The applications that stand out most are the ones that feel genuine and reflect your unique self and experiences.

Please note that generic applications and CV’s will not be considered.