To bring hope to local communities across London, particularly those in and around East London.

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1 About City Gateway City Gateway was set up in 1999 by a group of city workers involved in local churches to bring hope to local communities across London, particularly those in and around East London, who hadn't benefited from the areas wider economic development. City Gateway helps the hardest to reach and most excluded NEET young people and women overcome obstacles such as poor language levels, limited aspirations and low skill levels by connecting with, engaging and training them and providing them with the skills and opportunities to enter into work. The success rate of City Gateway apprentices is 15.6% above the national average, all the more remarkable given the low starting points of many before training with us. We run award winning youth work, youth training and employment projects, a women's project and children's and families project, alongside a number of social enterprises which create work experience, training and employment opportunities for local people. Since starting City Gateway has been recognised as an example of national best practice in apprenticeships and youth engagement and has grown to work with thousands of individuals across London, especially Tower Hamlets and East London more widely. In 2012, City Gateway opened City Gateway Provision, the first Alternative Provision Free School in London, providing an alternative education environment for learners who have disengaged from mainstream education. Building on our success in where we were graded Ofsted Outstanding for our Apprenticeship provision; we have since been awarded Outstanding in 2014 for our provision. We also became an LSIS Beacon Provider in 2011 and have won awards such the CSJ Award 2011 and a Big Society Award Our Mission To bring hope to local communities across London, particularly those in and around East London. Our Motivation To follow the example that Jesus gave us; to love our neighbours, and to help those in society who are poor, excluded and in need. Our Values City Gateway looks to recruit individuals who aspire to our core values: Innovation Innovative in finding fresh, high-impact solutions. Ambition Ambitious for the individuals and communities we work with. Excellence Excellent in all of our professional services. Page 1 of 5

2 Customer Lead Customer Service Main Workbase Mastmaker Court, London, E14 9UB Hours of work Contract Part time (3 days per week ) Fixed term 12months Salary Full time (35 Hours) 25,375-27,405 part time (21hours) 15,225-16,443 Line Manager Line Management Responsibility Benefits Post 16 Curriculum Manager Post 16 teaching staff 5% Employer pension contribution after 3 months 20 days annual leave + bank holidays Long term sickness benefit Season ticket loan & cycle scheme Staff discount at CG social enterprises (gym, café, beauty salon) Main Purpose The Customer Service Lead will have responsibility for managing staff and teaching up to level 2 in Customer Service. They will uphold all quality standards and conduct formal assessment towards accredited outcomes. The Customer Service Lead should enjoy teaching and have a passion to see young people succeed and be committed to ensuring that young people achieve their qualification. They should have a good knowledge of Customer Service and be able to teach this effectively. An experience in management in desirable but not essential. Main Responsibilities Overseeing and managing the Co-ordination and planning of the delivery of Customer Service (City & Guilds L1/OCR L2) Overseeing the preparation and development of Ofsted quality schemes of work / lesson plans, including differentiation Ensure Deliver sessions are according to the qualification standards, considering session evaluation and improvements Teach according to the high quality standards set for the course Manage learner behaviour in the training room by establishing and maintaining learner code of conduct Page 2 of 5

3 Assess according to formal guidelines and to internal verification standards Responsible for maintaining accurate and complete tutor records, all tracking, and monitoring of learner progress and development to ensure high accreditation pass rates Responsible for maintaining equal access to assessment for all learners Other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department Post holder will actively follow City Gateway policies Post holder will maintain an awareness and observation of Fire and Health & Safety Regulations As duties and responsibilities change, the job description will be reviewed and amended in consultation with the postholder Page 3 of 5

4 Person Specification Attribute Essential Desirable Education/ Qualification Good standard of formal education, including English and Maths PTLLS/DTLLS CAVA/A1 Teaching Qualification Proven Experience Experience of leading/developing a curriculum area Experience of achieving excellent success rates Experience of working cross departmentally to help with achievement of objectives Experience of curriculum planning for training programmes for young people Experience of managing/leading staff, to help them deliver against key performance Experience of mentoring and supporting young people to develop and progress Experience of carrying out project administration tasks to a high standard Skills & Abilities Flexibility and resourcefulness Ability to teach challenging young people of differing ability to develop their job readiness Experience of curriculum planning for training programmes for young people Ability to plan a programme of learning with detailed session outlines Ability to work flexibly to ensure timeliness and quality of achievements Leadership Qualities Able to set a positive example to service users Able to encourage, support and inspire your team Ability to develop strong working relationships with internal staff, employers and young people to deliver outstanding outcomes for trainees Page 4 of 5

5 Committed to quality and improvement within your role and team Personal Qualities Committed to Innovation, Excellence and Ambition within your role and team Able to actively support, promote and encourage City Gateway s Christian ethos, mission and values Professional Conduct This role requires the successful candidate to complete a Disclosure Barring Service (DBS) check in compliance with City Gateway s DBS & Risk Assessment Policy. Page 5 of 5