What you’ll be doing:

• Focus on business objectives and have a full understanding of the importance of achieving internal and external service levels in order to eliminate financial penalties, improve customer satisfaction and reduce customer complaints / escalations.
• Supported by Capita policies and local initiatives, be responsible for human-resource-related management and decision-making including the development of direct reports through personal accountability and effective performance management by use of, but not limited to, objective setting, 1-2-1 meetings and appraisals, recruitment and selection, coaching, absence, and disciplinary management.
• Be proactively responsible for staff motivation and develop and maintain a team ethos as well as minimising staff absence and attrition.
• Ensure all defined processes and reporting requirements are followed personally and by their team members.
• Through effective use of management information understand the importance of quality issues, KPIs and trends and the impact it has on the PIP contract and to identify and deliver remedial action and endeavour to identify improvement opportunities.
• Work alongside the Quality Learning Support team (QLS), Regional Clinical Team and Clinical Governance Team monitor quality and coach Disability Assessors through retrospective work reviews, and live side by side reviews where appropriate. Coaching targets to be met and Disability Assessors to be set personal improvement plans to address any development / improvement opportunities.
• Actively participate in the escalation process, without being prompted, by identifying operational risks and issues which may impact on the grade of service being delivered.
• Support the Regional Manager in managing the impact of all internal and customer-driven change and initiatives, ensuring that system and process change is understood and that the impact on resource levels is planned.
• Be available as a decision-maker in the escalation process.
• Maintain strong communication links with, and provide assistance to internal & external stakeholders.
• As directed by the Regional Manager or any other member of SMT, complete any other duties that may be deemed necessary by the business to ensure successful delivery of the PIP assessment service.

What we’re looking for:

• Previous Team Management experience and managing performance, SLA’s and KPI’s
• Sound IT skills, specifically with MS Excel, Word, Office and Teams
• Flexibility and adaptable to change
• Excellent Verbal & Written communication skills
• Ability to work in a fast-paced environment managing detailed operational deliverables, targets and business plans
• Strong organisational and time management skills.
• Ability to identify and resolve problems through recommending and implementing creative solutions.
• Flexibility to work to a shift pattern between 8am – 8pm Monday -Friday
• Driving license and own vehicle

What’s in it for you?

• Salary of £39,000
• Homebased role
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• the opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform