Job summary
Are you interested in joining a growing service, working in an agile team? NHS Jobs has an exciting opportunity for a Service Improvement Lead to join us. You'll work as part of a dynamic and vibrant team. You'll support the successful delivery and on-going improvements of the NHS Jobs Service. Working alongside the existing role holders.
NHS Jobs is the official online recruitment service, for the NHS, in England and Wales. It lets jobseekers search and apply for new roles and for a wide range of organisations to advertise healthcare related vacancies. We have 1.4 million jobseekers and more than 7,000 recruiting organisations using NHS Jobs. We advertise over 600,000 vacancies a year.
This is an opportunity for you to make a difference on a national scale. Working at the heart of the service. Job satisfaction and the ability to make a difference comes with the role. You'll work alongside passionate people, in a supportive and positive environment. Continual improvement and learning is a real focus for us.
The role can be based at any NHSBSA site and will involve travel to our Newcastle office as and when required.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working
- Flexi time
- Hybrid working model (working largely remotely)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts
Main duties of the job
In this role you will:
- Work with colleagues at all levels across the NHS Jobs service, NHSBSA colleagues and customers to support the delivery of operational and service objectives.
- be accountable for making sure continuous improvement objectives are achieved and fully tested with users,
- provide clear leadership and management skills and the ability to influence and persuade others,
- understand fully our user needs,
- ensure our contact centre, training and support and product teams are fully supported,
- agree and manage user acceptance testing plans, and
- act as Subject Matter Expert working with our training and digital delivery team to ensure changes are delivered.
About us
At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.
You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We're behind these, and much more.
Being one of the UK's Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.
Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We're passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.
We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women's networks help our colleagues to be their authentic selves at work.
At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you're interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.
We are the NHS delivering for the NHS.
Job description
Job responsibilities
Job purpose:
Working with colleagues at all levels across the NHS Jobs service, NHSBSA colleagues and customers to support the delivery of operational and service objectives. Accountable for making sure continuous improvement objectives are achieved, fully tested with users and that recruitment and HR subject matter knowledge and expertise is available.
Provide clear leadership, agreeing suitable user acceptance testing plans and working collaboratively with Digital Delivery Teams to ensure any change is delivered. Play a key role in communicating and supporting the understanding of service improvements to our Contact Centre Services and Workforce Implementation Teams. Working closely with our Training and Support Manager to communicate changes to our customers and stakeholders.
In this role, you are accountable for:
- Taking a lead role in prioritising work and working alongside the Senior Service Delivery Manager and Digital Delivery Manager to deliver continuous improvement in the NHS Jobs Service.
- Working with customers, digital delivery teams and internal departments to ensure the service meets user needs.
- Leading within the service on user acceptance testing, ensuring robust processes are in place and changes are tested internally and externally with our customers, including bug fixes, improvements and new system functionality.
- Implementing standards and policies, pro-actively identifying and proposing improvements to meet changing user needs.
- Applying recruitment and HR subject matter knowledge and expertise to support the delivery of the NHS Jobs service.
- Having an in-depth knowledge of the NHS Jobs system.
- Working with the Training and Support Manager to update user guides and in system web-pages and tools to communicate change.
- Supporting our contact centre colleagues by actively monitoring and triaging customer referrals or queries for responses and resolutions, within agreed service level agreements.
- Delivering service improvement objectives by performance management of direct reports and internal and external suppliers.
- Demonstrating clear leadership and management skills and the ability to influence and persuade others.
- Supporting, delegating for and reporting into the Senior Service Delivery Manager, Service Delivery Manager, Training and Support Manager, Product Owner as appropriate.
- Supporting the service delivery managers to understand the impact policy changes in the wider NHS will have on the NHS Jobs service.
- Line management of direct reports and ensuring their ongoing wellbeing and training needs are met. Setting clear objectives and carrying out regular ORO reviews, besides developing and coaching to assist in delivery of business and personal objectives. Authorising leave and travel expenses claims.
- Living the values and behaviours that respect individuals dignity. Treating everyone fairly and valuing and respecting diversity. Demonstrating that such standards are practiced in dealings with all stakeholders of the NHS Jobs service.
- Being accountable for your own Personal Development needs to be equipped to meet future management and organisational needs.
Job description
Job responsibilities
Job purpose:
Working with colleagues at all levels across the NHS Jobs service, NHSBSA colleagues and customers to support the delivery of operational and service objectives. Accountable for making sure continuous improvement objectives are achieved, fully tested with users and that recruitment and HR subject matter knowledge and expertise is available.
Provide clear leadership, agreeing suitable user acceptance testing plans and working collaboratively with Digital Delivery Teams to ensure any change is delivered. Play a key role in communicating and supporting the understanding of service improvements to our Contact Centre Services and Workforce Implementation Teams. Working closely with our Training and Support Manager to communicate changes to our customers and stakeholders.
In this role, you are accountable for:
- Taking a lead role in prioritising work and working alongside the Senior Service Delivery Manager and Digital Delivery Manager to deliver continuous improvement in the NHS Jobs Service.
- Working with customers, digital delivery teams and internal departments to ensure the service meets user needs.
- Leading within the service on user acceptance testing, ensuring robust processes are in place and changes are tested internally and externally with our customers, including bug fixes, improvements and new system functionality.
- Implementing standards and policies, pro-actively identifying and proposing improvements to meet changing user needs.
- Applying recruitment and HR subject matter knowledge and expertise to support the delivery of the NHS Jobs service.
- Having an in-depth knowledge of the NHS Jobs system.
- Working with the Training and Support Manager to update user guides and in system web-pages and tools to communicate change.
- Supporting our contact centre colleagues by actively monitoring and triaging customer referrals or queries for responses and resolutions, within agreed service level agreements.
- Delivering service improvement objectives by performance management of direct reports and internal and external suppliers.
- Demonstrating clear leadership and management skills and the ability to influence and persuade others.
- Supporting, delegating for and reporting into the Senior Service Delivery Manager, Service Delivery Manager, Training and Support Manager, Product Owner as appropriate.
- Supporting the service delivery managers to understand the impact policy changes in the wider NHS will have on the NHS Jobs service.
- Line management of direct reports and ensuring their ongoing wellbeing and training needs are met. Setting clear objectives and carrying out regular ORO reviews, besides developing and coaching to assist in delivery of business and personal objectives. Authorising leave and travel expenses claims.
- Living the values and behaviours that respect individuals dignity. Treating everyone fairly and valuing and respecting diversity. Demonstrating that such standards are practiced in dealings with all stakeholders of the NHS Jobs service.
- Being accountable for your own Personal Development needs to be equipped to meet future management and organisational needs.
Person Specification
Qualification
Essential
- oEducated to degree level or significant management qualification and experience
Desirable
- oCIPD Level 5 or equivalent
Experience
Essential
- oExperience of managing and communicating change to internal and external stakeholders and customers.
- oExperience of digital and non-digital service delivery
- oExperience of business change and rationalisation of systems, processes and services.
- oUnderstanding user stories and other sources of requirements (functional and non-functional)
- oWriting and collaborating on user stories including the writing of acceptance criteria.
Desirable
- oExperience of working with external suppliers
- oUses knowledge and insight from the wider environment to produce robust analysis and decision making
Personal Qualities, Knowledge and Skills
Essential
- oDetailed knowledge of HR subject matter and recruitment processes
- oKnowledge of managing and implementing digital delivery
- oKnowledge of designing, developing and performing user acceptance test processes.
- oWorking on agile delivery teams, prioritising and providing business knowledge to the digital team.
- oWorking collaboratively within a multi-disciplinary team setting, both internal and externally.
- oManagement of own work and others work to meet deliverables.
Desirable
- oExcellent presentation skills
- oReporting and analytical skills.
Person Specification
Qualification
Essential
- oEducated to degree level or significant management qualification and experience
Desirable
- oCIPD Level 5 or equivalent
Experience
Essential
- oExperience of managing and communicating change to internal and external stakeholders and customers.
- oExperience of digital and non-digital service delivery
- oExperience of business change and rationalisation of systems, processes and services.
- oUnderstanding user stories and other sources of requirements (functional and non-functional)
- oWriting and collaborating on user stories including the writing of acceptance criteria.
Desirable
- oExperience of working with external suppliers
- oUses knowledge and insight from the wider environment to produce robust analysis and decision making
Personal Qualities, Knowledge and Skills
Essential
- oDetailed knowledge of HR subject matter and recruitment processes
- oKnowledge of managing and implementing digital delivery
- oKnowledge of designing, developing and performing user acceptance test processes.
- oWorking on agile delivery teams, prioritising and providing business knowledge to the digital team.
- oWorking collaboratively within a multi-disciplinary team setting, both internal and externally.
- oManagement of own work and others work to meet deliverables.
Desirable
- oExcellent presentation skills
- oReporting and analytical skills.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
