Job summary
If you have excellent organisational, management and communication skills and are interested in a role that can make a difference, then an exciting opportunity has arisen for a Team Manager.
We are looking for a Team Manager to join our Retirement Services Scheme Access and Stakeholder Engagement Teams. In this role you will provide effective day to day management of individuals within the Scheme Access and Stakeholder Engagement Teams which promotes the achievement of specific targets and excellent customer experience.
You will inspire and motivate the team for optimisation of resource capacity to ensure it meets the work demand through timely interventions and positive performance management.
We have NHSBSA bases in Newcastle Upon Tyne, Wakefield, Fleetwood, Middlebrook and Eastbourne. Your base location would be closest to your home however you'd predominantly work from home with a requirement for occasional travel to Fleetwood.
What do we offer?
27 days leave (increasing with length of service) plus 8 bank holidaysFlexible working (we are happy to discuss options such as compressed hours)Hybrid working model (working remotely and in the office when required)Flexi TimeCareer developmentActive wellbeing and inclusion networksExcellent pensionNHS Car lease schemeAccess to a wide range of benefits and high street discounts
Main duties of the job
Effectively lead, inform and motivate colleagues to inspire self-management and individual commitment to personal contribution.
Improve the performance of the team. Contributing towards the preparation of accurate and valid production plans
Enhance customer experience and reduce cost by identifying and facilitating potential process improvements to processes from colleague and customer feedback.
Build and maintain effective working relationships with extended services linked to Pensions.
Being accountable for the performance and development of the team to remove all single points of failure. Agree realistic targets and providing team members with timely constructive feedback.
Carry out regular one to one reviews with team members in line with the performance management framework.
Making effective and timely use of all relevant HR policies to support performance management, absence management.
Contributing to the management of the Quality framework by ensuring compliance to procedures.
With the support of the line manager, implement any process improvement initiatives. As part of the implementation process quantify and report on the success (or otherwise) of these to the Senior Management Team
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.
Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.
As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.
We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.
Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
Ensuring that team objectives are developed and owned that, in turn fully support the overall service objectives. Reporting on progress of such objectives at regular one to one meetings.
Promoting continuous improvement in the team; effectively manage change; keeping colleagues informed and motivated throughout any type of changes; supporting colleagues as necessary to adapt and improve the performance of the team.
Enhance customer experience and reduce cost by identifying and facilitating potential process improvements to service delivery processes from colleague and customer feedback.
Provide leadership and motivation for colleagues which inspires self-management and individual commitment to personal contribution.
Contributing towards the preparation of accurate and valid production plans.
Accurately collecting and collating data information in a timely manner, effectively using set systems procedures.
Build and maintain effective working relationships with extended services linked to Pensions, namely Pensions operational finance and contact centre.
Making flexible use of resources to meet performance targets. Assessing performance data, investigating and analysing available systems to make informed decisions about workload planning, trend analysis and workflow issues.
Responsible for monitoring and managing workflow proactively, within each allotted process and work stream, assessing resource requirements and ensuring the timely allocation of such resource necessary to ensure delivery of production plans.
Being accountable for the performance and development of the team to remove all single points of failure. Agree realistic targets, monitoring and evaluating achievement of same, providing team members with timely constructive feedback.
Carry out regular one to one reviews with team members in line with the performance management framework.
Identifying, agreeing and securing appropriate interventions, e.g. training, coaching and/or mentoring, necessary to improve the competence and ability of individuals to meet performance standards.
Communicating effectively with internal/external customers, resolving queries and answering escalated enquiries to provide an excellent level of customer service. Where necessary, conducting research/obtaining information to resolve queries.
Making effective and timely use of all relevant HR policies to support performance management, absence management, and implement policies in accordance with the values and behaviours promoted by the organisation.
Facilitate engaging recruitment initiatives which proactively maintain optimum resource levels, liaising with the wider business to co-ordinate various activities for the onboarding of new recruits in line with the recruitment policy.
Support the investigation processes for the wider business areas upon successful completion of the disciplinary process in accordance with HR policy, as required.
Contributing to the management of the Quality framework by ensuring compliance to procedures. Identifying and recommending improvement opportunities via Management Review which aid the development of colleagues.
With the support of the line manager, implement any process improvement initiatives. As part of the implementation process quantify and report on the success (or otherwise) of these to the Senior Management Team
Ensuring effective communication is maintained internally with other teams and departments. Also, that staff briefings and communications are timely and effective to inform colleagues, improving contribution and ensuring technical changes to procedures and systems are implemented.
Being an authorised signatory for teams overtime sheets and travel expenses.
Being observant to health and safety requirements and ensuring staff comply with published guidelines.
Being responsible for the security of documents, information and equipment under their control and undertaking all duties with due regards to the terms of the Data Protection Act.
Undertaking such other duties as may be required commensurate with pay band and experience.
Job description
Job responsibilities
Ensuring that team objectives are developed and owned that, in turn fully support the overall service objectives. Reporting on progress of such objectives at regular one to one meetings.
Promoting continuous improvement in the team; effectively manage change; keeping colleagues informed and motivated throughout any type of changes; supporting colleagues as necessary to adapt and improve the performance of the team.
Enhance customer experience and reduce cost by identifying and facilitating potential process improvements to service delivery processes from colleague and customer feedback.
Provide leadership and motivation for colleagues which inspires self-management and individual commitment to personal contribution.
Contributing towards the preparation of accurate and valid production plans.
Accurately collecting and collating data information in a timely manner, effectively using set systems procedures.
Build and maintain effective working relationships with extended services linked to Pensions, namely Pensions operational finance and contact centre.
Making flexible use of resources to meet performance targets. Assessing performance data, investigating and analysing available systems to make informed decisions about workload planning, trend analysis and workflow issues.
Responsible for monitoring and managing workflow proactively, within each allotted process and work stream, assessing resource requirements and ensuring the timely allocation of such resource necessary to ensure delivery of production plans.
Being accountable for the performance and development of the team to remove all single points of failure. Agree realistic targets, monitoring and evaluating achievement of same, providing team members with timely constructive feedback.
Carry out regular one to one reviews with team members in line with the performance management framework.
Identifying, agreeing and securing appropriate interventions, e.g. training, coaching and/or mentoring, necessary to improve the competence and ability of individuals to meet performance standards.
Communicating effectively with internal/external customers, resolving queries and answering escalated enquiries to provide an excellent level of customer service. Where necessary, conducting research/obtaining information to resolve queries.
Making effective and timely use of all relevant HR policies to support performance management, absence management, and implement policies in accordance with the values and behaviours promoted by the organisation.
Facilitate engaging recruitment initiatives which proactively maintain optimum resource levels, liaising with the wider business to co-ordinate various activities for the onboarding of new recruits in line with the recruitment policy.
Support the investigation processes for the wider business areas upon successful completion of the disciplinary process in accordance with HR policy, as required.
Contributing to the management of the Quality framework by ensuring compliance to procedures. Identifying and recommending improvement opportunities via Management Review which aid the development of colleagues.
With the support of the line manager, implement any process improvement initiatives. As part of the implementation process quantify and report on the success (or otherwise) of these to the Senior Management Team
Ensuring effective communication is maintained internally with other teams and departments. Also, that staff briefings and communications are timely and effective to inform colleagues, improving contribution and ensuring technical changes to procedures and systems are implemented.
Being an authorised signatory for teams overtime sheets and travel expenses.
Being observant to health and safety requirements and ensuring staff comply with published guidelines.
Being responsible for the security of documents, information and equipment under their control and undertaking all duties with due regards to the terms of the Data Protection Act.
Undertaking such other duties as may be required commensurate with pay band and experience.
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- 1.Computer literate, able to adapt to and analyse data from different systems.
- 2.People Management processes / polices
- 3.Absence Management
- 4.Recruitment processes
- 5.Proven leadership and motivation skills, encourages ownership and effective working relationships.
- 6.Committed to continuous improvement, working in partnership with colleagues, able to develop their ideas.
- 7.Excellent organisational, inter-personal and communication skills.
- 8.Ability to handle telephone queries effectively and to manage expectations of dis-satisfied customers.
- 9.Flexible and adaptable.
- 10.Proven time and self-management skills.
- 11.Assertive, objective with an analytical approach.
- 12.Positive attitude and self-motivated.
- 13.Commitment to customer service.
- 14.Approachable.
- 15.Resilient.
- 16.Evidence of ability to work using own initiative.
- 17.Discrete and sympathetic with a calm and confident manner.
- 18.Committed to contributing effectively to team working.
Desirable
- 1.Knowledge of improvement techniques and methods
- 2.Knowledge of Quality Management Systems
- 3.Coaching / mentoring
- 4.Presentation skills.
- 5.Report Writing.
- 6.Able to identify implications of changes.
- 7.Wider perspective
Experience
Essential
- 1.Significant relevant experience.
- 2.Experience of managing performance, taking corrective/preventative action and proven delivery of performance improvements
- 3.Experience of consulting with colleagues, conducting briefings and performance reviews
- 4.Experience of resource management, managing workflow and multiple tasks
- 5.Experience of interviewing and recruitment
- 6.Identify training and development needs
Desirable
- 1.Liaison with external organisations
- 2.Experience of Project Work
- 3.Experience of delivering training
- 4.Working in a customer service focussed environment
- 5.Experience of providing excellent written and verbal customer service
Qualifications
Essential
- Supervisory or Management qualification NVQ level 3 or above, or equivalent qualification or significant work based experience.
Desirable
- NVQ level 4 in Supervisory / Management (or equivalent) or working towards this award
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- 1.Computer literate, able to adapt to and analyse data from different systems.
- 2.People Management processes / polices
- 3.Absence Management
- 4.Recruitment processes
- 5.Proven leadership and motivation skills, encourages ownership and effective working relationships.
- 6.Committed to continuous improvement, working in partnership with colleagues, able to develop their ideas.
- 7.Excellent organisational, inter-personal and communication skills.
- 8.Ability to handle telephone queries effectively and to manage expectations of dis-satisfied customers.
- 9.Flexible and adaptable.
- 10.Proven time and self-management skills.
- 11.Assertive, objective with an analytical approach.
- 12.Positive attitude and self-motivated.
- 13.Commitment to customer service.
- 14.Approachable.
- 15.Resilient.
- 16.Evidence of ability to work using own initiative.
- 17.Discrete and sympathetic with a calm and confident manner.
- 18.Committed to contributing effectively to team working.
Desirable
- 1.Knowledge of improvement techniques and methods
- 2.Knowledge of Quality Management Systems
- 3.Coaching / mentoring
- 4.Presentation skills.
- 5.Report Writing.
- 6.Able to identify implications of changes.
- 7.Wider perspective
Experience
Essential
- 1.Significant relevant experience.
- 2.Experience of managing performance, taking corrective/preventative action and proven delivery of performance improvements
- 3.Experience of consulting with colleagues, conducting briefings and performance reviews
- 4.Experience of resource management, managing workflow and multiple tasks
- 5.Experience of interviewing and recruitment
- 6.Identify training and development needs
Desirable
- 1.Liaison with external organisations
- 2.Experience of Project Work
- 3.Experience of delivering training
- 4.Working in a customer service focussed environment
- 5.Experience of providing excellent written and verbal customer service
Qualifications
Essential
- Supervisory or Management qualification NVQ level 3 or above, or equivalent qualification or significant work based experience.
Desirable
- NVQ level 4 in Supervisory / Management (or equivalent) or working towards this award
Additional information
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).
