Job summary
Are you interested in joining a growing service, working in an agile team? NHS Workforce Recruitment Services 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 & Volunteering Services. Working alongside the existing role holders.
NHS Jobs is the official online recruitment service for the NHS in England and Wales. It supports jobseekers searching and applying for new roles and employers looking to fill positions across the NHS.
NHS Volunteering provides a new centralised website that people can access to find and apply for volunteering opportunities across the NHS Family in England.
This is an opportunity for you to make a difference on a national scale. Working at the heart of our services. 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 or remote but will require travel to our Newcastle office as required.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- 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 Workforce Recruitment services, the wider NHSBSA and customers to support the delivery of operational and service objectives.
- Be forward thinking and continuously reviewing the effectiveness of our processes and identifying improvements. This includes working with other business areas and stakeholders.
- 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 users needs.
- Ensure our contact centre, training and support, stakeholder engagement and product teams are fully supported.
- Agree and manage user acceptance testing plans.
- Act as Subject Matter Expert working with our training and digital delivery team to ensure changes are delivered.
- Be responsible for line management of staff (where required).
- Establishing standards and policies, actively identifying and suggesting enhancements to address evolving user requirements as part of the product 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
Job description
Job responsibilities
In this role, you are accountable for:
- Taking a lead role in prioritising work and working alongside the Senior Product Owner and Product Team to deliver continuous improvement in the NHS Workforce Recruitment Services.
- 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 Managers 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 Product Owner and wider Product Team as appropriate.
- Supporting the service delivery managers to understand the impact policy changes in the wider NHS will have on the NHS Workforce Recruitment Services.
- Line management of direct reports and ensuring their ongoing wellbeing and training needs are met. Setting clear objectives and carrying out regular ORO reviews, alongside 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
In this role, you are accountable for:
- Taking a lead role in prioritising work and working alongside the Senior Product Owner and Product Team to deliver continuous improvement in the NHS Workforce Recruitment Services.
- 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 Managers 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 Product Owner and wider Product Team as appropriate.
- Supporting the service delivery managers to understand the impact policy changes in the wider NHS will have on the NHS Workforce Recruitment Services.
- Line management of direct reports and ensuring their ongoing wellbeing and training needs are met. Setting clear objectives and carrying out regular ORO reviews, alongside 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
- Educated to degree level or significant management qualification and experience
Desirable
- CIPD Level 5 or equivalent
Experience
Essential
- Experience of managing and communicating change to internal and external stakeholders and customers.
- Experience of digital and non-digital service delivery
- Experience of business change and rationalisation of systems, processes and services.
- Understanding user stories and other sources of requirements (functional and non-functional)
- Writing and collaborating on user stories including the writing of acceptance criteria.
Desirable
- Experience of working with external suppliers
- Uses knowledge and insight from the wider environment to produce robust analysis and decision making
Personal Qualities, Knowledge and Skills
Essential
- Detailed knowledge of HR subject matter and recruitment processes
- Knowledge of managing and implementing digital delivery
- Knowledge of designing, developing and performing user acceptance test processes.
- Working on agile delivery teams, prioritising and providing business knowledge to the digital team.
- Working collaboratively within a multi-disciplinary team setting, both internal and externally.
- Management of own work and others work to meet deliverables.
Desirable
- Excellent presentation skills
- Reporting and analytical skills.
- Pro-active approach to self-learning and continuous professional development.
- Experience of working within a product management team.
Person Specification
Qualification
Essential
- Educated to degree level or significant management qualification and experience
Desirable
- CIPD Level 5 or equivalent
Experience
Essential
- Experience of managing and communicating change to internal and external stakeholders and customers.
- Experience of digital and non-digital service delivery
- Experience of business change and rationalisation of systems, processes and services.
- Understanding user stories and other sources of requirements (functional and non-functional)
- Writing and collaborating on user stories including the writing of acceptance criteria.
Desirable
- Experience of working with external suppliers
- Uses knowledge and insight from the wider environment to produce robust analysis and decision making
Personal Qualities, Knowledge and Skills
Essential
- Detailed knowledge of HR subject matter and recruitment processes
- Knowledge of managing and implementing digital delivery
- Knowledge of designing, developing and performing user acceptance test processes.
- Working on agile delivery teams, prioritising and providing business knowledge to the digital team.
- Working collaboratively within a multi-disciplinary team setting, both internal and externally.
- Management of own work and others work to meet deliverables.
Desirable
- Excellent presentation skills
- Reporting and analytical skills.
- Pro-active approach to self-learning and continuous professional development.
- Experience of working within a product management team.
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).
