Team Manager

Job description

Job responsibilities

JOB PURPOSE

Manage a team of Screening Officers, ensuring all daily objectives, KPIs and SLAs are achieved.

To provide professional guidance, advice and support internally and to customers where appropriate.

Review and develop Standard Operating Procedures for the team where appropriate.

Provide support across the full range of staff management e.g. sickness absence, annual leave etc.

DIMENSIONS

This role supports the National Cervical Screening Programme and is vital in supporting womens health and saving lives ensuring that women receive invites/reminders, processes test results by:

Ensuring staff maintain the accuracy of clinical and demographic information in a specialised database (The NHS Information Authority National Screening Programmes Exeter System) including the upload, processing and validating of large batches of clinical results and the resolving of any discrepancies or anomalies in the data in an end to end process.

Ensuring staff are preparing, quality checking and distributing all printed material associated with the Cervical Cytology Screening schemes within national and local timescales and audit requirements

Ensuring staff are providing information and advice to users of the scheme including the general public in line with SOPs and guidance.

This post has line management responsibility for a team of a number of screening officers.

The post holder will have authority to approve travel expenses, annual leave, sickness absence, overtime in line with delegated approval limits.

KEY RESULT AREAS

The post holder will:

Contribute to the day to day management of the Cervical Screening Administration Service (CSAS)

Manage, reschedule, prioritise and plan for any day to day adjustments that arise to deliver the screening service in line with the daily NHAIS and Lablinks contractual deadlines.

Manage the communication of complex and sensitive information/data

Management of risks pertaining to the screening service linking in with NECS risk management policies and procedures

Management and delivery of improvement projects

Manage the delivery within the service level agreement adhering to the standard operating procedures (SOPs) to deliver in line with customer expectations.

Regularly support the Operations Managers and pier Team Managers in the collation of the reporting requirements for CSAS in line with the specification.

Manage and co-ordinate the sharing of knowledge and lessons learnt across teams and projects to ensure effective working and learning.

Carry out audits (CSLP) including raising SILs - weekly

Participate in arrangements for cross cover during periods of annual leave and sickness.

To act as a leader in response to issues, which are often urgent.

Provide Line Management to an agreed number of staff

Provide a coaching / mentoring environment to your team

Participate in the recruitment and selection of staff.

Assist in the management of the induction of new staff and staff training as required, participate and be updated in the ongoing technology packages which are/and will become available.

Support the Operational Manager to implement all relevant systems, audit results and processes and to ensure that the team can maximise its performance against performance level agreements.

Contributes and proposes changes to working practices for the Cervical Screening service.

Maintain the strictest level of confidentiality at all times.

In conjunction with HR managing poor performance and discipline as they arise within the team.

Be conversant and comply with the organisations, policies and procedures.

The Team Manager will be expected to work on their own initiative within appropriate occupational guidelines, referring to the Operations Manager as necessary.

Deputise for the Operations Manager in their absence, providing effective management of the team activity and resources.

Represent the team positively and proactively at relevant meetings or forums either within NECS or with external stakeholders.

Support the delivery of excellence to customers.

System administrator for ESR

Participate in Daily Buzzes with Operations Manager

Lead Daily Buzzes with the team

To support training and development

To maintain personal professional competency and appropriate development.

To carry out the duties and responsibilities of the post in accordance with organisational policies

Ensure compliance with organisational standards.

Person Specification

Experience

Essential

• Customer case handling and administrative processing experience in PCS related or other key services where customers and achievement of defined SLAs are important - minimum 1 year should that be general admin services?
• Knowledge of relevant administration systems
• Excellent standard of customer interaction and verbal communication
• Good knowledge of benefits realisation tools and techniques
• Familiar with working in an office environment.
• Excellent communication skills including an excellent standard of written and spoken English
• Ability to operate an IT and telephone system (with the appropriate training and support)
• Internal and external customer focus

Qualifications

Essential

• Educated to degree level or equivalent experience
• Experience of using Microsoft office systems including Word, Excel
• Experience of using either a Customer Relationship Management (CRM) system, or other IT systems as a key part of a day-to-day role

Skills and Competencies

Essential

• Effective communication skills (oral & written)
• Ability to use initiative and work to demanding deadlines.
• Able to organise own workload and prioritise.
• Excellent organisational skills, manage a number of tasks at any one time.

Desirable

• Advanced keyboard skills.
• Ability to develop good communication links with management and staff at all levels across the organisation and other agencies.

Employer details

Employer name

NHS North Of England Commissioning Support Unit

Address

Falcon House

Fulwood Business Park Caxton Rd

Preston

PR2 9NZ

Employer's website

https://www.necsu.nhs.uk (Opens in a new tab)