Team Manager - Disability Assessors - West Midlands

West Midlands
24 Nov 2016
06 Dec 2016
Contract Type
Full Time
Capita have been awarded a contract by the Department of Work and Pensions (DWP) in England and the Department for Communities (DfC) in Northern Ireland for the delivery of Personal Independence Payment (PIP) assessment services.

The changes brought in by the Welfare Reform Bill have seen the Disability Living Allowance (DLA) replaced by PIP. Capita has been contracted by the DWP and the DfC in Northern Ireland to set up and deliver services to assess claimants in central England, Wales and Northern Ireland for PIP.

Capita PIP employs a diverse range of people, taking in health professionals, enquiry centre agents and operations staff. Our aim is to deliver assessments in an empathetic, professional and dignified way on behalf of claimants, the DWP and the DfC.

The Team Manager will manage and motivate a team of Field and Clinic based Disability Assessors aiming to maximise performance and operational effectiveness whilst delivering all customer and internal service levels. The Team Manager will ensure that policies, procedures and documentation are professionally and efficiently administered and ensure that Disability Assessors are successfully and effectively managed.

Team Managers will set objectives and performance targets, complete internal checks for adherence to processes and procedure and plan appropriate workloads. Working in conjunction with the Regional Manager, the Team Manager will develop all individuals' skills to their full potential whilst driving the highest possible standards of claimant care and quality.

The Team Manager will also ensure that all individuals within their team are fully aware of the business' aims and objectives providing relevant and timely updates where appropriate on all aspects of business / market change.

The Team Manager will be prepared to travel to multiple locations within the Region and to attend training events and business meetings held at Fort Dunlop Birmingham.

Dimensions / Key Accountabilities

* To 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.
* To 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.
* 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.
* To work alongside the 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
* Support the Regional Manager in managing the impact of all internal and customer-driven change and initiatives on the clinic operation, ensuring that system and process change is understood and that the impact on resource levels is planned.
* 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

Escalate any appropriate problems with proposed solutions to the Regional Manager in a timely manner.

Maintain strong communication links with, and provide assistance to internal & external service providers including, but not limited to, Resource and Planning, Management Information team, Clinical Governance, and Learning & Development.

Be available as a decision-maker in the escalation process.

Host or attend team meetings to support business requirements and organisational priorities

Ensure your continued professional development is undertaken with a view to the post you hold and be proactive in keeping up to date with developments affecting your work

As directed by the Regional Manager or member of the Senior Management Team, complete any other duties that may be deemed necessary by the business to ensure successful delivery of the PIP assessment service.

Key Skills and Experience

* Demonstrable planning, leadership and organisational skills
* Experience of managing c.20 staff in front-line customer service/clinical environments.
* Ability to work in a high-pressured environment managing detailed operational deliverables, meeting targets and business plans.
* Able to develop and deliver presentations to direct reports and stakeholders

Education & Qualifications

A level or equivalent

Excellent written and spoken English

Highly numerate and able to understand statistical information


At least 2 years' experience held in a management post

Job Experience Team Management - able to demonstrate previous examples of managing teams across a variety of locations

Technical Skills Competent user of main Microsoft packages (Word, Excel, PowerPoint, Visio)

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us