Team Manager
Role: Team Manager
Job Purpose:
- To lead and manage a specific customer focused administrative service, in line with service level agreements and all performance indicators.
- Develop and enhance the service ensuring a flexible, efficient and professional approach is maintained.
- Act as first point of contact for a diverse client base, ensuring effective service delivery and early resolution to any issues.
Key Accountabilities:
- To effectively manage workload of the team (a typical headcount of 20, not exceeding 25), using an identified system to allocate work appropriately, including monitoring and assisting employees using specialist knowledge of the service and demand management tools, in line with service level agreements.
- To be responsible for all processes within team including procedure guides, ensuring all are mapped with appropriate data protection and quality checks and are updated on a regular basis. Gain knowledge of the process and service area in order to participate in any initiatives to develop these further, to ensure efficient and effective in meeting customer needs.
- Continually review working arrangements, systems and procedures, to improve service delivery and identify efficiencies.
- Review and update service level agreements, in consultation with team and client on an annual basis.
- Build and develop effective working relationships with clients, third parties and within Capita and provide first point of contact with clients on day to day work related issues, providing effective negotiation to enable resolution of any issues and undertake regular service reviews.
- To be responsible for effective communication by providing in-depth specialist advice and information to employees/clients/customers via e-mail, telephone, written and face to face. The communication may be of contentious information/situations.
- Recruit, plan and manage the deployment of resources within the team in order to maintain a skilled and effective workforce to meet contractual obligations and achieve service levels by ensuring the team deliver to set targets.
- Provide performance management data to the Business Services Managers/Safeguarding Administration Manager to facilitate monthly reporting framework is adhered to and use this information effectively to manage the performance of the team to maintain and improve standard of service delivered to customers.
- Motivate and develop the team through appraisals, coaching, one to ones and personal development plans, setting appropriate objectives in line with service objectives, ensuring they have appropriate skills, empowerment and responsibility to undertake their role effectively.
- Work with other Team Managers within Business Services to provide a resilient service to the customer
- Work with the West Sussex Intelligent client team to resolve and issues and develop the service in line with changing council and Capita requirements.
- Manage day to day operational HR issues such as absence management, disciplinary/capability/grievances, in line with current policies and procedures including appropriate liaison with HR specialists and senior managers, as appropriate, and take any identified appropriate action required.
- Hold regular team meetings and briefings to disseminate information and provide team members with effective means of giving feedback to managers.
- Be responsible for producing an annual training programme in line with the required skill sets, to maintain a high quality of work provided to customers and, also meets all elements of mandatory training/induction required.
- Maintain awareness of changes (including legislative) within the specialist areas of the team, and undertake appropriate training as required, communicating changes to employees as appropriate.
- Gain knowledge of other Team Managers' areas of responsibility in order to provide support and cover as required.
- To be responsible for effective communication by providing in-depth specialist advice and information to clients/customers via e-mail, telephone, written and face to face.
- To be responsible for regular Health & Safety assessments of local team including advice on policy and procedures.
- To ensure accuracy, confidentiality, security and maintenance of all information, in line with client and Capita data protection requirements, ensuring all necessary steps are taken to minimise risks and report any breach/near miss of information security as per agreed reporting protocols.
- To support Capita Corporate Social Responsibilities by providing opportunities within team for learning placements and other projects which will positively impact on the local community.
- To undertake any other duties in line within the scope of the role as requested by the Business Service Manager/Safeguarding Administration Manager
Person Specification:
- Demonstrable evidence of managing a large team in providing a successful service to a range of clients.
- Good at organising day to day workload in order to follow/meet a given brief.
- Experience and confidence in dealing with people and the ability to establish credibility at all levels of the organisation.
- NVQ Level 3 in line management or equivalent
Skills:
- Ability to operate a demanding administrative service. Normally demonstrated by evidence of locally managing the operation of a service, contributing into procedural reviews and objective setting. Key skill 1
- Excellent interpersonal and communication skills in order to influence the actions of others, convey potentially contentious information, and negotiate, persuade clients to adopt a particular or different course of action than that they might choose, such as persuading clients to have their needs meet in a different manner or to resolve service delivery complaints. Key skill 2
- Ability to research, analyse information, interpret, plan over the medium term and make judgements within budgets based on the needs of the client, including efficient problem solving skills to ensure client demand is met and to a high standard. Key skill 3
- Sound and accurate IT skills in order to produce reports, presentations and spreadsheets and monitor statistics. Key skill 4
- Close attention to detail and ability to meet tight deadlines in order to deliver an efficient and effective service. Key skill 5
- Ability to adapt to changing situations in a measured and flexible manner in order to adapt the service provided to suit any change in circumstance whether legislative, structural, partnership related etc. Key skill 6
- Ability to gain the trust and respect of other professionals in order to be able to secure and develop partnership working. Key skill 7
- Very good creative skills for either designing easily understandable communications or for dealing with people or development of specific policies and procedures. Key skill 8
- The ability to act in an appropriate manner and with discretion, whilst hearing confidential, sensitive or disturbing information. Key skill 9
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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.
Job Purpose:
- To lead and manage a specific customer focused administrative service, in line with service level agreements and all performance indicators.
- Develop and enhance the service ensuring a flexible, efficient and professional approach is maintained.
- Act as first point of contact for a diverse client base, ensuring effective service delivery and early resolution to any issues.
Key Accountabilities:
- To effectively manage workload of the team (a typical headcount of 20, not exceeding 25), using an identified system to allocate work appropriately, including monitoring and assisting employees using specialist knowledge of the service and demand management tools, in line with service level agreements.
- To be responsible for all processes within team including procedure guides, ensuring all are mapped with appropriate data protection and quality checks and are updated on a regular basis. Gain knowledge of the process and service area in order to participate in any initiatives to develop these further, to ensure efficient and effective in meeting customer needs.
- Continually review working arrangements, systems and procedures, to improve service delivery and identify efficiencies.
- Review and update service level agreements, in consultation with team and client on an annual basis.
- Build and develop effective working relationships with clients, third parties and within Capita and provide first point of contact with clients on day to day work related issues, providing effective negotiation to enable resolution of any issues and undertake regular service reviews.
- To be responsible for effective communication by providing in-depth specialist advice and information to employees/clients/customers via e-mail, telephone, written and face to face. The communication may be of contentious information/situations.
- Recruit, plan and manage the deployment of resources within the team in order to maintain a skilled and effective workforce to meet contractual obligations and achieve service levels by ensuring the team deliver to set targets.
- Provide performance management data to the Business Services Managers/Safeguarding Administration Manager to facilitate monthly reporting framework is adhered to and use this information effectively to manage the performance of the team to maintain and improve standard of service delivered to customers.
- Motivate and develop the team through appraisals, coaching, one to ones and personal development plans, setting appropriate objectives in line with service objectives, ensuring they have appropriate skills, empowerment and responsibility to undertake their role effectively.
- Work with other Team Managers within Business Services to provide a resilient service to the customer
- Work with the West Sussex Intelligent client team to resolve and issues and develop the service in line with changing council and Capita requirements.
- Manage day to day operational HR issues such as absence management, disciplinary/capability/grievances, in line with current policies and procedures including appropriate liaison with HR specialists and senior managers, as appropriate, and take any identified appropriate action required.
- Hold regular team meetings and briefings to disseminate information and provide team members with effective means of giving feedback to managers.
- Be responsible for producing an annual training programme in line with the required skill sets, to maintain a high quality of work provided to customers and, also meets all elements of mandatory training/induction required.
- Maintain awareness of changes (including legislative) within the specialist areas of the team, and undertake appropriate training as required, communicating changes to employees as appropriate.
- Gain knowledge of other Team Managers' areas of responsibility in order to provide support and cover as required.
- To be responsible for effective communication by providing in-depth specialist advice and information to clients/customers via e-mail, telephone, written and face to face.
- To be responsible for regular Health & Safety assessments of local team including advice on policy and procedures.
- To ensure accuracy, confidentiality, security and maintenance of all information, in line with client and Capita data protection requirements, ensuring all necessary steps are taken to minimise risks and report any breach/near miss of information security as per agreed reporting protocols.
- To support Capita Corporate Social Responsibilities by providing opportunities within team for learning placements and other projects which will positively impact on the local community.
- To undertake any other duties in line within the scope of the role as requested by the Business Service Manager/Safeguarding Administration Manager
Person Specification:
- Demonstrable evidence of managing a large team in providing a successful service to a range of clients.
- Good at organising day to day workload in order to follow/meet a given brief.
- Experience and confidence in dealing with people and the ability to establish credibility at all levels of the organisation.
- NVQ Level 3 in line management or equivalent
Skills:
- Ability to operate a demanding administrative service. Normally demonstrated by evidence of locally managing the operation of a service, contributing into procedural reviews and objective setting. Key skill 1
- Excellent interpersonal and communication skills in order to influence the actions of others, convey potentially contentious information, and negotiate, persuade clients to adopt a particular or different course of action than that they might choose, such as persuading clients to have their needs meet in a different manner or to resolve service delivery complaints. Key skill 2
- Ability to research, analyse information, interpret, plan over the medium term and make judgements within budgets based on the needs of the client, including efficient problem solving skills to ensure client demand is met and to a high standard. Key skill 3
- Sound and accurate IT skills in order to produce reports, presentations and spreadsheets and monitor statistics. Key skill 4
- Close attention to detail and ability to meet tight deadlines in order to deliver an efficient and effective service. Key skill 5
- Ability to adapt to changing situations in a measured and flexible manner in order to adapt the service provided to suit any change in circumstance whether legislative, structural, partnership related etc. Key skill 6
- Ability to gain the trust and respect of other professionals in order to be able to secure and develop partnership working. Key skill 7
- Very good creative skills for either designing easily understandable communications or for dealing with people or development of specific policies and procedures. Key skill 8
- The ability to act in an appropriate manner and with discretion, whilst hearing confidential, sensitive or disturbing information. Key skill 9
Follow Capita on
Follow Capita on
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.