Assist Team Manager

Auriga Services Limited; Birmingham; Hybrid; GBP 32,000 - 40,000; Full time

Job summary

Auriga Services Limited in Birmingham is seeking an Assist Team Manager to deliver end-to-end operational advice services. You will line-manage the Assist team, supervise performance, and coordinate training, with hybrid office attendance at least one day weekly.

The role reports to the Head of Advice Services and involves driving SLA/KPI performance, stakeholder reporting, and continuous process improvements to enhance customer outcomes.

Qualifications

• At least two years’ experience of managing people.
• Experience of delivering outstanding customer service and process improvement.
• Demonstrable experience of managing teams remotely, using technology to support.
• Ability to demonstrate leadership skills and motivate your team to reach their potential.
• Excellent communication skills both verbal and written.
• Ability to manage workload and plan team tasks.
• Experience of managing contract performance to meet SLAs and KPIs.
• Knowledge of welfare rights and debt advice practices.

Responsibilities

• Management: line manage a team of direct reports, set objectives aligned to corporate strategy, conduct performance reviews, address HR issues, provide coaching and supervision.
• Performance monitoring: drive individual and team performance through training, coaching and improvement plans.
• Resource Planning: optimise resources, forecast required FTE and assign tasks to meet contractual requirements.
• Culture: create a positive and engaging work environment that motivates team members.
• Contract Management: deliver and onboard advisory contracts, ensure SLA’s and KPI’s are achieved, report performance.
• Process Improvement: identify and implement continuous improvements to processes to enhance customer journey.

Job description

Assist Team Manager

• Job Salary: £36,050
• Team: Assist
• Contract Term: Permanent
• Location: Hybrid working (office base is in Birmingham City Centre) expectation to be in the office at least one day a week and to attend face to face meetings and training as required
• Hours: 37.5 hours per week, Monday to Friday

Purpose of the role: The Assist Team Manager is responsible for the end-to-end delivery of operational advice service contracts managed by Auriga and is responsible for effectively managing individual and team performance.

Reports to: Head of Advice Services

Direct reports: Service Delivery Assistants and Grant Assessors

Responsibilities:

• Management: You will line manage a team of direct reports, including setting clear objectives aligned to corporate strategy, conducting performance reviews, dealing with HR issues, providing support, coaching and technical supervision. Identify training needs and provide opportunities for team members to develop their skills and knowledge
• Performance monitoring: Drive your teams individual and overall performance through monitoring, training, coaching and where needed the implementation of performance improvement plans.
• Resource Planning: Optimising resources in the Assist team, to ensure high quality, efficient and a cost-effective service. Effectively forecast the required FTE to achieve contractual requirements and assign tasks and monitor to ensure completed in a timely manner.
• Culture: Create a positive and engaging work environment that motivates team members to perform at their best
• Contract Management: Contract delivery and onboarding of advice service contracts held by Assist, ensuring SLA’s and KPI’s are achieved. To include stakeholder management and regular reporting on performance;
• Process Improvement and innovation: Identify and implement continuous improvements to process to ensure we are effective and efficient in our operations, to improve the customer journey of our beneficiaries, and to better achieve business objectives.

Requirements:

• At least two years’ experience of managing people, preferably within an advice sector setting, and be able to demonstrate a proven track record of success
• Experience of delivering outstanding customer service and process improvement, and be able to demonstrate the impact that you have achieved
• Demonstrable experience of managing teams remotely, using technology to support
• Ability to demonstrate your leadership skills, and ability to motivate and manage the performance of your team, encourage them to achieve their full potential
• Excellent communication skills both verbal and written and be able to use your communication skills to create healthy relationships with your team and others.
• The ability to work under pressure, manage and plan own workload and plan the workload of your team
• Experience of managing contract performance and achieving excellent performance against SLA’s and KPI’s, be able to identify and react to any areas of concern and address
• A good working knowledge of welfare rights and debt advice practices

Interview dates: Weeks commencing 21 st & 28 th September
Location: TBC