Business Support Manager

Ross Care; Peterborough; On-site; GBP 36,000 - 48,000; Full time

Job summary

Ross Care in Cambridge & Peterborough is seeking a Business Support Manager to oversee contract-based business support functions across the service centre, ensuring effective coordination of activity, reporting, and stakeholder engagement.

The role supports operational delivery through capacity planning, performance monitoring, audit activity, and customer service oversight, while acting as the primary point of contact for the Commissioning Authority concerns or issues.

Qualifications

• Experience in management or supervisory roles.
• Proven ability to monitor performance and generate reports.
• Experience in a contract or service delivery environment.
• Strong organisation and prioritisation capabilities.
• Effective communication with multiple stakeholders.

Responsibilities

• Provide direct line management to the Customer Service Team and set objectives.
• Coordinate capacity planning and activity management for field service rounds.
• Act as first point of contact for the Commissioning Authority and maintain relationships.
• Coordinate monthly, quarterly and annual reports and monitor KPIs.
• Lead recruitment and drive compliance and continuous improvement.

Skills

Organisation

Data analysis

Capacity planning

Stakeholder engagement

Team collaboration

Problem solving

Job description

Based at: Cambridge & Peterborough Service Centre (PE29)

Job purpose:

The Business Support Manager is responsible for overseeing business support functions across the contracts based at their dept, ensuring effective coordination of activity, reporting, and stakeholder engagement.

The role supports operational delivery through capacity planning, performance monitoring, audit activity, and customer service oversight, while acting as the primary point of contact for the Commissioning Authority concerns or issues. The postholder will work as part of the Senior Management Team at Cambridge & Peterborough Service Centre.

Key Responsibilities:

Line Management

• Provide direct line management to the Customer Service Team.
• Set objectives, monitor performance, and support development of direct reports.
• Ensure team structure and resource aligns with service requirements.

Capacity and Activity Management

• Manage booking coordination for all activity for Field Service Engineer (FSE) rounds.
• Ensure capacity is effectively utilised and aligned with demand.
• Identify capacity risks and escape where required.

Stakeholder Management

• Act as the first point of contact for the Commissioning Authority.
• Maintain effective relationships with commissioners and stakeholders.

Reporting and Performance Monitoring

• Coordinate monthly, quarterly, and annual reports.
• Collate and validate data.
• Monitor KPIs and escape concerns.
• Manage people performance including absence, training, and engagement.

Audit, Compliance and Customer Service Quality

• Conduct customer service audits and call listening.
• Identify improvement areas and ensure compliance.

Management Team Responsibilities

• Contribute to management team planning and development.
• Lead and support recruitment across the service
• Promote compliance and continuous improvement.

Experience

• Management or supervisory experience
• Performance monitoring and reporting
• Contract or service delivery environment

Attributes

• Detail-oriented
• Ability to prioritise
• Team collaboration
• Proactive problem-solving

Skills and Knowledge:

• Organisation and coordination
• Data analysis
• Capacity planning understanding
• Communication and stakeholder engagement

Service user/other agency/public engagement and involvement:

Ross Care is committed to promoting and embedding equality, diversity and inclusiveness and expects that the post holder will actively promote and engage this commitment in all that they do.

The post holder should ensure that in all their behaviours, attitudes and working they recognise and take account of the health needs and rights of all sections of the community including ethnicity, disability, gender, age, sexual orientation and religion/belief. The post holder will be expected to engage the service users, other agencies and the public where relevant and adhere to the Company’s policies and procedures governing zero tolerance to discrimination, harassment, bullying, stereotyping and prejudicial treatment.

This job description shall not limit your role, you will also be expected to carry out any other duties that you manager feels are within your capabilities and skill set. The above may not cover everything involved in the position but indicates the size and scope of the role and may be subject to change as the role develops.