Business Support Team Manager

Care & Social Serv Inspectorate Wales; Swansea; On-site; GBP 35,000 - 50,000; Full time

Job summary

The Care Inspectorate Wales seeks a leader for its Business Support Team. This role involves managing a multi-skilled team to enhance customer service and support internal operations. Responsibilities include overseeing training, leading change initiatives, and ensuring effective delivery of services across Wales.

Qualifications

• Experience leading and managing frontline delivery teams.
• Experience managing implementation of new work or change projects.
• Ability to provide sound advice to senior staff.

Responsibilities

• Provide leadership and management support to Business Support Service Managers.
• Oversee training and development of staff.
• Report to senior management on resource capacity.

Skills

Leadership

Change Management

Communication

Customer Service

Job description

Purpose of Post

The Care Inspectorate Wales (CIW) is the independent regulator of social care and childcare. We register, inspect and take action to improve the quality and safety of services for the well-being of the people of Wales

The purpose of the post is to provide leadership and management to the business support team. This multi-skilled team provides a delivery and frontline customer service team to members of the public, Service users and their families and providers. The team also perform the critical function of supporting internal teams to undertake their duties of registration, enforcement and inspection. This post provides direct line management to business team managers.

The post holder will work closely with operational teams in the management of the business support processes and lead on business within the business support team.

As the post is responsible for pan Wales teams, some occasional travel will be required to provide management and support.

Key Tasks:

• Provide direct leadership and management support to the Business Support Service Managers and their teams.
• Approximately x Business Managers and xx business support staff. Provide leadership and management support to all business support teams.
• Lead on embedding new ways of working, ensuring changes are implemented across all business areas in line with CIW’s strategic plan.
• Ensure that the business support team is fully prepared for all digital changes by overseeing the necessary training and guidance is in place.
• Attend project boards to ensure that changes across CIW are considered in line the support teams' capacity.
• Provide weekly reports to senior management on the business support dashboards to monitor activities and assess resource capacity for both short-term and long-term planning.
• Oversee the training and development of staff in the team by understanding training requirements, conducting briefings, and promote regular use of personal development plans.
• Collaborate with other CIW teams to Identify further enrichment for the business support teams roles following areas of digital development.
• Build strong links with other senior managers in CIW to elevate the profile of the business support team.
• Oversight of business support team practice to share good practice and identify areas for development.
• Managing own professional development and seeking appropriate opportunities in discussion with line manager.
• Act as operational lead on the Disclosure Barring Service (DBS) process, managing change in relation to the DBS process and reporting any issues to the DBS business process owner.

Experience:

1. Experience of leading and managing frontline delivery teams working with customers and service users to support delivery.
2. Experience of leading and managing the implementation of new areas of work and/or change projects.
3. Ability to provide sound advice and guidance to senior staff and other colleagues both internally and externally to support decision making.