HAAS WCA Team Performance Lead - L4

PFAS (Personal Functional Assessment Services); Croydon; On-site; GBP 35,000 - 39,000; Full time

Job summary

A leading company in medical assessments is seeking a HAAS WCA Team Performance Lead. This role involves ensuring compliance, managing teams, and driving performance. Ideal candidates will have strong leadership and communication skills, and experience in operations management. The position offers a hybrid work environment with flexible hours and various employee benefits.

Benefits

Flexible working

Training

CPD budget

Development opportunities

Employee assistance

Discounts

Pension

Bonus schemes

Health initiatives

Qualifications

• Experience in operation management or similar.
• Team management, driving performance, supervising quality work.

Responsibilities

• Ensure compliance with DWP governance and optimize operations.
• Oversee team performance and manage customer service reps.

Skills

Leadership

Communication

Problem Solving

Organizational Skills

Education

GCSE/O level passes A-C including English and Maths

NVQ Level 4 or degree in business administration

Job description

Join to apply for the HAAS WCA Team Performance Lead - L4 role at PFAS (Personal Functional Assessment Services)

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Join to apply for the HAAS WCA Team Performance Lead - L4 role at PFAS (Personal Functional Assessment Services)

IPRS PFAS is an independent provider of quality medical assessments with a network of specialist health practitioners across various clinics, mainly in Southeast UK. We pride ourselves on professionalism, care, expertise, and valuing teamwork. We listen to customers, claimants, and colleagues to support continual learning and development.

We are seeking a HAAS WCA Team Performance Lead to ensure seamless service delivery to our clients and customers.

Position:

Main purpose of the job:

As PFAS WCA Team Performance Lead for HAAS (Health Assessment Advisory Services), you will be a key member of the PFAS HAAS WCA Lot 4 Operational team, working with the PFAS Senior Leadership and clients to meet contractual requirements. Responsibilities include:

• Ensuring compliance with DWP governance, risk, and quality standards while optimizing operations and service delivery.
• Managing healthcare practitioners and customer service teams, maintaining strong stakeholder relationships, including with the Prime Contract Holder.

Responsibilities:

Supporting the WCA Assessment Centre Manager in daily operations, managing customer service reps and healthcare practitioners to ensure high-quality service and performance. As a Clinical Trainer and Functional Assessor, you will:

• Oversee team performance to meet targets, manage performance, and productivity.
• Lead team meetings, collaborate on KPIs, and address service penalties.
• Resolve team issues, investigate complaints, and escalate when needed.
• Work with management to implement best practices and streamline processes.
• Support healthcare practitioners by escalating clinical queries and communicating resolutions.
• Mentor, coach, and review team performance, manage absences, and foster collaboration across PFAS teams.

Minimum Requirements:

• GCSE/O level passes A-C including English and Maths.
• Experience in operation management or similar.
• NVQ Level 4 or degree in a relevant field such as business administration.

Experience:

• Team management, driving performance, supervising quality work.
• Effective collaboration, workload management, and adherence to professional standards.
• Strong communication skills adaptable to various audiences.
• Understanding and meeting customer and client needs professionally.
• Ability to lead and inspire a team towards results.

Knowledge:

• Experience working with vulnerable individuals with health challenges.
• Knowledge of data analysis and reporting tools for performance insights.

Skills and Abilities:

• Leadership, coaching, and motivation skills.
• Excellent communication ensuring high customer service standards.
• Prioritization, KPI achievement, autonomous decision-making.
• Critical thinking, problem-solving, organizational skills.
• Proactive team player committed to confidentiality and resilience.

Additional Information:

Salary: £35,000 - £39,000

Position: Full-time, permanent

Location: Hybrid (London/South East, Croydon)

Hours: 40 hours/week, Mon-Fri

What We Offer:

• Flexible working, training, CPD budget, development opportunities.
• Employee assistance, discounts, leave, pension, bonus schemes, health initiatives.

We value diversity and promote equality of opportunity. We are Disability Confident employers and will make reasonable adjustments for candidates. For application support, contact [e-mail].