Service Delivery Manager

PFAS (Personal Functional Assessment Services); Redhill; On-site; GBP 50,000 - 65,000; Full time

Job summary

PFAS (Personal Functional Assessment Services) in Redhill seeks an experienced manager to lead clinical and non-clinical teams, ensuring engagement and delivery of contractual standards across services.

You will use the PFAS performance framework to monitor performance, address issues, and drive development; be on-site and collaborate with Clinical Management Teams to support staff success.

Qualifications

• Leadership and management capabilities across clinical and non-clinical teams.
• Ability to monitor and improve team performance using frameworks.
• Experience supporting staff development and retention.

Responsibilities

• Lead, motivate, and develop clinical and non-clinical teams to ensure high engagement, retention, and delivery of contractual standards.
• Utilise the PFAS performance management framework to monitor team and individual performance, implementing actionable development plans.
• Work with Clinical Management Teams to develop a collaborative approach to staff success.
• Conduct regular feedback sessions, coaching, and professional development initiatives to meet or exceed performance targets.
• Address performance issues, absenteeism, and other challenges promptly to maintain productivity and service quality.
• Manage day-to-day operations, ensuring functional assessments are delivered in line with contractual service targets and raise concerns with solutions.
• Review slot capacity daily, allocate resources effectively, and report progress against targets to internal teams.
• Collaborate with Clinical Performance Leads to monitor quality and implement corrective actions.
• Identify and implement process improvements to enhance workflows for face-to-face, telephone, and video assessments.
• Work with the PFAS Training Team on clinical training and support plans, monitoring learning curves and cascading slot impacts.
• Assist in producing clinical training planners for new colleagues.
• Oversee annual leave approvals and provide capacity vs. forecast reports to the Operations Manager.
• Review slots/capacity daily and report tracking against targets to internal teams.
• Manage daily operations across clinical and non-clinical colleagues to ensure delivery of functional assessments.
• Act as the primary point of contact for internal and external stakeholders, ensuring clear communication and alignment on processes.
• Build positive relationships with claimants and external partners to support a smooth assessment process.
• Ensure high-quality customer service by resolving complaints promptly and implementing corrective actions.
• Ensure adherence to health and safety regulations, data protection, confidentiality, and corporate standards.
• Promote professional behaviour and adherence to organisational policies across all teams.
• Be present on site to support a culture of collaboration and management presence.

Skills

Team Leadership

Performance Management

Operational Oversight

Stakeholder Management

Job description

Team Leadership & Performance Management

• Lead, motivate, and develop clinical and non-clinical teams to ensure high engagement, retention, and delivery of contractual standards.


• Utilise the PFAS performance management framework to monitor team and individual performance, implementing actionable development plans.


• Working alongside Clinical Management Teams to develop a collaborative approach to supporting staff to succeed in role


• Along with the CSL Conduct regular feedback sessions, coaching, and professional development initiatives to meet or exceed performance targets.


• Address performance issues, absenteeism, and other challenges promptly to maintain productivity and service quality.

Operational Oversight & Daily Management

• Manage day-to-day operations, ensuring functional assessments are delivered in line with contractual service targets. Proactively addressing concerns and flagging these to operations manager with solution focused approach


• Review slot capacity daily, allocate resources effectively, and report progress against targets to internal teams.


• Collaborate with Clinical Performance Leads to monitor quality, address trends, and implement corrective actions in collaboration

Continuous Improvement & Training Support

• Identify and implement process improvements to enhance workflows for face-to-face, telephone, and video assessments.


• Work with the PFAS Training Team on clinical training and support plans, monitoring learning curves and cascading slot impacts.


• Assist in producing clinical training planners for new colleagues.

Capacity Planning & Reporting

• Oversee annual leave approvals and provide capacity vs. forecast reports to the Operations Manager.


• To review slots/capacity on a daily basis and report to internal teams on tracking against targets


• Manage daily operations and allocate resources across clinical and non-clinical colleagues to ensure the delivery of functional assessments in line with contractual service targets.

Stakeholder Collaboration & Customer Service

• Act as the primary point of contact for internal and external stakeholders, ensuring clear communication and alignment on processes.


• Build positive relationships with claimants and external partners to support a smooth assessment process.


• Ensure high-quality customer service by resolving complaints promptly and implementing corrective actions.

Compliance & Safety

• Ensure adherence to health and safety regulations, data protection, confidentiality, and corporate standards always.


• Promote professional behaviour, appearance, and adherence to organisational policies across all teams.

General/Additional Duties:

• To comply with the Corporate Confidentiality Policy at all times;


• Ensure all mandatory training is completed


• Be present on site to support a culture of collaboration and management presence