Service Manager

NEC Software Solutions; Tees Valley; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Private Medical Cover

Pension plan with employer up to 8.5%

25 days annual leave

4x basic salary life assurance

LinkedIn Learning access

Job summary

NEC Software Solutions are recruiting to lead and manage a team of approximately 20 assessors in a hybrid role, ensuring services meet contractual requirements and quality standards. You will set performance targets, coach staff, and drive continuous improvement while coordinating with internal stakeholders and maintaining regulatory compliance.

You will oversee workload planning, resource allocation, and performance reviews, promoting a positive team culture and aiming for exceptional service

Qualifications

• Experience leading and managing a team of around 20 assessors.
• Experience delivering services to contractual requirements and quality standards.
• Ability to plan workloads and monitor performance metrics.
• Willingness to travel occasionally.

Responsibilities

• Lead and manage a team of approximately 20 assessors, ensuring services meet contractual requirements, procedures and quality standards.
• Set, monitor and manage individual and team performance targets using performance data to drive productivity and quality.
• Maintain contractual quality standards and ensure targets are met.
• Manage all aspects of employee performance, including objective setting, coaching, absence management and recognition of achievement.
• Identify training needs and provide learning, coaching and support.
• Create a positive, engaging environment and motivate team members to meet objectives.
• Plan workloads, prioritise tasks and complete activities within timescales.
• Support workforce planning and resource allocation to meet customer and business needs.
• Provide guidance on legislation, policy and procedures and QA activities to improve performance.
• Develop understanding of contract requirements and customer expectations.
• Build relationships with internal stakeholders and escalate risks to the Operations Manager.
• Contribute to continuous improvement and ensure compliance with policies and regulatory requirements.

Skills

Team leadership

Performance management

Coaching

Stakeholder management

Quality assurance

Training needs analysis

Job description

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

• Role is Hybrid**
• Lead and manage a team of approximately 20 assessors, ensuring services are delivered in line with contractual requirements, operational procedures and quality standards.
• Set, monitor and manage individual and team performance targets, using performance data to drive productivity, quality and service outcomes.
• Maintain contractual quality standards, ensuring the team consistently achieves agreed accuracy and service level targets.
• Manage all aspects of employee performance, including objective setting, regular one-to-ones, coaching, absence management, disciplinary procedures and recognition of achievement.
• Identify training and development needs within the team and ensure appropriate learning, coaching and support is provided.
• Create a positive and engaging working environment, motivating and supporting team members to achieve individual and business objectives.
• Manage day-to-day operational activities, ensuring workloads are effectively planned, prioritised and completed within agreed timescales.
• Support workforce planning and resource allocation, ensuring adequate staffing levels are maintained to meet customer and business requirements.
• Maintain a strong understanding of relevant legislation, policy and operational procedures, providing guidance and support to team members where required.
• Undertake quality assurance activities, including reviewing work, identifying trends and implementing corrective actions to improve performance.
• Develop and maintain a detailed understanding of contract requirements, performance measures and customer expectations.
• Build effective working relationships with internal stakeholders, escalating issues, risks and resource challenges to the Operations Manager as appropriate.
• Support the achievement of contractual performance and financial targets through effective management of resources and operational efficiency.
• Manage relationships with customers and stakeholders on day-to-day operational matters, ensuring issues are resolved promptly and professionally.
• Contribute to continuous improvement initiatives, identifying opportunities to improve processes, efficiency, quality and customer experience.
• Ensure compliance with company policies, procedures and regulatory requirements, promoting best practice across the team.
• Maintain excellent attendance and punctuality, leading by example and managing attendance within the team in accordance with company policy.
• Deliver team briefings, coaching sessions and operational updates, ensuring staff remain informed, engaged and capable of performing their roles effectively.
• Act as a positive role model and ambassador for the organisation, demonstrating company values and supporting wider business initiatives.
• Provide operational information, reports and updates to the Operations Manager, highlighting performance, risks, issues and improvement opportunities.
• Support business continuity arrangements and operational resilience, ensuring service delivery can be maintained during periods of change or absence.
• Deputise for the Operations Manager on operational matters when required, within agreed authority levels.
• Be willing to travel occasionally to customer or company sites where business requirements dictate.

Additional Information

• We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:
• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

Other Information

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks.
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.