Team Manager

NHS Business Services Authority; Fleetwood; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A public health service provider is seeking a Pensions Team Manager in Fleetwood. This role involves providing strong leadership to enhance team performance and customer service while fostering a culture of continuous improvement. Candidates should demonstrate exceptional leadership skills and a passion for supporting their team. The position includes flexible and hybrid working patterns, with various benefits available, including annual leave and career development opportunities.

Benefits

27 days leave plus 8 bank holidays

Flexible working options

Career development

Access to discounts

Qualifications

• Experience in team management with a focus on customer service.
• Strong influencing and motivating skills.
• Ability to promote continuous improvement in a team.

Responsibilities

• Manage performance and objectives of the team.
• Inspire and motivate team members.
• Facilitate process improvements based on feedback.

Skills

Leadership

Customer service

Team management

Job description

Job Summary

Do you have a passion for working with people and have natural leadership skills such as influencing, motivating, and engaging well with others?

Our customers are at the heart of everything we do. As a Pensions Team Manager, you will be responsible for supporting your team to provide the best service to our customers and work with colleagues at all levels to provide strong and clear leadership for your team, managing all areas of performance and ensuring that team objectives are achieved.

You'll play a key role in creating a culture of continuous improvement within the team, helping to develop new ways of working that boost performance, enhance customer service, and reduce costs. We'd love to see your ideas make a real difference!

What do we offer

• 27 days leave (increasing with length of service) plus 8 bank holidays
• Flexible working
• Flexi time
• Hybrid working model
• Career development
• Active wellbeing and inclusion networks
• Excellent pension
• Access to a wide range of benefits and high street discounts!

We wanted to let you know that our team members currently working at our Hesketh House office in Fleetwood will soon be settling into a brand new office space in Blackpool.

We have vacancies available in both Newcastle and Fleetwood, with hybrid and flexible working options considered in line with the needs of the service.

Main duties of the job

Provide effective day to day management of individuals within the team which promotes the achievement of specific service delivery targets and an excellent customer experience.

Inspire and motivate the team for optimisation of resource capacity to ensure it meets the work demand through timely interventions and positive performance management.

For a full list of role accountabilities, please refer to the attached job description.

About Us

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.

Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That’s why when you join us, you’ll be empowered and given the right support to help your career grow.

As one of the UK’s Best Big Companies to work for, we’re all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.

We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.

Ready to join us on our journey to deliver business service excellence to the NHS to help people live longer, healthier lives? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Job responsibilities

In this role, you are accountable for

1. Ensuring that team objectives are developed and owned that, in turn fully support the overall service objectives. Reporting on progress of such objectives at regular one to one meetings.
2. Promoting continuous improvement in the team; effectively manage change; keeping colleagues informed and motivated throughout any type of changes; supporting colleagues as necessary to adapt and improve the performance of the team.
3. Enhance customer experience and reduce cost by identifying and facilitating potential process improvements to service delivery processes from colleague and customer feedback.
4. Provide leadership and motivation for colleagues which inspires self-management and individual commitment to personal contribution.
5. Contributing towards the preparation of accurate and valid production plans.
6. Accurately collecting and collating data information in a timely manner, effectively using set systems procedures.
7. Build and maintain effective working relationships with extended services linked to Pensions, namely Pensions operational finance and contact centre.
8. Making flexible use of resources to meet performance targets. Assessing performance data, investigating and analysing available systems to make informed decisions about workload planning, trend analysis and workflow issues.
9. Responsible for monitoring and managing workflow proactively, within each allotted process and work stream, assessing resource requirements and ensuring the timely allocation of such resource necessary to ensure delivery of production plans.
10. Being accountable for the performance and development of the team to remove all single points of failure. Agree realistic targets, monitoring and evaluating achievement of same, providing team members with timely constructive feedback.
11. Carry out regular one to one reviews with team members in line with the performance management framework.
12. Identifying, agreeing and securing appropriate interventions, e.g. training, coaching and/or mentoring, necessary to improve the competence and ability of individuals to meet performance standards.
13. Communicating effectively with internal/external customers, resolving queries and answering escalated enquiries to provide an excellent level of customer service. Where necessary, conducting research/obtaining information to resolve queries.
14. Making effective and timely use of all relevant HR policies to support performance management, absence management, and implement policies in accordance with the values and behaviours promoted by the organisation.
15. Facilitate engaging recruitment initiatives which proactively maintain optimum resource levels, liaising with the wider business to co-ordinate various activities for the onboarding of new recruits in line with the recruitment policy.
16. Support the investigation processes for the wider business areas upon successful completion of the disciplinary process in accordance with HR policy, as required.
17. Contributing to the management of the Quality framework by ensuring compliance to procedures. Identifying and recommending improvement opportunities via Management Review which aid the development of colleagues.
18. With the support of the line manager, implement any process improvement initiatives. As part of the implementation process quantify and report on the success (or otherwise) of these to the Senior Management Team
19. Ensuring effective communication is maintained internally with other teams and departments. Also, that staff briefings and communications are timely and effective to inform colleagues, improving contribution and ensuring technical changes to procedures and systems are implemented.
20. Being an authorised signatory for teams overtime sheets and travel expenses.
21. Being observant to health and safety requirements and ensuring staff comply with published guidelines.
22. Being responsible for the security of documents, information and equipment under their control and undertaking all duties with due regards to the terms of the Data Protection Act.
23. Undertaking such other duties as may be required commensurate with pay band and experience

For a full list of roles and responsibilities, please find the attached job description and person specification.