Total 101 Manager level Customer Service job vacancies in birmingham b15 2tg

What's involved with this role:

Interim Head Of Integrated Commissioning - Health & Social Care

Reference no: Gloucestershire 5258590

Pay Rate: up to £41.99 per hour PAYE depending on experience

37 Monday – Friday, normal working hours

This opening assignment is for 4-5 months

City: GLOUCESTER

Hybrid working - once a week in the office is substantial.

The ideal candidate needs to be able to hit the ground running with experience within Adults commissioning at a managerial level.

Head of Integrated Commissioning for the County Council and Gloucestershire ICB with responsibility across intermediate care. The person would need to line manage a team of eight commissioners across both organisations and take responsibility for a significant commissioning workload

Work collaboratively within an Integrated Commissioning Management Team and across organisational boundaries to ensure the system’s vision is translated into real services on the ground. Lead on the strategic planning and development of services which support the system flow in Gloucestershire on behalf of Gloucestershire ICB.

This post is also responsible for coordinating work with commissioning leads for Older People, Disabilities and Mental Health Adult services on strategic cross-cutting issues, ensuring effective links across all aspects of people accessing Health & Social Care services.

Key responsibilities:

Intermediate Care / Early Intervention Offer / Prevention
Reablement
Therapy
Local Authority Occupational Therapy (and review recommendations)
Community Therapies
ABI pathways and other related issues
Neuro Pathway
Equipment
Technology Enabled Care
Hospital Discharge Pathway – P0 / P1 / P2 / P3
Section 75 (GCC-GICB)

Qualifications:

Educated to masters level or equivalent level of experience of working at a senior level in a specialist area.

Knowledge:

Extensive knowledge of specialist areas, acquired through post graduate diploma or equivalent experience or training plus further specialist knowledge or experience to master’s level equivalent
Must have detailed working knowledge or experience of managing payment flows to providers across the Health & Social Care system for example experience of working with payments processes such as ContrOCC and Caretrack. Should have an appreciation of the relationship between the various statutory bodies such as the DoH and individual provider and commissioning organisations.
Working knowledge of Microsoft Office with intermediate keyboard skills.
Extensive knowledge and experience at a ‘Head of Service Level’ for Integrated Commissioning and working within an integrated Local Authority and ICB partnership and an understanding of the National policy that governs this area.
Working knowledge of commissioning within the key team responsibility areas to be able to make an immediate impact.
Must have an understanding of the background to relevant national policy and appreciate the implications of this on all elements of the Health and Social Care system for example - System flow and the requirements

Experience:

Extensive experience of working in a collegiate way with CQC, both within GCC as a provider of statutory services and with individual provider organisations that are commissioned to provide community based social care services.

Skills & Abilities:

Problem solving skills and ability to respond to sudden unexpected demands.
Skills for direct line management and staff work allocation management.
Skills for delivering results through managing through others and using a range of levers in the absence of direct line management responsibility.
Skills for managing relationships with a range of different stakeholders.
Ability to analyse complex facts and situations and develop a range of options.
Strategic thinking – ability to anticipate and resolve problems before they arise.
Ability to work on own initiative and organise workload, allocating work as necessary.
Ability to make decisions autonomously, when required, on difficult issues.
Ability to carry out procurements for highly detailed, high value contracts that require analysis, comparison and assessment.
Able to work in a collegiate way to provide and receive highly complex, sensitive and contentious information, negotiate with senior stakeholders on difficult and controversial issues, and present complex and sensitive information to large and influential group


Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.


Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address.

Please feel free to apply to us directly via jobs@tclrec.com by quoting the job reference and exact job title.

To help speed up the process of uploading your CV to the client we would ask that you send us your CV in Word format (or equivalent) if possible, not as a PDF.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms. We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.

Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days please assume that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles.

ALD
1

Job Ref: Gloucestershire 5258590


Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.

For further information about the main responsibilities please view the attached job description and person specification. We highly recommend you submit your application as soon as possible, this post may close earlier than the indicated closing date if a sufficient number of applications are received.

Principle Responsibilities The post holder will be responsible for the following: Provide sound clinical leadership and support. Ensure that high standards of care delivery are maintained and evaluated in line with local and national guidance. Provision of guidance and role modelling to all clinical staff through active involvement in care. Work closely and collaboratively with service users, their carers, and the multi-disciplinary team to assess, plan, implement, evaluate, and review care. To promote therapeutic relationships, respecting the uniqueness of each patient, acting in a non-judgmental manner, and promoting the rights of the individual at all times. Support and deliver specialist best practice individualised interventions to enable recovery and engagement with the service user group. Support and promote professional competence in colleagues. Developing and implementing audit tools in line with the current service needs. Participate in the management of the admission and discharge pathway. Ensure compliance with information governance practices and regulations. Participate in projects or research within the service as agreed with the Operations Director. Clinical The post holder will be responsible for the following: Support the assessment, planning and implementation of quality, best practice interventions and care, including health promotion. Participation in setting and monitoring quality standards, in line with current guidance practice and policy. Ensuring that the requirements of the Mental Capacity Act (2005), Mental Health Act (1983, amended 2007), safeguarding guidance and child protection legislation are observed, adhered to and implemented. Supporting effective engagement of service users, carers/relatives and other stakeholders with the service. Establishing therapeutic relationships with service users and implementing best practice therapeutic interventions with appropriate boundaries per the Nursing and Midwifery Council and Health and Care Professions Council Codes. Infection control lead for the organisation, delivering reports and audits as required. Supporting appropriate audit processes to ensure good practice. Take an active role in the assessment of new referrals in partnership with other members of the multi-disciplinary team. Professional The post holder will be responsible for the following: Ensure that all practices are within the guidelines set out by the NMC, HCPC and other professional and regulatory bodies and are in accordance with Options for Care policies. Participation in the organisations appraisal process, which identifies personal development and training needs in conjunction with the appraiser, also related to organisational goals and objectives. Ensure confidentiality is maintained at all times in accordance with current data protection legislation, organisational policy and good practice. Educational The post holder will be responsible for the following: Support staff with their learning and development of their individualised learning and development plans. Provision of staff induction, mentorship, appraisal and clinical supervision to professional colleagues as appropriate. Update and maintain clinical expertise within recovery and wellbeing in keeping with national and organisation-wide initiatives to effectively contribute to service development. Attend statutory and mandatory training as necessary as specified by Options for Care Ltd. Organisational The post holder will be responsible for the following: Contributing and working towards the service/organisational aims and objectives. Respecting and promoting issues of spirituality, equality, diversity and rights in accordance with good practice and legislation. Leads in reviewing and monitoring clinical policies to ensure they are based on contemporary evidence. Leadership The post holder will be responsible for the following: Represent the service and the organisation by attending appropriate meetings (internal and external) aimed at developing effective working relationships with colleagues from other areas, which encourage joint working and the sharing of good practices. Lead key aspects of quality assurance to develop robust outcome indicators for clinical care and other aspects of clinical governance. Lead on/complete systematic investigations and write objective reports following the completion of investigations, advise recommendations and the next steps. Make decisions and work within a framework commensurate with their knowledge and competence and within their sphere of responsibility. Contribute to policy and practice changes arising from audits, complaints and serious untoward incidents. Develop and implement research projects related to mental health care and service evaluation in partnership with other team members. Ensure NMC and HCPC standards are upheld by all members of the team. Communication The post holder will be responsible for the following: Enhance development of therapeutic relationships amongst the team with service users and their families in a manner sensitive to cultural and religious needs and backgrounds. Determine care priorities and plans and implement service users care according to best practice and available resources. Maintain effective communication with all disciplines, agencies, carers and service users. Ensure students allocated to the clinical area are given appropriate teaching, support and guidance as per learning outcomes and objectives. Ensure clinical records are up to date and relevant. Monitor for trends, themes and patterns in incident reporting, ensuring lessons are learnt, shared and embedded. Additional Responsibilities The post holder will be responsible for the following: Participate in regular management supervision with the Operations Director. Take responsibility for accessing professional clinical supervision. Attend meetings as necessary.

As an Equal Employment Manager (Resolution Program Manager), you will:

• Serve as the principal advisor in the EEO office, performing preliminary counseling of employees expressing the desire to file complaints. Serve as a technical representative for Civil Rights and Equal Opportunity complaints.
• Assign cases, monitor stringent deadlines, and approve when initial time limits should be extended.
• Provide counselors guidance and assist in resolving individual complaints when appropriate; manage, create, coordinate, and conduct training and development of all EEO Counselors.
• Manage the hiring process when new counselors are needed, keep the position descriptions updated, write vacancies and notice of opportunities, post positions and conduct interviews and selection process.
• Consult with and advise individuals and all levels of management officials on EEO issues, questions, and EEO programs. The purpose and extent of each contact is different, varying on the issues, but often involve adversarial relationships between managers and employees.

Starting at $103,409 Per Year (GS 13)

As a Lead IT Project Manager, you will:

-Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and or program issues under review, and deadlines and time frames for completion.

-Lead the team in: identifying, distributing and balancing workload and tasks among employees in accordance with established work flow, skill level and or occupational specialization; making adjustments to accomplish the workload in accordance with established priorities to ensure timely accomplishment of assigned team tasks; and ensuring that each employee has an integral role in developing the final team product.

-Provide project leadership during planning, design, and execution phases of Information Technology (IT) projects (software engineering, hosting, networking, telecommunications. and others). The work includes team leadership, planning, coordination among project members, and documenting project artifacts.

-Determine the impact of changes to existing systems or infrastructure components. Ensure security controls and requirements are incorporated; contribute information and documentation for Security Plans.

Starting at $103,409 Per Year (GS 13)

Operational Management Operations Deputise as required for Service Delivery Managers of Complex Care and/or Secure Transport services as required by the company. Address any operational issues promptly and take necessary actions to resolve them. Be part of the on-call rota to be on call as required by the Company Stand in for Clinical Support Managers/Customer Support Coordinators where required Service Contracts Ensure the completion of service contracts compliance with terms and conditions. Verify that services provided align with the defined scope, duration, and pricing. Confirm authorisation of services as per contractual agreements to ensure correct billing Quality Monitoring Conduct investigations into operational and clinical issues, incidents, or complaints, gathering relevant data, analysing findings, and preparing comprehensive reports with recommendations for improvement or corrective action. Compile and analyse operational data, key performance indicators (KPIs), and other relevant metrics to generate insightful reports for presentation to the senior leadership team, enabling informed decision-making and strategic planning. Utilise monitoring tools to assess the quality and efficiency of service provision. Provide constructive feedback to team members to enhance performance and patient care. Offer coaching sessions to develop skills and address areas needing improvement. Management Supervise and support a team of substantive and zero-hour frontline workers, providing direction, guidance, training, and feedback to ensure optimal performance and adherence to company policies and procedures. Ensure adherence to Complex Care and Secure Transport policies, procedures, and protocols. Conduct service visits to all new and ongoing services to ensure good practice and quality of care delivery. Ensure team compliance with clinical guidelines and best practices and conduct audits and remedial actions required. Address any deviations from established standards and provide guidance for correction. Ensure shifts are schedule and allocate tasks efficiently to ensure optimal coverage of new and ongoing services. Monitor attendance and address any issues or gaps promptly. Generate and analyse performance reports to identify trends and areas for improvement. Leadership Support and Guidance Offer assistance to team members dealing with complex or challenging services. Handle escalated issues/concerns and complaints with professionalism and empathy. Serve as a resource for the team, providing guidance and solutions as needed. Stakeholders Management: Maintain open communication with other leaders and managers to ensure alignment of goals and strategies. Collaborate with stakeholders to streamline service delivery and resolve issues efficiently. Foster a culture of collaboration and teamwork across departments. Improvement and Innovation: Proactively seek out areas for improvement in Complex Care and Secure Transport processes and systems. Implement innovative solutions to enhance efficiency and effectiveness. Encourage team members to contribute ideas and participate in improvement initiatives. Training and Development Organise regular team meetings to disseminate information, updates, and feedback. Provide training sessions to enhance skills and knowledge relevant to the job. Cultivate a positive and collaborative team culture that promotes learning and growth. Mental Health Act, Mental Capacity Act and Legal Status Management including DoLS Monitor, review, provide guidance and direction as to the legal status of patients who are subject to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and ensure that they are detained or treated in accordance with the law and the code of practice in all new and ongoing services in Complex Care Secure and Transport Provide guidance and information to support to patients, relatives, carers, and staff on the rights and safeguards of the act, such as consent to treatment, appeals, advocacy, and complaints. Liaise with external agencies and professionals, such as Approved Mental Health Professionals to ensure lawful detention and conveyance. Maintain accurate and confidential records of the legal status and treatment of patients Keep up to date with the changes and developments in the legislation, policy, and practice related to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and the Code of Practice. Participate in training and supervision, and contribute to the development and improvement of the mental health act knowledge and training

Strategic and Operational Leadership Operations Oversight Provide comprehensive leadership, taking full accountability for the strategic and operational day-to-day running of Complex Care and/or Secure Transport services, ensuring alignment with the companys mission and objectives. Ensure rosters are completed in advance using the available technology to ensure optimal utilisation of staff hours, annual leave planning and sickness management Drive operational excellence by establishing, monitoring, and refining processes within the HUB, staffing rosters (PSS&PCC), and service (job) allocations ensuring seamless, efficient, and effective staff utilisation and service delivery. Lead the resolution of high-impact operational issues, implementing sustainable solutions while ensuring business continuity and service quality. Participate in senior leadership on-call rota/duties, providing high-level guidance during critical incidents and ensuring consistent operational support across the company Stand in for Clinical Support Managers/Customer Support Coordinators where required Contracts Management and Business Development Oversee and ensure full compliance with service contract terms, conditions, and performance standards, driving optimal contract execution and service delivery. Lead contract evaluations to ensure services provided meet defined scope, duration, and financial agreements, while proactively identifying areas for renegotiation or improvement. Ensure compliance with provisions as per contractual agreements, ensuring accuracy in data collection and input for billing. Proactively identify and target potential customers in the UK sector Attend industry events, conferences, and seminars to stay updated on market trends, network, and generate leads. Quality Governance and Continuous Improvement Lead comprehensive investigations into significant operational or clinical issues, ensuring thorough data analysis, root cause identification, and the development of robust corrective actions. Present findings and recommendations to the senior leadership team for strategic decision-making. Synthesise key performance indicators (KPIs) and operational metrics into actionable insights, driving continuous service improvement and aligning operational performance with company objectives. Implement advanced monitoring frameworks to ensure service quality, proactively identifying risks and opportunities for enhancement. Complete customer visits from a clinical and business development perspective whilst identifying areas of improvement Foster a culture of accountability through constructive feedback, coaching, and development initiatives, improving team performance and service delivery standards. People and Performance Management Provide senior leadership and mentorship to a diverse team of frontline and zero-hour workers, ensuring alignment with organisational policies, performance standards, and best practices. Conduct strategic service audits and quality assessments, ensuring compliance with Complex Care and Secure Transport protocols, and driving remedial actions as necessary. Lead workforce planning initiatives, optimising resource allocation, and ensuring robust shift scheduling to support new and ongoing services. Implement performance management systems to track and evaluate team output, driving continuous improvement and addressing attendance or performance gaps promptly through appraisals, supervision, absence meetings and performance improvement plans. Leadership and Strategic Influence Decision Making Serve as a trusted senior leader, offering guidance and decision-making support to teams managing complex or high-risk services, ensuring alignment with corporate objectives and service excellence. Lead the resolution of escalated concerns, complaints, and incidents, fostering a culture of professionalism, empathy, and responsiveness. Stakeholder and Cross-Functional Leadership Cultivate and maintain strategic relationships with internal and external stakeholders, ensuring operational objectives are aligned with broader organisational strategies. Lead cross-functional collaboration efforts, promoting streamlined service delivery, and fostering a unified approach to problem-solving across departments. Represent the organisation in strategic forums, advocating for service improvements and operational innovations. Continuous Improvement and Innovation Spearhead strategic initiatives aimed at driving innovation within Complex Care and Secure Transport services, identifying and implementing new processes, technologies, or methodologies that enhance operational efficiency and service quality. Inspire and empower teams to contribute to ongoing improvement efforts, promoting a culture of creativity, accountability, and excellence in service delivery. Talent Development and Organisational Culture Lead talent development strategies, ensuring the continuous professional growth of teams through tailored training programs and leadership development initiatives. Foster a high-performance culture that emphasises learning, collaboration, and shared success, positioning the company as an employer of choice within the sector. Mental Health Act, Mental Capacity Act and Legal Status Management including DoLS Monitor, review, provide guidance and direction as to the legal status of patients who are subject to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and ensure that they are detained or treated in accordance with the law and the code of practice in all new and ongoing services in Complex Care Secure and Transport Provide guidance and information to support to patients, relatives, carers, and staff on the rights and safeguards of the act, such as consent to treatment, appeals, advocacy, and complaints. Liaise with external agencies and professionals, such as Approved Mental Health Professionals to ensure lawful detention and conveyance. Maintain accurate and confidential records of the legal status and treatment of patients Keep up to date with the changes and developments in the legislation, policy, and practice related to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and the Code of Practice. Participate in training and supervision, and contribute to the development and improvement of the mental health act knowledge and training

A Vacancy at Birmingham and Solihull Mental Health NHS Foundation Trust.


This is an exciting opportunity to be part of the Birmingham and Solihull Mental Health Provider Collaborative's Commissioning and Transformation Team. We are a friendly team working to commission all-age mental health services. This role is predominantly working in the children and young people's space with opportunities to work in adults as well.

This is an excellent and exciting opportunity for a highly motivated individual to develop further their leadership skills and to work with clinical leads and senior managers across Birmingham and Solihull as the Integrated Care System (ICS) continues develops over the next year.

The NHS Long Term Plan set the context for the future of how NHS organisations, in partnership with local councils and others, take collective responsibility for managing resources, delivering NHS standards, and improving the health of the population they serve as an integrated care system.

The ICS will enable local services to provide better and more joined-up care for patients by working more closely together. For staff, improved collaboration can help to make it easier to work with colleagues from other organisations. By making better use of data to understand local people’s health, the system will be enabled to provide care that is tailored to individual needs..







The post holder will support the development of strategy, planning, redesign, policy, commissioning and performance management of mental health services across Birmingham and Solihull as a member of the Mental Health Provider Collaborative.

You will have responsibility for support and at times leading delivering key elements of the Commissioning and Transformation teams workplan such as:
• Children and young people's transformation programme
• Health Inequalities
• Mental health support teams in schools
• Crisis care
• Talking therapies



You will join a team comprising experienced commissioners from a range of professional backgrounds. We are committed to developing effective relationships with key stakeholders such as: children and young people, parents and carers, Acute Mental Health Providers, NHS England Specialised services commissioning, place based partnerships, GPs and Primary Care Networks, Local Authority and Public Health teams, other provider Trusts, voluntary and community based organisations and other third party partner organisations, to support positive working.

The ideal candidate will be able to use data effectively to explore key lines of enquiry and develop proposals which are evidence-based. They will work in a collaborative manner drawing upon diverse perspectives including those of people who use and deliver services.

Most importantly they will be committed to supporting improvements in mental health across the population of Birmingham and Solihull.

Welcome to Birmingham and Solihull Mental Health NHS Foundation Trust. Our 4000 clinical and support staff help us to improve mental health wellbeing and meet the needs of the 70,000 people we serve each year. We provide a range of mental healthcare services across Birmingham and Solihull, as well as specialised services nationally. We also offer medical, nursing and psychology training and are proud of our international reputation for both research and innovation.

Our population is culturally diverse, characterised in places by high levels of deprivation which create an increasing demand for our services and a necessity for us to make sure everyone can access the help they need. We are a team of compassionate, inclusive and committed people working together to provide excellent care to support our community. If you are looking for a place to belong, where you can make a real difference to people’s lives, join our team where our warm welcome is waiting for you.

For further information about the main responsibilities please view the attached jobdescription and person specification.

We highly recommend you submit your application as soon as possible, this post may close earlier than the indicated closing date if a sufficient number of applications are received.


This advert closes on Sunday 17 Nov 2024

Job Title: National Roads Telecommunications Service, Senior Regional Service Delivery Manager

Your New Role:

We have an exciting opportunity to join the National Roads Telecommunications Service team within our Digital Services directorate. To help keep our roadside operational technology & Regional Operations Centres connected, - we are seeking a dynamic and experienced telecommunications professional who can blend aspects of Service Management and Business Relationship Management together into a unique and rewarding role.

Working closely with the National Roads Telecommunications Service (NRTS) service provider, you will oversee the delivery of telecommunications services to a wide range of regional & national projects. These could range from regional projects renewing technology or stretch to large, complex infrastructure projects. Building a detailed knowledge of the services for which you are accountable, you will act as a point of contact across diverse internal & external stakeholders to support the business in delivering investments in the Strategic Road Network, resolving challenges faced today and helping to deliver the new services and technology of the future.

What you'll be leading on:

• Oversee the delivery of telecommunications services, ensuring they meet agreed-upon service levels and performance metrics. Reviewing and approving all scheme designs, pricing and that they are deployed in line with technical and contractual requirements.
• Manage incident, problem, and change management processes in accordance with ITIL practices, and potentially act as a team lead for these ITIL practice areas. Coordinate with technical teams to resolve service issues promptly and effectively.
• Build and maintain strong relationships with key clients, acting as the primary point of contact for all service-related inquiries. Understand client business needs and objectives and align telecommunications services accordingly.
• Conduct regular client meetings to review service performance, address concerns, and identify opportunities for service enhancements. Represent NRTS at various forums and stakeholder meetings.

To be successful you'll need;

• Experience working in complex technical, commercial and contractual services. Ability to communicate positive and negative information and apply innovative approaches to problem solving.
• Experience of successfully supporting projects and able to work within a programme.
• Service delivery management in a technology driven environment. Able to write service designs, engage with a wide variety of stakeholders.
• Demonstrate an understanding of policy, legislative, regulatory and operational documentation and the importance of these documents.
• ITILv3 or ITIL v4 practitioner or significant demonstrable equivalent experience. Project and program management practitioner level such as Prince 2, SAFE, MSP etc or equivalent demonstrable experience.
• Degree qualification or significant demonstrable experience in a relevant technical area: electrical engineering, telecommunications, traffic technology, computer systems or related technologies.

A bit about us

The Digital Services Directorate is a growing and vibrant team and there has never been a better time to join us as we go through our transformation programme. We are helping to transform the way National Highways operates by delivering digital, data and technology services from frontline to back office, in a modern and efficient way.​ Our vision is to develop integrated information and technology that empowers our colleagues and provides real time information to our customers, integration with intelligent vehicle and transport systems as they develop, to improve journey safety and reliability.

Proud member of the Disability Confident employer scheme

Our client HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. HMCTS provides administrative support for the legal system across England and Wales, ensuring justice works for everyone.
Our justice system defends our fundamental rights and freedoms. It is a cornerstone of our modern society, and it must serve all those who call on it, when they call on it. From some of the most vulnerable people in our society, to families in crisis, claimants and commercial businesses - HMCTS has a responsibility to administer a justice system that is accessible to everyone and operates efficiently.

Position: Full-Time Temporary Customer Support Team Leader
Contract: Until March 2025 with the possibility of extending
Working Hours: Monday to Friday, 37 hours per week - Hybrid - 2 days home based and 3 office based
Hourly Rate: £12.74 per hour

Job Description:
This role is the main user-facing role in CTSC and will provide an accessible and inclusive service to users, providing clear signposting and guidance to all users, coaching them in the use of the online platform and providing information to resolve their queries and processing/updating high-volume case details accurately and efficiently. They will deal with the immediate, short-term needs of service users. Duties will include but not be limited to

• Manage and plan the workload of a team which provides administrative support and excellent customer service to all stakeholders, judiciary, mediators, and management.
• Lead and manage a team of staff, ensuring that its members are organised, and fully skilled to meet their work objectives using Standard Operating Procedures (SOPs) and other continuous improvement tools.
• To assist in the delivery of performance against targets.

Requirements:

• Ability to motivate and support your team to deliver excellent customer service and achieve effective performance.
• Experience of working in an administrative role in a customer focussed environment
• Proficient with IT and Microsoft Software packages
• Excellent communication and organisational skills

Benefits:

• Weekly pay, holiday and pension scheme
• Hybrid

Application Process:
If you are interested in this position, please apply online with your CV in WORD format.
Important:
Successful candidates will be subject to a thorough background and clearance check, including Criminal Record Checks (DBS Checks), Reference Checks (Employment, Education, and any gaps) covering the past three years, as well as Address checks for the past five years. This process may also include obtaining character references and/or other evidence to cover periods of unemployment.

Brook Street are proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.?
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you. 

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.

For further information about the main responsibilities please view the attached job description and person specification. We highly recommend you submit your application as soon as possible, this post may close earlier than the indicated closing date if a sufficient number of applications are received.

For further information about the main responsibilities please view the attached job description and person specification. This role gives the opportunity for hybrid working and you will typically be asked to work in a hybrid way, working from your home and also from Trust HQ The Uffculme Centre, or any other agreed site.

Work with the Divisional management team to develop as required new clinical initiatives and service developments to improve service outcomes for patients whilst ensuring that plans are in place to monitor on Quality impact assessments. In collaboration with the Professional Lead promote development of audit activity to enable bench marking of services and clinical governance processes To maintain and improve clinical performance standards, in conjunction with wider clinical team by monitoring compliance through relevant clinical audits such as monthly Essential Care Indicator and Safety Thermometer audit etc In conjunction with the Professional lead to ensure that clinical audits are undertaken as per divisional clinical audit plan and to support services in overseeing improvements required where identified Work with the Professional Lead in developing a clinical Strategy for the service(s) listed in Appendix 1. To support Service Manager in the delivery of activity and performance of services, this will include clinical oversight of demand & capacity planning. To provide clinical leadership to the efficiency and productivity of Service clinical resources and to demonstrate this on an ongoing basis through the use of KPIs defined by the Divisional Senior Leadership Team Work with the Service Manager to ensure that effective governance arrangements are in place for identifying and mitigating risk and that a culture exists of continuous service review, transformation and evaluation and where staff can raise concerns safely and expediently with service delivery. In liaison with the Service Manager, ensure staff at all levels are fully engaged in understanding the service specifications and performance targets for their service by creating a robust communication plan, staff engagement strategy, individual or team work plans and objectives, and training as required. Responsible for the development and management of a Service Risk Register. Work with the Professional Lead in developing a clinical Strategy for the service(s) listed in Appendix 1. Full duties in JD

Are you a passionate and caring Registered Nurse looking for a rewarding career with excellent training and opportunities for development? Join Care UK, a multi award winning care provider as a Registered General Nurse.

The Role

Providing outstanding leadership for care staff
Supporting residents with a range of complex needs and dependency levels
Provide clinical nursing to residents including medication management, infection prevention and control procedures, e.g. wound care, catheter management
Continuously strive towards ensuring clinical excellence within the home
Developing tailored care plans to delivering excellence across everything you do

Some of our benefits you’ll receive by joining the Care UK family

Paid Annual NMC Registration (T&Cs apply)
Wagestream- access your wages at any-time
Bank Holiday Pay Enhancements
Career development, training and access to our approved apprenticeship scheme
Hundreds of online and in-store discounts
Wellbeing support

About You

An NMC Registered Nurse
Understands clinical assessment tools like Waterlow and MUST
Experienced in writing comprehensive care plans

We are looking for people to make a difference to residents’ lives every day. When you join Care UK you’ll be joining a team who share the same values: caring, passionate and teamwork. You’ll have a strong desire to help people and put residents at the heart of everything you do.

We are committed to recruiting diverse, talented people, who share our passion for helping others. We see the potential in everyone, let us help fulfil yours.

The post holder will be responsible for the operational management and service improvement of services listed in Appendix 1 adjoined to this job description. The role involves working in partnership with the Service Clinical Manager to ensure the effective provision of high quality, safe services listed within Appendix 1, against agreed outcome measures, service level agreements, activity and financial targets. The Service Manager will, along with the Service Clinical Manager, lead on the development of relevant services and see that they contribute to the performance of the Division overall. The Service Manager will work closely with the Divisional leadership team to provide caring, inclusive and compassionate leadership and support the Division and Trust in being a Great Place to Work. The post holder will oversee the allocation of resource across the respective services in collaboration with the Service Clinical Manager. This will include rota management, demand and capacity modelling, clinic/slot utilisation, management of DNA and cancellation rates as well as overseeing recruitment and retention of workforce across the respective services. In addition, the post holder will act as a point of escalation for staff within the service to ensure smooth delivery of service(s) as well as addressing any non-clinical issues impacting on service deliverability (eg Estates/IT).