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Identity Verification Supervisor Band 5

3 months ago

Leeds, United Kingdom Brook Street Full time

NHS login is a key service that has been created by the NHS for patients and the public to provide a safe, secure, and re-usable way to access multiple digital health and social care services through a convenient single login.

NHS login can be used by the public to securely access their health and care information wherever they see the NHS login button including the NHS App. People can use NHS login to prove who they are safely and securely and, in most cases, without the need to visit their GP.

The role of the ID Verification team is to provide critical operational management in processing ID Verifications of citizens, allowing them access to digital health and care services.

ID Verification Supervisors manage teams of up to 20 ID Verification Administrators comprising of permanent and contingent labour resources. Working on rotating shift patterns between 06.00-23.00 Mon-Sun inclusive, 365 days per year including public holidays, ensuring the team is effectively managed and supported.

Successful applicants are expected to spend, on average, at least 40% of their time working in-the Leeds office in person.

When you're working at home, we would expect you to work in a private space with a suitable workstation, where your screen can not be seen by anyone else, your conversations can not be overheard, and you won't be distracted.

The team covers ID Verification but also other technical specialisms such as Quality Assurance, Complex Cases, Training, Safeguarding and Potential Fraud referrals. Measured and managed against Service Levels and Key Performance indicators for security, productivity, quality, and attendance.

Confidentiality and data security is at the heart of everything we do and ID Verification plays a crucial part in ensuring we manage patient data effectively as well as providing a user-friendly service.

We now have an opportunity for an Identity Verification Supervisor to join our team to help us ensure we provide the best possible service to our users.

As an Identity and Verification Supervisor your role will include:

Manage and support a team of up to 20 ID Verification Administrators ensuring strict process controls are in place and adhered to.
Providing an escalation point to resources on shift, covering a wide range of issues from ad hoc problems to the advanced management of the complex queue.
Manage performance and attendance daily, review forecasts, capacity, productivity, and quality assurance data to ensure targets are achieved, and where not, support, development and improvements occur.
Responsible for the collation and maintenance of training materials and providing training to new staff members and refresher training to existing staff.
Support and complete Identity verification check on applications to NHS login when necessary so attention to detail is vital.
Have a good understanding of data protection and confidentiality legal and regulatory frameworks and best practice, with experience of applying this in a technology and data driven environment.
Be able to quickly understand, interpret and adhere to frequently changing processes and procedures.About you

Some of the skills and experience we are looking for:

Experience working within a compliance focussed environment, handling large amounts of highly confidential personal data.
Excellent team management skills, able to motivate and maintain a culture of continuous improvement as well as being comfortable managing performance and achieving results within a target driven environment.
Excellent communication skills, comfortable communicating with internal and external stakeholders at all levels
Experience of developing and delivering training to new starters and coaching to experienced colleagues
Experience providing excellent levels of customer service to users and stakeholders
Highly organised with a strong attention to detail and able to prioritise workloads
Proficient with Microsoft Office applications and comfortable learning new packages and systems