Service Improvement Lead

3 weeks ago


Newcastle upon Tyne, United Kingdom NHS Business Services Authority Full time

Working closely with our Training and Support Manager to communicate changes to our customers and stakeholders. In this role, you are accountable for: Taking a lead role in prioritising work and working alongside the Senior Service Delivery Manager and Digital Delivery Manager to deliver continuous improvement in the NHS Jobs Service. Working with customers, digital delivery teams and internal departments to ensure the service meets user needs. Leading within the service on user acceptance testing, ensuring robust processes are in place and changes are tested internally and externally with our customers, including bug fixes, improvements and new system functionality.

Supporting our contact centre colleagues by actively monitoring and triaging customer referrals or queries for responses and resolutions, within agreed service level agreements. Delivering service improvement objectives by performance management of direct reports and internal and external suppliers. Demonstrating clear leadership and management skills and the ability to influence and persuade others. Supporting, delegating for and reporting into the Senior Service Delivery Manager, Service Delivery Manager, Training and Support Manager, Product Owner as appropriate.

Supporting the service delivery managers to understand the impact policy changes in the wider NHS will have on the NHS Jobs service. Line management of direct reports and ensuring their ongoing wellbeing and training needs are met. Setting clear objectives and carrying out regular ORO reviews, besides developing and coaching to assist in delivery of business and personal objectives. Authorising leave and travel expenses claims.

Living the values and behaviours that respect individuals dignity. Treating everyone fairly and valuing and respecting diversity. Demonstrating that such standards are practiced in dealings with all stakeholders of the NHS Jobs service. Being accountable for your own Personal Development needs to be equipped to meet future management and organisational needs.


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