Service Improvement Lead

3 months ago

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

Are you interested in joining a growing service, working in an agile team? NHS Jobs has an exciting opportunity for a Service Improvement Lead to join us. You'll work as part of a dynamic and vibrant team. You'll support the successful delivery and on-going improvements of the NHS Jobs Service. Working alongside the existing role holders.

This is an opportunity for you to make a difference on a national scale. Working at the heart of the service. Job satisfaction and the ability to make a difference comes with the role. You'll work alongside passionate people, in a supportive and positive environment. Continual improvement and learning is a real focus for us.

The role can be based at any NHSBSA site and will involve travel to our Newcastle office as and when required.

What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working
- Flexi time
- Hybrid working model (working largely remotely)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts

**In this role you will**:

- Work with colleagues at all levels across the NHS Jobs service, NHSBSA colleagues and customers to support the delivery of operational and service objectives.
- be accountable for making sure continuous improvement objectives are achieved and fully tested with users,
- provide clear leadership and management skills and the ability to influence and persuade others,
- understand fully our user needs,
- ensure our contact centre, training and support and product teams are fully supported,
- agree and manage user acceptance testing plans, and
- act as Subject Matter Expert working with our training and digital delivery team to ensure changes are delivered.

At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.

You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We’re behind these, and much more.

Being one of the UK’s Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We’re passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.

We are the NHS delivering for the NHS.

**Job purpose**:
Provide clear leadership, agreeing suitable user acceptance testing plans and working collaboratively with Digital Delivery Teams to ensure any change is delivered. Play a key role in communicating and supporting the understanding of service improvements to our Contact Centre Services and Workforce Implementation Teams. Working closely with our Training and Support Manager to communicate changes to our customers and stakeholders.

**In this role, you are accountable for**:
1. 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.
1. Working with customers, digital delivery teams and internal departments to ensure the service meets user needs.
2. 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.
3. Implementing standards and policies, pro-actively identifying and proposing improvements to meet changing user needs.
5. Having an in-depth knowledge of the NHS Jobs system.
6. Working with the Training and Support Manager to update user guides and in system web-pages and tools to communicate change.
7. Supporting our contact centre colleagues by actively monitoring and triaging customer referrals or queries for responses and resolutions, within agreed service level agreements.
8. Delivering service improvement objectives by performance management of direct reports and internal and external suppliers.
9. Demonstrating clear leadership and management skills and the ability to influence and persuade others.
10. Supporting, delegating for and reporting into the Senior Service Delivery Manager, Service Delivery Manager, Training and Support Manager, Product Owner as appropriate.
11. Supporting the service delivery managers to understand the impact policy changes in the wider NHS will have on the NHS Jobs service.
12. 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

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