CCIM Case Manager

5 days ago

Leeds, Leeds, United Kingdom Department of Health and Social Care Full time

Job Summary

We are seeking a highly skilled and experienced CCIM Case Manager to join our National Supply Disruption Response (NSDR) team. As a key member of our Complex Case Investigation and Management (CCIM) team, you will be responsible for leading the investigation and resolution of complex supply cases.

Key Responsibilities

  • Lead the investigation and resolution of complex supply cases, working with clinical experts, supply chain experts, and other stakeholders to identify and deliver supply solutions.
  • Manage a geographically diverse team of HEO case assistants, setting strategic business priorities and driving performance against key objectives.
  • Deliver a high-quality service, responding promptly to new complex cases and managing case workload within the team.
  • Oversee CCIM investigations into supply disruptions, taking responsibility for the flexible, effective, personalised delivery of customer service, quality, and performance.
  • Monitor case workload, observing and evaluating responses and resolution of investigations of supply disruptions by the CCIM team.
  • Ensure cases are maintained and up to date on the case management database.
  • Provide support and guidance to team members in managing cases to prompt resolution.
  • Liaise with key stakeholders to identify decisions which require escalation.
  • Ensure reporting deadlines are met by the team.
  • Work with internal and external stakeholders and NSDR colleagues to ensure information flows to support successful case resolution.
  • Represent the NSDR in corporate groups across the Supply Resilience Directorate, ensuring information and knowledge is shared in a timely manner.
  • Ensure accurate and sustained record management within the case management system and shared outlook inbox.

Requirements

  • Excellent customer service skills, with the ability to build and maintain effective relationships with a wide range of stakeholders.
  • Strong and effective leadership experience, using your own initiative to lead through others and make sound, complex decisions at pace.
  • Lead performance within your business area, undertaking regular face-to-face performance reviews with your direct reports, identifying risks to performance achievement, and driving forward continuous improvement.
  • Ability to communicate with clarity, conviction, and enthusiasm with colleagues, partners, and stakeholders to drive positive outcomes.
  • Able to work at pace with excellent organisational skills, prioritising effectively to manage workload in demanding situations.
  • Excellent written and oral communication skills, with sensitivity and understanding, and the ability to confidently engage with stakeholders to make outputs easy to follow and to understand.
  • Proficient in Microsoft Word, PowerPoint, Excel, Outlook, and Teams.

Working Arrangements

You will be based in your contractual primary workplace, usually either London or Leeds. We offer non-contractual hybrid working, with a minimum of 60% of your working time spent in the office, enabling in-person interaction and collaboration and enhancing team working, learning, and support. You will be asked to express a location preference during the application process. Please be aware that this role can only be worked in the UK and not overseas, and some travel may be required across the DHSC estate. Opportunities for some working from home may be available, and other flexible working options may be discussed with the hiring manager in line with individual circumstances and business need.

Behaviours

We'll assess you against these behaviours during the selection process:

  • Leadership
  • Managing a Quality Service
  • Communicating and Influencing
  • Seeing the Big Picture

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