Back Office Service Delivery Manage

Job description

Independent Assessment Services delivered by Atos is an independent assessment provider assessing Personal Independence Payment (PIP) cases on behalf of the Department for Work and Pensions (DWP). Our job is to help DWP understand how a person’s health condition or disability affects their daily lives.

Our team of trained Health Professionals includes registered nurses (both general and mental health specialists), physiotherapists, occupational therapists and paramedics. All our team are experienced practitioners and trained as disability analysts.

We deliver PIP assessments in: Scotland, North East and North West of England as well as London and Southern England.

To find out more go to www.mypipassessment.co.uk

Back Office Service Delivery Manager

This is full time GCM 4 role based in Linwood.

Regular weekly travel to client site is expected.

Occasional accessing, lifting and moving of computer hardware around an office environment. This role will be office based .

You will be required to undergo and successfully gain a BPSS security clearance check in order to undertake this position.

Working arrangements:

This is a full time role working 37.5 hours per week. There may be a requirement to work rotational shifts between 8am to 8pm on occasion as well as working Saturdays 9am to 5pm as this is a contractual requirement with our customer.

Organisational Overview

There are two Atos Healthcare PIP sites based in Glasgow and Stockton that support the delivery of a contract to deliver assessments in relation to PIP. A Customer Service Team and Business Administrators as well as Health Practitioners will be based at these sites. In addition to the office based staff, a team of Health Practitioners will be based throughout Scotland and Great Britain undertaking home consultations.

The Health Practitioners based on site within the office and based out in the community will undertake assessments in line with their training and will require support to from their line manager to consolidate their training and to ensure they are able to effectively perform their role to high quality standards.

The business has grown rapidly over the first 12 months with continued adjustments required. The role will develop and flex to suit the business needs and will require a high degree of commitment and flexibility.

The role within the organisation although new is based on a successful business model which has been proved to be extremely valuable to the business.

We strive to be best in class, to achieve external recognition, attracting and retaining the best people. We strive daily to add value and achieve excellence, to be pro-active and power sustainable progress for ourselves and our clients.

Job Description

To manage and lead a team of Health Practitioners, responsible ensuring quality standards are met and reports are returned to Hub in a timeous fashion in line with SLAs.

Your main responsibilities will involve:

• Responsibility for performance management, absence management, career development, employee engagement and all disciplinary and/or grievance matters arising in the team.

• Effective management and deployment of employees to ensure that deadlines and targets are met within agreed timescales

• Producing and making active use of statistical data and work management reports to effectively manage workloads

• Provide performance reports/ data as and when required

• Support Service Delivery Teams in building and maintaining positive customer relationships

• Manage multiple teams with a variety of job content and performance targets

Essential / Minimum Criteria

• You will be required to undergo and successfully gain a BPSS security clearance check in order to undertake this position.

• Proven track record in managing service delivery teams in multi-disciplinary IT-enabled business operations.

• Experience managing a complex service delivery structure with a proven successful track record in meeting SLA/ KPI requirements.

• Customer service experience in a customer facing role

• IT literate, competent MS Office, Word and Excel skills

• Fluent English language skills, able to communicate with stakeholders on a day to day basis via telephone, email and face to face in a clear, caring, courteous and professional manner.

• Influencing skills: able to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.

• Organisation skills: demonstrate the ability to prioritise workload when multitasking in a rational manner both individually and for the team as a whole.

• Problem solving skills, analytical, logical thinker

• Ability to manage change positively, effectively and efficiently to achieve best outcomes

• Positive attitude, personal drive to achieve and exceed targets and support others in achieving targets

• Ability to work unsupervised and use initiative

• Adapts to changing circumstances and new information that affects goals and plans; can play several different roles simultaneously according to the specific situation; smoothly adapts to ways of working within a new (customer) environment; experiments with new ways of doing things; takes a positive approach to dealing with change

• Flexible and adaptable attitude: willing to undertake other ad hoc duties as required e.g. supporting other teams / cover team leader duties etc

• Innovative thinking and ability to inspire team members

Desirable Criteria

· Previous experience in the Healthcare sector
· Experience in managing teams

Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.