Team Manager

Job Summary

Do you have a passion for working with people and have natural leadership skills such an influencing, motivating, and engaging well with others?

Our customers are at the heart of everything we do. As a Pensions Team Manager, you will be responsible for supporting your team to provide the best service to our customers and work with colleagues at all levels to provide strong and clear leadership for your team, managing all areas of performance and ensuring that team objectives are achieved.

If you've worked in a target-driven environment before, that's great! We're looking for someone who's passionate about helping improve quality and performance. You'll play a key role in creating a culture of continuous improvement within the team, helping to develop new ways of working that boost performance, enhance customer service, and reduce costs. We'd love to see your ideas make a real difference!

What do we offer?

• 27 days leave (increasing with length of service) plus 8 bank holidayso Flexible workingo Flexi timeo Hybrid working modelo Career developmento Active wellbeing and inclusion networkso Excellent pension(23.7% employer contribution)o Access to a wide range of benefits and high street discounts!
  
  
  

We wanted to let you know that our team members currently working at our Hesketh House office in Fleetwood will soon be settling into a brand new office space in Blackpool.

Main duties of the job

Provide effective day to day management of individuals within the team which promotes the achievement of specific service delivery targets and an excellent customer experience.

Inspire and motivate the team for optimisation of resource capacity to ensure it meets the work demand through timely interventions and positive performance management.

For a full list of role accountabilities, please refer to the attached job description.

About Us

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.

We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.

As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.

We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.

Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!

Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Job Description

Job responsibilities

In this role, you are accountable for:

• Ensuring that team objectives are developed and owned that, in turn fully support the overall service objectives. Reporting onprogress of such objectives at regular one to one meetings.2. Promoting continuous improvement in the team; effectively manage change; keeping colleagues informed and motivatedthroughout any type of changes; supporting colleagues as necessary to adapt and improve the performance of the team.3. Enhance customer experience and reduce cost by identifying and facilitating potential process improvements to service deliveryprocesses from colleague and customer feedback.4. Provide leadership and motivation for colleagues which inspires self-management and individual commitment to personalcontribution.5. Contributing towards the preparation of accurate and valid production plans.6. Accurately collecting and collating data information in a timely manner, effectively using set systems procedures.7. Build and maintain effective working relationships with extended services linked to Pensions, namely Pensions operational financeand contact centre.8. Making flexible use of resources to meet performance targets. Assessing performance data, investigating and analysing availablesystems to make informed decisions about workload planning, trend analysis and workflow issues.9. Responsible for monitoring and managing workflow proactively, within each allotted process and work stream, assessing resourcerequirements and ensuring the timely allocation of such resource necessary to ensure delivery of production plans.10.Being accountable for the performance and development of the team to remove all single points of failure. Agree realistic targets,monitoring and evaluating achievement of same, providing team members with timely constructive feedback.11.Carry out regular one to one reviews with team members in line with the performance management framework.12.Identifying, agreeing and securing appropriate interventions, e.g. training, coaching and/or mentoring, necessary to improve thecompetence and ability of individuals to meet performance standards.13.Communicating effectively with internal/external customers, resolving queries and answering escalated enquiries to provide anexcellent level of customer service. Where necessary, conducting research/obtaining information to resolve queries.14.Making effective and timely use of all relevant HR policies to support performance management, absence management, andimplement policies in accordance with the values and behaviours promoted by the organisation.15.Facilitate engaging recruitment initiatives which proactively maintain optimum resource levels, liaising with the wider business toco-ordinate various activities for the onboarding of new recruits in line with the recruitment policy.16.Support the investigation processes for the wider business areas upon successful completion of the disciplinary process inaccordance with HR policy, as required.17.Contributing to the management of the Quality framework by ensuring compliance to procedures. Identifying and recommendingimprovement opportunities via Management Review which aid the development of colleagues.18.With the support of the line manager, implement any process improvement initiatives. As part of the implementation processquantify and report on the success (or otherwise) of these to the Senior Management Team19.Ensuring effective communication is maintained internally with other teams and departments. Also, that staff briefings andcommunications are timely and effective to inform colleagues, improving contribution and ensuring technical changes to proceduresand systems are implemented.20.Being an authorised signatory for teams overtime sheets and travel expenses.21.Being observant to health and safety requirements and ensuring staff comply with published guidelines.22.Being responsible for the security of documents, information and equipment under their control and undertaking all duties with dueregards to the terms of the Data Protection Act.23.Undertaking such other duties as may be required commensurate with pay band and experience.
  
  
  

Person Specification

Qualifications

Qualifications Essential

• Supervisory or Management qualification NVQ level 3 or above, or equivalent qualification or significant work based experience.
  
  
  

Desirable

• NVQ level 4 in Supervisory / Management (or equivalent) or working towards this award.
  
  
  

Personal Qualities, Knowledge and Skills Essential

• Computer literate, able to adapt to and analyse data from different systems.
• People Management processes / polices
• Absence Management
• Recruitment processes
• Proven leadership and motivation skills, encourages ownership and effective working relationships.
• Committed to continuous improvement, working in partnership with colleagues, able to develop their ideas
• Excellent organisational, inter-personal and communication skills.
• Ability to handle telephone queries effectively and to manage expectations of dis-satisfied customers.
• Flexible and adaptable
• Proven time and self-management skills.
• Assertive, objective with an analytical approach.
• Positive attitude and self-motivated
• Commitment to customer service.
• Approachable
• Resilient.
• Evidence of ability to work using own initiative.
• Discrete and sympathetic with a calm and confident manner.
• Committed to contributing effectively to team working.
  
  
  

Desirable

• Knowledge of improvement techniques and methods
• Knowledge of Quality Management Systems
• Coaching / mentoring
• Presentation skills.
• Report Writing.
• Able to identify implications of changes.
• Wider perspective
  
  
  

Experience Essential

• Significant relevant experience.
• Experience of managing performance, taking corrective/preventative action and proven delivery of performance improvements
• Experience of consulting with colleagues, conducting briefings and performance reviews
• Experience of resource management, managing workflow and multiple tasks
• Experience of interviewing and recruitment
• Identify training and development needs
  
  
  

Desirable

• Liaison with external organisations
• Experience of Project Work
• Experience of delivering training
• Working in a customer service focussed environment
• Experience of providing excellent written and verbal customer service
  
  
  

Additional information

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .