Total 18 Manager level Customer Service job vacancies in LE1 5WW

A client within the Public Sector based in Leicestershire is currently recruiting for Building Control Manager to join their team as soon as possible. The client is offering a full time, contract position on an ongoing basis with the ideal candidate having experience of working within a local authority.

The Role

Key purpose of the role is to manage the Building Control team so that it works effectively to ensure that buildings and structures in the council comply with statutory requirements as to accessibility, quality, safety, and environmental efficiency.

Key responsibilities will include but not be limited to:

• Supervise activities carried out by matrix-managed staff and/or people temporarily deployed for projects (e.g. to issue/oversee/check work and set priorities)
• Explore and understand the views of the team and adapt style and behaviour as necessary to ensure positive outcomes. Show respect for the views of others by recognising their contribution and valuing diversity.
• Plan and lead the Team response to complex applications for Building Control and other permissions including negotiating and/or agreeing the 'terms of engagement'.

The Candidate

To be considered for this role you will require to have extensive knowledge of the Building Act, Building Regulations and ancillary legislation as well as a Full Membership of RICS, CABE or CIOB.

It will be essential to be in possession of the below:

• Extensive experience in a relevant Building Control environment
• Experience of effective management of staff and resources
• Experience of making decisions on legal and technical building control and other related matters, ensuring that all decisions are consistent with the organisational policies and other material considerations.

The client is looking to move quickly with this role and as such are offering between £50 - £60 per hour Umbrella Ltd.

How to Apply

If this position sounds of interest, email a copy of your up-to-date CV to amy.dhawan@servicecare.org.uk or call Amy at Service Care Construction on 01772 208967 to discuss the vacancy in more detail.

Also, if this role is not of interest to you, but you are looking for new opportunities, please still get in touch as we cover all construction-related vacancies across the region.

Referral Bonus

If this role is not suitable for yourself, but you know someone who may be interested, please pass on their details, or forward these details to them. If they are successful in applying, you will receive a £250 referral bonus upon completion of an initial probationary period.

Aspire provides extraordinary support for exceptional people living with Dementia and Learning Disabilities in Salford and the surrounding areas. We offer a range of day services, respite care, supported living, and community and carer support, helping people to live their lives, their way. We are passionate about supporting people to achieve their own personal goals, dreams, and ambitions.

We are currently recruiting for a Team Leader roles, to join our team at Poppy Dementia Support in Swinton.

Our flagship dementia support service is based at Humphrey Booth Resource Centre in Swinton, Salford. Poppy Dementia Support is our dementia day support service, and Poppy Dementia Suite provides specialist short-term residential dementia care.

For this role, ideally you will have previous experience of leading a team or be ready to take that next step on your management journey. You will have the skills to motivate people and bring out the best in your team, be organised and excellent communicator.

You will be passionate about the delivery of high-quality person-centered services and be ambitious about supporting people to achieve their goals. You will also need to be highly motivated, creative, and with a willingness to learn.

We reserve the right to close this vacancy early, should we get a suitable number of applicants. We advise you to apply as soon as possible in order to avoid missing out.

Enhanced DBS Disclosure is required for our support worker roles.

To apply, please visit our website to review our role profile and to complete an online application form.

Voice of Customer (VoC) Programme Manager

Locations: Bexhill, Leicester or London (Hybrid) with he expectation of coming into the office once a week - however, we're open to more flexible working options for the right individual




Welcome to Hastings Direct - From our Group HR Director Pam Angel


We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues.


We provide insurance for over three million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead.


We understand some people may not apply for jobs unless they feel they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you're not 100% sure we would love to hear from you.



Job Details

• Developing and delivering a holistic Voice of Customer (VoC) programme covering customer feedback through interactions, journeys and review sites
  
• Ensuring we're asking the right customers, the right questions, at the right time and through the right channels and ensuring appropriate controls for survey content, volumes, segmentation etc.
  
• Ensuring all data inputs and outputs are accurate and meet business needs, and partnering with the CX, data and insights teams to make the best use of VoC outputs to deliver actionable insight
  
• Championing a customer first attitude, whilst challenging what we do now and how we operate in the future to gain the best experience for our customers whilst supporting Hastings Direct to achieve key goals
  
• Leading the development and implementation of processes, approaches and tools that strengthen our VoC capability and ensure best practice (survey branding, fatigue rules, sampling rules, closed loop etc.)
  
• Embedding awareness and understanding with stakeholders, driving and supporting the use of Customer feedback into day-to-day practices across Hastings Direct
  
  
  

Skills we would love you to have

• Strong experience of running a company-wide Voice of Customer programme, with a strong understanding of VoC data outputs and how to work these to drive actionable insight and value
  
• Experience of working collaboratively with analytics teams to deliver impactful tailored reporting and dashboards at all levels
  
• Genuinely passionate about putting data-driven customer insight at the heart of the organisation and able to translate and shape the ambiguous and often complex ideas or outcomes into simple and easily understood outputs
  

What we offer


Join us and you'll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you'll be helping to drive our growth, so in return, we'll give you all the support, training and development you need. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.


Reward


Salary - Attractive salary based on experience + car allowance (pay reviews also completed each year)


Flexible Working - We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home.


Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings' performance against our business goals and your own personal performance.


Physical Wellbeing - as a Band 4 colleague, Hastings pay for you to receive private medical Insurance (also known as PMI) This gives you flexibility and convenience to see a specialist or consultant and allows you to decide when and where you will be seen.


Financial Wellbeing - As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes - discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support.


Mental Wellbeing programme - At Hastings Direct we understand that mental health cannot not be scheduled, that's why we have a range of support to help you keep yourself well. We have the thrive mental health app, our colleague assistance programme available 24/7, our own, in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs


There's more! - 27 days annual leave + bank holidays, with the option to buy or sell one of your contracted weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more ….



Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we'll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve



We deliver good outcomes for our customers every time by providing great products at the right price with our simple and straightforward service. We treat customers like we want to be treated - fairly, respectfully and with their best interests at heart

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

Leadership: To support the General Manager and deputise for them in their To support a culture of strong visible leadership within the CMG, and an environment in which staff are valued and respected. To assist the General Manager in the production of business plans, and service development for the service, where appropriate leading on specific service Under the direction of the General Manager, to bring forward to the CMG Management Team budget proposals to enable the delivery of service plans and which reflect appropriate value for To ensure that staff reporting to this post are valued, supported and clear what is expected of To encourage the development of any staff directly managed to their full potential through systematic individual performance development review andthe establishment of personal development plans, reflecting the needs of the organisation and the To ensure that changes to workforce policies are implemented across the areaand that this is done To support a culture in which individuals feel able to report incidents and that learning takes place from all incidents and complaints. Service Delivery: To work collaboratively with others to identify and implement potential service improvements or developments, where necessary producing business cases for consideration by the CMG Management Team seeking advice and guidance from the General To promote a culture in which multi-disciplinary teams strive for continuous quality improvement by recording and learning from mistakes and To work proactively to ensure collaborative and effective relationships within the service and between the service and other services, whether within or outside the CMG, (and within and outside the Trust where ) To ensure effective systems of communication are in place and utilised. Performance: To be responsible for any specific budget areas delegated by the General Manager and to support the General Manager in coordinating budgets and financial plans for the services. To work in collaboration with all staff in the service area/s to ensure that the business plans are fulfilled and that there is adherence to the To lead on or support new regional or local initiatives. To analyse, monitor and manage patient activity and other service performance in a way that complies with National, Regional or local standards and To monitor closely contracts and targets to enable proactive and timely actions, liaising with the General Manager as To produce reports on recruitment, financial, contractual and performance as To participate in benchmarking, policy setting and review to ensure standardsare maintained and Where required, to manage relevant staff within the service areas, in such a way that contracts and targets are To ensure that sickness absence for staff that report to this post is managed appropriately and in line with the Trusts Sickness Absence Policy. To participate as appropriate in the proper investigation of patient complaints or complaints from other users of the service, drafting of responses as necessaryand taking identified corrective actions. To support the education of staff by encouraging learning from complaints toensure the highest quality of patient care is To support the systems of incident reporting and education of staff following incidents and adverse Please see job description/person specification for full details on the role

A client within the Public Sector based in the East Midland is currently recruiting for a Waste Services Manager to join their team as soon as possible. The client is offering a full time, contract position on an ongoing basis with the ideal candidate having experience of working within the public sector within a Neighbourhood and Environmental Services environment.

The Role

Key purpose of the role is to lead the council's waste management services including the provision of residential (kerbside collection) and commercial collections as well as the councils HWRC provision, and all related waste treatment.

Key responsibilities will include but not be limited to:

• Support Council leaders and politicians by ensuring the provision of input, advice, and evidence to support key decisions and waste strategies.
• Coordinate the effective operational and strategic organisation and deployment of designated resources.
• Guarantee the fulfilment of a broad range of objectives relating to financial control, legal risks to the waste services, resilience, contract compliance and performance to agreed standards by external service providers within budget.
• Represent the service/Council at the highest level on waste management matters through relationship management, public consultation, attendance at meetings/committees/events, and in a formal capacity as required.

The Candidate

To be considered for this role you will require substantial experience acting as a lead technical expert in the field of Waste Management/ UK Legislation which involves interpreting, understanding, and advising on complex technical, legislative, financial/ funding, legal, and contractual matters.

It will be essential to have an extensive level of knowledge of the below:

• Waste technical specialism including the legislative framework
• Technical delivery & performance, service quality & operational standards
• Programme/project delivery, and radical transformation

The client is looking to move quickly with this role and as such are offering £35 per hour Umbrella Ltd.

How to Apply

If this position sounds of interest, email a copy of your up-to-date CV to amy.dhawan@servicecare.org.uk or call Amy at Service Care Construction on 01772 208967 to discuss the vacancy in more detail.

Also, if this role is not of interest to you, but you are looking for new opportunities, please still get in touch as we cover all construction-related vacancies across the region.

Referral Bonus

If this role is not suitable for yourself, but you know someone who may be interested, please pass on their details, or forward these details to them. If they are successful in applying, you will receive a £250 referral bonus upon completion of an initial probationary period.

Customer Relationship Manager - Europcar

Main purpose of the role:

This is an opportunity to play a pivotal part in the management of our most prestigious client base.
You will be based in our Leicester HQ office.
Working with the Corporate Services Manager you will manage a dedicated customer service team
to ensure the performance delivered is the best in the industry. The customers you will be supporting
are amongst the most prestigious in our company therefore we are looking for an outstanding
candidate who strives for excellence in everything they do for this high profile role.
The role encompasses team and performance management, customer service, complaint resolution,
continuous process improvement as well as developing the best working relationships at all levels
within the client base.
You will also have regular face to face exposure with clients supporting our Account Director team at
the monthly business meetings as well as supporting in delivering new projects and initiatives.

Main duties of the role:

● Manage the In-house site as defined by the Company ensuring appropriate business
solutions are reviewed, agreed, maintained and enhanced to benefit the client and the
● Company.
● To effectively manage the team to deliver and maintain the highest level of on site
reservations and rental management services in accordance with KPI
● To motivate, support and empower the In-house team to achieve all aspects of key
performance targets
● Continuously review all processes to ensure we are operating most effectively in support of
our clients requirements
● Continuously explore and promote the most efficient and effective working processes to help
meet the client and customers to improve the Company's profitability, customer service and
demonstrate continuous improvement
● Develop and maintain strong working relationships with client contacts in order to gain a
greater understanding of their business objectives
● Prepare and present regular weekly and monthly reports on In-house service level
performance
● Full ownership and timely management of any escalated complaints from initial investigation
through to successful resolution, along with any corrective actions.
Team Management:
● To ensure all In-house procedures and processes are documented and reviewed regularly
highlighting further improvements to Customer Service delivery, process efficiencies
● Carry out recruitment and selection for all In-house vacancies and responsible for the
training and induction of all new starters
● Responsible for the performance and management of In-house staff, to exceed In-house KPI
targets to ensure we deliver the highest standards of customer service
● To develop and empower staff to undertake increased levels of responsibility
● To ensure staff understand and adhere to the Company Operating and Quality Procedures.
● Monitor the telephony stats and targets, ongoing review of call handling and ensure agents
are working to the agreed telephony SLA's
● Send updates on daily performance stats and progress to the team throughout the day
● Ensure up to date knowledge of Europcar Group UK strategy is shared with the In-house
team
● Carry out any other reasonable duties or ad hoc tasks as requested by Corporate Services
Manager
● Complete regular quality checks on work completed by your team

Key skills and attributes required

● To maintain a high quality of customer experience, recognising Europcar Group Strategy and
Objectives
● To follow all operational procedures and working instructions applicable to the job
● Ensure all KPIs, both individual and team based, are accepted and managed within the
agreed SLA
● Ensure any system issues / contract discrepancies are brought to the attention of the
Corporate Services Manager
● Ensure that a professional and courteous image is portrayed at all times, both personally and
in attitude and appearance in the work area
● Good knowledge of the car rental industry would be advantageous but not essential,
however, demonstrating the ability to manage a dedicated team with 'client centricity' is
essential

What we can offer you:

• Competitive Salary
• Starting on 6 weeks holiday (including bank holidays), increasing with length of service
• Free on site car parking
• Pension and a lfe insurance scheme
• Enhanced Maternity Leave (subject to service and earning qualifications)
• Discounted car hire rates across our network
• 20% discount on EE mobile phone contracts
• Discounted hotel rates through the Accor Group after 12 months service*
• Cycle2Work
• Free annual eye tests
• Confidential legal and support service through BUPA
• Career progression and development

Why choose Europcar?

Joining the team of this market leading brand will give you the opportunity to progress your career in the rental industry. Europcar is committed to helping employees develop market-leading skills through ongoing training and development.

If you believe you have what it takes to become a successful Customer Relationship Manager within Europcar, then please apply today!

We are looking for someone who is highly motivated and who can make a high impact to our Service Desk. We are lucky that we have very competent staff already in place but now require an Operational Service Desk manager to provide Service management support till end of March 2025.

The Operational Service Desk manager will act as a main lead for the SART (Systems, Application and Reporting) Service Desk managing a multi-skilled team with geographical challenges and will work as part of the management team within the service alongside the Head of Systems, Business Analyst Lead, Reporting Solutions Architect and Senior Team Managers.

This role will be expected to devise, operate and manage within Service Level Agreements/Operational Level Agreement standards expected by customers for the Service Desk function and deliver against the ITIL Framework.

The Operational Service Desk manager will aim to:
• Foster a culture of continuous improvement by reviewing service performance, soliciting feedback from stakeholders, and identifying opportunities for optimisation.
• Implement service improvement initiatives to enhance service quality and efficiency over time
• Provide stakeholders with visibility into service performance, adherence to SLAs, and overall service health
• Review effectiveness of practices and make adjustments as needed based on changing business requirements, technology advancements, and feedback from stakeholders.



As the Operational Service Desk Manager, you will:
• Manage the Service desk team and provide leadership to the Service Desk team from both a technical escalation point for direct reports and a management escalation point for strategic and operational decisions.
• Be responsible for oversight of Problem management, developing processes/Standard Operation Procedures to manage customer expectation in the investigation, communication and resolution.
• Have oversight of customer complaints/queries and identify and implement operational improvements within the team and service.
• Manage the end to end management of major incidents including overseeing the creation of post incident reports, communication with stakeholders to reach a resolution and conducting post incident reviews
• Able to co-ordinate root cause analysis
• Responsible for Change management
• Responsible for Release management
• Provide Service Level management and reporting
• Continuous Service Improvements with proactive identification of service improvements
• Design robust incident and problem management processes to quickly identify, prioritize, and resolve service disruption and underlying issues

We are a multi award-winning organisation that has achieved the prestigiousInvestors in People Gold Awardfor ‘We invest in people’ and ‘We invest in wellbeing’ and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.

We reward the hard work and commitment of our people with the following benefits:
• A competitive salary with annual pay reviews
• A generous annual leave entitlement starting at 27 days
• Membership of the NHS Pension Scheme
• Flexible working and family friendly policies, including enhanced parental leave and pay
• A wide range of in-house and external learning and development opportunities
• Access to salary sacrifice and discount schemes
• Access to employee assistance and occupational health services.

Only applicants with the right to work in the UK need apply.

Full vacancy details can be found in the attached Job Description / Person Specification.

Please refer to your suitability to the post in your supporting information from the role requirements or person specification.


This advert closes on Tuesday 2 Jul 2024

Proud member of the Disability Confident employer scheme

We are looking for someone who is highly motivated and who can make a high impact to our Service Desk. We are lucky that we have very competent staff already in place but now require an Operational Service Desk manager to provide maternity cover for 12 months.

The Operational Service Desk manager will act as a main lead for the SART (Systems, Application and Reporting) Service Desk managing a multi-skilled team with geographical challenges and will work as part of the management team within the service alongside the Head of Systems, Business Analyst Lead, Reporting Solutions Architect and Senior Team Managers.

This role will be expected to devise, operate and manage within Service Level Agreements/Operational Level Agreement standards expected by customers for the Service Desk function.

The role is expected to work across all stages of Service Lifecycle:
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement





As the Operational Service Desk Manager, you will:
• Manage the Service desk team and provide leadership to the Service Desk team from both a technical escalation point for direct reports and a management escalation point for strategic and operational decisions.
• Be responsible for oversight of Problem management, developing processes/Standard Operation Procedures to manage customer expectation in the investigation, communication and resolution.
• Have oversight of customer complaints/queries and identify and implement operational improvements within the team and service.
• Ensure a high quality service in every aspect of the service
• Be responsible for the audit and monitoring of Standard Operation Procedures, User Guides, identifying service improvements to improve quality and the attainment of KPIs.

We are a multi award-winning organisation that has achieved the prestigiousInvestors in People Gold Awardfor ‘We invest in people’ and ‘We invest in wellbeing’ and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.

We reward the hard work and commitment of our people with the following benefits:
• A competitive salary with annual pay reviews
• A generous annual leave entitlement starting at 27 days
• Membership of the NHS Pension Scheme
• Flexible working and family friendly policies, including enhanced parental leave and pay
• A wide range of in-house and external learning and development opportunities
• Access to salary sacrifice and discount schemes
• Access to employee assistance and occupational health services.

Only applicants with the right to work in the UK need apply.

Full vacancy details can be found in the attached Job Description / Person Specification.

Please refer to your suitability to the post in your supporting information from the role requirements or person specification.


This advert closes on Tuesday 2 Jul 2024

Proud member of the Disability Confident employer scheme

Full vacancy details can be found in the attached Job Description / Person Specification. Please refer to your suitability to the post in your supporting information from the role requirements or person specification.

Full vacancy details can be found in the attached Job Description / Person Specification. Please refer to your suitability to the post in your supporting information from the role requirements or person specification.

Build your career in Trades with Platform Property Care
Platform Property Care has an exciting opportunity for an experienced Housing Maintenance Service Manager to join our talented Voids Service and lead our Multi Skill Trades team based in Leicestershire.
This is a unique opportunity that has arisen due to our continued expansion. Now is an exciting time to join us! Why? In this newly created role, you will be responsible for growing and evolving the team, supporting them as they continue to expand whilst delivering the service to a broader geography.
As part of a national housing association, you will be one of a team of Service Managers responsible for the successful delivery of void property maintenance to Platform Housing Group and partners housing stock. In the last financial year, our void team delivered over 3,000 property maintenance and refurbishment projects. You will play a key role influencing and supporting the strategic growth of Platform Property Care.
Leading a multi-trade team supported by a supervisor, you will be results focused, ensuring the service is delivered to meet contractual timescales and key performance indicators including sector leading customer experience; whilst supporting the wider Platform Property Care team objectives.
Some things we need from you:
You will be an experienced Service/Repairs Manager, who will have previously worked in the housing/ construction industry, ideally with a relevant qualification. You should also have experience of managing and nurturing large teams and are able to bring the best out of your team.
Some of the things we are looking for:
• Experience of people management, both colleague and contractor, within a maintenance services environment
• Excellent interpersonal skills
• The ability to inspire, motivate and engage your team to deliver results – to be their best
• Experience in working with clients and delivering services that meet KPIs including customer satisfaction and setting a clear level of customer service 
• Proven experience of monitoring, measuring, and managing service performance, leading, and motivating a strongly performing team and addressing under-performance where required 
• Strong experience of delivering maintenance works on time and to budget, with a right first-time mentality and approach 
This role also requires covering the out of hours duty manager rota, which is currently one day in thirteen and includes weekends.
The role requires a full UK Driving Licence and covers housing stock and operatives based in Leicestershire mainly and surrounding counties. Ideally, you’d be based centrally in Leicester. At times you will be required to attend meetings and training at our other offices and locations including Worcester, Birmingham, Matlock, and Skegness.
Part of Platform Housing Group, Platform Property Care is a well-established property maintenance business. Working with us is more than just a job. We value the contribution that our colleagues make to our business; our vision is clear – we are growing fast, and we aim to achieve our plan through an engaged and highly skilled team.
If this sounds like the place for you then we’d love to hear from you! For more information or an informal discussion about this role, please contact Adam Rudge, Head of Voids, at adam.rudge@platformhg.com
We do not require recruitment agency support at this time - all speculative CV’s will be treated as a direct application.

Proud member of the Disability Confident employer scheme

JOB TITLE: Head of HR Advice Service
LOCATION: Leicester
SALARY: £60,000 - £65,000 + £5K car allowance

The COMPANY
Our client is a very well-established nationwide provider of business-critical services to thousands of organisations all over the UK.

The ROLE
The successful Head of HR Advice Service will be required to do the following:

* To lead and advise the HR Advisory team.
* To manage consultants' performance within a contact centre environment.
* Drive the coaching initiative within the department.
* Identify training needs, themes and trends as well as areas for improvement and communication of these across the department.
* Promote awareness of additional services within the Group and subsequently drive referrals within the department.
* Help manage Consultant workloads.
* Monitor and review performance activity on a daily basis.
* Assist in any recruitment and interviews for the department.
* Deal with client complaints and internal formal meetings (eg disciplinary and grievance).
* This is a 100% work from the office role. It is not hybrid.

CANDIDATE
Our client is looking for a Head of HR Advice Service with the following experience and attributes:
* You will be a qualified HR professional.
* Experience in a senior leadership team or working towards this.
* A passion for problem solving, coaching and developing others.
* Excellent communication and people management skills.
* Ability to work in a fast-paced contact centre environment
* A dynamic and flexible approach, as well as the ability to work under pressure
* Excellent service issue / complaint resolution skills
* Capability to work under pressure with a solutions-based approach


This role is commutable from:

Rugby
Hinckley
Atherstone
Nuneaton
Coventry
Bedworth
Tamworth

ALTERNATIVE JOB TITLES: HR Manager, HR Director, HR Advisor Manager, HR Call Centre Manager, CIPD, HR Director
INCAL1


Mana Resourcing is a specialist recruitment company working within the Engineering, Sales, IT and Commercial sectors. We are established to service and support the recruitment requirements of modern businesses and candidates alike. This particular role includes people with experience in HR Manager, HR Director, HR Advisor Manager, HR Call Centre Manager, HR Director

Welcome to Hastings Direct - From our Group HR Director Pam Angel

We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues.



We provide insurance for over three million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead.



We understand some people may not apply for jobs unless they feel they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you're not 100% sure we would love to hear from you.



Job Details

• As a key member of the Hastings Technology Services Leadership team, you will oversee the operational and strategic aspects of the teams that provide customer (colleague) facing services
• The End User Support Leader will enable the transformation of the existing "Tech Bar" teams into a full end user support function, expanding the existing responsibilities and capabilities to an aligned approach for initial support across all colleagues facing technology.
• The End User Support Leader is responsible for the development and line management of the Desktop Service Team here at Hastings Direct. You will provide strategic development and upskilling for all new technologies and will provide development for the Service Response team leaders.
• You will hold responsibility for the end-to-end lifecycle of incidents, problems, service requests and changes relating to end user computer technology.

Skills we would love you to have

• The successful individual will need to be a great communicator as this role will oversee 21 people in total including 2 team leaders
• Essential prior experience of using a queue system to make sure incidents are resolved in a timely manner

What we offer

Join us and you'll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you'll be helping to drive our growth, so in return, we'll give you all the support, training and development you need. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.



Reward

Salary - Attractive salary based on experience + car allowance (pay reviews also completed each year)

Flexible Working - We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home.

Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings' performance against our business goals and your own personal performance.

Physical Wellbeing - as a Band 4 colleague, Hastings pay for you to receive private medical Insurance (also known as PMI) This gives you flexibility and convenience to see a specialist or consultant and allows you to decide when and where you will be seen.

Financial Wellbeing - As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes - discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support.

Mental Wellbeing programme - At Hastings Direct we understand that mental health cannot not be scheduled, that's why we have a range of support to help you keep yourself well. We have the thrive mental health app, our colleague assistance programme available 24/7, our own, in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs

There's more! - 27 days annual leave + bank holidays, with the option to buy or sell one of your contracted weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more ….



Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we'll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve



We deliver good outcomes for our customers every time by providing great products at the right price with our simple and straightforward service. We treat customers like we want to be treated - fairly, respectfully and with their best interests at heart

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

To work collaboratively with others to identify and implement potential service improvements or developments, where necessary producing business cases for consideration by the CMG Management Team seeking advice and guidance from the General Manager. To promote a culture in which multi-disciplinary teams strive for continuous quality improvement by recording and learning from mistakes and complaints. To work proactively to ensure collaborative and effective relationships within the service and between the service and other services, whether within or outside the CMG (and within and outside the Trust where appropriate). To ensure effective systems of communication are in place and utilised. To be responsible for any specific budget areas delegated by the General Manager and to support the General Manager in co-ordinating budgets and financial plans for the services. To work in collaboration with all staff in the service area/s to ensure that the business plans are fulfilled and that there is adherence to the budget. To lead on or support new regional or local initiatives. To analyse, monitor and manage patient activity and other service performance in a way that complies with National, Regional or local standards and targets. To monitor closely contracts and targets to enable proactive and timely actions, liaising with the General Manager as appropriate. To produce reports on financial, contractual and performance as necessary. To participate in benchmarking, policy setting and review to ensure standards are maintained and reviewed. Where required, to manage relevant staff within service areas in such a way that contracts and targets are delivered. To ensure that sickness absence for staff that report to this post is managed appropriately and in line with the Trusts Sickness Absence Policy To participate as appropriate in the proper investigation of patient complaints or complaints from other users of the service, drafting of responses as necessary and taking identified corrective actions. To support the education of staff by encouraging learning from complaints to ensure the highest quality of patient care is delivered. To support the systems of incident reporting and education of staff following incidents and adverse events. (please refer to the job description/person specification for full details on the role)

Manage staff annual leave, sickness absence and time owing in accordance with Trust policy. Develop and implement effective monitoring systems and ensure all records and staff files are accurately maintained. Complete staffing returns as required by the Trust. Manage effectively short- / long-term staff absence ensuring ongoing maintenance of a high-quality administrative service at all times. Act as the first management escalation point of contact for all matters relating to Switchboard/CSC/Reception Desks. Where such issues cannot be resolved, escalate these appropriately to the CSC Manager in a timely manner. Responsible for staff recruitment and selection in accordance with Trust policy. Manage the requisition of supplies for the services, ensuring adequate levels are maintained at all times. Facilitate risk assessments and health and safety reviews of the department on a regular basis. Manage and maintain specialty / departmental resources on a daily basis e.g. IT equipment. Facilitate the introduction of new technology within the department. Support CMG management in the investigation and resolution of verbal / written complaints within agreed timescales. Ensure standardisation of function, across hospital sites if applicable, to maintain consistency in work practice. Continuously review work procedure and practice, skill mix and roles to ensure service efficiency and quality. Support the CSC Manager / General Manager in management of change processes as required. Attend meetings and participate in specialty / CMG / Trust groups as directed by the CSC Manager / General Manager. Represent the specialty / CMG and feedback to Management colleagues as required. Undertake any training for the role as deemed appropriate by the CSC Manager. Devise and implement a comprehensive induction programme for all new staff, facilitating their introduction and integration in to the existing teams. Co-ordinate the training requirements of all staff, enabling them to undertake their roles effectively and to the required standard. Provide local training where possible and enable staff to attend training external to the department where necessary. Review staff training requirements on an ongoing basis and ensure accurate records are maintained. Support in the annual process of appraisal for all staff, in conjunction with Agenda for Change. Ensure all appropriate training, education and development opportunities are available to staff to assist their personal and professional development. Ensure RDA staff is aware of all appropriate Trust policy and procedures. Provide effective leadership and motivation to all CSC/Switchboard/Reception Staff, creating a positive working environment in which staff are valued and respected. Identify and manage all issues relating to staff performance in accordance with Trust policy. Seek guidance and support from the CSC Manager/Head of Facilities, Human Resources and Occupational Health as required. Liaise with the relevant managers for the preparation of month end reporting. Produce the necessary reports to substantiate the monthly performance statistics.