Total 6 Manager level Customer Service job vacancies in CM1 2QX

Commissioning Manager

Service care Solution are currently recruiting for a Commissioning Manager in Essex.

The Commissioning Manager will work across a range of programmes from universal to specialist levels of need, supported by an experienced team of senior and lead commissioning officers. At current primary focus is that of children and young people's placements which is demanding and requires innovation.

Pay rate - £35.80 PAYE per hour / £45 ltd (umbrella)

Main Responsibilities

As a Commissioning Manager, you will be responsible for:

• Work in complex situations, dealing with complex problems
• Managing senior and lead commissioning officers and collaborating across all functions of the organisations as well as external partners
• Oversee all aspects of the commissioning process from needs assessment, co-production to procurement and/or service redesign

Requirements:

• Educated to degree level or equivalent by experience.
• Knowledge and proficient experience of the commissioning cycle together with mastery of programme and project management.
• Enhanced DBS

Working with Service Care Solutions comes with many benefits, including:

• A specialist consultant within an experience and dedicated recruitment team
• Excellent rates of pay
• Payroll services twice a week

If you are interested in the Commissioning Manager role, or know of anyone who may be, please contact Emma at Service Care Solutions on 01772 208964 or email emma.petricco@servicecare.org.uk

Service Care Solutions also offers a £250 referral bonus! So if you know of anyone who would be perfect for this position and they are placed into work, you will receive £250 for the referral once their probationary period has been completed!

The Technical Programme Manager will be responsible for managing the technical direction of the Digital Delivery Department and manage a small Team of Technical Consultants supporting the delivery and future development of the Trust’s Digital Strategy.

As Technical Programme Manager, you will continuously drive excellence in all aspects of the technical direction of the Digital Strategy to build our shared best practices. Projects will be delivered with care and attention to research, data, and organisational governance.

Reporting to the Head of Digital Delivery, the post holder will work as part of a dynamic Team, and in collaboration with other Executives and Programme Directors, in assuring delivery of the agreed East of England business plan and delivery portfolio.

This will include agreeing work programme priorities for each portfolio for the year, ensuring appropriate resourcing and establishing and embedding the required programme governance and reporting arrangements.

A solid foundation in developing technology solutions in a health care setting is vital, complemented by distinguished leadership and communications skills, pivotal in fostering collaborative endeavours with a diverse range of stakeholders inside and outside of the Trust.

East of England Ambulance Service is an organisation that is leading the way across the UK in providing patients and the NHS with innovative solutions to provide the best levels of care.

Great healthcare requires great people. That’s why we are doing everything we can to recruit committed, skilled people – and to make sure we support our new and existing employees, so they choose to stay with us

Please refer to the attached Job description for a detailed overview and the main responsibilities of this role


This advert closes on Monday 26 Aug 2024

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our 24/7 Contact Centre takes hundreds of thousands of calls each year, providing our customers with help when it is needed most. Our agents are trained to deal with a wide range of calls which ensure customer queries are handled with the highest levels of customer service.

The Role - Team Manager

We’re looking for motivated and driven individuals to join our team as a Team Manager. The successful candidate will be leading and performance managing a team of Customer Service Advisors to deliver in hours and out of hours support services to clients and customers via multiple channels within a 24/7/365 Customer Service Centre.

The hours of this role will vary from 7/8am to 5/6pm or 2pm to 10pm. You will be working on a 4 days on, 4 days off basis so this will also include weekends.

Duties/Key Responsibilites

• The performance and development of a team of cross-skilled customer service advisors in line with the CSC performance management framework.
• Support the deliver of the Connect operational plan with clear performance and customer service outcomes.
• Support and deliver the Pinnacle values through effective management of people and processes.
• Work collaboratively with internal and external partners to achieve agreed objectives.
• Deputising for the Head of Contact Centre Operations Manager as required.
• You will performance manage a team of CSA’s responsible for dealing with high volume customer contact and enquiries by telephone/live chat/social media/e-mail etc.
• You will work in a performance management driven culture with SMART objectives linked to the overall CSC key performance indicators.
• You will provide ongoing coaching and development of your CSA’s which will include monthly 1-2-1 sessions, team meetings and individual personal development plans.
• You will be a customer service ambassador, ensuring your team provide excellent customer service, take ownership, and promote customer self-service in the future.
• You will ensure your CSA’s resolve customer enquiries in a quick and efficient manner, resolving issues via first contact resolution (FCR) where possible, to deliver a seamless out of hours service in line with the Pinnacle values.
• You will deal with escalations from CSA’s where appropriate and look to limit the volume of complaints raised to front-line staff by early agreed resolution with our customers.
• You will ensure a high-quality is provided to customers at all times in line with Pinnacle values, behaviours, and corporate standards.
• You will act as a positive role model for other staff members, and convey the Pinnacle values, behaviours, and corporate standards at all times.
• Promote and support a culture of continuous improvement in customer service to achieve excellence.
• Use feedback from customers to improve services being delivered by your team.
• Support your team to provide proactive customer services.
• Be prepared to offer support to resolve difficult issues and manage escalated complaints about our services quickly, learning from the experience.
• Promote a culture that balances the needs of the customer with those of the business.
• Seek and act on feedback to improve your team performance.
• Effectively performance manage staff to ensure service standards are maintained.
• Have a clear understanding of the Organisations objectives and how you feel you and your team contribute to meeting them.

Skills Required

In order to be successful in this role, we have outlined the key behaviours we’ll expect of you, and the knowledge, experience, and skills you will need to do the job. You’ll be assessed on these criteria at various stages through the selection process.

• Staff management experience, preferably in a customer focused, contact centre environment.
• Experience of delivering excellent customer services that meet individual and team needs and performance requirements.
• Experience of managing business and staff performance.
• Willingness to work evenings/weekends to meet client and customer needs.
• Excellent communication and relationship building skills.
• Experience of working in a repairs and maintenance, social housing, or similar environment.
• Experience of managing staff working in a multi-channel customer service centre.
• Experience of delivering an effective repairs and maintenance service.
• Strong people management, coaching and development, problem-solving skills.
• Excellent customer service and recovery skills.
• Ability to work independently, manage your own workload and meet deadlines.
• Good communication skills, including written and verbal with excellent interpersonal skills and ability to express ideas in a clear and concise manner to different audiences.
• Good decision making and ability to think tactically and identify service improvements.
• Experience of working in a performance management culture.
• Ability to deal firmly, yet diplomatically with a wide range of people and situations.
• Ability to work flexibly and have an adaptable approach to change and lead people through that change well in a fast-paced, contact centre environment.

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our 24/7 Contact Centre takes hundreds of thousands of calls each year, providing our customers with help when it is needed most. Our agents are trained to deal with a wide range of calls which ensure customer queries are handled with the highest levels of customer service.

The Role - Team Manager

We’re looking for motivated and driven individuals to join our team as a Team Manager. The successful candidate will be leading and performance managing a team of Customer Service Advisors to deliver in hours and out of hours support services to clients and customers via multiple channels within a 24/7/365 Customer Service Centre.

The hours of this role will vary from 7/8am to 5/6pm or 2pm to 10pm. You will be working on a 4 days on, 4 days off basis so this will also include weekends.

Duties/Key Responsibilites

• The performance and development of a team of cross-skilled customer service advisors in line with the CSC performance management framework.
• Support the deliver of the Connect operational plan with clear performance and customer service outcomes.
• Support and deliver the Pinnacle values through effective management of people and processes.
• Work collaboratively with internal and external partners to achieve agreed objectives.
• Deputising for the Head of Contact Centre Operations Manager as required.
• You will performance manage a team of CSA’s responsible for dealing with high volume customer contact and enquiries by telephone/live chat/social media/e-mail etc.
• You will work in a performance management driven culture with SMART objectives linked to the overall CSC key performance indicators.
• You will provide ongoing coaching and development of your CSA’s which will include monthly 1-2-1 sessions, team meetings and individual personal development plans.
• You will be a customer service ambassador, ensuring your team provide excellent customer service, take ownership, and promote customer self-service in the future.
• You will ensure your CSA’s resolve customer enquiries in a quick and efficient manner, resolving issues via first contact resolution (FCR) where possible, to deliver a seamless out of hours service in line with the Pinnacle values.
• You will deal with escalations from CSA’s where appropriate and look to limit the volume of complaints raised to front-line staff by early agreed resolution with our customers.
• You will ensure a high-quality is provided to customers at all times in line with Pinnacle values, behaviours, and corporate standards.
• You will act as a positive role model for other staff members, and convey the Pinnacle values, behaviours, and corporate standards at all times.
• Promote and support a culture of continuous improvement in customer service to achieve excellence.
• Use feedback from customers to improve services being delivered by your team.
• Support your team to provide proactive customer services.
• Be prepared to offer support to resolve difficult issues and manage escalated complaints about our services quickly, learning from the experience.
• Promote a culture that balances the needs of the customer with those of the business.
• Seek and act on feedback to improve your team performance.
• Effectively performance manage staff to ensure service standards are maintained.
• Have a clear understanding of the Organisations objectives and how you feel you and your team contribute to meeting them.

Skills Required

In order to be successful in this role, we have outlined the key behaviours we’ll expect of you, and the knowledge, experience, and skills you will need to do the job. You’ll be assessed on these criteria at various stages through the selection process.

• Staff management experience, preferably in a customer focused, contact centre environment.
• Experience of delivering excellent customer services that meet individual and team needs and performance requirements.
• Experience of managing business and staff performance.
• Willingness to work evenings/weekends to meet client and customer needs.
• Excellent communication and relationship building skills.
• Experience of working in a repairs and maintenance, social housing, or similar environment.
• Experience of managing staff working in a multi-channel customer service centre.
• Experience of delivering an effective repairs and maintenance service.
• Strong people management, coaching and development, problem-solving skills.
• Excellent customer service and recovery skills.
• Ability to work independently, manage your own workload and meet deadlines.
• Good communication skills, including written and verbal with excellent interpersonal skills and ability to express ideas in a clear and concise manner to different audiences.
• Good decision making and ability to think tactically and identify service improvements.
• Experience of working in a performance management culture.
• Ability to deal firmly, yet diplomatically with a wide range of people and situations.
• Ability to work flexibly and have an adaptable approach to change and lead people through that change well in a fast-paced, contact centre environment.

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

This is a 12 month fixed term contract or secondment opportunity.

Interviews will be held on 18th and 19th January 2024.

About the Role

The Deputy Team Manager is an opportunity for Social Workers with a passion for development, to specialise in a career in social care management. Committed to improving the quality of delivery, this role will support the Team Manager to achieve positive change.

With significant experience of Social Work practice and a desire to mentor staff and manage individual and team performance and deliver improvements. The ability to build strong working relationships with all team members is also key to this role. The Role of the Deputy Team Manager will be to support the manager with the oversight and running of the team.

This role will work alongside Adults with a complexity of needs related to their Learning Disability/Autism, Mental or Physical Health or a combination of all the above. The successful candidate will have a real interest in relationship-based social work, with a focus on building independence through a positive approach to risk and the strengths-based model.

You will work closely with adults placed in supported living accommodation and residential care. Working with the adults, alongside providers family members and advocates to undertake Care Act reviews with a focus on helping to develop independence and progression.

This role sits within our Countywide team supporting adults living within all areas of Essex and out of county. The role will be community based and home working with the flexibility of being based from any of our Essex locations for administrative purposes.

About you

You'll bring strong leadership and behavioural skills, giving you the ability to develop a highly motivated, high-performing professional team to deliver the best solutions for those using our services. We're also looking for your experience of working in a social care setting, along with the ability to deal with challenging social situations and develop strong relationships with partner agencies and the local community to provide a supportive framework for vulnerable adults.

You'll also bring:

• Evidence of continuing professional development and capability of practice in accordance with current professional standards.
• An in-depth understanding of the financial implications of commissioned care packages.
• Experience of leading change in a complex environment, and ensuring the organisation delivers best practice within financial constraints.
• The ability to make clear decisions, to highlight and limit potential risks associated with intervention.
• At least 2 years' experience in a qualified Social Worker role.
• Practice Educator, AMHP or BIA qualification
• Experience working with Adults with learning disabilities / autism.

This role involves travelling around Essex and beyond, transporting service users and their belongings - sometimes in an emergency. A driving licence and car - or the ability to meet the mobility requirements of the role through other means - is essential.

As part of employment with Essex County Council (ECC), should your role require a DBS check you will be required to register with the DBS update service. https://www.gov.uk/dbs-update-service

What We Offer In Return

We'll support you to be your best…

• Training and development to empower you from our award-winning Essex Social Care Academy.
• With us you can make your career work for you with flexible working options
• With us you can get the support you need with employee wellbeing and counselling
• Lease Car scheme
• Up to £8000 for relocation *
• With us you can have peace of mind with life assurance of three times annual salary
• Payment of professional fees for approved professions
• Local Government Pension Scheme. View Key Facts and FAQ's about the LGPS.
• Volunteering leave
• 27 days annual leave plus bank holidays, rising with service

Whatever you want to achieve in your social care career, you can do it here.

*T&Cs Apply.

Apply now.

For more information visit our Adult Social Care Brochure or contact Abbie.Mollison@essex.gov.uk

Essex County Council is proud to offer an excellent benefits package to all its employees. More information can be found on https://www.workingforessex.com/working-here/pay-reward/

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment .

Essex County Council is proud to be a Disability Confident Leader. We're committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.

We're also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

We seek the best talent from the widest pool of people as diversity is key to our success.

If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join the Essex Talent Community.

Pay and Reward | Our Ways of Working | About Us | Organisation Behaviours

This is a fixed term contract / secondment opportunity until 30th November 2024.

Interviews will be held in person on 8th and 9th January 2024.

The Service Improvement taskforce ensure that Adult Social Care is providing the best experience possible for the residents of Essex, ensuring good quality, safety and user experience.

The taskforce play an integral part of preparations for the upcoming CQC inspection and charging reforms. In joining the taskforce, you can grow your expertise by helping us meet the new challenges this brings.

You will be a champion for best practice and an advocate for change. You will work collaboratively using a strength-based approach with teams across Adult Social Care to deliver quality improvement and assurance activity in readiness for the CQC inspection.

About the Role

The Team Manager leads a social care team, holding them accountable for performance and delivering improvements. Working with the Service Manager, contributing to the development of strategy and ensuring a service which adapts responsively to change.

With proven ability to focus on results, develop innovative solutions and build strong working relationships with partners, this leader will possess a deep understanding of working in an extremely challenging financial environment.

The role will involve providing leadership and support across a team of professionals, enabling the development of individuals within the team. Key responsibilities will include delivering expertise and professional knowledge and guidance for complex cases and delivering a high-quality service with positive outcomes which enables people to live healthily and independently.

About You

You'll bring strong and progressive leadership and behavioural skills, giving you the ability to develop a highly motivated, high-performing professional team to deliver the best solutions for those using our services. We are seeking an innovative, proactive leader who engages a strengths-based approach to leadership in a multi-disciplinary arena that can at times be challenging but rewarding as you see the team grow in confidence.

Educated to degree level in Social Work or Occupational Therapy with current professional registration, you'll bring strong leadership and behavioural skills, giving you the ability to develop a highly motivated, high-performing professional team to deliver the best solutions for those using our services. We're also looking for your experience of working in a social care setting, along with the ability to deal with challenging social situations and develop strong relationships with partner agencies and the local community to provide a supportive framework for vulnerable adults.

You'll also bring:

• Evidence of continuing professional development and capability of practice in accordance with current professional standards.
• An understanding of budgetary responsibilities and how they impact upon a service.
• An in-depth understanding of the financial implications of commissioned care packages.
• Experience working in a qualified Senior Social Worker or Occupational Therapist role with current professional registration
• Experience of leading change in a complex environment, and ensuring the organisation delivers best practice within financial constraints.
• The ability to make clear decisions, to highlight and limit potential risks associated with intervention.
• Evidence of working within a fast-paced complex team
• The ability to make evidenced based decisions within the context of competing resources and high-risk environments.

This role involves travelling around Essex. A driving licence and car - or the ability to meet the mobility requirements of the role through other means - is essential.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service .

What We Offer In Return

We'll support you to be your best…

• Training and development to empower you from our award-winning Essex Social Care Academy.
• With us you can make your career work for you with flexible working options
• With us you can get the support you need with employee wellbeing and counselling
• Lease Car scheme
• Up to £8000 for relocation *
• With us you can have peace of mind with life assurance of three times annual salary
• Payment of professional fees for approved professions
• Local Government Pension Scheme. View Key Facts and FAQ's about the LGPS.
• Volunteering leave
• 27 days annual leave plus bank holidays, rising with service

Whatever you want to achieve in your social care career, you can do it here.

*T&Cs Apply.

Apply now.

For more information visit our Adult Social Care Brochure or contact Abbie.Mollison@essex.gov.uk

Essex County Council is proud to offer an excellent benefits package to all its employees. More information can be found on https://www.workingforessex.com/working-here/pay-reward/

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment .

Essex County Council is proud to be a Disability Confident Leader. We're committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.

We're also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

We seek the best talent from the widest pool of people as diversity is key to our success.

If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join the Essex Talent Community .

Pay and Reward | Our Ways of Working | About Us | Organisation Behaviours