Job Description

Jointly monitoring performance alongside CSL through available MI at site and individual HP level, to identify trends/risks/ development opportunities. Creating & executing appropriate plans in line with the relevant HR policies where necessary.
 

• Support Resource Managers in the planning activity, allocation of resource in line with DWP forecast, and effective booking policies to assist in the achievement of SLA’s and KPI’s. Optimising clearance opportunities whilst maintaining quality and protecting the customer journey.
• Create and maintain Management Information Pack, produced weekly and shared with senior mgt.
• Monthly 1-2-1 with team members
• Cascading information to Team Members through Daily meetings/huddles with all staff at AC and HC by conference call
• Delivery of monthly team meetings including operational updates-need to change this to supporting the monthly team meetings to ensure that relevant business messages are cascaded.
• To promote joint working and maximise the local relationships with CSLs, coordinators and established engagement structure.

Required Knowledge, Skills, and Abilities

• Discussing / reviewing/ answering complaints within SLA
• Attendance at Stakeholder Engagement Meetings as and when required
• Review CSAT data and implementing changes where necessary to improve claimant journey/experience
• Facilities Management, including all HSE and Security procedures and processes are adhered to
• Completing, checking and approving staff expense, timesheets, annual leave, shopping carts/procurement requests