Job Description

An effective Service Delivery Manager must demonstrate the following skills/behaviours:-

• Strong Initiative and driven, with a pro-active nature, keen to learn, personable, flexible and not afraid to get stuck into a large amount of detail
• Highlighting areas of interest, concerns, future requirements, providing feedback to relevant stakeholders where necessary
• Strong communicator, with skills & experience of leading diverse/disperse teams
• Professional under pressure
• Focus on succeeding in a challenging, and ever changing environment.
• Contribute positively to the organisational culture

Required Knowledge, Skills, and Abilities

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.

New Starters

• Responsible for onboarding new HP’s into the business from offer acceptance including welcome calls and regular touch points as per the onboarding process, and ensuring the day 1 induction is completed in line with business expectations
• Learning passport to be reviewed with CSL to identify any potential support needs/behavioral concerns alongside CSL, ensuring bespoke plans are created, implemented and managed

Other Duties

• 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