Caseflow Scanning Exception Handler - Support Team Manager - Liverpool
hace 2 días
Liverpool
About the job Job summary Discover what it's like to work in a compliance role that makes an impact. Could you help us shape a stronger, fairer future? Your next career move starts here. This role is a front-line manager position of the Exception Handling Team within CCG COD COPS CST, providing direct supervision and operational oversight of the Exception Handling Team (EHT). The team delivers a vital support service to over 25,000 CCG caseworkers, ensuring customer correspondence and sensitive compliance documentation are processed accurately and made available promptly. As the EHT Manager, you will be responsible for the day-to-day running of the team, ensuring work is completed to the required quality standards and within agreed Service Level Agreements (SLAs). You will maintain close oversight of workloads, priorities and resourcing, responding to issues as they arise and escalating risks appropriately. Accuracy, attention to detail and compliance are central to the role, as the work handled by the team directly impacts case-working decisions and customer outcomes. Job description This is a hands-on people management role. You will supervise and support colleagues daily, providing clear direction, coaching and feedback to help them meet performance expectations. You will manage attendance, wellbeing and conduct in line with policy, holding regular one to ones and performance conversations to support development and address issues early. Creating a positive, inclusive and supportive team environment is a key expectation of the role. You will monitor team performance using management information, identifying trends such as errors, delays or emerging backlogs. While you will not be responsible for setting strategy, you will be expected to contribute ideas for improvement, support local changes to processes, and help embed new ways of working within the team. A key part of the role is ensuring learning and knowledge are shared across the team, maintaining consistent standards and enabling a flexible, multi-skilled workforce that can be deployed across different tasks at short notice. You will also act as the team's representative in operational discussions, passing on information, raising concerns, and working constructively with colleagues and stakeholders. This role is ideal for someone looking to build or strengthen their management experience, who enjoys leading people, maintaining operational standards, and delivering a reliable service in a fast-paced environment. It offers the opportunity to develop confidence as a manager while making a meaningful contribution to a critical operational service. Your responsibilities will include: • Provide day to day operational leadership for the Caseflow Scanning Exception Handling Team, ensuring an accurate and timely service., • Lead, motivate and support team members, fostering a positive and inclusive working environment., • Allocate and oversee workloads to meet SLAs and operational targets, managing backlogs and quality issues as they arise., • Make effective operational decisions that balance service delivery, compliance and customer impact., • Manage individual and team performance through regular conversations, coaching and feedback, including attendance, wellbeing and conduct., • Carry out quality assurance checks to maintain consistent handling of sensitive documentation and share learning to support a multi-skilled workforce., • Use management information to monitor performance, identify trends and support continuous improvement., • Escalate operational or compliance risks appropriately and contribute to mitigation actions and reporting., • Provide advice on scanning related queries via email and Microsoft Teams., • Manage delivery against service standards or SLAs., • Analyse and interpret performance data, SLAs to inform decision-making and identify trends in performance, resource and process or risks and act appropriately by adjusting resource, escalate risks, change processes or advise on solutions., • Produce management information or reporting for senior stakeholders., • Collaborate with stakeholders, building effective working relationships across teams., • Conduct quality assurance activity and managing performance issues., • Experience leading, supervising or supporting others in a fast paced operational or service delivery environment, with the ability to set expectations and manage day to day performance., • Strong organisational skills, including prioritising workloads to meet deadlines and SLAs while maintaining accuracy and attention to detail., • Experience working within quality or compliance driven processes, including carrying out assurance checks and providing constructive feedback., • Ability to interpret performance data or management information to monitor activity, identify issues and inform operational decisions., • Sound judgement with the ability to respond to emerging problems, escalate risks appropriately and handle sensitive or confidential information professionally., • Leadership, • Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary., • Family friendly policies., • Personal support., • A 500-word Personal Statement. Your Personal Statement (max 500 words) should detail how you meet the key responsibilities and essential criteria for this role as outlined in the person specification part of the advert., • UK nationals, • nationals of the Republic of Ireland, • nationals of Commonwealth countries who have the right to work in the UK, • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window), • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS), • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020