First Point of Contact Service Team Leader
| Posting date: | 23 May 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £49,178 - £55,492 per annum inclusive of outer London HCAS |
| Hours: | Full time |
| Closing date: | 22 June 2024 |
| Location: | Surbiton, KT6 7QU |
| Company: | South West London and St Georges Mental Health Trust |
| Job type: | Permanent |
| Job reference: | 6339887/294-CORP-6339887-JB |
Summary
A Vacancy at South West London and St George's Mental Health NHS Trust.
Following a recent structural change in the People Team, Southwest London & St George’s Mental Health (SWLSTG) NHS Trust is looking for various roles in the People Team including a First Point of Contact Service Team Leader in the HR operations team.
Reporting into the Head of Operations, the First Point of Contact Service Team Leader will lead the team responsible for the service that provides the one point of access to the People Service supporting colleagues and managers when they need assistance. The service is the first point of contact for resolution of all HR queries either at the 1stcontact or by escalating/handing over the customer to the correct team/individual within the People Service.
The HR Direct Service receives the highest number of contacts therefore its success reflects the reputation of the whole People Service. The postholder will ensure ongoing excellence across the team and will ensure that team has a strong service ethos, combined with a drive for continuous improvement.
We are looking for a proactive, organised and collaborative individual, who will be able to lead and set up a team, whilst delivering a high costumer centric service, driven by excellence and desire to strive for ongoing service improvements.
The post holder will be responsible for creating the new service from scratch, supported by the Head of HR Ops and Associate Director of HR Operations. Once the role is established the role will manage the HR Direct Service which provides initial responses and first contact resolution for HR, queries and service requests from SWLSTG employees and external providers.
The service will have an expectation for providing resolution to as many general queries as possible on 1stcontact, escalating to relevant teams where the query is more complex. You will be providing leadership, guidance and management of the HR Direct team, and will develop and deliver a Customer Services improvement Strategy for the service. In addition, you will be developing improved ways of working to continually meet customer needs and maximise use of the service.
This role is offered on a permanent basis and will be based at our Tolworth Hospital site. You will be working in accordance with the Trust Agile working policy.
As part of the interview and assessment process, applicants can expect a presentation with an Q&A, followed by an interview.
Flexible working:
We are proud to offer agile and flexible working opportunities as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday within the time frames from 9.00am to 5.00pm, giving you the very best of good work life balance.
We are Proud to Belong at South West London and St George’s Mental Health NHS Trust.
We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as ‘good’ - we aspire to be ‘outstanding’.
This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world. More developments are planned across our sites and services.
We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co-produce and involve our local communities in all that we do.
We offer flexible working, career development and a variety of benefits to enable a positive, welcoming environment in which our people and their careers can thrive.
About our locations:
Tolworth Hospital, Surbiton
To create the very best environment to care for our patients, this site’s layout will be transformed in 2026 to add a number of wards to the existing three. Tolworth has a canteen and is near shops, the A3, Tolworth station, and is a bus ride from Surbiton station, with fast connections to Clapham Junction and London Waterloo.
In addition to the main duties outline for the role, some of the key responsibilities include:
1. Ensure that the customer experience is at the core of the delivery of the First Point of Contact Service services by;
· ensuring that processes are designed around the customer
· ensuring expectations are met through resolution of queries within SLA
· delivering a service which provides excellent and timely communication with the customer throughout
2. Responsible for ensuring the full range of line management duties for the First Point of Contact team are completed; including recruitmentselection, induction, training on query resolution,appraisal and performance management, grievance and disciplinary management and workload allocation.
3. Manage and contribute to the development needs of the team, including conducting PDPR’s,ensuring mandatory training compliance and identifying development requirements in line with succession planning.
4. Developing training plans and query resolution resources against anticipated questions.
5. Act as the point of escalation for serious customer complaints, responding to and investigating the issue/s raised promptly and, in a customer focused manner.
6. Work with the Head of Workforce Information and e-Rostering Systems, our IT team and others to contribute to system development, improving use of our systems and enhancing functionality.
7. To work with the Head of People Operations andthe Associate Director of People (Operations) to ensure that system enhancements for the query and case management system are captured, defined and built into the release schedule.
8. To gain a working knowledge of all People & OD plus Payroll systems and processes, to be able to identify improvements and developments to enhance the customer experience, with a view to moving towards self-service.
9. To manage the People Self Service and Knowledge databases ensuring all Workforce Knowledge and Portal content is accurate and continuously updated.
10. Support the Head of People Operations with the development of a First Point of Contact Service strategy, in particular by developing long-term strategic options to improve the serviceprovided by the First Point of Contact Service across the whole of SWLSTG – using the data and identifying trends and patterns to lead to service improvement.
A full set of the responsibilities can be viewed in the job description and person specification.
This advert closes on Monday 10 Jun 2024
Following a recent structural change in the People Team, Southwest London & St George’s Mental Health (SWLSTG) NHS Trust is looking for various roles in the People Team including a First Point of Contact Service Team Leader in the HR operations team.
Reporting into the Head of Operations, the First Point of Contact Service Team Leader will lead the team responsible for the service that provides the one point of access to the People Service supporting colleagues and managers when they need assistance. The service is the first point of contact for resolution of all HR queries either at the 1stcontact or by escalating/handing over the customer to the correct team/individual within the People Service.
The HR Direct Service receives the highest number of contacts therefore its success reflects the reputation of the whole People Service. The postholder will ensure ongoing excellence across the team and will ensure that team has a strong service ethos, combined with a drive for continuous improvement.
We are looking for a proactive, organised and collaborative individual, who will be able to lead and set up a team, whilst delivering a high costumer centric service, driven by excellence and desire to strive for ongoing service improvements.
The post holder will be responsible for creating the new service from scratch, supported by the Head of HR Ops and Associate Director of HR Operations. Once the role is established the role will manage the HR Direct Service which provides initial responses and first contact resolution for HR, queries and service requests from SWLSTG employees and external providers.
The service will have an expectation for providing resolution to as many general queries as possible on 1stcontact, escalating to relevant teams where the query is more complex. You will be providing leadership, guidance and management of the HR Direct team, and will develop and deliver a Customer Services improvement Strategy for the service. In addition, you will be developing improved ways of working to continually meet customer needs and maximise use of the service.
This role is offered on a permanent basis and will be based at our Tolworth Hospital site. You will be working in accordance with the Trust Agile working policy.
As part of the interview and assessment process, applicants can expect a presentation with an Q&A, followed by an interview.
Flexible working:
We are proud to offer agile and flexible working opportunities as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday within the time frames from 9.00am to 5.00pm, giving you the very best of good work life balance.
We are Proud to Belong at South West London and St George’s Mental Health NHS Trust.
We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as ‘good’ - we aspire to be ‘outstanding’.
This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world. More developments are planned across our sites and services.
We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co-produce and involve our local communities in all that we do.
We offer flexible working, career development and a variety of benefits to enable a positive, welcoming environment in which our people and their careers can thrive.
About our locations:
Tolworth Hospital, Surbiton
To create the very best environment to care for our patients, this site’s layout will be transformed in 2026 to add a number of wards to the existing three. Tolworth has a canteen and is near shops, the A3, Tolworth station, and is a bus ride from Surbiton station, with fast connections to Clapham Junction and London Waterloo.
In addition to the main duties outline for the role, some of the key responsibilities include:
1. Ensure that the customer experience is at the core of the delivery of the First Point of Contact Service services by;
· ensuring that processes are designed around the customer
· ensuring expectations are met through resolution of queries within SLA
· delivering a service which provides excellent and timely communication with the customer throughout
2. Responsible for ensuring the full range of line management duties for the First Point of Contact team are completed; including recruitmentselection, induction, training on query resolution,appraisal and performance management, grievance and disciplinary management and workload allocation.
3. Manage and contribute to the development needs of the team, including conducting PDPR’s,ensuring mandatory training compliance and identifying development requirements in line with succession planning.
4. Developing training plans and query resolution resources against anticipated questions.
5. Act as the point of escalation for serious customer complaints, responding to and investigating the issue/s raised promptly and, in a customer focused manner.
6. Work with the Head of Workforce Information and e-Rostering Systems, our IT team and others to contribute to system development, improving use of our systems and enhancing functionality.
7. To work with the Head of People Operations andthe Associate Director of People (Operations) to ensure that system enhancements for the query and case management system are captured, defined and built into the release schedule.
8. To gain a working knowledge of all People & OD plus Payroll systems and processes, to be able to identify improvements and developments to enhance the customer experience, with a view to moving towards self-service.
9. To manage the People Self Service and Knowledge databases ensuring all Workforce Knowledge and Portal content is accurate and continuously updated.
10. Support the Head of People Operations with the development of a First Point of Contact Service strategy, in particular by developing long-term strategic options to improve the serviceprovided by the First Point of Contact Service across the whole of SWLSTG – using the data and identifying trends and patterns to lead to service improvement.
A full set of the responsibilities can be viewed in the job description and person specification.
This advert closes on Monday 10 Jun 2024