Location: Wrexham
37.5 hours Monday – Friday
Travel expectations can vary however anticipated to be approximately one/two days per week on other sites or with partners and customers.
Service Details:
NEC works in partnership with the Welsh Government to administer various welfare funds to some of the most vulnerable people living in Wales.
Our core function is to verify and resolve grant applications against set criteria in a specific time limit whilst providing the end user with appropriate supportive advice and guidance.
We help customers over the phone, online and by email.
Job Details:
· Reporting to the Head of Entitlement Services, you will be responsible for the administration of large-scale services, overseeing the operational delivery against forecast budget whilst providing excellence in customer service.
- Working as part of the Entitlement Services Operational Management team you will integrate into this, working effectively with your peers sharing best practice, offering and receiving support and taking time to understand and the other divisions to achieve business excellence in the overall company strategy.
- Responsible for all aspects of contract delivery including service level agreement achievement, performance, quality, and people.
- Protecting the organization's against both internal and external fraud, you will have governance in place to prevent any misuse.
- Management of a strategy and roadmap to evolve the service and secure other wider business development opportunities.
- Explore the sector, networking with partners and relevant organizations to enhance our service offering.
- Manage the relationships of our partners and sub-contractors effectively, ensuring value for money and great relationships.
- Responsible for the management of performance targets through empowering and managing your direct reports.
- Responsible for producing accurate reports and statistical information relating to contractual activity and service performance.
- Responsible for presenting high quality information to external customers and internal colleagues.
- To liaise with clients and other stakeholders to resolve issues and maintain positive relationships.
- Working with the Senior Services Improvement Manager, you will identify and deliver improvements and initiatives to improve the overall profitability of Entitlement Services.
- To motivate, coach and appraise staff under your direction to achieve and maintain a valued workforce.
- Ensure the staff communication strategy is being delivered well by your direct reports.
- Deliver monthly team talks to the entire Wrexham team to re-enforce NECs values and share success and challenges building a community amongst the workforces.
- To liaise and attend meetings or events necessary to raise the profile of the organization. This will involve travel and working away from home.
- To represent Entitlement Services externally at appropriate meetings, acting as Ambassador to enhance our reputation and image.
- To prepare high quality monthly business review reports
- To contribute to the commercial success of the organization, working with the management team and business development colleagues to shape propositions, establish new service offerings and organizing client visits to Wrexham to highlight our people and services.
- To work within NEC’s HR policies assisting with any staffing issues which may arise.
Customer Excellence
- Ensure regular face to face engagement with your team to achieve continuous success of the service.
- Provide clear leadership and direction to the Service Manger to optimise contract delivery and improve staff utilisation to achieve business objectives, contract agreements and improve revenue growth.
- Take time to review the end user feedback provided monthly by the Partnership Manager; put appropriate processes into action and share successes with the client and the team.
Learning and People
- Attending training and other events relevant to develop new skills or to refresh or update existing knowledge and skills.
- Create development plans for all staff and ensure these are reviewed quarterly.
- Meet with internal Learning and Development colleagues to identify appropriate courses for the team, encouraging further development.
- You will complete a session designed to establish your ‘Insights Profile’ this will allow you to understand your behavioral preferences and where you fit into the overall team. The training will encourage you to understand other people's profiles giving you the ability to interact in the most effective way.