About Purple
Purple has over 30 years of experience in supporting organisations across public and private sectors to become more accessible and disability inclusive. We provide a range of support for disabled people including support planning, payment and payroll services and independent advice.
We are seeking a skilled Head of Service to join our dynamic team on a 12 month fixed term contract covering maternity leave, to play a crucial role in leading, managing and developing Purple's Direct Payment Support Service to ensure the delivery of high-quality services that meet the needs and expectations of clients and stakeholders
Main Purpose:
This role involves strategic planning, day-to-day operational management of the DPSS function, and continuous improvement of service delivery processes.
The post holder will ensure coherence across all DPSS contracts, driving development and the expansion of the service with internal staff and external stakeholders including commissioners and disabled people.
Responsibilities of Job -
1. Strategic Leadership:
* Develop and implement service strategies aligned with the Purple’s goals and objectives.
* Drive the continued development, expansion and delivery of Purple’s DPSS, supporting work on tenders as required.
* Provide leadership and direction to the DPSS team, fostering a culture of excellence and continuous improvement.
2. Operational Management:
* Oversee the daily operations of the department to ensure efficiency and effectiveness, providing regular updates on performance, issues and successes to the Operations Director.
* To work with commissioners and contract managers ensuring Purple meets performance targets, and taking responsibility for ensuring any required development or corrective activity is implemented.
* Create and monitor key performance indicators (KPIs) and implement corrective actions as necessary to meet performance targets.
* Manage the department budget, ensuring cost-effective use of resources.
3. Team Management:
* Recruit, train, and develop a high-performing DPSS management team, driving progression opportunities and reducing/removing key dependency risks.
* Oversee and work with the DPSS Communications Manager to ensure the content of our ongoing offer is understood by all audiences.
* Conduct regular performance reviews and provide coaching and mentorship to team manager/leaders.
* Foster a collaborative and supportive team environment.
4. Customer Focus:
* Ensure the highest levels of customer satisfaction by maintaining strong relationships with clients/stakeholders, addressing their needs and concerns promptly and driving this culture across the department.
* Develop and implement customer service policies and standards, focusing on quality-related activity including the implementation and maintenance of any quality expectations and ensuring ongoing quality assurance.
* Handle escalated customer issues and complaints in a professional and timely manner.
5. Process Improvement:
* Identify opportunities for process improvements and implement best practices to enhance service delivery.
* Lead projects aimed at improving service efficiency and effectiveness.
* Stay informed about industry trends and advancements in service management.
6. Compliance and Risk Management:
* Ensure compliance with relevant laws, regulations, and organisational policies.
* Identify potential risks and escalate as appropriate, working with the Operations Director to develop strategies to mitigate them.
* Maintain accurate and up-to-date records and documentation.
This list is not exhaustive and from time to time you may be required to undertake additional duties.
Person Specification:
Essential
* Demonstrable track record of running multiple contracts, consistently meeting performance targets and transforming services through both innovation and efficiencies
* Experience of leading people in a small but highly dynamic organisational environment
* Experience of analysing complex data and financial information to reach sound judgements and consistent decision making with positive outcomes
* Self-motivated, ambitious and results orientated
* Influencing and negotiation skills inside and outside the organisation
* Resilient and willing to persevere in challenging change environments
* Able to manage workload to meet challenging deadlines whilst maintaining quality standards
* Confident communicator able to develop business rapport with key decision makers and end users
* Strong management skills, able to oversee stakeholders and team members
* A strong commitment to equality and diversity
Our values underpin everything we do and are the guiding beliefs and principles of Purple - We are:
* Authentic – lived experience is our most valuable raw material
* Accessible – from corporates to microenterprises, disability organisations to individual disabled people. We support all.
* The experts – humble but knowledgeable in finding solutions.
* Creative – global to local. We develop and deliver innovative approaches to the issues of today.
This role profile is not exhaustive; it will be subject to periodic review and may be amended to meet the changing needs of the business. The post holder will be expected to participate in this process and we would aim to reach agreement to the changes.·
To apply, please submit your CV and cover letter highlighting your relevant experience for this role. Please let us know if you require any adjustments for interview. We look forward to reviewing your application.
Purple is committed to safeguarding and promoting the welfare of vulnerable adults, children and young people, and expects all employees, contractors and volunteers to share this commitment. All post holders will be subject to appropriate pre-employment vetting procedures and, where eligible, a satisfactory Disclosure and Barring Service check.
Job Types: Permanent, Fixed term contract
Contract length: 12 months
Pay: £40,000.00-£45,000.00 per year
Benefits:
* Bereavement leave
* Company events
* Company pension
* Paid volunteer time
* Sick pay
* Work from home
Schedule:
* Monday to Friday
Application question(s):
* How many years experience do you have of analysing complex data and financial information?
* How many years experience do you have of running multiple contracts?
Experience:
* Management: 3 years (required)
* Customer Service: 3 years (required)
Work Location: Hybrid remote in Chelmsford
Expected start date: 01/02/2025
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