Job summary We are currently recruiting for a number of Team Managers, to join the NHSBSA, Prescription Services. The role is on a hybrid working basis, as there is a requirement to attend the office, along with occasional travel, to cover the needs of the business. These positions are being offered as; 1 x permanent position /1 x 24 month fixed term contract /1 x 6 month secondment. As a Team Manager you will have the skills to provide leadership and motivation to inspire individual commitment, personal contribution, and self-management. You will have excellent written and verbal communication skills, including presentation skills. You will be responsible for managing our business as usual activities, achieving business objectives and pro-actively identifying and implementing more efficient and effective methods of working. You will identify and implement improvement opportunities, and drive efficiencies, aiming to improve customer service, service delivery and costs. The ability to see the wider implications of decision making and understand consequences is important. You must have experience in managing a team, this includes performance management, ideally in a target driven environment. What do we offer ? Hybrid working 27 days leave (increasing with length of service) plus bank holidays Flexible working Career development Active wellbeing and inclusion networks Excellent NHS pension NHS Car lease scheme Access to a wide range of benefits and high street discounts Main duties of the job Day to day management of your team includes : Managing performance - manage the performance of staff members and provide regular constructive feedback about performance and behaviour. Identify staff training and development needs Managing attendance Engaging with your team in the form of one to one's, appraisals and team meetings Collaborative working with colleagues, at various levels, locally and nationally To apply for this role please submit a statement of suitability in the supporting information section, stating how you meet the person specification criteria - Please note: We kindly ask that you limit your answer in the 'Supporting Information' section of your application to 750 words. IMPORTANT: We will close the advert as soon as sufficient applicants have been received, so please submit your application early. About us Here at the NHS Business Services Authority (NHSBSA), what we do matters. We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives. Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow. As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress. We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work. We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more. Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you. We are people connected to care. Date posted 24 January 2025 Pay scheme Agenda for change Band Band 5 Salary £29,970 to £36,483 a year Contract Permanent Working pattern Full-time Reference number 914-BSA4950 Job locations Bridge House / Parklands / Wakefield House Newcastle / Bolton / Wakefield NE1 6SN Job description Job responsibilities In this role, you are accountable for 1. Ensuring that team objectives are developed and owned that, in turn fully support the overall Business Unit objectives. Reporting on progress of such objectives to be formally reported on at regular intervals. 2. Promoting continuous improvement in the team; effectively manage change; keeping staff informed and motivated throughout any type of changes; supporting staff as necessary to improve the performance of the team. 3. Enhancing customer service and reduce cost by identifying and facilitating potential improvements to service delivery. 4. Providing leadership and motivation for staff to inspire self-management and individual commitment to personal contribution. 5. Contributing towards the preparation of accurate and valid production plans for the Business Unit. 6. Accurately collecting and collating data information in a timely manner, effectively using set systems procedures. 7. Making flexible use of resources to meet completion and performance targets. Assessing performance data, investigating, and analysing available systems to make informed decisions about workload planning, trend analysis and workflow issues. 8. Monitoring and managing workflow proactively, within each allotted process and work stream, assessing resource requirements and ensuring the timely allocation of such resource necessary to ensure delivery of Team and Business Unit Production Plans. 9. Being accountable for the performance and development of the Team and Team Members. Agreeing realistic targets, monitoring and evaluating achievement of same, providing staff with timely constructive feedback. 10. Carrying out regular one to one reviews with team members in line with performance management framework. 11. Identifying, agreeing and securing appropriate interventions, e.g. training, coaching and/or mentoring, necessary to improve the competence and ability of individuals to meet performance standards. 12. Communicating effectively with internal/external customers, resolving queries and answering escalated enquiries to provide an excellent level of customer service. Where necessary, conducting research/obtaining information to resolve queries. 13. Making effective and timely use of all relevant HR policies to support performance management and implement policies in accordance with the values and behaviours promoted by the organisation. 14. Participating in the recruitment process and deliver the induction to new staff, as required. 15. Participating in the disciplinary process in accordance with HR policy, as required 16. Contributing to the management of the Quality Management System by ensuring compliance to procedures. Identifying and recommending improvement opportunities via Management Review. Defining quality assurance regimes to ensure effective delivery of service through use of available systems. 17. With the support of the line manager, implement any process improvement initiatives. As part of the implementation process quantify and report on the success (or otherwise) of these to the Business Unit Management Team 18. Ensuring effective communication is maintained internally with other teams and departments. Also, that staff briefings and communications are timely and effective to inform staff, improving contribution and ensuring technical changes to procedures and systems are implemented. 19. Being an authorised signatory for teams overtime sheets and travel expenses. 20. Being observant to health and safety requirements and ensuring staff comply with published guidelines. 21. Being responsible for the security of documents, information and equipment under their control and undertaking all duties with due regards to the terms of the Data Protection Act. 22. Undertaking such other duties as may be required commensurate with pay band and experience. Job description Job responsibilities In this role, you are accountable for 1. Ensuring that team objectives are developed and owned that, in turn fully support the overall Business Unit objectives. Reporting on progress of such objectives to be formally reported on at regular intervals. 2. Promoting continuous improvement in the team; effectively manage change; keeping staff informed and motivated throughout any type of changes; supporting staff as necessary to improve the performance of the team. 3. Enhancing customer service and reduce cost by identifying and facilitating potential improvements to service delivery. 4. Providing leadership and motivation for staff to inspire self-management and individual commitment to personal contribution. 5. Contributing towards the preparation of accurate and valid production plans for the Business Unit. 6. Accurately collecting and collating data information in a timely manner, effectively using set systems procedures. 7. Making flexible use of resources to meet completion and performance targets. Assessing performance data, investigating, and analysing available systems to make informed decisions about workload planning, trend analysis and workflow issues. 8. Monitoring and managing workflow proactively, within each allotted process and work stream, assessing resource requirements and ensuring the timely allocation of such resource necessary to ensure delivery of Team and Business Unit Production Plans. 9. Being accountable for the performance and development of the Team and Team Members. Agreeing realistic targets, monitoring and evaluating achievement of same, providing staff with timely constructive feedback. 10. Carrying out regular one to one reviews with team members in line with performance management framework. 11. Identifying, agreeing and securing appropriate interventions, e.g. training, coaching and/or mentoring, necessary to improve the competence and ability of individuals to meet performance standards. 12. Communicating effectively with internal/external customers, resolving queries and answering escalated enquiries to provide an excellent level of customer service. Where necessary, conducting research/obtaining information to resolve queries. 13. Making effective and timely use of all relevant HR policies to support performance management and implement policies in accordance with the values and behaviours promoted by the organisation. 14. Participating in the recruitment process and deliver the induction to new staff, as required. 15. Participating in the disciplinary process in accordance with HR policy, as required 16. Contributing to the management of the Quality Management System by ensuring compliance to procedures. Identifying and recommending improvement opportunities via Management Review. Defining quality assurance regimes to ensure effective delivery of service through use of available systems. 17. With the support of the line manager, implement any process improvement initiatives. As part of the implementation process quantify and report on the success (or otherwise) of these to the Business Unit Management Team 18. Ensuring effective communication is maintained internally with other teams and departments. Also, that staff briefings and communications are timely and effective to inform staff, improving contribution and ensuring technical changes to procedures and systems are implemented. 19. Being an authorised signatory for teams overtime sheets and travel expenses. 20. Being observant to health and safety requirements and ensuring staff comply with published guidelines. 21. Being responsible for the security of documents, information and equipment under their control and undertaking all duties with due regards to the terms of the Data Protection Act. 22. Undertaking such other duties as may be required commensurate with pay band and experience. Person Specification Qualifications Essential Supervisory or Management qualification NVQ level 3 or above, or equivalent qualification or significant work-based experience. Desirable NVQ level 4 in Supervisory / Management (or equivalent) or working towards this award. Personal Qualities, Knowledge and Skills Essential Proven leadership and motivation skills, encourages ownership and effective working relationships. Committed to continuous improvement, working in partnership with colleagues, able to develop their ideas. Excellent organisational, inter-personal and communication skills. Ability to handle telephone queries effectively and to deal with dissatisfied or difficult customers. Flexible and adaptable. Proven time and self-management skills. Assertive, objective with an analytical approach. Positive attitude and self-motivated. Commitment to customer service. Approachable. Resilient. Evidence of ability to work using own initiative. Discrete and sympathetic with a calm and confident manner. Committed to contributing effectively to team working. Computer literate, able to adapt to and analyse data from different systems. Desirable Presentation skills Report Writing Able to identify implications of changes. Wider perspective Ability to quickly assimilate technical instructions. Knowledge of improvement techniques and methods. Knowledge of Quality Management Systems Experience Essential Experience of working in manager or supervisory role. Experience of managing performance, taking corrective/preventative action and proven delivery of performance improvements Experience of consulting with colleagues, conducting briefings and performance reviews Experience of resource management, managing workflow and multiple tasks Desirable Identify training and development needs. Experience of interviewing and recruitment Liaison with external organisations Knowledge of PPD HR policies Experience of Project Work Experience of delivering training Working in a customer service focussed environment. Experience of providing excellent written and verbal customer service Person Specification Qualifications Essential Supervisory or Management qualification NVQ level 3 or above, or equivalent qualification or significant work-based experience. Desirable NVQ level 4 in Supervisory / Management (or equivalent) or working towards this award. Personal Qualities, Knowledge and Skills Essential Proven leadership and motivation skills, encourages ownership and effective working relationships. Committed to continuous improvement, working in partnership with colleagues, able to develop their ideas. Excellent organisational, inter-personal and communication skills. Ability to handle telephone queries effectively and to deal with dissatisfied or difficult customers. Flexible and adaptable. Proven time and self-management skills. Assertive, objective with an analytical approach. Positive attitude and self-motivated. Commitment to customer service. Approachable. Resilient. Evidence of ability to work using own initiative. Discrete and sympathetic with a calm and confident manner. Committed to contributing effectively to team working. Computer literate, able to adapt to and analyse data from different systems. Desirable Presentation skills Report Writing Able to identify implications of changes. Wider perspective Ability to quickly assimilate technical instructions. Knowledge of improvement techniques and methods. Knowledge of Quality Management Systems Experience Essential Experience of working in manager or supervisory role. Experience of managing performance, taking corrective/preventative action and proven delivery of performance improvements Experience of consulting with colleagues, conducting briefings and performance reviews Experience of resource management, managing workflow and multiple tasks Desirable Identify training and development needs. Experience of interviewing and recruitment Liaison with external organisations Knowledge of PPD HR policies Experience of Project Work Experience of delivering training Working in a customer service focussed environment. Experience of providing excellent written and verbal customer service Employer details Employer name NHS Business Services Authority Address Bridge House / Parklands / Wakefield House Newcastle / Bolton / Wakefield NE1 6SN Employer's website https://careers.nhsbsa.nhs.uk/ (Opens in a new tab)