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Administracja biurowa » Specjalista ds. administracji

  • Województwo Cała Polska


Operations Manager Nr ref.: /JOBS.pl Salary: 39400.00-46300.00 British Pound . GBP (Annual)   Operations Manager Our client, a large government organisation are looking to on board an Operations Manager. The role is permanent and offers a good salary/benefits package. They require a skilled and confident manager who will lead the operational performance and ensure that the service provides an impartial, efficient, fair and transparent resolution process to both patients and dental professionals. You will develop their team and support the service's volunteer panellists to ensure they deliver excellent customer service in line with the values, policies and frameworks. Will work in partnership with other departments in the organisation to ensure that patient protection remains at the heart of the service's process, as per the regulatory requirements, and will engage with external stakeholders to build and maintain good working relationships which are essential to the service's success. You will drive the service forward by continuously working on improving and streamlining existing processes and introducing new processes as required by the corporate strategy. They will also deputise for the Head of Service. Main Responsibilities: Manage the service's complaint resolution process, ensuring the operation staff's compliance with the service's values, policies and framework. Provide the team with clear performance and development objectives, supervising, training, coaching and supporting individual team members to achieve them. Deal with selection and recruitment, induction and disciplinary action as appropriate. Create a positive and open working environment for the team and support team members with their personal development and career progression. Analyse and interpret complex case information to determine the suitability of cases for panel. Review and revise the panel packs by chairing the panel preparation meetings. Monitor the volunteer panellists' performance to ensure their compliance with the service's values and policies, address any performance issues and inform the requirements of the yearly training. Take responsibility for coordinating training and development events for volunteer panellists, and support the Head of design and delivery of these events. Act as an escalation point for customer service complaints. Analyse and respond to complex correspondence. Prepare reports on work performance and statistical data as required by the service's operations. Work on the continuous improvement and streamlining of existing business processes. Devise and implement new business processes as required by the business plans/corporate strategy such as the implementation of new Customer Relationship Management software. Work closely with Fitness to Practise, Illegal Practice and Corporate Legal Services to identify, agree, implement and monitor any required business process changes to ensure the compliance of the service's processes with the regulatory requirements. Meet regularly with external stakeholders such as dental defense organisations and other complaint resolution providers to share best practice, address operational matters and maintain good working relations. Represent the service at external events aimed at supporting outreach objectives as well quarterly networking events such as the Health Regulators' Customer Service Network meetings. Periodically review the service's complaint form as well as the relevant literature to ensure consistency and accuracy with the service's process. Maintain website pages ensuring their content is up-to-date, accurate and comprehensive. Assist the Head of Service in devising the content and selecting the design of the service's annual review. Manage the service's operational risk register, ensuring all risks are captured, mitigation plans are established and implemented within the required time frames. Act as department lead on record management by forming part of the Records Management Representatives Group which works on defining, implementing and monitoring the File Plan and retention schedule across the organisation, therefore ensuring the business compliance with standards, legislation and best practice. Ensure the service's compliance with the organisations policies and statutory obligations with regard to data protection, the environment, and health and safety. Deputise for the Head of Service during their absence. Essential Skills: Excellent leadership skills with the ability to promote and achieve a performance orientated culture and successfully motivate, manage and develop a team of staff. Excellent interpersonal skills with the ability to influence and to work effectively with a variety of internal and external stakeholders, providing excellent customer service and dealing effectively with pressured and/or sensitive situations. Strong presentation skills and the ability to plan, facilitate and moderate group discussions. Excellent written communication skills with the ability to write clear, concise and accurate plain English. Proven ability to use investigative, analytical and problem-solving skills to identify issues, propose solutions, make decisions based on sound judgement and provide new and more efficient ways of working. Proven ability to work and deliver on a wide range of projects with limited supervision, implement processes and procedures within the required time frames and prioritise a varied and complex workload. A demonstrable commitment to equality and diversity. Proven management experience in a customer facing role. Proven experience and knowledge of operation based processes and complaint handling best practice. Kontakt: Aplikuj teraz Ogłoszenie pochodzi z serwisu Jobs.pl .

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