Job title: Team Manager Location: Croydon (near East Croydon Station) Salary: £26,000 per annum Working hours: Mon to Fri 9am to 5:30pm Our client is a leading service provider in the rehabilitation and case management arena. Providing services to the insurance, corporate and legal sectors; they assist injured and ill individuals to recover and return to work or their pre-injury condition. A fantastic development opportunity exists for a Team Manager who will be reporting to the Health Services Operations Manager; leading a team of case managers and rehabilitation consultants within Health Services. You will be an organised and self-managed individual who has: - Strong case management skills - An understanding of the British personal medical insurance industry - Strong analytical skills - able to objectively review performance and ensure highest quality standards are maintained - Experience and knowledge of auditing procedures and able to make appropriate recommendations and also agree plan and timeframes for implementation - The ability to train and coach - A strong drive to continuously improve the service and company Key Accountabilities: Service Delivery: - Ensure services are delivered to meet agreed standards - Ensure project initiatives are delivered on time - Obtain, interpret and communicate performance against standards - Work collaboratively with other Team Managers, Ops Manager, Head of Service and Medical Director to innovate and develop plans to improve performance, including capacity planning, monitoring availability of TCAs and resourcing to meet service delivery standards and target NPS. - Work within the current complaints handling procedure (in line with FCA timelines), support the prompt resolution of issues to customer's satisfaction, understand complaints trends and agree plan for corrective measures. Team Management: - Develop and support a culture of high performance, professionalism and fun within a pod of RCMs, Specialists, Rehab Consultants and Clinical Assistants - Facilitate good working relationships between direct reports (RCMs, Specialist) and others aligned to pod (HRCs, CAs) - Conduct regular ad-hoc and formal reviews of performance and values with team members, alongside the bi-yearly appraisal process and probation review process - Support and facilitate professional development of all direct reports, promoting local leadership, responsibility and accountability Quality (clinical and service excellence): - Ensure that arrangements are in place for clinical supervision and advice on all cases - Develop team to empower excellent clinical decision making and reasoning to facilitate the best possible outcome for rehab clients and customers within policy terms and conditions - Ensure that quality checks and audits are continually carried out, and necessary initiatives agreed with Clinical Governance Steering Group. - Prepare monthly MI showing performance of team against goals. - Work alongside HR and the Head of Health Services to ensure Departmental and Corporate responsibilities: - Member of health operations management team and daily ops management meeting. - Support the recruitment, induction and training of new starters in the health team - Work with other team managers across projects and tasks affecting departmental wide operations as directed by Head of Health Services - Contribute to budget setting for the Health team, and manage the pod within assigned budget, complying with corporate governance and authority matrix - Comply with (and ensure that all members of the team comply with) policies and procedures in relation to Health & Safety, Equal Opportunities and Diversity, Information and Data Security, and other company policies Systems: - Use of the CMS (case management system) for case work - Production and analysis of Management Information (for customer and internal use) using Excel and Qlikview Essential: - Relevant education - ideally a relevant clinical degree - Relevant management experience - ideally more than 2 years (through a background in rehabilitation, health, insurance) - Demonstrable people management experience and operational grip Benefits: Generous pension scheme, health cash plan and 25 days holiday, funding for professional memberships, discretionary performance bonuses, a culture focused on clinical excellence and CPD opportunities focused on both clinical and case management knowledge and skills. All successful candidates will be subject to DBS checks. You may have experience of the following: Team Manager, Call Centre Manager, Contact Centre Manager, Clinical Team Manager, Case Management, Administration Manager, Clinical Management, Operations Manager, Customer Service Manager, Team Leader, Supervisor etc. This vacancy is being advertised by EasyWeb Recruitment, the UK's leading Online Recruitment Agency. The services advertised by EasyWeb Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications.