Job title:

Job Description:

*Please note this is a home/field based role so candidates must have a full UK driving licence and access to their own vehicle*

Accountabilities:

• Focus on business objectives and have a full understanding of the importance of achieving internal and external service levels in order to eliminate financial penalties, improve customer satisfaction and reduce customer complaints / escalations.

• Supported by Capita policies and local initiatives, be responsible for human-resource-related management and decision-making including the development of direct reports through personal accountability and effective performance management by use of, but not limited to, objective setting, 1-2-1 meetings and appraisals, recruitment and selection, coaching, absence and disciplinary management.

• Be proactively responsible for staff motivation and develop and maintain a team ethos as well as minimising staff absence and attrition.

• Ensure all defined processes and reporting requirements are followed personally and by their team members.

• Through effective use of management information understand the importance of quality issues, KPIs and trends and the impact it has on the PIP contract and to identify and deliver remedial action and endeavour to identify improvement opportunities.

• Work alongside the Quality Learning Support team (QLS), Regional Clinical Team and Clinical Governance Team monitor quality and coach Disability Assessors through retrospective work reviews, and live side by side reviews where appropriate. Coaching targets to be met and Disability Assessors to be set personal improvement plans to address any development / improvement opportunities.

• Actively participate in the escalation process, without being prompted, by identifying operational risks and issues which may impact on the grade of service being delivered.

• Be available as a decision-maker in the escalation process.

• Support the Regional Manager in managing the impact of all internal and customer-driven change and initiatives, ensuring that system and process change is understood and that the impact on resource levels is planned.

• Maintain strong communication links with, and provide assistance to internal & external stakeholders.

• As directed by the Regional Manager or any other member of SMT, complete any other duties that may be deemed necessary by the business to ensure successful delivery of the PIP assessment service.
   

What we are looking for:

• Team leadership and coaching experience.

• Performance management experience.

• Demonstrable planning, leadership, motivational and organisational skills.

• Ability to work in a high pressure environment, managing detailed operational deliverables, meeting targets and business plans.

• Proven track record of building and developing teams.

• Ability to develop and deliver presentations to direct reports and stakeholders.

• Strong analytical skills – familiar with MS Office, particularly Excel/Word and PowerPoint.

About Capita PIP

At Capita, we’re carrying out Personal Independent Payment (PIP) assessments on behalf of the Department for Work and Pensions (DWP) across the Midlands and in Wales, and on behalf of the Department for Communities (DfC) in Northern Ireland. PIP helps people with a wide variety of disabilities cover the extra costs that they may face when trying to lead full, active and independent lives. Join us and discover how you can use your compassion and healthcare skills to take your career in a different direction.

What’s in it for you?

• A competitive basic salary
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
   

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.