Team Leadership & Performance Management
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Lead, motivate, and develop clinical and non-clinical teams to ensure high engagement, retention, and delivery of contractual standards.
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Utilise the PFAS performance management framework to monitor team and individual performance, implementing actionable development plans.
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Working alongside Clinical Management Teams to develop a collaborative approach to supporting staff to succeed in role
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Along with the CSL Conduct regular feedback sessions, coaching, and professional development initiatives to meet or exceed performance targets.
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Address performance issues, absenteeism, and other challenges promptly to maintain productivity and service quality.
Operational Oversight & Daily Management
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Manage day-to-day operations, ensuring functional assessments are delivered in line with contractual service targets. Proactively addressing concerns and flagging these to operations manager with solution focused approach
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Review slot capacity daily, allocate resources effectively, and report progress against targets to internal teams.
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Collaborate with Clinical Performance Leads to monitor quality, address trends, and implement corrective actions in collaboration
Continuous Improvement & Training Support
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Identify and implement process improvements to enhance workflows for face-to-face, telephone, and video assessments.
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Work with the PFAS Training Team on clinical training and support plans, monitoring learning curves and cascading slot impacts.
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Assist in producing clinical training planners for new colleagues.
Capacity Planning & Reporting
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Oversee annual leave approvals and provide capacity vs. forecast reports to the Operations Manager.
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To review slots/capacity on a daily basis and report to internal teams on tracking against targets
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Manage daily operations and allocate resources across clinical and non-clinical colleagues to ensure the delivery of functional assessments in line with contractual service targets.
Stakeholder Collaboration & Customer Service
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Act as the primary point of contact for internal and external stakeholders, ensuring clear communication and alignment on processes.
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Build positive relationships with claimants and external partners to support a smooth assessment process.
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Ensure high-quality customer service by resolving complaints promptly and implementing corrective actions.
Compliance & Safety
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Ensure adherence to health and safety regulations, data protection, confidentiality, and corporate standards always.
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Promote professional behaviour, appearance, and adherence to organisational policies across all teams.
General/Additional Duties:
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To comply with the Corporate Confidentiality Policy at all times;
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Ensure all mandatory training is completed
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Be present on site to support a culture of collaboration and management presence
