Introduction
This is a full-time office-based role, in the centre of Hook in Hampshire, reporting to the Operations Director (Clinical Services). It requires an organised and engaging person with excellent people and project management skills.
The Placement Manager will be responsible for the day-to-day management of a portfolio of contracts and projects for a fast-growing area of the business. This role will be well suited to an entrepreneurial person with a desire to bring not just ‘business as usual’ skills, but ideas to set up new process and find efficient ways of working. For the right candidate, with a core base of client management and project management skills, this is a fantastic opportunity to develop their career by not just doing the doing, but putting a stamp on how things are done.
The person will report into director level and work closely with the Executive Team to develop and refine the operational delivery of our placement contracts, alongside their primary responsibility for day-to-day delivery and client management.
Our Placement Manager will be customer relationship orientated, able to nurture relationships and go the extra mile to foster an environment that genuinely values our clients and our Occupational Therapists on the ground delivering the services.
The personal skills and temperament of the successful candidate will be of great importance. We pride ourselves on being a caring and friendly, but professional company. We believe the growth and success of our business to date is directly attributable to ensuring these values are at the core of everything we do. It is therefore essential that our Placement Manager, one of our primary points of contact with our clients, is able to constantly and consistently uphold these values, and believe in them in the same way we do.
Our Company ethos
· We make clients & potential clients feel understood and provide sound professional advice
· We are friendly & caring, but always remain professional
· We are socially responsible – if there is a better option for a prospective client then we say so
· We are client-focused and want to ensure our clients feel they are in safe hands
· We are driven and go the extra mile if that is what is needed to keep a client happy
Details of the role
The successful candidate will ultimately be responsible for leading on delivery, monitoring, and completion of our placement projects, in particular the following areas:
Pre-contract and project mobilisation
· Partnering with the business development team at the appropriate stage pre-contract to understand the client’s requirement and work closely with the Client Relationship Manager (CRM) to establish the parameters of the contract and feed into setting the scope of work.
· Understand in detail what will be required in terms of project delivery and work with the CRM to agree KPIs to track project performance and support monitoring meetings.
· Work with the resourcing team to identify and on-board suitable therapists for the contracts.
Project Delivery
· Primary point of contact for the customer - delivering contracts to the agreed scope, on time, to a high standard.
· Keeping clients updated with progress and identifying any issues and plans for mitigation.
· Building relationships with project stakeholders including both the customer and the therapists delivering the services.
· Make on-site visits for major or long-term contracts when needed to foster good relationships with all project stakeholders.
· Proactive project and schedule management, KPI monitoring to ensure projects run smoothly
· Monitoring and follow up on therapist progress.
· Identifying, analysing and managing project risks
· Reacting fast and efficiently to issues that arise and pro-active spotting potential issues before they arise.
· Problem solving and administration for clients.
· Client invoicing and budget/spend tracking.
· Attending client review meetings during contract delivery, as well as regular informal check-ins.
· Supporting with elements of contract completion and wrap-up.
· Provide information and reports for senior management as and when required.
· Where appropriate, tasks may be delegated to an Administrator, however the Account Executive retains overall responsibility. This requires maintaining oversight and monitoring across all delegated tasks, ensuring all KPIs and quality standards are met.
General operations
· Manage scheduling of therapist’s time across all projects.
· General therapist management:
· Regular check-ins with OTs and on-site visits to foster good relations.
· Scheduling of days. Sickness/absence management.
· Performance management (first instance)
Risk assessment and oversight for H&S and lone working for OTs.
· Workflow system management. Keep Placements CRM and workflow system up to date and as a ‘single point of truth’ ensuring all comms and updates are added to the system.
· Manage/chase/check/process all OT invoices across all projects.
· Work with Financial Controller to manage credit control.
· Define, refine and evolve processes. Always look for ways to evolve/improve processes and quality of service delivery. Present ideas for approval and assistance with implementation.
· Reporting back internally to stakeholders for the placements business. (Regular placement business stakeholder meetings).
Skills and qualifications
Key expectations for this role:
· To learn in detail about OT and various types of placements we usually offer
· To understand operationally how each type of placement works and the key questions to ask when setting up / mobilising new contracts.
· To become an expert on placements and work closely with the business development team to offer guidance during pre-contract processes.
The following skills and qualifications will be required/desirable:
· Previous account/project management experience or similar client facing role is essential.
· Ability to successfully manage multiple projects and liaise with a number of key stakeholders.
· Evidence of excellent organisational skills.
· High level of competency with technology.
· Excellent presentation skills and appreciation for good design.
· A good knowledge and experience in contractual and project documentation such as Schedules, Briefing Notes, Statements of Work, process workflows.
· Experience within or knowledge of the healthcare industry is desirable but not essential.
· Experience with public sector clients
· Managerial or leadership experience is desirable.
· Willing to undertake a DBS check.
· Attention to detail and quality – above all else.
Personal skills & attributes
Fundamental to this role is the character and temperament of the individual. They will be expected to take responsibility for clients, which will take a high level of organisation, efficiency and sense of ownership. Important personal skills and attributes include:
· Exceptional organisational skills and ability to manage several projects concurrently.
· Being customer and relationship orientated.
· Ability to understand clients’ needs, building trust and establishing a strong rapport.
· Ability to work with a high degree of autonomy and initiative.
· An approach to work and the role which demonstrates ownership and responsibility.
· Ability to problem solve in a logical and considered manner.
· Results driven with commercial financial awareness.
· Sound reasoning for decisions made, including those needing to be made on-the-spot.
· A strong communicator, caring, friendly and always willing to listen.
· Excellent interpersonal, relationship-building, influencing and negotiating skills.
· Ability to act on own initiative, self-motivated and tenacious.
· Able to understand clients’ needs, build trust and establishing a strong rapport.
· Ability to work with a diverse range of individuals and adapt approach and communication.
· Able to remain calm, composed and professional under potentially stressful or confrontational situations.
· Well presented.
· A strong sense of ethics and integrity.
· Personal pride in their work.
· Efficient working style and ability to juggle tasks without missing things.
· Excellent telephone manner – chatty and confident but always professional.
· A team player who takes pride in the achievement of a common goal.
Working with The OT Practice
We pride ourselves on being a caring, friendly and professional company. We believe the growth of our business to date is directly attributed to ensuring our values are at the core of everything we do. New joiners will receive an initial induction period and undergo a 6-month probation period.
Working hours: Hours Monday to Friday 9am to 5.30pm (5pm Fridays).
Location: RG27 9HY, Hook Hampshire (free on-site parking and close to Hook railway station).
Hybrid Working Scheme (if full time, eligible role, and upon successfully passing probation) 72 days per year to book as home-working days on a Tues, Weds or Thurs.
Holidays: 31 days per year (including Bank Holidays) with option to "purchase" up to 3 additional days each year.
Access to Health Cash Plan: Providing cover for routine prescription/other medical costs as well as access to a 24 hour medical healthline staffed by experienced, specially trained nurses
Pay: £35,000.00-£40,000.00 per year
Benefits:
Work Location: In person
