Are you an experienced operational leader who can bring healthy lifestyle services together across teams, contracts and communities?
Do you thrive on leading high-performing service teams, driving KPI delivery and ensuring people receive consistent, high-quality support?
Are you motivated by using insight, governance and strong stakeholder relationships to improve outcomes across smoking cessation, wellbeing and behaviour change services?
The Role
We are seeking an experienced and passionate Healthy Lifestyle Service Operational Lead whowilllead and manage ICE Healthy Lifestyle Service operations and Sponsor our HLS Services in the northwest region, ensuring the contracts are delivered in line with commissioner requirements, service KPIs, budgets and quality standards (working with finance and QA) providing robust operational leadership, performance management and strategic direction with support from the board.
The postholder is accountable for contract performance, team performance and KPI delivery, providing governance updates to the HLS Board.
The postholder will act as the Caldicott Guardian, protecting confidentiality and enabling appropriate information sharing in line with Caldicott principles and ICE’s Information Governance framework, embedding IG responsibilities into people management and working with the QA Lead to implement corrective actions where issues are identified with team or contract performance.
This role needs you to have the ability to travel independently across the Northwest region and so you will need to be able to drive and own a car as the role involves work in various locations where required. You will also be required to travel to the ICE offices from time to time for training and team meetings.
The role will be expected to be flexible in its working hours to support evening and weekend events/activities, with advanced planning and notice.
An enhanced DBS may be required for the role which the company will pay for.
Salary Range: £45,000 - £48,000 per annum.
Who We Are
ICE is one of the fastest growing behaviour change organisations in the UK. We bring courage, energy, and ambition to equip & enable more organisations & people to move our world forward. To grow our significance as a leading behaviour change practice. By energising organisations & people to find the clarity, courage, & commitment needed to realise their full purpose & potential.
Our Mission
We are social activists driven to unlock your power, purpose and possibility; we are for people and planet.
We Make Better Happen.
We are a purpose-driven organisation; our ethos and beliefs are important to us. As a team we hold and practice three core character traits and set around those character traits are the behaviours that matter to us as a team for our work together.
Whole Heartedness
Bring passion and energy to our work, our colleagues and ourselves.
- Be ready to work hard and give 100%
- Be your true self – bring your energy, enthusiasm, and full commitment to everything you do. Be a powerful inspiration for others.
- Recognise celebrate and share successes and celebrate and share success.
- Show you care, support your teammates when they need it and listen to them without judgement.
- Treat people with respect.
Trust
Trust and intent to do the right thing.
- Do the right thing. Ask yourself, “did I do my best today?”
- Take ownership - do what you say you are going to do. If you notice something is not right or could be done better, take responsibility to find a resolution – don’t think “that’s not my job.”
- Have courage to be honest with yourself and others about what you can and can’t do. Reach out for support if you need it.
Being Curious and Creative
Bringing our ideas to add value to what we do.
- Explore ideas that are creative, unusual, not limited or controlled by rules or assumptions to bring new ideas and solutions.
- Share ideas, challenge, experiment and be open minded.
- Be curious, ask yourself, “what is it I don’t understand about this?”
- Try something new, make bold decisions - be brave – step outside your comfort zone and don’t be afraid to make mistakes – mistakes are opportunities to learn.
- Share learnings and welcome learnings from others.
“We live by what we believe not by what we see.”
Are you right for the job?
· Strong and influential leader.
· Relationship builder.
· Self-starter who uses initiative, follows actions through to completion and drives results.
· Calm under pressure, diplomatic and professional.
· Values clarity and targets; committed to learning and continuous improvement.
· You will be a people person and thrive on engaging people including clients and stakeholders/partners.
· You will be used to working towards outcome targets.
· You will live in the northwest area to be able to travel and work across our healthy lifestyle services and the office premises.
· You will own a car and be able to drive to client sites and other offices if required.
· Willingness to work occasional evenings/weekends with notice.
Key elements of the day-to-day role:
· Provide hands-on, operational leadership to the HLS Senior team, driving high-quality delivery, continuous learning, development and innovation.
· Lead and manage the contracts with teams, alongside support from the senior coaches, ensuring cohesion and a “one team” ethos across pathways and delivery settings, quality and outcomes.
· Line manages Senior Coaches, ensuring consistent supervision, performance management and delivery standards across the coaching workforce.
· Performance manages the service(s) in line with required quality standards and expectations, utilising a data driven approach to ensure service outcomes are achieved and addressing team/individual performance issues as appropriate.
· Plan and oversee training and capacity building; implement and support development planning and performance processes (including onboarding/probation).
· Undertake resource and capacity planning, monitoring caseloads and availability to ensure smooth delivery and optimum client experience.
HLS Service Sponsor – Specific Sponsorship Responsibilities
· Ensure effective running of the triage and referral system so the service meets contractual requirements.
· Oversee the Service so all key performance indicators are met (and exceeded where possible to ensure PBR payments are released), with real-time performance reporting and close budget management with the finance director.
· Agree and monitor the logistics of delivery to ensure appropriate coverage across tiers and the right blend of digital and in-person behavioral support.
· Manage pharmacotherapy spend.
· Report outcomes (including 4-week and 12-week quits) and use these within supervision, appraisals and performance processes.
· Work with the commissioner to continuously improve service delivery.
Contract Performance, Team Performance & KPIs (Accountability)
· Own contract performance across HLS contract delivery, ensuring alignment with commissioner requirements, service specifications, budgets and agreed KPI frameworks, working with the board in each specific area.
· Own and drive team performance and KPI delivery, using routine performance review, clear expectations and timely intervention where delivery is off track.
· Produce and deliver monthly/quarterly/annual performance reporting and ad hoc commissioner reporting as required, ensuring accurate information collection and dissemination.
Provide performance assurance updates to the HLS Board, including risks/issues, mitigations and recovery actions as required.
Client / Stakeholders / External Relationships
· Represent the organisation at required meetings, maintaining strong commissioner and stakeholder relationships and ensuring delivery remains aligned to requirements.
· Formulate service strategy with senior colleagues as required; use market and service insight to anticipate needs and implement proactive solutions under contract KPIs.
· Manage supplier relationships and procurement relevant to service delivery, controlling cost and quality.
· Work with the engagement lead to effectively promote the service and engage with local stakeholders in the service patch.
Governance, Compliance & Ways of Working
· Ensure staff operate in line with confidentiality, information governance and data protection requirements; embed expectations into induction, supervision and day-to-day management.
· Ensure required IG/data protection training is completed and maintained across the service team; address poor practice through coaching/training/process changes. Act at all times within the Company’s rules, policies, procedures and financial regulations
· Observe and comply with employees’ obligations under Health and Safety policy and law
· Support a progressive approach to Equal Opportunities ensuring that the Company’s commitment to equality of opportunity in service provision and employment practices are present in any work
· Comply with all clinical and information governance policies and procedures at all times
· Maintain the highest standards of professional integrity and conduct and ensure compliance with ICE policies and procedures, equality of opportunity, and Health & Safety obligations.
Leadership and Managerial Accountabilities
· Contribute to organisational leadership and the development of each service offer; champion change and implement new ideas effectively.
· Contribute and support to the mobilisation of new ICE services.
· Contribute as required to the development and success of ICE as a whole, including participation in Senior Management Team activity where applicable.
· Provide expert operational and professional opinion to guide service delivery, business development and the development of the specified service area.
· Provide commercial leadership and take sound commercial decisions relating to the development and success of the specified business area, including relevant financial management for service activities (e.g., external training or CRM performance), within agreed governance.
· Lead a specified number of key contracts (as agreed), ensuring robust oversight of operations plans, policies/procedures, and any transition/mobilisation activity so these remain consistent with overall company goals and objectives.
· Provide support and professional development opportunities for the team to enhance performance in contract delivery and business development activities.
· Oversee complaints, comments and compliments processes (where in role scope), ensuring learning is captured and actions improve service quality.
· Oversee complaints, comments and compliments processes (where in role scope), ensuring learning is captured and actions improve service quality.
· Carry out such duties as may reasonably be requested of the role holder from time to time.
Essential existing skills/experience:
- You will live in the Northwest region
- Experience of managing a highly performing service-based team; operational management of service delivery; performance management against KPIs; CRM/data reporting; stakeholder engagement; ability to travel/drive as required.
- Educated to degree level or equivalent; Leadership training; Reporting; Business Management.
- Been in a service lead level or above role for at least 2 years
- · Strong partnership/stakeholder management experience and confidence representing a service externally at meetings/forums.
- · Experience in Public health; lifestyle services; behaviour change; programme management; contract financials; digital technologies; capacity planning; confidentiality and information governance responsibilities consistent with Caldicott principles
- · Excellent communication and presentation skills; able to influence, negotiate and build rapport with diverse audiences.
- · Strong organisational skills and ability to prioritise competing workloads; proactive and solutions focused.
- · Confident using Microsoft 365 and data/CRM systems; able to analyse and report performance and engagement activity.
- · Commitment to equality, diversity and inclusion, and an understanding of barriers to access faced by different communities.
- Ability to travel across our services and deliver in multiple venues/formats.
- IT literate and able to confidently use online methods of communication. You will also need to have a good eye for detail, and you will be accurate with data input and reporting.
Desirable skills/experience:
- Degree in health/public health (or equivalent workplace experience).
· Experience in delivering behaviour change interventions across multiple lifestyle areas (e.g., smoking cessation, physical activity, NHS Health Checks, weight management, alcohol reduction).
· Advanced use of Microsoft Office/Excel/reporting dashboards (where used by the service).
Full training for all roles will be provided along with a programme of continued professional development.
Have we described you?
We can promise you an opportunity to grow, add value and progress your career in an exciting environment by bringing your strengths to our team and having fun along the way.
Don’t miss out; if you have been excited by this opportunity, then act now.
All posts will be subject to enhanced DBS clearance.
Only that shortlisted will be contacted.
Strictly No agencies!
Job Types: Full-time, Permanent
Pay: £45,000.00-£48,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Enhanced maternity leave
- Free flu jabs
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Sick pay
- Work from home
Licence/Certification:
- Driving Licence (required)
Location:
- Birkenhead CH41 5LH (preferred)
Work Location: Hybrid remote in Birkenhead CH41 5LH
