Functional Specialist Team Manager in London

We are seeking dynamic Team Managers to lead teams of up to 20 Functional Specialists each delivering WCA Assessments. In these roles, you will be responsible for achieving contracted service levels, delivering key performance indicators, and ensuring HAAS meets its business objectives. You will manage and motivate your teams to maximize performance and operational effectiveness, while maintaining high standards of claimant care and quality. Additionally, you will efficiently administer policies, procedures, and documentation, set objectives and performance targets, conduct internal checks for process adherence, and plan workloads.

Working closely with the Service Delivery Manager, you will develop your teams’ skills to their full potential and provide timely updates on business and market changes. These roles are home-based and require occasional travel in the UK to visit one of our assessment centres, or attendance to training events and business meetings. Our assessment centres for WCA are based in Northern Ireland.

What you’ll be doing:

• Focus on business objectives and understand the importance of achieving internal and external service levels to eliminate financial penalties, improve customer satisfaction, and reduce complaints.
• With the support of Capita policies and local initiatives, you will be responsible for managing human resources and making key decisions. This includes developing your direct reports through personal accountability and effective performance management. You will achieve this by setting objectives, conducting 1-2-1 meetings and appraisals, overseeing recruitment and selection, providing coaching, and managing absences and disciplinary actions.
• Proactively motivate staff, develop a team ethos, and minimize staff absence and attrition.
• Ensure all defined processes and reporting requirements are followed by team members.
• Use management information to understand quality issues, KPIs, and trends, and identify and deliver remedial actions and improvement opportunities.
• Collaborate with the Quality Learning Support team (QLS), Regional Clinical Team, and Clinical Governance Team to monitor quality and coach Functional Specialists.
• Ensure coaching targets are achieved and establish personal improvement plans for Functional Specialists to address any development or improvement opportunities.
• Participate in the escalation process, identifying operational risks and issues, and act as a decision-maker.
• Support the Service Delivery Manager in managing internal and customer-driven changes and initiatives.
• Maintain strong communication links with internal and external stakeholders.
• Complete any other duties as directed by the Service Delivery Manager or senior management team to ensure successful delivery of the PIP assessment service.

What we’re looking for:

• Full UK driving license and access to own vehicle.
• Proven experience in managing large teams of 15 or more.
• Extensive experience in performance management.
• Team leadership and coaching 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 HAAS

The Health Assessment Advisory Service (HAAS) arranges and carries out assessments for the Department for Work and Pensions (DWP) and the Department for Communities (DfC). The purpose of the assessment is to understand how an illness or disability affects a person’s daily life. After the assessment, the DWP/DfC makes the decision as to whether the individual will receive benefits.

£41,000 p/a

• 25 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
• Auto-enrolment to our company 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 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.

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process.