Business Relationship Manager in Welwyn Garden City

We are Central East ICB, the new organisationentrusted with serving more than 3.5 million people across Bedfordshire, Luton, Milton Keynes, Cambridgeshire and Peterborough and Hertfordshire.

We are responsible for making sure that the NHS can continue to support our community – now, and in the future.

Everything we do will be guided by our core purpose: to do what best serves the population of this area.

We promise to focus on what makes the biggest difference to people’s lives – acting earlier to help prevent illness and detect disease and making it easier for our community to get the health care they need, closer to home, whenever that’s possible.

If you need support with the application process, please contact our People Team at cpicb. cetransitionhr@nhs. net.

Read about our priorities in our strategy document, Our Way .

• Job overview
• The Business Relationship Manager is responsible for creating a true partnership between the ICT Service and each of its customers, jointly developing the necessary commitment and understanding required within both customer and supplier to ensure IM & T services are exploited to deliver optimum business value for its customers.
• This role will build the relationship with the customer account from bid proposal, defining clear strategic outcomes, through to creation of the Service Level Agreement or Letters of Understanding and then manage the ongoing relationship by regular contact, further business development, and professional resolution of any issue arising.

Main duties of the job

This role will build the relationship with the customer account from bid proposal, defining clear strategic outcomes, through to creation of the Service Level Agreement or Letters of Understanding and then manage the ongoing relationship by regular contact, further business development, and professional resolution of any issue arising.

Working for our organisation

We are committed to promoting equal opportunities to achieve equity of access, experience and outcomes and to recognising and valuing people’s differences.

We are passionate about creating an inclusive workplace that promotes and values diversity; we see this as a strength and part of our founding mission, values and behaviours.

We know through experience that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers patient outcomes.

We are committed to creating the best place to work, where your contribution is valued, your wellbeing is supported and all our colleagues can reach their full potential.

We welcome and encourage applications from all areas of the community, who meet the criteria for the role, regardless of their protected characteristic.

We work to ensure that our recruitment processes are as inclusive as possible to everyone, including making adjustments for people who have a disability or long-term condition and support with the recruitment process for people with lived experience.

We are happy to discuss flexible working options for all roles.

We operate a Carer friendly working environment that is supportive and inclusive. We actively encourage Carers to self-identify themselves.

We are a Disability Confident Employer and commit to shortlisting suitable applicants who meet the essential criteria for an interview.

Please inform us of any adjustments you may require.

• Detailed job description and main responsibilities
• Continue to understand the needs of existing partners and establish relationships with potential new customers.
• Understand the partner’s business challenges and objectives for technology enablement working closely with service development.
• Performance management of the HBL ICT Shared Services service delivery against agreed service levels within the Service Specifications.
• Maintain the portfolio of services that each partner receives from HBL ICT.
• Understand and document the desired outcome of a service and to decide if the customer's need can be fulfilled using an existing service offering or if a new or changed service must be created.
• Capture partner requirements and agree service level targets with customers who request the provision of existing standard services.
• Plan, carry out and evaluate regular Customer Satisfaction Surveys.
• Record Customer complaints and compliments, assess any complaints and instigate corrective action if required.
• Continuously monitor the processing status of outstanding Customer complaints and to take corrective action if required.
• Responsible for the development of scoping documents, SLA and LOU agreements and additional service addendums in partnership with the partners and customers.
• Communicate with internal colleagues to ensure that all new service agreements and proposals fit the agreed roadmap within the partnership.

Person specification

Education

• Relevant educated to BA level or extensive knowledge, skills and experience to equivalent level
• Evidence of continuing personal development
• Experience of working in a management role within the NHS, Local Authority or equivalent
• Experience of working in a complex, multi-agency environment and across organisational boundaries Ability to analyse, interpret and compare complex facts, opinions and situations at speed
• Experience of passing on and influencing others successfully in improvement methodologies and ideas
• A proven track record and demonstrated ability of working collaboratively with a variety of organisational levels to deliver outcomes for clients
• Significant experience managing excellent customer service in discipline/field/area of work
• Significant experience in supporting an organisation toward serving its clients’ needs including maintaining effective customer relations and managing customer’s satisfaction
• Significant experience of influencing key stakeholders and customers as able to demonstrate impact and proactive customer relationship building, delivering customer satisfaction, with the ability to respect, influence and motivate a range of stakeholders to deliver continuous improvement in services whilst achieving professional and personal credibility
• Excellent communication skills both orally and in writing, with an ability to prepare written documents and complex proposals that are clear and easily understood
• Ability to negotiate and influence others in a positive manner
• Highly effective leadership skills with the ability to effectively lead, manage, develop, influence and inspire a team, by emanating the ICB vision and mission
• Ability to identify and manage complex, interrelated risks
• Ability to make clear rational decisions, exercising independent judgement in a professional and competent manner
• Excellent presentation skills, including the ability to effectively present to senior staff and external professional bodies
• To operate with a high level of autonomy, professionalism, passion and dedication to deliver timely standards with a high level of attention to detail and accuracy
• Significant experience of collating and interpreting highly complex data for presentation
• Ability to work under pressure and meet deadlines
• Ability to work on own initiative with minimum supervision
• Motivated and dynamic ability to generate ideas and put them into practice
• Advanced keyboard skills
• Ability to work flexible hours to meet the requirements of the role
• Able to question and challenge existing practices and working methods in order to create innovative workable solutions
• Car driver and current driving licence essential or access to a car (unless you have a disability as defined by the Disability Discrimination Act)
• Membership of a relevant professional body
• Experience of managing staff in a creative environment
• Experience of programme, project and change management

Please Note

• This vacancy may close before the advertised closing date if a sufficient number of suitable applications are received.

We recommend submitting your application early to avoid disappointment.

• Successfully shortlisted applicants will be contacted by email with an invitation to interview.
• Please note that we do not pay interview expenses, all costs are incurred by the candidate.

Notes on completion of applications

• All reference requests will be made to your employer/previous employers' HR Department, covering the previous 3 years of activity.
• We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expect all staff to undertake this commitment.

Applicants will be subject to robust safer recruitment processes.

• All eligible staff will need to have gained clearance through a standard/enhanced DBS check prior to working.
• All posts are subject to a probationary period.
• Employer certification / accreditation badges

You must have appropriate UK professional registration.

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