Stork Assistant Manager

HealthNet Homecare is a specialist provider of home-based healthcare services, supporting over 240,000 patients across the UK. Working alongside the NHS and pharmaceutical companies, we deliver medications, nursing care, treatment administration and training, and patient support programmes in the comfort of patients' own homes. Our goal is to help patients access high-quality care outside of hospital, enabling them to manage their treatment safely, confidently, and independently.

We are looking for a Stork Assistant Manager to join our Patient Support Team.

Main Responsibilities:

To contribute to the growth and success of the Company through building and leading a team of Patient Support Advisors, being accountable for ensuring key KPI’s and quality parameters are executed and completed in a timely manner, alongside participation in both the hiring and performance management processes. The role also includes managing and maintaining Stork, driving significant business improvements, and identifying as well as delivering training and development needs. In addition, the individual will be responsible for managing and maintaining strong relationships with customers, including leading and facilitating monthly Service Review Meetings (SRMs) to ensure alignment, performance transparency, and continuous improvement. Tasks may change frequently to satisfy ever-changing demands, requiring the demonstration of significant versatility and a flair for adaptability. A positive response to pressure is essential within this fast-paced, dynamic, and varied working environment.

The following job profile aims to guide the Manager towards the desired level of success. It is measurable and achievable and can be a valuable tool to assess the individual’s performance. It highlights the roles and responsibilities of the Manager with focus on key performance indicators and the performance level that is expected of the post-holder.

• Manage and lead the Stork function to achieve and maintain agreed service level targets by ensuring adequate numbers of trained and qualified staff are available.
• Manage and maintain strong relationships with customers, including leading and facilitating monthly Service Review Meetings (SRMs) to ensure alignment, performance transparency, and continuous improvement.
• Work with other internal stakeholders to communicate updates and potential supply issues to all customers professionally and promptly.
• Lead, motivate and coach all members of the team to ensure maximum performance.
• Assist in the recruitment of Stork colleagues according to agreed standards to ensure that staffing levels and care quality remain at a high level.
• Provide the necessary training and motivation to develop a team capable of delivering exceptional service.
• Provide regular evaluation and feedback on performance and dealing with underperformance through the application of Performance Management processes, ensuring optimal service level is achieved.
• Conduct and follow-up quarterly appraisals to ensure that key development plans are put in place to benefit both the business and the individual are fit for purpose.
• Carry out Training needs analysis, identifying colleagues for further development as part of the succession planning process.
• Assist the Patient Services Manager and other team members in support of daily workload, as required. Ensure the team workload is equally distributed and managed. Re-prioritise workload as required to achieve the Department/ Team service levels.
• Responsibility for the standards of training, compliance with training requirements and the maintenance of training records for all Stork colleagues.
• Compliance with KPI targets set for the department.
• Monitor real time call flows, administration workflow and takes action to maintain target service levels
• Plan allocation of breaks, holidays, and training of the team within the set parameters to ensure that adequate staffing levels are maintained to handle the team workload.
• Carry out Return to work interviews, Disciplinary Investigations and Carry out Disciplinary actions up to and including Final Written Warning.
• Adhere to all HR policies and procedures and all current security procedures to ensure the safekeeping of all company and customer property and all statutory and company regulations.
• Provide support for investigating and responding to complaints regarding the Stork service.
• Handle escalated customer calls in a professional manner reflecting HealthNet Homecare values and avoiding further escalation.
• Liaise with internal functions regarding issues relating to the Stork team and service.
• Capture, record and resolve all Customer Complaints relating to all elements of the business in a professional manner.
• As identified by Line Management, produce, and analyse reports and data to ensure that the Management team receives all required information for further analysis and future development.
• Identify opportunities to improve business processes within the team.

Experience:

• Key holder responsible for opening/closing of site
• Minimum 12 months in a Customer Service Environment at a supervisory level
• Proven track record of achieving activity targets.
• Experience of Quality Management Standards

Qualifications:

NVQ Level 4 in customer care or equivalent (Desirable)

Featherstone, West Yorkshire, United Kingdom

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