London Health Programmes - Support Team Manager

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1 London Health Programmes - Support Team Manager Are you a talented finance and administration manager with a passion for health improvement? Would you like a challenging but dynamic role managing an administration team supporting in the established well performing Kick it contract and new exciting Healthy Hearts service? Thrive Tribe have recently been appointed to deliver a community based CVD prevention service for Hammersmith & Fulham, Kensington & Chelsea and Westminster where we already run the Kick it smoking cessation programme. A pivotal role in spanning both programmes the London Health Programmes Support Team Manager will spearhead our frontline work by delivering an efficient administration support team, providing first point of contact service for our clients ensuring effective support for turning referrals into active participants on our programmes. The team is responsible for initial screening to determine eligibility criteria is met. This will enable our delivery teams to use behaviour change techniques to keep clients motivated and engaged as well as being their main point of reference throughout their journey with the service. We are looking for a driven individual who can combine impeccable financial, administration and team management ability with first class communication skills. You will have the flair and determination to motivate staff and clients to help them achieve their work and health improvement aspirations. KEY JOB INFO. Place of work: Based in Hammersmith + Fulham with regular travel throughout the tri borough Starting salary: 28,000 32,000 pa, based on experience Hours: Annual leave: Other benefits: 37.5 per week days per year Pension scheme, life assurance benefit, regular programme of team building/social events, childcare voucher scheme and bike to work scheme. ABOUT THRIVE TRIBE. Thrive Tribe is a dynamic, value led organisation, full of passionate individuals working together to improve the health of those that need it the most. We provide a range of healthy lifestyle services, currently in London and the East of England. If you are looking for an opportunity that is more than a 9 to 5 then we would welcome you into our small but fast growing organisation. See for more information. ABOUT OUR SERVICE. Thrive Tribe has been awarded a new contract to provide a CVD prevention service for Hammersmith & Fulham, Kensington & Chelsea and Westminster alongside our established smoking cessation programme. The services will work with some of the area s most in-need residents to reduce their risk of CVD and aid smoking quit attempts. Clients will be able to attend a range of programmes to help them change their unhealthy behaviours, lose weight, get more active, eat a healthy diet and stop smoking.

2 Job Title: Place of work: Reporting to: Salary band: Hours: Support Manager Hammersmith Head of Service 28k to 32k 37.5 p/w The Support Manager will ensure provision of an efficient and effective support service to Kick-It and Healthy Hearts. The post-holder will manage 5 permanent staff members who together will be responsible for the company s mobile clinic, referrals, office management, office administration, health and safety, telephone follow-up, materials ordering and equipment stock control, data inputting, organising events, assisting with the planning/delivery of marketing campaigns and other support and admin functions. This role will work closely with other teams in the service and you will be expected to ensure the effective and efficient operation of the office and any satellite locations providing dedicated back up to the service. The successful candidate will have vast experience of data management and analysis: assuring the integrity of project data, including data extraction, manipulation and processing. Tasks 1. To line manage and help develop a team of permanent Support Officers, along with any sessional staff or volunteers helping deliver the work of the Support Team, and to schedule permanent and sessional staff time appropriately to ensure delivery of tasks and appropriate office cover at key times. 2. Contribute towards Thrive Tribe s people management strategy by identifying relevant issues, participating in meetings, contributing information/analysis and making recommendations on strategic thinking and direction 3. To ensure all out-going client phone-calls are undertaken on time and that call-schedules are resourced appropriately, including (though not limited to) follow up calls, customer surveys and new referrals. 4. To ensure all incoming data is dealt with according to Information Governance principles that all information is entered onto the appropriate system in a timely manner and that relevant data and performance reports are completed and delivered on time. 5. To lead on management of the company s CRM (contact relationship management) system. 6. To contribute to the development of new ways of working to maximise referrals, ensure efficient service processes, and improve the quality of service to clients. 7. To assist the Head of Service - London Health Programmes and other team members with the planning and delivery of marketing initiatives and campaigns.

3 8. To keep premises and equipment are kept clean, tidy and in good working order by overseeing day to day office operations, where appropriate liaising with external contractors responsible for repairs, maintenance and office supplies/services (including all statutory and company requirements related to health and safety, e.g. PAT testing). 9. To assist with the logistical planning and delivery of training, development and motivational events, including the annual awards ceremony. 10. To ensure that all incoming visitors, phone calls, s, enquiries, texts and faxes are dealt with in a timely manner and with a high focus on good levels of customer service. 11. Be responsible for health, safety and welfare of self and others in the working environment; follow safe working practices, and comply at all times with Thrive Tribe Ltd Health & Safety and Equality policies and procedures. 12. To support the service and wider organisation in order to manage incoming and outgoing invoices and to liaise with the company s accountants to deal with financial enquiries appropriately and to ensure timely payments. 13. To ensure effective cost control management and be responsible for ordering following the company s guidelines and best practice. - To manage the process of invoicing on behalf of locations for the advice given and NRT issued. You will ensure the payment amounts are accurate and invoices are processed in timely fashion. 14. To provide first line database support to internal as well as external users and hold trainings in order to provide updates when needed and be the lead within the service for the integrated database system. 15. To ensure that the office IT and telephone systems function effectively at all times. 16. Have excellent interpersonal and customer relations skills whilst liaising with internal and external stakeholders and software providers 17. To support the service and wider organisation in maintaining accurate staff records and to ensure timely provision of payroll and staff expenses data. 18. To be part of the Kick-It service management team and in doing so, to help maintain or engender a positive working environment which represents the vision and values of the wider organisation. Key competencies: Experience in delivery of office support or administrative functions Basic knowledge and experience in record keeping and the ability to update client records on an electronic database Experience of working within a target driven environment Ability to adopt new productivity tools on the fly (IT savvy) Energetic and upbeat personality A proven ability to develop and maintain positive working relationships Experience of using MS Office and managing databases, including client management software Thrives in a fast changing environment, able to navigate through occasional ambiguity

4 A positive, pro-active approach to providing services that aligns with the values of Thrive Tribe Proven experience of staff performance management An interest in working for an independent service provider and a commitment to helping the wider organisation grow and thrive Happy to work flexible working patterns, including occasional evening and weekend work. Experience at managing business operations at a comparable scale Be detail and quality oriented Be dynamic and highly organised Be a self-starter with a passion for improving peoples health and wellbeing Be at home in a hard-working, but fun, team environment Have excellent interpersonal and customer relations skills whilst liaising with internal and external stakeholders and software providers Have experience of using the main office software packages Be able to juggle a long list of tasks and ability to plan workload, prioritise, re-prioritise on the go Live the Thrive Tribe values Desirable: Knowledge or experience in smoking cessation, behavior change, health improvement or and/or healthcare Less than 45 minute daily commute door to door (our office is at W6 0LT) Experience in working for a service oriented organisation HOW TO APPLY We d love to hear from you! To apply send your CV and a covering letter of at least 250 words to andrew.emerson@thrivetribe.org.uk by Friday 5 th February 2016, quoting reference LSTM01. This post may entail some evening work for which time off in lieu will be provided. Delivery of the Healthy Heart assessment involves a significant amount of work out and about in the community, including some carriage of equipment and setting up rooms for use. Additional training will be given as necessary. Applicants will be contacted soon after the closing date to outline the next stages of the process.

5 Thrive Tribe Values