Job Title: Customer Experience Specialist

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Job Title: Customer Experience Specialist"

Transcription

1 Date completed: Job Title: Customer Experience Specialist Job Reference Number: P02367 Job Band: Band 5 Functional Area: Customer Services Accountable to: Customer Experience and Service Development Manager Job Dimensions: Customer Experience across the Organisation. Budget and FTE None Allocated. The Role: Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK and is undergoing significant transformational change to further enhance customer focus, service and delivery. In moving to a commissioning and delivery model we need to ensure that customers have a consistent and positive experience of dealing with ECC, whatever service they use or interact with. This is a high profile role which will drive the development and delivery of a consistent and positive customer experience across the organisation. The role will be responsible for ensuring there is sufficient customer experience governance across the service area, and that appropriate customer experience reporting is provided to the CLT and PLT. The role will work with specific commissioning and delivery services in a customer experience business partner capacity to define how the core ECC Customer Experience Standards will be implemented, measured and reported across their service area. And where there are issues, how the achievement of the standards can be improved. Working with the Customer Experience Analysts, the role will use rigorous challenge to ensure that appropriate customer insight is used to inform decision making within the service area to continuously improve the customer experience across the organisation, and to deliver services as cost efficiently as possible. 1 Essex County Council

2 The role will also work with Strategic, Transformation and Commissioning to ensure that, as more services are commissioned, all customer experiences remain positive and consistent for ECC s customers. Therefore the postholder needs to be a customer experience expert, knowledgeable, highly motivated, and self-driven and have account management skills. They must also be confident in working with a full range of people. Job Purpose Summary: Lead the definition, measurement and reporting of Customer Experience Standards for specific commissioning and delivery of functions within the council to support achievement of the overall ECC Customer Experience Standards to meet the future customer and savings outcomes for Essex. Responsible for driving the development, delivery and governance of the local element of the Customer Experience Strategy to ensure the customer is the focus of service delivery and that the Strategy s outcomes are delivered. Responsible for driving a customer focused culture change within the specific commissioning and delivery functions, to one that proactively seeks customer insight (e.g. root cause analysis of complaints and customer satisfaction data) to identify opportunities for continuous service improvements to deliver a positive customer experience, more cost efficiently. Key Responsibilities and Accountabilities: Core Accountabilities (Tier 6): Thinking creatively, challenging the norms, and constructively challenging those around them (including those more senior) to ensure continuous improvement, commercial astuteness, and inspire the same those around them. Ensure the proper assessment management and mitigation of risk, including Health and Safety and Business Continuity. Work as part of project or process teams as required under the new, matrix managed, operating model, ensuring excellent cross functional output. Role Specific Accountabilities: Responsible for the planning and development of a visionary, innovative strategy for the design and delivery of the customer experience across specific commissioning and delivery functions within Essex County Council, partners and businesses that is forward looking, meets the needs of the organisation, identifies synergies and can continue doing so as ECC transforms ensuring efficiency, best in class services and cost savings as well as promoting consistency of experience for customers. Responsible for the establishment of localised customer experience standards across specific areas of ECC, based on the core ECC Customer Experience Standards, and the measurement and reporting of delivery against these standards, irrespective of whether delivery is by ECC itself, its partners or others. Ensure compliance with all external and internal regulation. Responsible for ensuring rigorous customer experience governance across ECC and partners to provide a consistent experience, including responsibility for reporting to CLT and PLT on 2 Essex County Council

3 achievement against customer experience Key Performance Indicators. Responsible for promoting the proactive and effective use of customer insight (eg complaints root cause analysis data) and ensuring its use by commissioning and delivery teams in order to drive improvement in customer services and experience. Bring specialist skill, knowledge and experience to bear in supporting the commissioning function in its planning and commissioning engine inputs, and in acting as business partner to commissioners and delivery functions to ensure the right outcomes. Knowledge, Skills and Experience: Evidence of successfully delivering outcomes in a customer service area. Educated to degree level in a relevant subject area, or equivalent by experience. Evidence of continuing professional and managerial development including, preferably, a management qualification. Evidence of developing and implementing strategies in a customer services environment. Specialist knowledge and understanding of concepts and principles regarding effective and efficient customer experience within large complex organisations. Experience of working with strategic partners/outsourcing/joint ventures. Experience of working in a political environment, would be an advantage. Competencies and Behaviours: The postholder must behave in accordance with ECC s Values and Behaviours, including the Core Leadership Behaviours. CLEAR By inspiring a common sense of purpose and direction across ECC and by being definitive about the contribution that you and your team need to make to support ECC in the successful delivery of outcomes for the Essex community. DECISIVE In applying commercial judgement to make decisions that will deliver cost efficient and effective results for ECC and outcomes for the broader Essex community. ACCOUNTABLE By visibly displaying your commitment to cross organisational success and in accepting full responsibility for the contributions of you and your team to this success. INNOVATE By giving freedom to others to improve the performance of ECC by challenging the status quo and providing enough scope for individuals to experiment with new or innovative solutions. 3 Essex County Council

4 TRUST By building a strong and capable team, confidently setting the direction, clearly articulating the measures of success and then trusting your team to deliver. RECOGNISE By genuinely valuing the contribution of others and using formal and informal methods to encourage their unique contributions and recognise their achievements. INFLUENCE By respectfully taking into account the views of others in effectively representing the position of ECC in the establishment of commercial partnerships that deliver the best outcomes for the wider Essex community. ASTUTE By demonstrating an ability to understand and respond to the complex, evolving political, economic and social environment within which ECC operates. DELIVER By setting clear goals that cascade from the key ECC outcomes, by consistently meeting quality standards and deadlines and by looking for ways to succeed no matter what the challenge. DRIVE In displaying genuine passion and enthusiasm for the achievement of ECC priority outcomes and proactively seeking ways to address issues that that may hinder the achievement of these outcomes. SELF-AWARENESS In being aware of how your behaviour, personality and operating style impacts on others and using this awareness to find the best way to work with and lead others. IMPACT By leveraging your natural leadership style to inspire others to work with you and to promote a culture at ECC that encourages achievement and regularly celebrates growth and success. Work Style: Office based. An office based employee will spend most of their working time at a desk. They will rarely attend 4 Essex County Council

5 meetings and are unlikely to be away from the office. They may, however, work flexibly on an infrequent/ad-hoc basis. Flexible office based. A flexible office based employee will have a main base but will either attend regular meetings, and/or work flexibly on a more frequent basis. Mobile. A mobile employee has a nominated ECC base but spends at least 50% of their time working flexibly. Home based. A home based worker has no nominated ECC base and spends at least 80% of their time working at home. Safeguarding: Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment. Role Requirement: This role does not require a DBS (CRB) check. JP Owners (Functional Leads) Signed Andrew Ralp Date Pre-employment Checks: Role Requirement: Not working with children or vulnerable adults, not in a specified place and with no access to sensitive information relating to children or vulnerable adults. Pre-Employment Check Self Declaration (Unspent convictions only) References Definition A declaration of unspent convictions must be completed by all employees who do not work directly with vulnerable adults or children. A minimum of two employer references will be required -one of which must be the last employer. Any gaps of 4 weeks or more will be explored by the manager at interview stage. Where requested by the manager additional character references will be taken up. Medical All new recruits and employees whose role changes significantly are required to complete a medical health declaration. 5 Essex County Council

6 Eligibility / Right to work in the UK Regulatory qualifications and professional registration (subject to role) SWIFT / Protocol (SCF - Children s Social Care Team only) Proof is required and original documentation will be sought i.e. passport or full birth certificate. Original qualification certificates and proof of registration with a professional body is required (if applicable). A check against the individuals name on the Social Care electronic database will be administered. Safer Recruitment Consultant Signed Date 6 Essex County Council

Job Title: Customer Experience and Service Development Manager

Job Title: Customer Experience and Service Development Manager Date completed: Job Title: Customer Experience and Service Development Manager Job Reference Number: P02357 Job Band: Band 6 Functional Area: Customer Services Accountable to: Head of Customer Experience

More information

Business Support Service Development Manager

Business Support Service Development Manager Job Profile Job Title: Business Support Service Development Manager Date Completed: 17/12/2014 Job Reference Number: T5CS0021 Tier: Tier 5 Job Band: Band 6 Functional Area: Corporate Services Accountable

More information

Job Title: Business Continuity and Emergency Planning Support Officer

Job Title: Business Continuity and Emergency Planning Support Officer Date completed: 02.01.2014 Job Title: Business Continuity and Emergency Planning Support Officer Job Reference Number: P02368 Job Band: Band 4 Functional Area: Adult Operations Accountable to: Senior Operational

More information

Job Profile. Job Title: School Communications Officer. Date Completed: June 5 th 2014. Job Reference Number: T5PC004. Tier: Tier 5. Job Band: Band 3.

Job Profile. Job Title: School Communications Officer. Date Completed: June 5 th 2014. Job Reference Number: T5PC004. Tier: Tier 5. Job Band: Band 3. Job Title: School Communications Officer Date Completed: June 5 th 2014 Job Reference Number: T5PC004 Tier: Tier 5 Job Band: Band 3. Functional Area: People Commissioning Accountable to: Lead Strategic

More information

Job Title: Executive Director for Strategy, Transformation & Commissioning Support

Job Title: Executive Director for Strategy, Transformation & Commissioning Support Job Title: Executive Director for Strategy, Transformation & Commissioning Support Job Reference Number: T2STC1 Job Band: Band 13 Functional Area: Strategy, Transformation & Commissioning Support Accountable

More information

Job Profile. Postholder will be required to determine liability and quantum on claims made against the Authority.

Job Profile. Postholder will be required to determine liability and quantum on claims made against the Authority. Job Profile Job Title: Claims Handler Date Completed: October 2014 Job Reference Number: T7CS002 Tier: Tier 7 Job Band: Band 3 Functional Area: Corporate Services Accountable to: Insurance Manager Job

More information

Adults, Health & Community Wellbeing

Adults, Health & Community Wellbeing Job Title: Job Grade: Directorate: Job Reference Number: Treatment Specialist Band 6 (30 Hrs per week) Adults, Health & Community Wellbeing P00206 The Role To support the effective planning, development

More information

(Financial Accounting Team)

(Financial Accounting Team) Job Title: Accounting Technician (Financial Accounting Team) Job Grade: Band 3 Band 4 Directorate: Finance Job Reference Number: P02279 The Role As part of the Financial Compliance Team, you will report

More information

Environment Sustainability & Highways

Environment Sustainability & Highways Job Title: ICT Contract Manager Job Grade: Band 5 Directorate: Environment Sustainability & Highways Job Reference Number: P01265 The Role The ideal candidate for this role would be a perceptive, technically

More information

Job Grade: Band 5. Job Reference Number:

Job Grade: Band 5. Job Reference Number: Job Title: Business Analyst Job Grade: Band 5 Directorate: Job Reference Number: People and Transformation P01216 The Role: This is a challenging role working with and across all services to support the

More information

Finance Business Partner

Finance Business Partner Job Title: Finance Business Partner Job Grade: Band 6 Band 7 Directorate: Job Reference Number: Corporate Services P01410 The Role Part of a Finance Business Partnering Team, you will report to the Senior

More information

Data Analysis Officer - Service Development Team

Data Analysis Officer - Service Development Team Job Title: Data Analysis Officer - Service Development Team Job Grade: Band 4-5 Directorate: Job Reference Number: Adults, Health and Community Wellbeing P01012 The Role Work closely with the Service Development

More information

Strategy Manager: Business and Performance Management

Strategy Manager: Business and Performance Management Job Title: Strategy Manager: Business and Performance Management Job Grade: Band 7 Directorate: Job Reference Number: Schools, Children and Families P00905 The Role Deputise for the Head of Early Years

More information

Target Tracker Helpline & Technical Support Officer

Target Tracker Helpline & Technical Support Officer Job Title: Target Tracker Helpline & Technical Support Officer Job Grade: Band 2 to middle of Band 3 Directorate: Job Reference Number: Schools, Children & Families P00587 The Role To provide a daily high

More information

To act as the area coroner in the Coronial Jurisdiction of Essex.

To act as the area coroner in the Coronial Jurisdiction of Essex. Job Title: Area Coroner for Essex Directorate: Customer Services Job Reference Number: P02378 The Role In partnership with Essex County Council, the Senior Coroner for Essex and the Coroners Service Manager

More information

Best Interests Assessor Senior Practitioner

Best Interests Assessor Senior Practitioner Job Title: Best Interests Assessor Senior Practitioner Job Grade: Band 5 Directorate: Adults, Health and Community Wellbeing The Role Job Reference Number: P02163 To assist with the quality checking and

More information

Lead Specialist Teacher: Autism and Social Communication Difficulties

Lead Specialist Teacher: Autism and Social Communication Difficulties Job Title: Lead Specialist Teacher: Autism and Social Communication Difficulties Job Grade: MPR/UPR + SEN maximum +TLR2 of 5,118 Directorate: Job Reference Number: Schools, Children and Families P00367a

More information

ICT Network Support - North East Children s Support Service (Colchester/Clacton)

ICT Network Support - North East Children s Support Service (Colchester/Clacton) Job Title: ICT Network Support - North East Children s Support Service (Colchester/Clacton) Job Grade: Band 3 Directorate: Job Reference Number: Schools, Children & Families P00591 The Role Provide general

More information

Environment Sustainability and Highways

Environment Sustainability and Highways Job Title: Marketing Intelligence Officer Job Grade: Band 4 Directorate: Environment Sustainability and Highways Job Reference Number: P01851 The Role The Marketing Intelligence Officer will: Devise intelligence

More information

Senior CAMHS Educational Psychologist (Child and Adolescent Mental Health Service)

Senior CAMHS Educational Psychologist (Child and Adolescent Mental Health Service) Job Title: Job Grade: Directorate: Job Reference Number: Senior CAMHS Educational Psychologist (Child and Adolescent Mental Health Service) Soulbury Salary Range (B) Points 1 4 plus up to 3 SPA Schools,

More information

Central Services. Business Support Service JOB DESCRIPTION

Central Services. Business Support Service JOB DESCRIPTION Central Services Business Support Service JOB DESCRIPTION POST: GRADE: Grade: Band 12 RESPONSIBLE TO: A Head of Business Support STAFF MANAGED: Team Leaders. In some instance, a Business Support Manager

More information

Group Manager Line management of a local team of 5-7 fte staff

Group Manager Line management of a local team of 5-7 fte staff Practice Manager Children s Social Care Role Profile: Practice Manager Grade: Grade 12 Accountable to: Accountable for: Role Context & Purpose Group Manager Line management of a local team of 5-7 fte staff

More information

J O B S P E C I F I C A T I O N

J O B S P E C I F I C A T I O N J O B S P E C I F I C A T I O N DIRECTORATE: DIVISION/SECTION/UNIT: EDUCATION ACCCESS TO LEARNING UNIT MANAGER: PRINCIPAL EDUCATION WELFARE OFFICER POST TITLE: CLERICAL SUPPORT ASSISTANT JOB FAMILY & ROLE

More information

Director of Nursing & Patient Experience

Director of Nursing & Patient Experience Director of Nursing & Patient Experience Job Description & Person Specification Chief Executive s Office, Darlington Memorial Hospital, Hollyhurst Road, Darlington, County Durham DL3 6HX Tel: 01325 380100

More information

Report on Pre-Appointment Screening Procedures employed by the National Recruitment Service for the Health Service Executive (HSE)

Report on Pre-Appointment Screening Procedures employed by the National Recruitment Service for the Health Service Executive (HSE) Report on Pre-Appointment Screening Procedures employed by the National Recruitment Service for the Health Service Executive (HSE) February 2013 September 2007 Contents Introduction... 3 Commission s Code

More information

JOB DESCRIPTION. Tatchbury Mount base and other Southern Health Sites as required

JOB DESCRIPTION. Tatchbury Mount base and other Southern Health Sites as required JOB DESCRIPTION Job Title: Band: Hours: Location: Accountable to: Lead Manager for Workforce Planning & Resourcing 8a 37.5 per week Tatchbury Mount base and other Southern Health Sites as required Deputy

More information

Quality Assurance of Medical Appraisers

Quality Assurance of Medical Appraisers Quality Assurance of Medical Appraisers Recruitment, training, support and review of medical appraisers in England www.revalidationsupport.nhs.uk Contents 1. Introduction 3 2. Purpose and overview 4 3.

More information

Thank you for your interest in the above position. Please find enclosed the following:

Thank you for your interest in the above position. Please find enclosed the following: March 2015 Fairthorne Manor Curdridge Southampton SO30 2GH Tel: 01489 785228 Fax: 01489 798936 Dear Applicant Re: Role of Youth Worker (ref 462) at YMCA Fairthorne Group Thank you for your interest in

More information

J O B S P E C I F I C A T I O N

J O B S P E C I F I C A T I O N J O B S P E C I F I C A T I O N DIRECTORATE: Corporate Services DIVISION/SECTION/UNIT: Human Resources Pay & Grading Team UNIT MANAGER: Phillip John POST TITLE: Technical Support Officer JOB FAMILY & ROLE

More information

JOB DESCRIPTION. To ultimately liaise with departmental editors across the institution regarding development of their areas of the corporate site.

JOB DESCRIPTION. To ultimately liaise with departmental editors across the institution regarding development of their areas of the corporate site. 1. JOB TITLE: Web Designer JOB DESCRIPTION 2. HRMS REFERENCE NUMBER: HRMS/10177c 3. ROLE CODE: WDESMRA 4. DEPARTMENT: Marketing Recruitment and Admissions 5. JOB PURPOSE: To support and develop the University

More information

South Staffordshire College. Learning Support Assistant Job Description

South Staffordshire College. Learning Support Assistant Job Description South Staffordshire College Learning Support Assistant Job Description JOB TITLE: Learning Support Assistant 22.2 hours per week, 36 weeks worked (Term Time Only) PAY POINT: Band 2, points 8 to 11 CONDITIONS

More information

3. This policy applies to all taught programmes of study offered by the College.

3. This policy applies to all taught programmes of study offered by the College. Admissions Policy Aims 1. The College aims, as defined in its Mission Statement, include: Providing part-time higher education courses which meet the changing educational, cultural, personal and career

More information

J O B S P E C I F I C A T I O N

J O B S P E C I F I C A T I O N J O B S P E C I F I C A T I O N DIRECTORATE: PEOPLE DIVISION/SECTION/UNIT: UNIT MANAGER: POST TITLE: JOB FAMILY & ROLE PROFILE: Child & Family Services Regional Adoption Manager Western Bay Business, Performance

More information

Procedure. Development. Joint Consultative Committee, College Management Team. Status: FINAL Approved by: Finance and General Purposes Committee

Procedure. Development. Joint Consultative Committee, College Management Team. Status: FINAL Approved by: Finance and General Purposes Committee GUILDFORD COLLEGE GROUP POLICY ACADEMIC/NON ACADEMIC: Non-Academic FRAMEWORK AREA: Human Resources POLICY TITLE: Recruitment and Selection Policy and Procedure LEAD COLLEGE MANAGER: Executive Director

More information

J O B S P E C I F I C A T I O N

J O B S P E C I F I C A T I O N APPENDIX 3 J O B S P E C I F I C A T I O N DIRECTORATE: People DIVISION/SECTION/UNIT: Swansea Young people Services UNIT MANAGER: Gavin Evans POST TITLE: Youth Support Worker level 1 JOB FAMILY & ROLE

More information

APPLICATION PACK PROJECT MANAGER HR SOFTWARE

APPLICATION PACK PROJECT MANAGER HR SOFTWARE APPLICATION PACK PROJECT MANAGER HR SOFTWARE The Donkey Sanctuary Sidmouth Devon EX10 0NU England 00 44 (0) 1395 578222 Application Information The Donkey Sanctuary is a UK based charity working worldwide

More information

JOB DESCRIPTION. Associate Director of Health Informatics

JOB DESCRIPTION. Associate Director of Health Informatics JOB DESCRIPTION Job Title: Band: Hours: Responsible to: Responsible for: Base: Associate Director of Health Informatics 8d 37.5hrs Director of Finance & Information Informatics function (to include IT,

More information

VACANCY NOTICE HM REVENUE AND CUSTOMS LITIGATION AND ADVISORY LAWYERS JANUARY 2015

VACANCY NOTICE HM REVENUE AND CUSTOMS LITIGATION AND ADVISORY LAWYERS JANUARY 2015 VACANCY NOTICE HM REVENUE AND CUSTOMS LITIGATION AND ADVISORY LAWYERS JANUARY 2015 Page 1 of 11 TABLE OF CONTENTS HEADLINE INFORMATION... 3 VACANCY DESCRIPTION... 4 WORK OF THE DEPARTMENT... 5 THE PERSON

More information

Learning Support Assistant (Full Time, Fixed term contract)

Learning Support Assistant (Full Time, Fixed term contract) November 2014 Dear Applicant, Thank you for your enquiry regarding the position of Learning Support Assistant (initial fixed term contract) at Tyndale Community School, an exciting opportunity for anyone

More information

Assistant Director - Engineering and Construction

Assistant Director - Engineering and Construction Assistant Director - Engineering and Construction Job Description Area : Faculty of Humanities, English and STEM Salary : M1 Hours of Work (Full-time/Part-time) : Full-time Line Manager : Director of Faculty

More information

POSITION DESCRIPTION. Role Purpose. Key Challenges. Key Result Areas

POSITION DESCRIPTION. Role Purpose. Key Challenges. Key Result Areas POSITION DESCRIPTION Position Title Manager, Technical Services Support Position Number Reports to Manager Technology Services Functional Auth HRM Auth Region IT Services Centre Head Office Date Feb 2011

More information

SOMERSET COUNTY COUNCIL JOB DESCRIPTION. Quality Assurance for children in need of protection and children looked after.

SOMERSET COUNTY COUNCIL JOB DESCRIPTION. Quality Assurance for children in need of protection and children looked after. SOMERSET COUNTY COUNCIL JOB DESCRIPTION Post Number: Service: Job Title: Accountable to: Responsible for: NOM0295 Children and Learning Assistant Director - Quality Assurance Director of Children s Services

More information

Role Context & Purpose

Role Context & Purpose Group Manager Children s Social Care Services Role Profile: Grade: Accountable to: Accountable for: Senior Manager Hay B Service Leader 3-6 direct line reports, plus circa 48 staff that these direct reports

More information

LEADERSHIP COMPETENCY FRAMEWORK

LEADERSHIP COMPETENCY FRAMEWORK LEADERSHIP COMPETENCY FRAMEWORK 1 Introduction to the Leadership Competency Framework The Leadership Competency Framework focuses on three levels of management: Team Leaders/Supervisors responsible for

More information

NGN Behavioural Competencies

NGN Behavioural Competencies NGN Behavioural Competencies July 2012 Change and Improvement Embraces, drives and advocates change and improvement, demonstrating a commitment to keep people engaged. Sets a culture that values diversity

More information

JOB DESCRIPTION: Senior Manager HR & Talent Management

JOB DESCRIPTION: Senior Manager HR & Talent Management JOB DESCRIPTION: Senior Manager HR & Talent Management RESPONSIBLE TO: RESPONSIBLE FOR: Group Director The overall management and development of all aspects of HR and Talent Management for the company,

More information

Management Competency Framework

Management Competency Framework Management Competency Framework Middle Managers Operational Managers Specialists Contents Introduction 4 Leading People 5 Communicating the Vision 6 Facilitating High Performance and Results 7 Maximising

More information

Tenancy Support Manager Recruitment. June 2014

Tenancy Support Manager Recruitment. June 2014 Tenancy Support Manager Recruitment June 2014 Tenancy Support Manager Thank you for your interest in the above position at Newport City Homes. This information pack contains the following: About Newport

More information

Human, Social and Network Capital and its role in the Boardroom

Human, Social and Network Capital and its role in the Boardroom University of Bath Human, Social and Network Capital and its role in the Boardroom MBA Thesis Paula Haines paula.haines@virgin.net This research was carried out for a MBA thesis at the University of Bath

More information

Competency Based Recruitment and Selection

Competency Based Recruitment and Selection Competency Based Recruitment and Selection A Handbook for Managers 2010 March 2010 v2 1 March 2010 v2 2 Table of Contents Introduction...4 1. What are competencies?...4 2. Why use competencies for recruitment

More information

Recruitment, Selection & Disclosure Policy and Procedure

Recruitment, Selection & Disclosure Policy and Procedure Recruitment, Selection & Disclosure Policy and Procedure 1. Introduction Stonyhurst [Stonyhurst College, Saint Mary s Hall] ("Stonyhurst") is committed to providing the best possible care and education

More information

INTRODUCTION. The Merlin Principles. The Elements of each Principle

INTRODUCTION. The Merlin Principles. The Elements of each Principle 0 INTRODUCTION The development of the Merlin Standard has been progressed as a joint exercise between the Department for Work and Pensions (DWP) and its providers operating in the Welfare to Work (W2W)

More information

Business Relationship Manager IT Project and Programme Managers Hospice Managers Nursing Staff 3 rd Party Suppliers CIO Head of IT Infrastructure

Business Relationship Manager IT Project and Programme Managers Hospice Managers Nursing Staff 3 rd Party Suppliers CIO Head of IT Infrastructure Job Title: Informatics Business Analyst Department: IT Service Management, TDA Location: 89 Albert Embankment, London Responsible to: Head of IT Service Management Role Summary: This role will support

More information

Job Description. Financial Planning & Analysis Accountant

Job Description. Financial Planning & Analysis Accountant Job Description Financial Planning & Analysis Accountant Role Title Financial Planning & Analysis Accountant Reporting to Head of Financial Planning Role Purpose The purpose of this role is to provide

More information

JOB DESCRIPTION. Chief Nurse

JOB DESCRIPTION. Chief Nurse JOB DESCRIPTION Chief Nurse Post: Band: Division: Department: Responsible to: Responsible for: Chief Nurse Executive Director Trust Services Trust Headquarters Chief Executive Deputy Chief Nurse Head of

More information

Strategy & Planning Manager Executive Office Location: London Closing date: 27 September 2015

Strategy & Planning Manager Executive Office Location: London Closing date: 27 September 2015 Job title: Strategy & Planning Manager Executive Office Location: London Closing date: 27 September 2015 Contract type: Permanent About Teach First How much you achieve in life should not be determined

More information

Job Title: Customer Contact Manager. Location: Hampton Wick, KT1

Job Title: Customer Contact Manager. Location: Hampton Wick, KT1 Job Title: Customer Contact Manager Location: Hampton Wick, KT1 Application forms for this vacancy to be returned by midday on Monday 17 th September 2012 About Hastoe Formed nearly fifty years ago, Hastoe

More information

Job Description: Research Managers

Job Description: Research Managers Job Description: Research Managers Client: Project: Date: December 2014 Author: Sarah Trivedi, Corporate Services Director Closing date: 5 pm 19 January 2015 The Company CFE Research is a highly regarded

More information

JOB DESCRIPTION. To take design and developmental responsibility for the University s outward-facing web sites in liaison with the Web Manager.

JOB DESCRIPTION. To take design and developmental responsibility for the University s outward-facing web sites in liaison with the Web Manager. 1. JOB TITLE: Front-End Developer JOB DESCRIPTION 2. HRMS REFERENCE NUMBER: HR15008a 3. ROLE CODE: WEBDEVMRA 4. DEPARTMENT: Marketing Recruitment and Admissions 5. ORGANISATION CHART: See Appendix A 6.

More information

CHIEF NURSE / DIRECTOR OF CLINICAL GOVERNANCE

CHIEF NURSE / DIRECTOR OF CLINICAL GOVERNANCE www.gov.gg/jobs JOB POSTING CHIEF NURSE / DIRECTOR OF CLINICAL GOVERNANCE JOB TITLE Chief Nurse / Director of Clinical Governance SALARY Attractive Remuneration Package available with post TYPE Full Time

More information

Creative and Sports Industries. Customer Service / Telephone Techniques Trainer

Creative and Sports Industries. Customer Service / Telephone Techniques Trainer Newcastle College is one of Britain s largest and most successful further education institutions. We are committed to quality and currently provide a wide range of programmes to over 3,000 students. Creative

More information

All photographers and staff at Success Photography must ensure that:

All photographers and staff at Success Photography must ensure that: Child Protection Policy All photographers and staff at Success Photography must ensure that: The welfare of the child is paramount. All children, whatever their age, culture, disability, gender, language,

More information

VICTIMS SUPPORT PROGRAMME. Guidance Note on the Recruitment of Staff G3/VSP

VICTIMS SUPPORT PROGRAMME. Guidance Note on the Recruitment of Staff G3/VSP VICTIMS SUPPORT PROGRAMME Guidance Note on the Recruitment of Staff G3/VSP Version 1.0 Effective Date 19 th August 2013 1 Contents 1. Introduction and Background... 3 2. Recruitment Code... 4 3. The Recruitment

More information

Job Description. Applications Development Manager Band 8b

Job Description. Applications Development Manager Band 8b Job Description Applications Development Manager Band 8b Job Title: Team / Directorate: Band: Responsible to: Accountable to: Application Development Manager (Hub) Commissioning Intelligence, Commercial

More information

JOB DESCRIPTION. This recruitment is to cover bank shifts Trust Wide

JOB DESCRIPTION. This recruitment is to cover bank shifts Trust Wide JOB DESCRIPTION JOB TITLE: Registered Nurse Mental Health BAND: Band 5 DIRECTORATE INITIAL LOCATION: REPORTS TO: Mental Health & Learning Disability This recruitment is to cover bank shifts Trust Wide

More information

OPEN BOARD OF DIRECTORS MEETING 7 January 2015

OPEN BOARD OF DIRECTORS MEETING 7 January 2015 OPEN BOARD OF DIRECTORS MEETING 7 January 2015 Open Board: 07.01.15 Item: 9 TITLE OF PAPER TO BE PRESENTED BY ACTION REQUIRED OUTCOME TIMETABLE FOR DECISION LINKS TO OTHER KEY REPORTS / DECISIONS LINKS

More information

VACANCY NOTICE HM REVENUE AND CUSTOMS LITIGATION AND ADVISORY LAWYERS JUNE 2015

VACANCY NOTICE HM REVENUE AND CUSTOMS LITIGATION AND ADVISORY LAWYERS JUNE 2015 VACANCY NOTICE HM REVENUE AND CUSTOMS LITIGATION AND ADVISORY LAWYERS JUNE 2015 Page 1 of 11 TABLE OF CONTENTS HEADLINE INFORMATION... 3 VACANCY DESCRIPTION... 4 WORK OF THE DEPARTMENT... 5 THE PERSON

More information

NOTIFICATION FOR THE VACANCY OF THE POST OF SECRETARY GENERAL OF CPA - INTERNATIONAL JOB DESCRIPTION

NOTIFICATION FOR THE VACANCY OF THE POST OF SECRETARY GENERAL OF CPA - INTERNATIONAL JOB DESCRIPTION NOTIFICATION FOR THE VACANCY OF THE POST OF SECRETARY GENERAL OF CPA - INTERNATIONAL JOB DESCRIPTION Job title: Reporting to: Secretary-General/Chief Executive Officer (CEO) General Assembly/Executive

More information

Attribute 1: COMMUNICATION

Attribute 1: COMMUNICATION The positive are intended for use as a guide only and are not exhaustive. Not ALL will be applicable to ALL roles within a grade and in some cases may be appropriate to a Attribute 1: COMMUNICATION Level

More information

Disclosure and Barring Service (DBS) Policy for Schools Based Staff

Disclosure and Barring Service (DBS) Policy for Schools Based Staff Working Draft V3 04 February 2013 Disclosure and Barring Service (DBS) Policy for Schools Based Staff 1. Introduction Northamptonshire County Council as a registered body undertakes criminal record disclosure

More information

Direct Marketing Manager

Direct Marketing Manager Direct Marketing Manager Business Unit: Customer Value Reporting to: Head of Marketing Direct Reports: 1x Campaign Specialist, 1x Campaign Executive Date Created: August 2015 Purpose of the position To

More information

Staff DBS Checks and Employing Exoffenders:

Staff DBS Checks and Employing Exoffenders: Staff DBS Checks and Employing Exoffenders: Guide to Policy and Procedures for Managers of Applicants 1 INDEX 1. Introduction 2. Recruiting ex-offenders 3. Disclosure and barring service (DBS) checks procedural

More information

Division. Direct Reports 2/3 digital fundraising officers

Division. Direct Reports 2/3 digital fundraising officers Job Description Job Title Assistant Digital Fundraising Manager Job Band SAME Job Reference UKO52697 Department Individual Giving Direct Marketing Division Fundraising Location UK Office, London Duration

More information

JOB DESCRIPTION. Community Palliative Care Clinical Nurse Specialist

JOB DESCRIPTION. Community Palliative Care Clinical Nurse Specialist JOB DESCRIPTION Post: Band: Responsible to: Accountable to: Community Palliative Care Clinical Nurse Specialist 7 (SAH adapted Agenda for Change) Team Leader Clinical Operational Manager Job Summary Work

More information

Band 7 points 24 28 on the SFC Support Staff Pay Scale

Band 7 points 24 28 on the SFC Support Staff Pay Scale Job Description Post: Salary Grade: Responsible to: Graphic Designer and Photographer Band 7 points 24 28 on the SFC Support Staff Pay Scale Head of Marketing Key Purpose: 1 2 To manage an effective, high

More information

Welcome to the McPin Foundation

Welcome to the McPin Foundation Welcome to the McPin Foundation About us: Thank you for your interest in our organisation and this Senior Researcher position. Our aim is to transform mental health research to place people affected by

More information

JOINT DIRECTOR OF PUBLIC HEALTH JOB DESCRIPTION

JOINT DIRECTOR OF PUBLIC HEALTH JOB DESCRIPTION JOINT DIRECTOR OF PUBLIC HEALTH JOB DESCRIPTION Employing organisation: London Borough Waltham Forest Grade/Salary: 88-98,000 (permanent). Interim Daily Rate 910. Responsible to: Deputy Chief Executive

More information

Job description HR Advisor

Job description HR Advisor Job description HR Advisor Main purpose of job To work closely with colleagues in the HR Business Partner team along with the wider PDO directorate to ensure delivery of a first class, professional and

More information

IMCA (Institute of Management Consultants and Advisers) IMCA is the recognised professional institute for management consultants and business

IMCA (Institute of Management Consultants and Advisers) IMCA is the recognised professional institute for management consultants and business IMCA (Institute of Management Consultants and Advisers) IMCA is the recognised professional institute for management consultants and business advisers in Ireland. Its principal objective is the advancement

More information

DOCTORATE in EDUCATIONAL, CHILD & ADOLESCENT PSYCHOLOGY

DOCTORATE in EDUCATIONAL, CHILD & ADOLESCENT PSYCHOLOGY School of Psychology DOCTORATE in EDUCATIONAL, CHILD & ADOLESCENT PSYCHOLOGY Selection Procedures : A Guide for Applicants Closing date Wednesday, 16 th January 2013 @ 4pm 1 School of Psychology DOCTORATE

More information

Direct Marketing Officer, Regular Giving Acquisition. Assistant Agency Regular Giving Manager, Regular Giving Acquisition

Direct Marketing Officer, Regular Giving Acquisition. Assistant Agency Regular Giving Manager, Regular Giving Acquisition Job Description Job Title Direct Marketing Officer, Regular Giving Acquisition Job Band EP1G Ref UKO Department Individual Giving Direct Marketing Division Fundraising Reporting To Assistant Agency Regular

More information

Services for professional procurement. Be better informed, make better decisions. Trading House Qualification System (THQS) www.achilles.

Services for professional procurement. Be better informed, make better decisions. Trading House Qualification System (THQS) www.achilles. Services for professional procurement. Be better informed, make better decisions. Trading House Qualification System (THQS) www.achilles.com Improving supply chain management Increasing globalisation has

More information

Business, Information, Construction and Engineering. Information Technology Lecturer

Business, Information, Construction and Engineering. Information Technology Lecturer Newcastle College is one of Britain s largest and most successful further education institutions. We are committed to quality and currently provide a wide range of programmes to over 3,000 students. Business,

More information

JOB DESCRIPTION. Grade: 6. Head of Careers, Advice and Guidance. Hours per week: 21.6. Main Purpose of the Role

JOB DESCRIPTION. Grade: 6. Head of Careers, Advice and Guidance. Hours per week: 21.6. Main Purpose of the Role JOB DESCRIPTION Job Title: Careers Advisor Grade: 6 Responsible to: Head of Careers, Advice and Guidance Hours per week: 21.6 Main Purpose of the Role Provide careers education and guidance to customers.

More information

Position Profile Executive Director Skills for Change (SfC)

Position Profile Executive Director Skills for Change (SfC) Position Profile Executive Director Skills for Change (SfC) 1.0 Profile of Skills for Change 1.1 Background Information Since 1982, Skills for Change (SfC) has worked with over 120,000 immigrants and refugees

More information

Appendix 1: Performance Management Guidance

Appendix 1: Performance Management Guidance Appendix 1: Performance Management Guidance The approach to Performance Management as outlined in the Strategy is to be rolled out principally by Heads of Service as part of mainstream service management.

More information

Suite Overview...2. Glossary...8. Functional Map.11. List of Standards..15. Youth Work Standards 16. Signposting to other Standards...

Suite Overview...2. Glossary...8. Functional Map.11. List of Standards..15. Youth Work Standards 16. Signposting to other Standards... LSI YW00 Youth Work National Occupational Standards Introduction Youth Work National Occupational Standards Introduction Contents: Suite Overview...2 Glossary......8 Functional Map.11 List of Standards..15

More information

Assessment plan: Mortgage Adviser

Assessment plan: Mortgage Adviser Assessment plan: Mortgage Adviser ST0182/AP 1. Introduction and Overview Mortgage advice is provided by a number of different types of businesses; direct to consumer through banks & building societies

More information

Shared Approach INVESTORS IN PEOPLE ASSESSMENT REPORT COMMERCIAL IN CONFIDENCE. INVESTORS IN PEOPLE SPECIALIST: Helen Gisbourne

Shared Approach INVESTORS IN PEOPLE ASSESSMENT REPORT COMMERCIAL IN CONFIDENCE. INVESTORS IN PEOPLE SPECIALIST: Helen Gisbourne INVESTORS IN PEOPLE ASSESSMENT REPORT COMMERCIAL IN CONFIDENCE Shared Approach INVESTORS IN PEOPLE SPECIALIST: Helen Gisbourne DATE: 30 th October 2012 Investors in People North of England is delivered

More information

Job Description Job Title: Customer Services Team Prepared by: Mike Brean

Job Description Job Title: Customer Services Team Prepared by: Mike Brean Job Description Job Title: Team Prepared by: Mike Brean Leader Business Unit: Date: 27 March 2009 Purpose of the job: Responsible for the day to day management of a team of customer service officers within

More information

JOB DESCRIPTION. Psychology Team, Medical Team, Therapy Team, Care & Teaching staff, parents & outside agencies; other departments as necessary.

JOB DESCRIPTION. Psychology Team, Medical Team, Therapy Team, Care & Teaching staff, parents & outside agencies; other departments as necessary. JOB DESCRIPTION Job Title: Directorate: Accountable to: Assistant Psychologist Health Directorate Head of Psychology Band: Band 4, Pay Point 12 Hours: Liaise with: 37.5 per week Psychology Team, Medical

More information

J O B S P E C I F I C A T I O N

J O B S P E C I F I C A T I O N APPENDIX 3 J O B S P E C I F I C A T I O N DIRECTORATE: DIVISION/SECTION/UNIT: Information & Business Change UNIT MANAGER: ICT Services Manager POST TITLE: Software Solutions Architect JOB FAMILY & ROLE

More information

Ambulance Victoria Position Description

Ambulance Victoria Position Description Ambulance Victoria Position Description Position Title: Organisational Development Consultant Reports To: Senior Organisational Development Consultant / Manager Organisational Development (as applicable)

More information

LINCOLNSHIRE COUNTY COUNCIL COMPETENCY FRAMEWORK

LINCOLNSHIRE COUNTY COUNCIL COMPETENCY FRAMEWORK LINCOLNSHIRE COUNTY COUNCIL COMPETENCY FRAMEWORK The behaviours, skills and knowledge needed to meet the objectives of the organisation PURPOSE OF THE FRAMEWORK The Framework defines the competencies required

More information

Principal Job Description

Principal Job Description Anfield School Anfield International Kindergarten Anfield International Kindergarten & Nursery Principal Job Description RESPONSIBLE TO: The School Board INTRODUCTION: This job description is based on

More information

Knowle DGE Learning Centre

Knowle DGE Learning Centre Knowle DGE Learning Centre Applicant Information Pack Receptionist Bristol Grade 5 SCP 12-15 27.5 hrs per week term time only: 10,027-10,704 Dear Applicant, Thank you for your interest in the position

More information

ONLINE, DISTANCE AND BLENDED LEARNING

ONLINE, DISTANCE AND BLENDED LEARNING ONLINE, DISTANCE AND BLENDED LEARNING SCHEME DOCUMENT BRITISH ACCREDITATION COUNCIL FOR INDEPENDENT FURTHER AND HIGHER EDUCATION CONTENTS 1. INTRODUCTION...1 2. ELIGIBILITY FOR ACCREDITATION...2 3. ACCREDITATION

More information

Applies from 1 April 2007 Revised April 2008. Core Competence Framework Guidance booklet

Applies from 1 April 2007 Revised April 2008. Core Competence Framework Guidance booklet Applies from 1 April 2007 Revised April 2008 Core Competence Framework Guidance booklet - Core Competence Framework - Core Competence Framework Core Competence Framework Foreword Introduction to competences

More information

Position Description

Position Description Position Description Wesley Disability Services Quality Risk & Compliance Specialist Agreement Signed Quality Risk and Compliance Specialist Signed Executive Manager, Wesley Disability Services Date Date

More information

Code of Practice for Social Service Workers. and. Code of Practice for Employers of Social Service Workers

Code of Practice for Social Service Workers. and. Code of Practice for Employers of Social Service Workers Code of Practice for Social Service Workers and Code of Practice for Employers of Social Service Workers 1 Code of Practice for Social Service Workers Introduction This document contains agreed codes of

More information