Team Leader Job Profile

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1 Team Leader Job Profile About the HCPC The Health and Care Professions Council (HCPC) is the regulator of 16 different health professions, set up to protect the public. To do this, we keep a register of health professionals who meet our standards for their training, professional skills, behaviour and health. The organisation employs around 180 employees, who work in nine departments - Registration; Fitness to Practise; Education; Communications; Policy & Standards; Operations; Human Resources; Finance and IT. About the Registration Department The department is currently made up of approximately 40 members. Head of Registration Heads up the department and is responsible for advising on key strategies and objectives for the department as well as managing the operational teams within the department. Customer Services Managers Lead, manage and coach a Registration Team within the Registration Department. They also ensure that the Registration Department adopts best practice customer service initiatives and that these are sustainable in the long term. Vacancy - Team Leaders Assist the Customer Services Manager with leading, managing and coaching a Registration Team within the department. They also assist the Customer Services Manager with the day-to-day running of a team and deputise for Customer Services Managers in their absence. Registration Advisors Respond to registration enquiries both on the telephone and in person from existing and potential registrants. They provide an effective and efficient data input, payment processing, recording and verification service.

2 Application & Selection Process Applicants for the Team Leader role must complete the HCPC application form in full. Please note: any CVs submitted will not be seen by the panel for the purposes of shortlisting or at an interview. Applicants for the role will be shortlisted by a panel during w/c 28 May Successful candidates will be invited for an interview Thursday 6 June Please try to ensure your availability on the day of the interview, as it may not be possible for the panel to see you at another time. To submit your application form Please visit our website - Download an application form from the links to the right of the page Follow instructions on the form to submit your application Completed applications should be sent to: Alternatively they can be posted to: Human Resources HCPC Park House 184 Kennington Park Road London SE11 4BU Enquiries should be directed to: HR The closing date for applications is Tuesday 28 May 2013 at 09.00am

3 Job Description Team Leader Department: Directorate: Reports To: Salary Band: Registration Operations Customer Services Manager Band D Main Purpose of Job To assist the Customer Services Manager with leading, managing and coaching a Registration Team within the Registrations Department. To support the Customer Services Manager with managing an operational team that covers the processes around registration. Assist the Customer Services Manager with the day-to-day running of a Team within the Registrations Department and to cover for other Team Leaders and deputise for Customer Services Managers in their absence. Position in Organisation Assists with managing and developing a Registrations Team. Liaises with HCPC partners, including (but not limited to) Registrations and CPD Assessors. Covers for other Team Leaders and Customer Services Managers as required. Liaises with all levels of employees particularly Finance, IT, Communications, Fitness to Practise, and HCPC Management. Scope of Job To assist with the day-to-day management of a Registrations team within the Registrations Department.

4 To liaise with colleagues at the HCPC on issues relating to the operation of the HCPC Register. Continuous improvement of Registration processes and strategy development. Support the delivery of HCPC s Customer Service Strategy and be aware of developments in service delivery best practice. Dimensions and limits of Authority Consults with the Customer Services Manager for guidance on any complex issues and refers matters as appropriate. Act as HCPC s spokesperson on registration matters as required. Assist the Customer Services Manager with delivering projects in relation to the fulfilment of the Registrations Department strategy. Skills, Knowledge and Abilities Essential Demonstrated knowledge and understanding in delivering results through a team working in a busy customer service, contact centre or call centre environment (or similar). Demonstrable knowledge and understanding of developing and improving processes within an operational department. The ability to lead, coach and motivate a customer service team to work effectively and consistently to achieve departmental and individual targets and provide a quality customer service to applicants, registrants and other stakeholders. Proven knowledge and understanding of working and contributing to project based environments across multifunctional teams. Knowledge and understanding of handling complaints and complex scenarios. Effective administrative skills including the ability draft correspondence and reports as required. A high level of written English and oral communication skills, including the ability to communicate professionally with customers from all backgrounds using a variety of different communication channels.

5 Sound working knowledge of window based software packages, including word processing, spreadsheets, databases, electronic mail, and the internet. Proven ability to work under pressure and to tight deadlines. Demonstrable knowledge and understanding of working with HR policies and procedures. Desirable An understanding of professional regulation. Duties and Key Responsibilities Your principal duties and key responsibilities will be those set out below. In addition to those duties, HCPC reserves the right to require you to undertake additional or other duties within your capacity as may from time to time be reasonably required and necessary to meet the needs of the HCPC. Management Support the Customer Services Manager with leading, recruiting, managing, coaching and motivating a large team undertaking a range of service delivery processes including identifying training needs analysis and skills development. Contribute to developing and managing procedures to improve efficiency. Assist with the delivery and development of the Registrations Department s service delivery strategy. Monitoring workflow performance and quality against HCPC service standards. Communications To communicate and promote HCPC and increase an understanding of the processes to a range of internal and external audiences. To ensure effective communication channels within the team and to other relevant areas of the business. To motivate the team and deliver agreed operational and customer service targets. To assist with the training and management of a large team of Partners working for the Registration Team, providing support and advice on the registration procedures and legislation.

6 Operational Responsibilities To support the operation of HCPC s Council and Committees by assisting with the preparation of papers as required. Support the Customer Services Manager in ensuring operational procedures for registration are carried out to the agreed HCPC standards in line with business targets and relevant legislation. To be knowledgeable regarding all aspects of the processes, procedures and work of the HCPC and to be familiar with the relevant legislation regarding registration processes. Deputise for Customer Services Managers and other Team Leaders where required. Respond to complaints and deal with complex scenarios. To assist team members with on the job training. To act as a mentor for team members. General To carry out the responsibilities of the post with due r egard to the HCPC's Diversity Policy and t o treat colleagues and other HCPC stakeholders with respect and dignity at all times.

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