Job summary
If you have excellent communication skills, enjoy engaging with stakeholders and clients and are interested in a role that can make a difference, the NHS Business Services Authority (NHSBSA) have the opportunity for you! We are looking for a Stakeholder Engagement and Client Manager to join our Student Services team within the Workforce Directorate.
You will join the Student Services team, leading effective stakeholder and engagement activity across the NHS and external stakeholder environment to promote and build awareness of funding provided by Student Services. You will be responsible for implementing a stakeholder and engagement strategy and plan, aligning with the Communication and Marketing plan for the service and ensuring an effective transition strategy from the current service to a fully digital model. You will need to be motivational, influential, and proactive in seeking opportunities to connect with colleagues.
Location: Hesketh House/Hybrid with national travel as required
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working (we are happy to discuss options such as compressed hours)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts!
- This role is hybrid working - mainly homeworking but will be office based when required.
Main duties of the job
NHSBSA Student Services is recruiting a Stakeholder Engagement and Client Manager to lead the effective stakeholder and engagement activity across the NHS and wider stakeholder environment to promote and build awareness of funding provided by Student Services.
The post holder will lead on implementing a stakeholder and engagement strategy and plan. This will align with the Communication and Marketing plan for Student Services.
The role involves working with the Senior Service Delivery Manager (SSDM) and leading the stakeholder engagement activity to ensure services are delivered and improved in line with customer, client, and other stakeholder requirements. The post holder will build successful relationships with all stakeholders (internal and external) to ensure that an effective transition strategy from the current service to a fully digital model. This will be a key and significant activity over the next 2-3 years to establish the new service.
About us
At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public. You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We're behind these, and much more.
Being one of the UK's Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives. Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We're passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.
We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women's networks help our colleagues to be their authentic selves at work.
At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you're interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.
We are the NHS delivering for the NHS.
Job description
Job responsibilities
In this role, you are accountable for:
- Working to the Head of Operational Services, deputising for them as appropriate and undertaking line management duties as required.
- Full line management responsibility for Operational Trainer and OT support officer.
- Ownership of stakeholder relationships, reporting on engagement information and sharing relevant information with the wider team.
- Keeping in touch with Head of Operational Services and contacts to contribute to business intelligence, inputting changes and knowledge into the wider Student Services team.
- Responsible for developing and implementing the stakeholder and engagement plan including stakeholder mapping. Working closely with the Head of Operational Services and other key NHSBSA colleagues to ensure this strategy is effective and up to date.
- Being a subject matter expert in client engagement and contributing to service training plans on an on-going basis.
- Lead client engagement and business development agenda ensuring consistency with NHSBSA approaches and values.
- Leading stakeholder engagement ensuring all relevant stakeholders are effectively engaged in the service. This includes leading and coordinating stakeholder events at local and national level, developing, and implementing special interest groups in line with needs of the service, representing the service and presenting at national events and acting as lead liaison for stakeholder enquiries.
- Coordinating with the project team responsible for digitisation of all Student Services applications, building on-going links to ensure current service activity is aligned and coordinated with the developing future service.
- Leading the effective transition from current to future service to ensure service users have a positive and successful experience.
- Sharing information and coordinating responses to clients and stakeholders in respect of any queries within agreed timescales.
- Establishing positive relationships by working collaboratively with NHSBSA colleagues, especially those in similar roles across other NHSBSA services to identify best practice and partnership and shared working.
- Working with the Head of Operational Services, support the client engagement agenda ensuring consistency with NHSBSA approaches and values. This includes the negotiation and agreement of Service Level Agreements and Memorandums of understanding.
- Alongside the Head of Operational Services, be accountable for clients for the delivery of client-initiated change. Facilitate any change processes for the client and manage the client/ NHSBSA change interface. Work with the client to achieve a prioritised work programme that reflects their views. Effectively manage the clients expectations about the delivery of the overall programme and the difficulty, cost and time required to deliver individual projects securing resources from the client as required. Where relevant and appropriate, take the lead to deliver directed change.
- Responsible for managing the Stakeholder budget for events and promotional materials
- In partnership with the Head of Operational Services, attend all relevant client-led meetings, committees, sub-groups etc to support the development and implementation of policy and other client requirements.
- Balancing the needs of customers and stakeholders for Student Services, ensuring that the voice of the customer is captured whilst managing expectations of customers and stakeholders.
- Working effectively with the Student Services Senior Management Team, Communications and Marketing teams to help implement the strategy and build the profile of the current service.
- Ensuring that the current service activity is aligned and co-ordinated with the Student Services project team to promote a joined-up stakeholder engagement approach.
- Working with the Head of Operational Services, clients, internal and external stakeholders, and customers to influence and drive innovation and continuous improvement in the delivery and quality of the services. This will involve ensuring the service has excellent relationships with clients and stakeholders to contribute to customer-focused service delivery.
- Continuously assessing the evolving NHS environment and form networks and contacts within the wider/ evolving DHSC/ HEE/ HEIs to gather customer insight and business intelligence. Share this across the service and the wider NHSBSA to add value to strategy development and business planning.
- Working closely with the Head of Operational Services and Customer Insight and Communications Team, take a leading role on client and key stakeholder communications and engagement, ensuring that messages are effectively delivered in a timely and effective manner and that all communication and engagement is undertaken professionally and in accordance with the NHSBSAs values.
- Contribute to the strategic and business planning process to ensure the service continues to meet client and stakeholder requirements.
- Responsible for resolving difficult and contentious issues with clients and other stakeholders.
- Participating in wider organisational activities where own recognised strengths may be utilised (e.g., project management skills).
- Being accountable for your own personal development needs to be fully equipped to meet current and future management and organisational needs.
Job description
Job responsibilities
In this role, you are accountable for:
- Working to the Head of Operational Services, deputising for them as appropriate and undertaking line management duties as required.
- Full line management responsibility for Operational Trainer and OT support officer.
- Ownership of stakeholder relationships, reporting on engagement information and sharing relevant information with the wider team.
- Keeping in touch with Head of Operational Services and contacts to contribute to business intelligence, inputting changes and knowledge into the wider Student Services team.
- Responsible for developing and implementing the stakeholder and engagement plan including stakeholder mapping. Working closely with the Head of Operational Services and other key NHSBSA colleagues to ensure this strategy is effective and up to date.
- Being a subject matter expert in client engagement and contributing to service training plans on an on-going basis.
- Lead client engagement and business development agenda ensuring consistency with NHSBSA approaches and values.
- Leading stakeholder engagement ensuring all relevant stakeholders are effectively engaged in the service. This includes leading and coordinating stakeholder events at local and national level, developing, and implementing special interest groups in line with needs of the service, representing the service and presenting at national events and acting as lead liaison for stakeholder enquiries.
- Coordinating with the project team responsible for digitisation of all Student Services applications, building on-going links to ensure current service activity is aligned and coordinated with the developing future service.
- Leading the effective transition from current to future service to ensure service users have a positive and successful experience.
- Sharing information and coordinating responses to clients and stakeholders in respect of any queries within agreed timescales.
- Establishing positive relationships by working collaboratively with NHSBSA colleagues, especially those in similar roles across other NHSBSA services to identify best practice and partnership and shared working.
- Working with the Head of Operational Services, support the client engagement agenda ensuring consistency with NHSBSA approaches and values. This includes the negotiation and agreement of Service Level Agreements and Memorandums of understanding.
- Alongside the Head of Operational Services, be accountable for clients for the delivery of client-initiated change. Facilitate any change processes for the client and manage the client/ NHSBSA change interface. Work with the client to achieve a prioritised work programme that reflects their views. Effectively manage the clients expectations about the delivery of the overall programme and the difficulty, cost and time required to deliver individual projects securing resources from the client as required. Where relevant and appropriate, take the lead to deliver directed change.
- Responsible for managing the Stakeholder budget for events and promotional materials
- In partnership with the Head of Operational Services, attend all relevant client-led meetings, committees, sub-groups etc to support the development and implementation of policy and other client requirements.
- Balancing the needs of customers and stakeholders for Student Services, ensuring that the voice of the customer is captured whilst managing expectations of customers and stakeholders.
- Working effectively with the Student Services Senior Management Team, Communications and Marketing teams to help implement the strategy and build the profile of the current service.
- Ensuring that the current service activity is aligned and co-ordinated with the Student Services project team to promote a joined-up stakeholder engagement approach.
- Working with the Head of Operational Services, clients, internal and external stakeholders, and customers to influence and drive innovation and continuous improvement in the delivery and quality of the services. This will involve ensuring the service has excellent relationships with clients and stakeholders to contribute to customer-focused service delivery.
- Continuously assessing the evolving NHS environment and form networks and contacts within the wider/ evolving DHSC/ HEE/ HEIs to gather customer insight and business intelligence. Share this across the service and the wider NHSBSA to add value to strategy development and business planning.
- Working closely with the Head of Operational Services and Customer Insight and Communications Team, take a leading role on client and key stakeholder communications and engagement, ensuring that messages are effectively delivered in a timely and effective manner and that all communication and engagement is undertaken professionally and in accordance with the NHSBSAs values.
- Contribute to the strategic and business planning process to ensure the service continues to meet client and stakeholder requirements.
- Responsible for resolving difficult and contentious issues with clients and other stakeholders.
- Participating in wider organisational activities where own recognised strengths may be utilised (e.g., project management skills).
- Being accountable for your own personal development needs to be fully equipped to meet current and future management and organisational needs.
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- oExperience of working with stakeholders and large-scale engagement-comprehensive understanding of accountability to clients and stakeholders
- oExcellent presentation skills needed for presentations to large groups and different audiences
- oGenerate clarity and understanding through effective communications & engagement
- oExcellent verbal and written skills
- oStrategic management and leadership techniques.
- oProven contribution to high level decision making and policy contribution
Desirable
- oKnowledge and experience of wider NHS external environment.
- oUnderstanding of recruitment policies and processes.
- oExperience of large-scale change
- oUnderstanding of GDS methodology
- oKnowledge of Student Services Policy and Schemes
- oUnderstands the importance of personal impact when dealing with stakeholders
Experience
Essential
- oSignificant and relevant stakeholder management experience
- oExperience of client and stakeholder engagement.
- oExperience of building relationships and working in networks
Desirable
- oExperience of projects and change management.
- oExperience of projects / Agile working
- oBudget management experience
Qualifications
Essential
- oDegree or relevant business experience
- oAppropriate relevant management experience
Desirable
- oPost-grad qualification in a relevant subject
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- oExperience of working with stakeholders and large-scale engagement-comprehensive understanding of accountability to clients and stakeholders
- oExcellent presentation skills needed for presentations to large groups and different audiences
- oGenerate clarity and understanding through effective communications & engagement
- oExcellent verbal and written skills
- oStrategic management and leadership techniques.
- oProven contribution to high level decision making and policy contribution
Desirable
- oKnowledge and experience of wider NHS external environment.
- oUnderstanding of recruitment policies and processes.
- oExperience of large-scale change
- oUnderstanding of GDS methodology
- oKnowledge of Student Services Policy and Schemes
- oUnderstands the importance of personal impact when dealing with stakeholders
Experience
Essential
- oSignificant and relevant stakeholder management experience
- oExperience of client and stakeholder engagement.
- oExperience of building relationships and working in networks
Desirable
- oExperience of projects and change management.
- oExperience of projects / Agile working
- oBudget management experience
Qualifications
Essential
- oDegree or relevant business experience
- oAppropriate relevant management experience
Desirable
- oPost-grad qualification in a relevant subject
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).