111 People Manager

Job description

Job responsibilities

JOB RESPONSIBILTIES:

Employment Law:

What we do is based upon Law.

We will expect you to have a working understanding of how what we do in practice is impacted by the law. This role requires you to support implementation of legal issues, development of the law into pragmatic practice and to work with policies, processes, and legislation as our framework.

To ensure that terms and conditions are maintained, supports the foundation of a colleagues experience with us.

To ensure that continuous quality improvements are identified and implemented in line with various legalities.

To support the growth of the business, if necessary, through the TUPE process.

Internal Relationships:

We want our 111 team to have as good an experience as possible. This is a difficult service due to the volume and intensity of the calls. Supporting a positive experience is really important to us.

Creating relationships is vital for you to succeed in this role. Understanding the different challenges that our call handlers face, and their individual needs is crucial. You will bring an excellent level of empathy.

It is important to recognise that we sometimes have challenging individuals and behaviours to manage. You will use your experience of working with people to seek to understand, advise and support.

To support managers in the disciplinary and grievance procedures and become actively involved in the process when appropriate and necessary. To ask questions of the data presented for the benefit of an assured and complete process.

To ensure that rapport is built quickly to gain trust and create effective lines of communication that then become established with all managers and colleagues.

To support the 111 Operational Management team; Operational Manager and Specialists with colleagues attendance

Support in the management of HR related budgets

Attend and proactively contribute to IG, CQC and peer meetings.

Be innovative in approach to people and business needs and to have common sense solutions.

Ability to aim to deliver high colleague satisfaction. Desire to improve peoples experience.

External relationships:

To ensure peoples records and correspondence are up to date and appropriately managed.

To link into and utilise advisory services and external guidance as required.

To be active in seeking new opportunities for the benefit of the team

Change management:

To be a key part of the change management process through communication to support change throughout its journey at all different times.

Support shaping of the role of 111 People Manager

Development:

To seek to improve and develop the team and its functions to be prepared for future growth.

To actively seek to personally develop to support growth and add value to self and the wider teams and organisations.

Job Description:

This Job Description will be periodically reviewed in the light of developing work requirements. The successful candidate will be a part of updating this to keep the role current and fresh.

The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staffto share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

Disability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy

This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. This will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Person Specification

Qualifications

Essential

• A people centred qualification or proven learning experience

Desirable

• 5 GCSEs A* - C including English Language or equivalent experience.
• CIPD Qualification Highly desirable

Experience

Essential

• A passion to work closely with people every day.
• Belief that people are at the heart and soul of all we do.
• Proven ability of tough decision-making practices
• Enthusiasm and positivity for people management
• Demonstrated understanding of interpersonal skills, empathy and effective communication.
• The knack that suggest somethings not right here and ability to explore that
• Experience of working autonomously and on own initiative

Desirable

• Experience of writing policies and procedures.
• Experience of managing a budget
• Information Governance understanding and awareness.
• Understanding of employment law

Skills, Knowledge & Competencies

Essential

• Leadership with negotiation and influencing skills.
• Ability to organise own workload.
• Excellent communication skills (verbal and written)
• Proficient IT skills

Desirable

• Finance skills
• TUPE related knowledge and practice

Specific Job Requirements

Essential

• Ability to deal with fast moving situations.
• Ability to cope with pressure of workload.
• Calmness under pressure & when supporting sometimes unhappy situations.
• Resilience
• Emotional self-awareness
• Ability to be super responsive in times of need.

Desirable

• Car Driver

Other

Essential

• Approachability
• Self-motivation
• Desire to succeed.
• Ambition
• To make a difference positively in the experience of others

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

FCMS

Address

Newfield House

Vicarage Lane

Blackpool

Lancashire

FY4 4EW

Employer's website

http://www.fcms-nw.co.uk/ (Opens in a new tab)