Total 75 contract manager job vacancies in Customer Service category in Bangsar South

Job Description:

• Directly report to the Section Head of the Contact Centre Department (CCD) on the overall operation of the Contact Centre.
• Review operation performance & provide new action/planning on a monthly & yearly basis.
• Ensure the operation complies with internal policy and guidelines as well as BNM requirements.
• Ensure staffs meet individual KRA and contribute to the department’s overall KRA.
• Manage, review, and take corrective action as per PDCA (Plan, Do, Check, Action) cycle with respect to the performance and operation of the Section.
• Develop and execute training modules for credit assessment and look into staff training and development.
• Recruit, train & supervise subordinates in multitasking operations & flexible working hours/days.
• Report on operation performance.
• Identify operation constraints & possible action plans.
• Career development for staff.
• Feedback/Complaint management.

 

Requirement: 

• Possess at least Bachelor's Degree or equivalent professional qualification.
• Minimum 5 years of direct experience in Contact Centre operation with at least 3 years experience in Management level exposure.
• Candidates from Financial Service/Banking sector background will be added advantage. 
• Leadership characteristics and excellent interpersonal skills.
• Fluent communication skills in English and Malay.
• Strong analytical skills and ability to work under pressure.
• Manage to work in a team environment.
• The successful candidate will be based at the Bangsar office.

Perks & Benefits

• Nearby public transport
• Central location
• Casual dress code
• Medical insurance
• Personal leave

Posted: 23/04/2024

Closing Date: 06/05/2024

Job Type: Permanent - Full Time

Location: Bunbury

Job Category: Community Services and Development

Job Description

As an integral part of our 2024-2028 Strategic Vision, the Service Manager at Step-Up Step-Down will contribute to Richmond Wellbeings vision of being a Leader in Transformative Services.  At Richmond Wellbeing we are committed to delivering safe, high-quality, best-practice mental health services that make a difference to peoples lives through our passionate, expert teams.
About the Role
As a Service Manager, you will lead a team to deliver exceptional services to residents at our Step-Up Step-Down (SUSD) residential site in partnership with WA Country Health Service and Cyrenian House.
You will ensure compliance with regulations, manage budgets, develop staff, and foster a culture of excellence and

... Click here to view more detail / apply for Service Manager

Position Description


We have an exciting opportunity in our Dandenong office with our Foster care team!
As a Case Manager in our foster care team you will work from a bright modern office space . Your role will be the effective case management of foster care placements delivering on the permanency objective to provide safe stable care for clients.  The purpose of the position is to improve outcomes for children and young people by delivering services and program outcomes through the support, supervision, and development of clients in the Foster Care program.
Working as part of a large team OzChild are looking for someone who wants to produce better outcomes for foster children and carers, supporting improvement in processes and achievement of client and carer outcomes.
Please visit our website for further information on who we are,
... Click here to view more detail / apply for Foster Care Case Manager

Customer Service Manager

Location - South Lanarkshire
Salary - £37k - £45k

My client is looking for an experienced Customer Service Manager to join their Global business to lead and grow the team as they take their customers through the best journey.

You will work as part of my client's senior leadership team, developing and growing current solutions to help build the team to the best of its ability!

If you have a minimum of 5 years within a contact centre managerial position then this opportunity is not to be missed!

For further information, please apply below and I will call you ASAP with more information…

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

Job Summary

To provide leadership for the nursing and care teams and support the development and delivery of consistently high quality clinical and care services for residents with complex health and social care needs.

Overall responsibilities:


Comply with the clinical governance framework and all activities related to it. This includes participation in the clinical audit programme
Provide leadership and support for the care team and act as a champion for residents’ safety and dignity.
To maintain skills and knowledge and ensure that care is delivered according to latest guidelines and best practice evidence available.
Develop monitoring and reporting systems which promote the delivery of safe, effective and high quality services.
Ensure that clear and accurate records and communication systems relating to clinical and care delivery are maintained and effectively used by colleagues.
Act as a role model for good care governance practice.


Key Responsibilities


Provide leadership and support for clinical and care colleagues and act as a champion for resident’s safety and dignity
Work with the home manager to formulate strategies for service development or changes in service provision and support implementation
Provide effective leadership and support for the care team within the home.
Supervise the care team on a day to day basis and through formal supervision.
Act as a mentor for new colleagues joining the care team or for those who require specific support to develop skills or knowledge.
Liaise with GPs and other health professionals to ensure that residents receive the medical and clinical support they require.
Demand high quality service delivery focused on residents individually assessed needs.
Act within Care UK’s Admission & Discharge Policy
To maintain skills and knowledge and ensure that care is delivered according to latest guidelines and best practice evidence available
Maintain skills and keep up to date with clinical developments and best practice in areas relevant to care delivery in the home.
Ensure that colleagues have undertaken training appropriate to their roll and that learning is transferred into practice.
Monitor delivery of care, including infection prevention and control procedures, e.g. wound care, catheter management; and ensure high standards are maintained.
Develop links with local nurse specialists and teams e.g. continence nurse, tissue viability nurse, falls service etc. and ensure that residents are referred according to local procedures and protocols.
Provide support in relation to medicines management and be able to assess colleague’s competency to manage medication.
Act at all times within your own skills and competence.




Develop monitoring and reporting systems which promote the delivery of safe, effective and high quality services


Collate performance information required for the monthly management and other reports as required by the home manager.
Undertake clinical audits as required by the home manager and clinical and care governance. Ensure action plans are fully implemented.
Review accidents and incidents and ensure that lessons learnt are translated into practice. Conduct investigations as directed by the home manager, following an accident, incident or complaint.
Ensure high standard of record keeping are maintained in accordance with company requirements.
Review compliance with the Health and Social Care Act (2008) and Essential Standards of Quality and Safety (2010) and ensure that any requirements and recommendations made following a CQC review are actioned appropriately.
Ensure that clinical equipment is maintained in a safe, clean and fully functional state and that colleagues are competent and confident to use it.
Report areas of concern to the home manager and agree appropriate action to be taken.




Ensure that clear and accurate records and communication systems relating to care delivery are maintained and effectively used by colleagues


Ensure colleagues are aware of company policies and procedures and that these are incorporated into practice.
Ensure effective and clearly documented handover systems are in place and that they facilitate the effective transfer of information between colleagues.
Ensure that notifications are completed and sent to CQC, in accordance with regulatory requirements and that all accidents and incidents are reported, recorded and investigated in line with company policy.
Ensure that all colleagues are aware of safeguarding vulnerable adults procedures and that these are implemented within the home.
Organise team meetings and ensure that minutes are taken and disseminated.
Provide information to residents and relatives in relation to care delivery, being mindful of data protection and Caldicott requirements.




Act as a role model for good care governance practice


Act at all times within own competence and knowledge.
Report any concerns regarding poor performance or unsafe practice via line management.
Intervene immediately in situations where there is significant risk to residents.
Assist the home manager to meet all relevant regulatory, contract and good practice standards.
Maintaining necessary residents confidentiality; at all times being mindful of Caldicott requirements.




Safeguarding of Vulnerable Adults / Mental Capacity Act

To complete training on Safeguarding of Vulnerable Adults and the Mental Capacity Act and be able to understand and implement SVA and MHA policies and procedures taking responsibility for reporting any safeguarding concerns to the senior person on duty or on-call RD



Health and Safety

As an employee of Care UK, the post holder has a duty under the Health and Safety at Work Act 1974, to:


Take reasonable care of the health and safety of themselves and all other persons who may be affected by their acts or omissions at work.
Co-operate with their employer to ensure compliance with Health and Safety legislation and the Health and Safety policies and procedures of the organisation, not intentionally or recklessly interfere with, or misuse, anything provided in the interests of health, safety, or welfare, in pursuance of any of the relevant statutory provisions.
To ensure that adequate measures are taken to protect the health and safety of all colleagues including the maintenance and upkeep of a safe environment.


Data Protection

The post holder must at all times respect the confidentiality of information in line with the requirements of the Data Protection Act 2018 and the company’s ISO27001 accreditation. This includes, if required to do so, obtain, process and/or use information held on a computer in a fair and lawful way, to hold data only for the specified registered purposes and to use or disclose data only to authorised persons or organisations as instructed.

Your new company
Working for a group of companies with a strong focus on security across the world. Providing sector specific technology to provide tailored solutions.

Your new role
Responsible for managing the IT support teams, including infrastructure engineers and service desk professionals to deliver excellent technical services.

What you'll need to succeed

• A strong understanding of operating in an ITIL environment with excellent networking experience alongside support for Microsoft solutions.
• Capable with network deployments (preferably Cisco)
• Experience with managing teams to ensure KPI's and SLA's are achieved and exceeded.
• Able to share your expert knowledge with the wider team to develop an effective service.
• Firewall deployment, particularly SD-WAN solutions.
• Strong understanding of Cybersecurity to maintain system integrity.
• Delivering end-user support to a range of desktop, mobile and software applications.

What you'll get in return

• Salary of up to £60,000 DOE
• Elements of Hybrid/Flex provided Core hours are covered.
• Chance to improve your knowledge and personal development.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

15th April, 2024 What's the Role?Within the medium sized Residential Aged Care Facility located in Bunbury the Care Manager is responsible for the ensuring compliance with regulations and quality standards and providing leadership to the healthcare team.The Responsibilities and Duties: Implementing and maintaining a person-centred care model to enhance resident wellness and engagement. Ensuring compliance with legislative requirements and upholding Aged Care Quality Standards. Optimising AN-ACC funding for efficient financial support. Providing professional leadership to clinical and allied health team members, developing care plans, monitoring care quality, and fostering effective communication with residents, families, and stakeholders. The Successful Candidate: Tertiary qualification in Nursing with AHPRA Registration Prior experience in a similar role  Familiarity with Aged Care Quality Standards and relevant legislation The ability cultivate meaningful connections with residents, staff, and families.     Benefits included:  Competitive salary package Relocation assistance if needed Large Company with growth & Development  4 weeks annual leave per year!  Other…

Click here to view more detail / apply for Care Manager

Company Overview:

Our Client is a leading name in the cryptocurrency exchange sector, is committed to delivering superior customer experiences through innovative technology and unparalleled support. As they continue to grow, we are looking for a dedicated Customer Support Manager who understands the dynamic nature of the digital finance.

Role Overview:

The Customer Support Manager will play a crucial role in shaping the customer support department, acting as the first point of contact for customers and representing the company's values and commitment to service excellence. This position demands a professional with a deep understanding of the cryptocurrency industry, compliance protocols, and outstanding managerial and customer relationship skills.

Key Responsibilities:

• Oversee the customer support team, providing leadership and guidance to ensure high-quality service delivery across all communication channels (live chat, phone, email).
• Recruit, train, and manage a small team, fostering a culture of excellence and continuous improvement.
• Serve as the primary liaison between the company and its clients, ensuring a smooth onboarding process and efficient resolution of inquiries and issues.
• Drive the closure of client queries and transactions, ensuring satisfaction and loyalty.
• Demonstrate excellent multitasking abilities, managing multiple communication platforms and tasks simultaneously.
• Uphold and enhance compliance protocol knowledge within the team.
• Engage in occasional in-person meetings, maintaining a presentable and professional demeanor at all times.

• Proven experience in the cryptocurrency, blockchain, or fintech industries, with a strong grasp of industry-specific onboarding processes and flow.
• Exceptional leadership skills, with experience managing a team of at least 3 individuals.
• Demonstrated excellence in customer service and relationship management.
• Outstanding communication skills, both verbal and written, with the ability to multitask effectively.

• Must be highly organized, detail-oriented, and capable of working under pressure in a fast-paced environment.

• Competitive salary and benefits package.

• Opportunity to work in a dynamic, fast-growing industry.
• Professional development and career growth opportunities.
• Flexible work arrangement with a blend of in-office and remote work.

If a genuine job seeker, please ensure a resume is attached (not just a Workforce Australia profile) as without a resume we are unable to contact you.
The purpose of a Home Care Packages Case Manager will be to provide support, maintain accurate documentation and coordinate internal and external home care services for clients who have been allocated Home Care Packages.

Case Management

Support and facilitate the provision of the allocated Consumer Directed Care packages via the accurate completion and lodgement of documents.
Develop and document a strengths based care plan with the client and their carer/representative to implement services which will met their individual needs.
Provide regular review meetings according to policy and procedures, which involve the care recipient, family, carers and community service providers including the client’s GP and other appropriate personnel, making modifications to the care plan as required.
Ensuring that accurate information and advice is provided to residents, service users, staff, the Coordinator, Allied Health and In Home Support, Director, Community Services and other agencies
Support the ongoing access to Consumer Directed Care by working, in consultation with the consumer, the establishment of a budget and associated care plan.
Provide ongoing case management for up to 60 Home Care Packages (HCP).
Monthly budgets are finalised and made available to all recipients of a Commonwealth funded Home Care Package.
Generation of HCP monthly activity reports via the client management system (Etools/Carelink+).
Maintain working knowledge and practice of Aged Care Commission Standards in all aspects of case management..
Liaise with the Service Coordination team to provide consumers with client focussed care, including accurate information of consumer needs for service delivery.
Receive new client applications through internal or external referrals.
Contact new clients to arrange an appropriate and convenient time to visit, and provide the client with the appropriate, relevant and applicable documents in accordance with company policy, including client agreements, care plans and fire safety plans, and ensuring all documents have been thoroughly completed.

Qualifications, Key Skills and Abilities

Minimum Certificate III in Aged Care / Individual Support or equivalent experience in similar role
Passion for supporting individuals and families
Commitment to organisational excellence
Strong verbal and written communication skills
Ability to develop rapport with internal and external stakeholders
Effective time management
Ability to manage competing priorities
A good command of the MS Office suite

.

Right to Work

The above position is open only to applicants who have a current right to work in Australia. Applicants who do not have a current right to work In Australia will unfortunately not be considered and are respectfully asked not to apply.

Assistant Store Manager rebel Sport is calling! We are a passionate team looking for a strong leader to work with the management team to continue to drive our success. Our Assistant Store Managers are known internally as Customer Service Managers. They are leaders in guiding team members to attain excellence in customer service and sales. They have impeccable attention to detail and are motivated to ensure operational and service standards are consistently achieved. About you You are an experienced retail people leader who is confident setting goals and targets with your team and managing their success on a regular basis You have a strong understanding of visual merchandising of fashion/apparel and can work with the team to ensure the store is always well presented, tidy and engaging for customers You model exceptional customer service and can coach a team to deliver the same You have the ability to resolve complaints and queries in a professional? Click here to view more detail / apply for Customer Service Manager rebel Warrnambool

DECATHLON AUSTRALIA IS LOOKING FOR YOU

Decathlon is an international sporting goods company in over 55 countries worldwide. We are looking for passionate sports lovers in Australia to join our start-up team. Each new teammate will help us serve our purpose each day; ‘Making sport accessible. We started our Australian activity in 2016 with our online business, and we now have 5 large stores and growing network of small format Decathlon Connect stores across Melbourne and Sydney. We are currently recruiting for a Country Leader & CEO for Decathlon Australia.. Find out more at www.decathlon.com.au.


CUSTOMER SERVICE MANAGER

The Customer Service Manager oversees the customer service function. They are responsible for ensuring we manage and meet the customer service demand by resource planning, improve overall customer satisfaction, be a true Decathlon ambassador and improve the overall economic results for their perimeter.

The Customer Service Manager collaborates with Store Leaders and other key stakeholders to deliver exceptional customer experience and has an active role in advocating for customer satisfaction. This role is permanent, full time position.


KEY DELIVERABLES

Serve as the Customer Satisfaction Leader always putting the customer experience first
Develop, plan and implement strategies to improve customer satisfaction and customer experience on all of the Decathlon channels
Participate in the development and execution of strategic and tactical business plans with other members of the cross functional team supporting the customer satisfaction strategy
Track and measure all key performance indicators weekly and monthly, and take corrective action based on data analysis and customer feedback
Lead a team of customer happiness officers and taking full ownership of recruitment, training and management of the team
Organise priorities by adapting to the current volume of customers, enquiries and ongoing issues
Determining customer service requirements by conducting surveys, assessing and categorising customer feedback and continuously analysing data to set stronger benchmarks and frames for best practice


KEY SKILLS

Proven team management and leadership skills
Strong Customer service and influencing skills
Able to recruit, induct and train their own team autonomously
Ability to multitask and manage multiple projects and priorities simultaneously
Demonstrated strong business acumen and decision-making skills; ability to identify, prioritise, and articulate highest impact initiatives.
Outstanding analytical skills
Solutions-oriented and able to identify opportunities to improve customer experience
Prior strong retail experience highly preferred
Candidate should have minimum 2 years of experience in a similar role

WHAT YOU NEED TO SUCCEED - WHO YOU ARE
You are an active sports person passionate about Sport; it is part of your life!
You will take the initiative in a start-up environment
You love business and are results-focused
You are a doer, not afraid to be hands on where needed
You have superior collaboration skills
You have international experience working with multinational teams in matrix environment
You have proven experience and success in a similar position

Salary Range: $70,000 - $90,000
Location: Melbourne

Please send your application with a resume and a cover letter to reetta.kurvinen@decathlon.com by 10th of May, 2024.

At Aussie Broadband, we're on a mission to change the game.Join us as a Customer Solutions Project Manager, where you'll collaborate with key stakeholders at all levels, overseeing project planning, end-to-end delivery coordination, and enhancing seamless customer experiences. This role focuses on new projects within the Cloud space and network.This is a permanent full-time, hybrid position. Ready to be part of the change?At Aussie Broadband we believe difference is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud Equal Opportunity Employer, supporting and celebrating difference is just one way that we demonstrate our value of ‘Be good to people’ everyday. Join us as we continue to grow and make a mark as the 5th largest telco in Australia!Why work for Aussie? Founded in regional Victoria almost 20 years ago, we…

Click here to view more detail / apply for Customer Solutions Project Manager

We are at the heart of every place that matters. As a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. Our work is IMPORTANT. YOU are important. We provide our people with the tools to shape their careers for growth. With around 16,000 employees worldwide, EVERY team member contributes to our mission and can make a positive difference. By working as one global team, we continue growing the business, growing together, and growing ourselves. Build your career with us! Service Sales Account Manager Hallam, VIC, AU, 3803 Mar 27, 2024 THIS OPENS THE DOOR TO YOUR FUTURE: YOUR SKILLS & THE TASKS You will represent dormakaba Service within Victoria, developing and maintaining client relationships, whilst partnering with internal stakeholders to achieve results. You will demonstrate confidence in your abilities, be open to challenging the norm, and…

Click here to view more detail / apply for Service Sales Account Manager

The Deputy Service Manager (DSM) will support the Service Manager in the effective delivery of the service in accordance with agreed objectives, targets, quality standards, controls and resource constraints. The DSM will be responsible for the day to-day running of the service and lead on delivery against all key performance areas including finance, access targets and productivity, as well as improvement projects and service developments. The DSM will provide line management for a busy administrative team, and support management of junior doctors across the division.
• Operational Performance Management
• Management and Leadership
• Quality, Risk and Governance
• Financial Management
• Strategy, change and service improvement

Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best known hospitals – Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield – as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.

We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services.

Royal Brompton and Harefield hospitals joined Guy’s and St Thomas’ in February 2021 and is the largest specialist heart and lung centre in the UK and among the largest in Europe. We provide treatment for people with heart and lung disease, including rare and complex conditions, offering some of the most sophisticated treatment that is available anywhere in the world.

Our integrated approach to caring for patients from before birth, through childhood, adolescence and into adulthood and old age has been replicated around the world and has gained Royal Brompton and Harefield an international reputation as a leader in heart and lung diagnosis, treatment and research.

We strive to recruit and retain the best staff as the dedication and skills of our employees lie at the heart of our organisation and ensure that our services are of the highest quality, safe and focused on our patients.

Operational Performance Management


• Plan and oversee the day to day organisation of all administrative staff within the department, this will require working autonomously to understand and drive operating targets, budget controls, and relevant HR management.
• Plan and organise the administrative service within the department, setting the goals of the administrative service in order to fit in with the demands of the consultant’s timetables.
• Develop and write policies and standardised procedures within own work area.
• Ensure effective processes and procedures are in place to monitor and track performance against agreed targets within the service.
• Ensure that effective systems are in place to maintain service delivery in the event of staff absences
• Exercise delegated authority on behalf of the Service Manager, Clinical leads and Matrons to resolve day-to-day management issues within the service, organising and reallocating work where situations change due to variations to the work load and staffing availability.
• Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing and booking systems are effectively managed.
• Manage the analysis of data so the senior management team have access to timely and accurate information on all key performance indicators.
• Develop thorough understanding of all areas within the department including management of pathways and the use of clinical IT systems.
• Deputise for the Service Manager when required at departmental, internal Trust and external meetings.
• Responsible for resolution of day-to-day performance issues.
• Assist the Service Manager with day-to-day administrative tasks to support the clinical team, including leave management and rotas.
• Arrange and plan certain key meetings, taking accurate minutes when required.
• Support the management team by preparing presentations.
• Deal with telephone calls relating to the service, ensuring that patients and relatives are communicated with sensitively and effectively and issues are dealt with promptly and efficiently.
• Liaise with other departments and members of the Trust to support the smooth running and functioning of the department/service.


Management and Leadership


• Day to day managerial responsibility for all administrative and clerical staff supporting the service.
• Set objectives and review performance of service staff, identifying individual training and development needs and promote continued personal and professional development.
• Manage annual leave, sickness, disciplinary and performance issues in line with Trust policies and the effective delivery of service.
• Ensure all staff comply with relevant Trust policies and procedures.
• Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery.
• Recruit and locally induct A&C staff in line with Trust policies and procedures.
• Oversee medical rotas at both junior and consultant level.

Quality, Risk and Governance


• Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of the administrative service.
• Support the monitoring of compliance with internal and external governance and best practice requirements with the medical secretarial services.
• Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the Service.
• Delegated authority to undertake complaint investigation where appropriate.
• Delegated authority to resolve PALS issues and implement outcomes of root cause analyses, serious incident investigations and PALS issues.
Financial Management
• Manage the performance of the administrative support teams to ensure that the service meets its financial and operating targets.
• Manage the service budget, ensuring that expenditure is within agreed limits and escalating issues to the Service Manager.
• Lead delegated projects for the Service/Directorate to contribute to the achievement of cost improvement programmes.
• Ensure compliance with Trust standing financial instructions.
Strategy, change and service improvement
• Responsible for the design and implementation of audits in collaboration with the Service Manager.
• Undertake specific service improvement actions under supervision of the Service Manager.
• Support the delivery of agreed change and service improvement projects and initiatives.
• Provide support in the development and implementation of R&D education and training programmes within the Service.

Financial Management


• Manage the performance of the administrative support teams to ensure that the service meets its financial and operating targets.
• Manage the service budget, ensuring that expenditure is within agreed limits and escalating issues to the Service Manager.
• Lead delegated projects for the Service/Directorate to contribute to the achievement of cost improvement programmes.
• Ensure compliance with Trust standing financial instructions.



Strategy, change and service improvement


• Responsible for the design and implementation of audits in collaboration with the Service Manager.
• Undertake specific service improvement actions under supervision of the Service Manager.
• Support the delivery of agreed change and service improvement projects and initiatives.
• Provide support in the development and implementation of R&D education and training programmes within the Service.


This advert closes on Thursday 4 Apr 2024

Operational Performance Management Plan and oversee the day to day organisation of all administrative staff within the department, this will require working autonomously to understand and drive operating targets, budget controls, and relevant HR management. Plan and organise the administrative service within the department, setting the goals of the administrative service in order to fit in with the demands of the consultants timetables. Develop and write policies and standardised procedures within own work area. Ensure effective processes and procedures are in place to monitor and track performance against agreed targets within the service. Ensure that effective systems are in place to maintain service delivery in the event of staff absences Exercise delegated authority on behalf of the Service Manager, Clinical leads and Matrons to resolve day-to-day management issues within the service, organising and reallocating work where situations change due to variations to the work load and staffing availability. Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing and booking systems are effectively managed. Manage the analysis of data so the senior management team have access to timely and accurate information on all key performance indicators. Develop thorough understanding of all areas within the department including management of pathways and the use of clinical IT systems. Deputise for the Service Manager when required at departmental, internal Trust and external meetings. Responsible for resolution of day-to-day performance issues. Assist the Service Manager with day-to-day administrative tasks to support the clinical team, including leave management and rotas. Arrange and plan certain key meetings, taking accurate minutes when required. Support the management team by preparing presentations. Deal with telephone calls relating to the service, ensuring that patients and relatives are communicated with sensitively and effectively and issues are dealt with promptly and efficiently. Liaise with other departments and members of the Trust to support the smooth running and functioning of the department/service. Management and Leadership Day to day managerial responsibility for all administrative and clerical staff supporting the service. Set objectives and review performance of service staff, identifying individual training and development needs and promote continued personal and professional development. Manage annual leave, sickness, disciplinary and performance issues in line with Trust policies and the effective delivery of service. Ensure all staff comply with relevant Trust policies and procedures. Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery. Recruit and locally induct A&C staff in line with Trust policies and procedures. Oversee medical rotas at both junior and consultant level.Quality, Risk and Governance Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of the administrative service. Support the monitoring of compliance with internal and external governance and best practice requirements with the medical secretarial services. Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the Service. Delegated authority to undertake complaint investigation where appropriate. Delegated authority to resolve PALS issues and implement outcomes of root cause analyses, serious incident investigations and PALS issues.Financial Management Manage the performance of the administrative support teams to ensure that the service meets its financial and operating targets. Manage the service budget, ensuring that expenditure is within agreed limits and escalating issues to the Service Manager. Lead delegated projects for the Service/Directorate to contribute to the achievement of cost improvement programmes. Ensure compliance with Trust standing financial instructions.Strategy, change and service improvement Responsible for the design and implementation of audits in collaboration with the Service Manager. Undertake specific service improvement actions under supervision of the Service Manager. Support the delivery of agreed change and service improvement projects and initiatives. Provide support in the development and implementation of R&D education and training programmes within the Service. Financial Management Manage the performance of the administrative support teams to ensure that the service meets its financial and operating targets. Manage the service budget, ensuring that expenditure is within agreed limits and escalating issues to the Service Manager. Lead delegated projects for the Service/Directorate to contribute to the achievement of cost improvement programmes. Ensure compliance with Trust standing financial instructions. Strategy, change and service improvement Responsible for the design and implementation of audits in collaboration with the Service Manager. Undertake specific service improvement actions under supervision of the Service Manager. Support the delivery of agreed change and service improvement projects and initiatives. Provide support in the development and implementation of R&D education and training programmes within the Service.