PROGRESS HOUSING GROUP JOB DESCRIPTION. Progress Lifeline Department Manager

Transcription

1 PROGRSS HOUSING GROUP JOB SCRIPTION Post Title: Administration Team Leader Grade: 5 epartment: Progress Lifeline Location: Sumner House Responsible to: Progress Lifeline epartment Manager Job Summary The Administration team leader is responsible for the effective management of the administration team and the smooth running of systems and functions within Progress Lifeline. uties and Responsibilities TASKS SPCIFIC TO TH POST 1. Recruitment and selection of administration team in liaison with the Progress Lifeline epartment Manager. 2. nsure that there is adequate cover for the administration team during agreed office cover hours 3. Administer time sheets, sickness reports and annual leave requests for the administration team 4. Coordinate induction training in conjunction with the Quality and Training Coordinator for new and existing staff. 5. Supervise and monitor work produced by the administration team and liaise with the Quality and Training Coordinator regarding team training requirements. 6. Participate in training with other teams and external agencies for the benefit of the Progress Lifeline service. 7. nsure that the invoicing process is carried out according to the Progress Lifeline and Telecare procedure including all external contracts. 8. Update and review the invoicing procedure in conjunction with the Progress Lifeline Invoicing Officer when changes are made. 9. Monitor the invoicing process to ensure that it is managed accurately and reconciliation is carried out in a timely manner. 10. Responsible for the stock management of new Progress Lifeline and Telecare equipment including ordering, delivery and storage.

2 11. Manage scheduling for the collection of equipment that is no longer required in a timely and efficient manner. 12. Manage the staff responsible for the collection, cleaning and reprogramming of the collected equipment in readiness for re-utilisation. 13. Prepare and compile statistical information required for internal reports and external agencies. 14. Produce and analyse regular reports to demonstrate the achievement of service levels and monitoring of work flows within the team. 15. Participate in quality monitoring of the Progress Lifeline service to ensure quality standards are achieved. 16. evelop new procedures as required and communicate them to the administration team. 17. Work to the departmental objectives and team targets and effectively manage work load and resource within the team to achieve service standards and targets. 18. Assist the Progress Lifeline epartment Manager with TSA audit preparation and provide support during the annual inspection. 19. Manage and supervise the creation of database records for new and existing Lifeline and Telecare customers. 20. Coordinate data cleansing activities ensuring that the information for Progress Lifeline customers is up-to-date and available. 21. Investigate customer complaints and provide resolution of stage 1 formal and informal complaint. MANAGRIAL/SUPRVISORY 1. Hold regular supervision with all direct reports ensuring that all staff meets their personal performance targets and training plans. 2. Assist with cover whenever necessary 3. Monitor sickness absence and take necessary action if required 4. Be the first point of contact as required in the Lone Working Policy for any member of the Administration team who works on site e.g. Collections Operative

3 Corporate Responsibilities 1. Work in line with the Group s core values 2. Participate in the Group s Personal Review and evelopment Plan (PRP) process. 3. Comply with the Group s qual Opportunities, Customer Care and Health and Safety policies. 4. Undertake any additional learning and development considered relevant to the performance of the duties of this post and in furtherance of the Group s objectives. 5. Adopt a corporate, coordinated and co-operative approach to working. 6. Any other duties to reflect the changing workloads and priorities within the department. Special Conditions A car should be available for work purposes for which a mileage allowance is payable. The post holder will be required to liaise with other team leaders of the Progress Lifeline department in taking periods of annual leave in order to ensure adequate cover for the service is provided. To ensure that the Administration service has cover for the period 9am to 5pm including lunch times. To provide cover for any staff within the administration team, including collections and stock control staff, when necessary. Signature: ate:

4 PROGRSS HOUSING GROUP PRSON SPCIFICATION Post Title: epartment: Administration Team Leader Progress Lifeline CRITRIA SSNTIAL/ SIRABL MTHO OF ASSSSMNT QUALIFICATIONS 1. GCS O Level or equivalent in Maths and nglish Application Form /Interview BACKGROUN KNOWLG AN ABILITIS 1. Ability to manage, lead and motivate staff 2. xperience of working with customers and members of the public over the telephone and in person 3. xperience of working in a call centre environment, preferably emergency response 4. An understanding of the importance of adhering to and monitoring service standards 5. Computer literate (Word, excel, Outlook, file management) 6. An ability to write clear comprehensive procedures 7. An ability to produce and analyse reports 8. An ability to work as part of a larger team 9. Customer focused with the ability to deal sympathetically with vulnerable customers. 10. xcellent communication, interpersonal and organisational skills 11. Ability to work under pressure and to deadlines Application Form /Interview

5 CRITRIA BACKGROUN KNOWLG AN ABILITIS cont d 12. emonstrate a positive attitude to change and have the ability and willingness to identify opportunities to improve performance. 13. Ability to maintain confidentiality 14. xperience of working in a Housing Association or Local Authority Housing epartment or in the field of Social Care 15. Provide information to assist with budget planning 16. Knowledge of wide range of Telecare produces and procedures 17. Knowledge of the TSA code of practice standards SSNTIAL/ SIRABL MTHO OF ASSSSMNT Application Form/ Interview BHAVIOURAL SKILLS 1. ffective communication both internally and externally with staff, tenants or their representatives and other organisations 2. Work effectively as part of a team and to contribute to the achievement of the team s targets 3. Ability to work under pressure and to deadlines 4. Customer focused with the ability to deal sympathetically to the needs of the customers 5. An understanding of the importance of providing excellent customer service 6. Present a positive and professional image of the Group 7. Ability to deliver and receive positive and constructive feedback and critically evaluate own performance 8. Flexibility and willingness to develop new skills Application Form/ Interview

6 9. Ability to work independently and to use initiative within broad established guidelines