Portsmouth City Council- Service Manager (Safe at Home Telecare Service)

Portsmouth, Hampshire, United Kingdom

Fixed Term Contract/Secondment for 6 months

Salary: Band 9 - £36,647 - £40,220 p.a. (£18,323 - £20,110 pro rata)

18.5 hours per week to be worked on Wednesday afternoons (times to be flexible), Thursdays & Fridays

Our Safe at Home service is designed to help our customers to stay safe and live independently in their own home. Getting older, living with a long-term condition or recovering from an illness can make it harder to cope at home. Safe at Home offers peace of mind by making sure that our customers can get help when needed, 24 hours a day, 365 days a year.

Safe at Home offers a range of technologies – called telecare and home safety equipment – that helps people of all ages. You will manage a team of officers responsible for the delivery and administration of the Safe at Home service within the Private Sector Housing service for Portsmouth City Council. You will monitor and manage the performance of service and equipment suppliers, work with stakeholders to ensure the service meets our customers' needs, and ensure that it is a high quality service for our customers.

We are looking for an enthusiastic, motivated, and dedicated individual with a demonstrable commitment to top quality customer service, with management experience.

The Council will offer appropriate support to the successful candidate in their professional development. The fulfilment of the purpose of the service is the primary focus as should be the aim at all times:

"help me stay safe and living independently in my own home"

What is the role?

As a service manager the role will focus on supporting the team in the delivery of the council's Safe at Home services, this includes managing the supplier contracts, and focusing on service improvement.

The role will focus upon providing a high quality service to our customers, supporting the Head of Service in matters including:

• To ensure that the day to day running of the Safe at Home team is efficient and effective.
• To provide a direct project management conduit between Adult Social Care, Housing and RSL's.
• To manage the contracts associated with the monitoring centre, procurement of equipment and any SLA with neighbouring authorities.
• To ensure that the safe at home Officers knowledge is up to date in relation to industry best practice and new equipment.
• To help the team with promotion of the service.
• To undertake promotional talks to relevant external bodies and groups.
• To ensure that the customer satisfaction level is high and directly respond to dissatisfied customers.
• To assist in training for safe at home response services.
• Influencing how Telecare is maintained and improved within the city and wider areas.
• Ensuring system thinking principles and value steps against the purpose are maintained, managed and measured
• Understand customer demand with the use of robust measures of performance.
• Investigating and responding to Customer complaints.
• Ensuring that the database system is working correctly and information is input into the system correctly.
• Resource management to ensure officers can deal with demand.
• Ensuring that the budgets are monitored and any appropriate action is taken to make the budgets balance at year end.
• Recruitment of staff.

Please click HERE for the full job profile which gives more details of what the role entails!

Who is the person?

1. It is desirable that the post holder have an advanced qualification in management or business related field.
2. The post holder must have GCSE grade A-C (or equivalent) in Maths & English.
3. The post holder must have a demonstrable experience of leading and managing a customer facing team.
4. It is desirable for the post holder to have experience working in a health or care related service, or to have experience of technology enabled care.
5. The post holder will have demonstrable experience of managing contracts with suppliers, including monitoring performance and taking action when suppliers do not meet the requirements of the contract.
6. The post holder can balance a busy and varied workload with strong time management.
7. Ability to encourage and inspire good performance in the team and experience of identifying and improving poor performance.
8. Has the ability to work proactively and is able to remain motivated and can motivate others, working on your own initiative in coordinating multiple tasks and leading by example.
9. The post holder will be able to communicate with a range of stakeholders and direct reports with confidence to promote the service or explain operational processes.
10. The post holder will be emotionally resilient and able to support direct reports in remaining resilient with the impact of being exposed to customer's difficult circumstances. Being able to remain professionally detached and focused even if the message you deliver involves saying no in difficult circumstances.
11. The post holder must have excellent communication skills, with the ability to communicate clearly and concisely with different audiences at different levels, both verbally and in writing.
12. The post holder will be competent in the use of IT systems with a good working knowledge of Microsoft Packages (to include Word, Outlook, and Excel) and databases.
13. The post holder can analyse and interpret data and how it reflects the performance of the service as well as that of individual officer performance.
14. The post holder will have an understanding of Systems Thinking approach in relation to the importance of applying value steps within the purpose of the service.

When completing the application form, please thoroughly tailor your application to the 'Who is the Person' points with the use of examples from your experience and attach this as a cover letter in the Supporting Documents section. This is really important or you are likely not to be shortlisted. Please click HERE for the full job profile!

Closing date: 31st July 2024

Assessments & interviews: 7th August 2024

If applying as a secondment, please ensure you confirm in your application that you have permission from your line manager.

We are a disability confident employer - committed to ensuring that our recruitment and selection process is inclusive and accessible and welcome applications from all areas of society.

We really appreciate our employees and fully realise they are essential to our success and look to offer an inclusive, supportive working environment where employees can reach their potentials with a healthy work life balance, offering the following rewards:

• A generous pension scheme
• Up to 31 days annual leave per year pro rata + bank holidays
• A range of retail discounts via our reward portal offering discounts at retailers including IKEA, Currys, Tesco
• Free Access to Employee Assistance Program (EAP) and wellbeing support
• Access to a wide range of training and development opportunities including apprenticeships
• Potential to purchase additional annual leave
• Business travel support and initiatives, including bike loans

Please click here for all the benefits of working with us!

Should you require any support in completing the application form please contact recruit@portsmouthcc.gov.uk

Apply here: https://fa-enmi-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1093/job/3903