Advo Health is the largest and leading subcontractor in government health assessments. Carried out by our community of experienced healthcare professionals throughout the UK, these independent assessments help the Department for Work and Pensions (DWP) to understand how a health condition or disability is affecting a claimant's daily life. This ensures that the system is fair and that those who are most in need of help and support receive it.

Your purpose

You will be responsible for the WCA delivery in relation to volume, quality, productivity, and other applicable service level performance targets of an Assessment Centre (AC) or a group of smaller ACs. The role is responsible for leadership and oversight of AC operations, including assessments, customer service, facilities, and health & safety. In addition to the development and implementation of strategies to drive continuous improvement and enhanced performance. The role will have line management responsibility of a team of Healthcare Professionals with work conducted both on site and remotely.

How your role fits within our team

As the WCA Operations Manager you report directly to the WCA Senior Operations Manager and will be a key member of the management team. You will be working closely with the Advo senior leadership team across both operational and clinical specialisms and broader stakeholders. You will be instrumental to delivery of the service and leading on day-to-day performance requirements within the AC.

Key Responsibilities

• Lead on all WCA related performance metrics within the AC and implement strategies to continuously enhance performance and efficiency.
• Provide visible leadership and direction to AC team to enable the effective delivery of quality expectations, volume delivery, people and customer service related measures.
• Deliver team objectives and performance against targets through robust performance management methods.
• Maintain the required workforce to deliver the volume requirements, accounting for attrition, recruitment time frames, absence levels and other requirements.
• Motivate, inspire and coach team members through continuous professional development and recognising exceptional performance, and developing team members with potential in support of effective succession planning.
• Work with the Performance Manager to provide effective reporting on real-time performance. Where necessary providing an explanation of deviation from targets, and plans for corrective actions as agreed.
• Investigate and resolve customer complaints and escalate serious complaints as required.
• Make best use of technology and management information to effectively analyse performance, enabling them to understand key drivers and implement plans.
• Communicate changes in assessment procedures and best practices requirements.
• Build trust amongst the team through strong working relationships and facilitate communication and engagement, whilst building a continuous improvement culture.
• Adhere to the governance structure in place, ensuring requirements are met, and equally knowing when to escalate.

Benefits and rewards

Alongside the significant investment in training, you will enjoy a recently enhanced benefits package, including Vitality membership, access to great discounts, and more. Learn more here: advohealth.co.uk/jobs/

Knowledge experience and qualifications

• Ability to monitor and evaluate performance metrics and implement strategies to enhance performance and efficiency.
• Enthusiastic and confident with experience in building strong working relationships, influencing and empowering others to deliver results.
• An understanding of how to drive clinical quality improvements in both individual and team performance.
• Strong leadership, mentoring and coaching skills.
• Ability to maintain strict adherence to internal policies and internal controls within the business.
• Able to employ a variety of media to communicate effectively, with an understanding of how to influence a range of audiences.
• Understanding of risk management, incident management and broader governance requirements, and knowing when to escalate
• Ability to provide a calm and steady presence to effectively manage difficult situations.
• Ability to work in a fast-changing, complex, multi-stakeholder environment – comfortable dealing with ambiguity.
• Strong interpersonal, communication and analytical skills
• Excellent computer literacy and IT skills, particularly working within Microsoft 365
• Experience of working as an operations manager or similar role
• Leading and developing a diverse range of high performing teams
• Educated to degree level in a management, business or related field, or equivalent professional experience or 3 years in a relevant role
• Familiarity with UK disability and employment support regulations
• Previous experience of working within a government services contract or healthcare environment
• Previous experience of providing a blended focus on customer, employee, and service-user needs