Service and Development Manager

Hertshelp

Mobilisation Management
• Support the mobilisation board to transition the HertsHelp service from the incumbent provider to HAPP, ensuring HertsHelp continues to deliver high quality service from the day of transition Service Development
• Manage the development lifecycle of theHertsHelp strategy, from concept to launch. Ensuring quality, timeliness, and adherence to requirements, ensuring the sustainability of developments at each stage.
• Lead on specific aspects of service development and delivery
• Identify opportunities to extend existing services and produce business cases and proposals to secure support.
• Conduct market research, trends, and gather customer feedback to inform service development decisions.
Relationships and Brand Development
• Develop and implement a communications plan for the service, boosting the brand recognition across the county
• Develop and maintain a relationships across the HertsHelp Network
• Develop a good understanding of local communities across the County.
• Maintain an up-to-date community profile and the needs that exist
• Develop strong relationships with commissioners and those who influence service provision and procurement
• Work with members of the statutory and voluntary sector to raise awareness of HertsHelp network offer and identify new opportunities
• Represent HertsHelp at meetings and conferences
• Increase profile of the service with the public, through planned publicity campaign. To include materials in easy read and foreign languages.
Job Description | What you will be doing
Job Description | What you will be doing
Service Management
• Work with the team leaders to ensure that robust data is input into HertsHelp information systems. Retrieve and analyse data to improve
services and ensure contractual compliance.
• Ensure that commissioner sreceive accurate and appropriate information about services and produce data reports on request
• Coordinate with cross-functional teams to ensure effective execution of development plans and alignment with business objectives
• Develop and implement strategies to enhance customer service experience and meet customer satisfaction goals.
• Monitor service performance metrics, identify areas for improvement, and implement corrective actions as needed.
• Coordinate with team leaders to resolve complex issues and ensure timely resolution.
• Ensure HertsHelp are referring onto all appropriate organisations through a smooth and effective process
• Foster a customer-centric culture across the organization and champion customer service excellence.
• Take responsibility for planning and managing projects to ensure that they achieve defined outcomes on time
• Ensure any changes are communicated, implemented and embedded within the wider HertsHelp network
• Ensure that quality systems are robust and ensure that HertsHelp network is compliant with quality expectations and contractual requirements
• Conduct investigations into complaints or other potential issues of non-compliance when escalated by the team leaders
• Lead Conduct routine and special audits to ensure that service standards are maintained
Job Description | What you will be doing
Supporting staff Development
• Ensure that staff can participate in training and development opportunities
• Share good practice by coaching and mentoring staff and the delivery of local training events.
• Ensure that staff are complying with policies and procedures and that staff are regularly updated on these.
duties/ responsibilities
• Promote and uphold the aims, policies, and membership requirements of the HertsHelp Service and HAPP members Citizens Advice and Age
UK.
• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
• Promote the aims, principles, policies, interests and wellbeing of the organisation and protect its integrity and reputation.
• Identify own learning and development needs and take steps to address these.
• Participate in initiatives as appropriate and contribute to the work of associated committees and working parties
• Support the strategic development to ensure its management and services to clients reflect and support the HertsHelp Service and HAPP
members equality and diversity sand diversity
• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service