Operations Manager

We are looking for kind and compassionate individuals who feel strongly about tackling injustice in society. A brief paragraph from one of our very own Operations Managers:

You will lead, manage, motivate, and develop a team of caseworkers to produce work in a timely and proportionate way. Working in line with agreed performance standards, you are responsible for the accuracy and quality of decisions taken by your team so you will need a high level of attention to detail. By providing dynamic and engaging leadership, you will inspire your team and ensure that they deliver excellent customer service. 

As a PHSO Caseworker you will:

·    Manage a team of autonomous or non-autonomous caseworkers ensuring delivery of casework (including investigations) in line with agreed targets 
·    Consistently strive for quality improvements which contribute to the wider service
·    Take personal responsibility for escalated cases, negotiating as necessary with organisations to achieve fair and equitable outcomes for complainants
·    Make low and medium risk decisions, at any point in PHSO’s process, delegated by the Ombudsman through the delegation scheme in line with the PHSO quality framework.
·    Manage the team’s delivery against agreed targets and quality standards
·    Support caseworkers in exercising their delegated authority for low-risk decisions 

Our ideal Caseworker has:

·    Experience of coaching staff to improve performance.
·    Management style that is people-focused with experience of coaching and engaging diverse individuals.
·    Evidence of embedding operational change. 
·    Experience of caseload management and making quality decisions on complex issues.
·    Demonstrable understanding of the requirements of high-quality casework

Benefits 

We offer an extremely generous benefits package, which includes:
·    Civil Service Pension scheme (minimum 26.6% employer contribution)
·    Generous basic holiday entitlement of 30 days plus 2.5 extra-statutory holidays on top
·    Flexitime. Our core hours of work are between 10.00-12.00 and 14.00-16.00
·    Flexibility on hybrid working
·    Access to a wide variety of internal and external wellbeing support & programmes

Equality, Diversion, and Inclusion 

We understand the importance of a workplace culture that values difference, where people feel they belong and have the tools to support them and their career development. We also recognize that a diverse workforce allows us to better reflect the communities we serve and understand their experiences so we can provide a service that meets their requirements.

Further information on our EDI Strategy, Employee Networks, and participation in the Disability Confident Scheme can be found in our job pack.

If you want to join a dedicated team that makes a real difference and helps raise standards in public services, then this might be the opportunity for you. Please apply via this link. 

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.