The Clinical Operations Support Coach will work alongside the Team Manager to support and develop a team of Clinical Operations Support Advisors through coaching, training, and quality assurance. The role will help ensure the smooth running of operational processes that support clinical staff in the delivery of PIP and WCA assessment claims.

• Assist the Team Manager in monitoring and driving team performance through daily, weekly, and monthly reporting, collating and analysing data to produce accurate and insightful MI that effectively communicates team performance across the business.
• Undertake assurance and quality checks to ensure that existing team members are meeting the required quality standards and to identify best practise and any areas for development.
• Provide timely, honest and constructive feedback to colleagues through coaching sessions and plans.
• Promote and support the sharing of best practice within the team to support the development of a highly performing team and service
• Effective reporting on team performance to the Clinical Operations Support Team Manager.
• Monitor and track the audit support mailbox and the business management mailbox to ensure timely and quality responses are provided.
• Take an active part in the wider clinical and operations departments to keep up to date on the changes that are being implemented.
• Assist team manager in managing the Independent Audit consolidation and month end reporting, for both PIP an WCA contracts. Ensuring accuracy of teamwork and liaising with MI Team and DWP Independent Audit Team to confirm month end figures.
• Support the creation of a positive team spirit and morale, addressing any concerns in a timely manner using visual management techniques and proactively supporting the Management Team.
• Champion process improvements and be proactive in identifying and implementing changes to process to support efficient delivery of targets and continuous improvement.
• Minimum 20% of the working week will be completing Clinical Operations Support Advisor role, with additional cover during staff annual leave.
• Deputise for Team Manager in meetings and any other duties as and when appropriate.

Essential Criteria

• Experience of successfully influencing and engaging with stakeholders
• Working knowledge of PIP and WCA administration processes.
• Previous experience of coaching and mentoring
• Exceptional interpersonal skills
• Proactive team player
• Strong planning, time management and organisational skills
• Strong influencing and relationship management skills
• Excellent presentation, written and verbal communication skills
• Excellent level of literacy and numeracy
• Excellent planning, problem solving and organisational skills
• Strong IT Skills, including MS Word, Excel, PowerPoint, and Outlook
• Ability to multi-task and deliver against a number of priorities without compromising on the quality of delivery
• Ability to work flexibly and under pressure in a fast-paced, dynamic environment

Desirable Criteria

• Previous line management experience
• Understanding of continuous improvement
• Knowledge of safeguarding requirements
• Ability to work and travel across different areas if required

All Ingeus personnel are required to comply with Ingeus’ policies relating to Information Security and Data protection, specifically to:

• Protect all information assets from unauthorised access, disclosure, modification, destruction & interference
• Treat the security of all information assets according to their designated information security classification
• Ensure that they only access information assets that they are authorised to do so.
• Adhere to the procedure for reporting any security weakness or event
• Commit to, and participate in, personal development of information security awareness & knowledge
• Comply with all laws and contractual obligations regarding the protection of data
• Understand that any breach of Ingeus’ Information Security and Data Protection policies may be a disciplinary offence under the Ingeus’ Disciplinary policy.