EAG and Support Planning Team Manager

Purple Direct Payment Support Service

Posted 5 days ago

Main Purpose

1. To lead Purple’s employment advice and guidance and support planning operation for Direct Payment Support Services contracts.

2. To ensure the quality of service delivery at all times and drive continuous improvements to the service.

3. To ensure the best customer experience – to both users, PA’s and commissioners – and meet the business requirements of the organisation.

Responsibilities of Job Management:

To provide day to day line management support and direction to EAG and Support Planning staff through recruitment/selection, supervision, ongoing coaching, troubleshooting and wider performance management in line with Purple’s policy and practice.
To attend Purple’s management team meetings to contribute to the wider corporate objectives of Purple.
To oversee the end-to-end comprehensive provision of information, advice and guidance to DP Holders, ensuring best practice and agreed processes are followed.
To oversee the end-to-end recruitment PAs for DP Holders and PA Registers, ensuring best practice and agreed processes are followed.
To oversee the support planning functions for PHB holders, ensuring best practice and agreed processes are followed. • To oversee the support brokerage service, ensuring best practice and agreed processes are followed.
To be aware of any potential safeguarding issues, ensuring the correct safeguarding processes and procedures are followed with escalations steps taken, as necessary.
To support the day to day management responsibility, when required, for the relationship with IRIS Payrite, BrightPay and contract commissioners ensuring best customer practice and compliance at all times.
To take day to day management responsibility for the smooth running of the office/hybrid and/or home working environment.

Other Main Duties and Responsibilities:

To ensure proactive communications with Direct Payment holders to support them in their role as employer.
To work closely with the Payments Team Manager to ensure consistency of service and approach, acting as an escalation point for this team in the Team Manager’s absence.
To take day to day responsibility for complaints in line with Purple’s policy and practice.
To oversee the implementation of service quality assurance and performance metrics in line with Purple contracts, liaising with the Operations Director, Head of Operations and Finance Manager accordingly.
To produce relevant documentation for the effective running of the service including operational plans, process mapping, guides and protocols.
To contribute to promotional materials to build an understanding of the service to internal and external audiences, working with the Operations Director, Head of Service and relevant Marketing/Communications Officer accordingly.
To produce required reports and presentations on service delivery in line with Purple policy and practice.
To contribute to the development of improved service and new contracts which promote efficiency and growth respectively.
To ensure our service meets all legal and statutory requirements.
This list is not exhaustive and from time to time you may be required to undertake additional duties.

Person Specification

Experience of managing small to medium-sized teams face-to-face and remotely.
A track record in delivering good and consistent customer service.
Experience of working in the fields of both payroll and finance with a professional qualification in one of the disciplines (payroll or finance).
Experience of using an accountancy software package/s.
Excellent communication skills and the ability to communicate at all levels using a variety of different formats together with the ability to develop and maintain relationships with external providers.
Good numeracy and computer literacy skills and be able to prioritise workloads effectively.
The ability to formulate and articulate responses and be experienced in dealing with customer complaints and queries.
Able to meet and manage competing deadlines, producing high quality work in a timely fashion.

Our values underpin everything we do and are the guiding beliefs and principles of Purple – We are:

Authentic – lived experience is our most valuable raw material
Accessible – from corporates to microenterprises, disability organisations to individual disabled people. We support all.
The experts – humble but knowledgeable in finding solutions.
Creative – global to local. We develop and deliver innovative approaches to the issues of today.

This role profile is not exhaustive; it will be subject to periodic review and may be amended to meet the changing needs of the business. The post holder will be expected to participate in this process, and we would aim to reach agreement to the changes.

Job Features

Job Category	Purple Direct Payment Support Service
Division:	Local Government Services
Department:	Direct Payment Support Service
Location:	Chelmsford/Hybrid or Remote, with attendance at adhoc events and meetings
Hours (per week):	37.5
Reports to:	Head of Service
Key relationships (Internal):	Corporate Finance, Invoicing, Payments Team Manager, Project Manager – Operations, EAG, Support Planning & Payment Services Staff, HR.
Key relationships (External):	Local Authority/ICB Contract Managers & Staff, Clients, PAs, Representatives.

EAG and Support Planning Team Manager

Main Purpose

1. To lead Purple’s employment advice and guidance and support planning operation for Direct Payment Support Services contracts.

2. To ensure the quality of service delivery at all times and drive continuous improvements to the service.

3. To ensure the best customer experience – to both users, PA’s and commissioners – and meet the business requirements of the organisation.

Responsibilities of Job Management:

To provide day to day line management support and direction to EAG and Support Planning staff through recruitment/selection, supervision, ongoing coaching, troubleshooting and wider performance management in line with Purple’s policy and practice.

To attend Purple’s management team meetings to contribute to the wider corporate objectives of Purple.

To oversee the end-to-end comprehensive provision of information, advice and guidance to DP Holders, ensuring best practice and agreed processes are followed.

To oversee the end-to-end recruitment PAs for DP Holders and PA Registers, ensuring best practice and agreed processes are followed.

To oversee the support planning functions for PHB holders, ensuring best practice and agreed processes are followed. • To oversee the support brokerage service, ensuring best practice and agreed processes are followed.

To be aware of any potential safeguarding issues, ensuring the correct safeguarding processes and procedures are followed with escalations steps taken, as necessary.

To support the day to day management responsibility, when required, for the relationship with IRIS Payrite, BrightPay and contract commissioners ensuring best customer practice and compliance at all times.

To take day to day management responsibility for the smooth running of the office/hybrid and/or home working environment.

Other Main Duties and Responsibilities:

To ensure proactive communications with Direct Payment holders to support them in their role as employer.

To work closely with the Payments Team Manager to ensure consistency of service and approach, acting as an escalation point for this team in the Team Manager’s absence.

To take day to day responsibility for complaints in line with Purple’s policy and practice.

To oversee the implementation of service quality assurance and performance metrics in line with Purple contracts, liaising with the Operations Director, Head of Operations and Finance Manager accordingly.

To produce relevant documentation for the effective running of the service including operational plans, process mapping, guides and protocols.

To contribute to promotional materials to build an understanding of the service to internal and external audiences, working with the Operations Director, Head of Service and relevant Marketing/Communications Officer accordingly.

To produce required reports and presentations on service delivery in line with Purple policy and practice.

To contribute to the development of improved service and new contracts which promote efficiency and growth respectively.

To ensure our service meets all legal and statutory requirements.

This list is not exhaustive and from time to time you may be required to undertake additional duties.

Person Specification

Experience of managing small to medium-sized teams face-to-face and remotely.

A track record in delivering good and consistent customer service.

Experience of working in the fields of both payroll and finance with a professional qualification in one of the disciplines (payroll or finance).

Experience of using an accountancy software package/s.

Excellent communication skills and the ability to communicate at all levels using a variety of different formats together with the ability to develop and maintain relationships with external providers.

Good numeracy and computer literacy skills and be able to prioritise workloads effectively.

The ability to formulate and articulate responses and be experienced in dealing with customer complaints and queries.

Able to meet and manage competing deadlines, producing high quality work in a timely fashion.

Our values underpin everything we do and are the guiding beliefs and principles of Purple – We are:

Authentic – lived experience is our most valuable raw material

Accessible – from corporates to microenterprises, disability organisations to individual disabled people. We support all.

The experts – humble but knowledgeable in finding solutions.

Creative – global to local. We develop and deliver innovative approaches to the issues of today.

This role profile is not exhaustive; it will be subject to periodic review and may be amended to meet the changing needs of the business. The post holder will be expected to participate in this process, and we would aim to reach agreement to the changes.

Job Features

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