Registration and Advice Operations Manager
Registration and Advice Operations Manager
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The Role
Social Work England is the specialist body that regulates social workers in their vital role. Every day, social workers support millions of people to improve their chances in life. We believe in the power of collaboration and share a common goal with those we regulate – to protect the public, enable positive change, and ultimately improve people’s lives.
The Registration and Advice Operations Manager will manage the work of the Registration and Advice team at Social Work England, ensuring the effective and efficient registration of social workers in England. They will also lead, train and develop Registration and Advice team members to ensure all activities related to the team are undertaken in an efficient and timely manner.
What you will do
* Lead, coach and motivate the Registration and Advice team, driving the business function to ensure accurate and timely assessment of applications to join the register, including registration appeals, misuse of title cases and registration fraud by applicants and registrants.
* Make well-reasoned regulatory and management decisions on escalated cases whilst considering public protection, our statutory framework, rules, and published guidance. This includes ensuring decisions can withstand internal and external auditing and identifying and escalating high-risk decisions to the Head of Registration and Advice.
* Lead the delivery of high-quality customer service using a range of performance and quality indicators. This includes maintaining standard operating procedures, identifying improvements and training needs for the team to undertake and implementing strategies to support challenges against key performance indicators for both telephone and email enquiries.
* Provide operational expertise to support the ongoing development of processes, and produce standard operating procedures, in conjunction with other areas of the business, to ensure effective delivery and compliance with our rules and regulations.
* Identify, develop and implement a range of training and development activities for officers and senior officers in the team. Provide line management and support to officers and senior officers to ensure individuals are proficient in their roles, maximising effectiveness and driving improvements.
* Work with our people and development team to manage the recruitment of officers and senior officers into the team to ensure adequate staffing levels and resource.
* Actively monitor, develop and implement service recovery plans to support staff and applicants during periods of exceptional demand. Allocate resources to ensure excellent customer service and implement improvement measures to drive, deliver and improve performance. Implement plans and training to support the successful delivery of registration renewals, taking action to deliver against challenging key performance indicators and service level agreements.
* Prepare and support presentation of management information reporting on the team’s key performance indicators as required.
* Translate findings from auditing and risk assessments into actionable improvement plans.
* Continually review application forms, guidance and relevant documentation to ensure consistency and accuracy with current legislation, policy and procedures and implement improvements. Collaborate with our Legal, Communications and Business Support teams to develop internal guidance within legal requirements.
* Regularly engage with external stakeholders, including overseas and UK regulators, employers, recruitment agencies, and the registration advisers to devise and implement effective strategies to support timely case progression and address barriers to build credibility, trust and confidence.
* Act as a Designated Safeguarding Lead, making risk-based decisions to respond to safeguarding concerns by effectively signposting, and making referrals to other agencies when we are in receipt of information that raises safeguarding concerns. Develop systems, processes and training materials to support colleagues across the organisation.
Your Skills, Knowledge And Experience
* Experience of managing a large team responsible for a high volume of enquiries and case work, inspiring the team to attain goals and pursue excellence. Working, and managing or supervising staff, in an operational and customer focused environment.
* Evidence of dealing with a variety of internal and external stakeholders, providing excellent customer service and dealing effectively with pressured and/or sensitive situations.
* Evidence of successfully developing processes and procedures and implementing new and more efficient ways of working.
* Proven ability to use investigative, analytical and problem-solving skills to identify issues, propose solutions and make decisions based on sound judgement.
* Evidence of maintaining records/databases accurately, monitoring workload and reporting key performance indicators (KPIs).
* Ability to promote a performance orientated culture and successfully motivate, manage and develop a team of staff.
* Ability to successfully prioritise and organise a varied and complex workload.
* Excellent attention to detail.
* Strong verbal and written communication skills, including the ability to draft comprehensive responses to queries and corporate complaints.
* Excellent IT skills, including experience of working with case management systems and a good working knowledge of Microsoft Word, Excel and PowerPoint.
* Ability to train others in departmental procedures and IT systems.
* Demonstrable commitment to diversity and inclusion.
Details
* Job type:Fixed-term until 17/04/2026
* Working pattern: Full time. We offer flexible working subject to business need.
* Salary:£47,735 per annum, rising to £50,066 per annum after successful completion of a 6-month probationary period.
* Location: Sheffield/Hybrid
* Benefits: flexible working, contributory pension, life insurance and benefits portal
* Interview dates: 4th June 2025
Application
During the application process, you'll be asked to provide answers to three questions from the job description. These answers will be what your application is scored on, please answer in as much detail as possible using examples where necessary.
About Us
Join us - Social Work England
Our behaviours and values - Social Work England
What our people say - Social Work England
Contact
If you have any queries about the appointment process, please contact recruitment@socialworkengland.org.uk.
How to apply
To apply, complete the application form by the closing date.
Interview
At interview we will seek to further understand your skills, knowledge, experience and motivation and test the key competencies of the role. If you are successful, we will undertake routine security checks.
Find out more about our application and interview process.
Want to know more about the role?
If you would like to discuss the role or have any other questions, please contact our recruitment team:
recruitment@socialworkengland.org.uk
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