Join to apply for the HAAS WCA Team Performance Lead - L4 role at PFAS (Personal Functional Assessment Services)
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Join to apply for the HAAS WCA Team Performance Lead - L4 role at PFAS (Personal Functional Assessment Services)
IPRS PFAS is an independent provider of quality medical assessments with a network of specialist health practitioners across various clinics, mainly in Southeast UK. We pride ourselves on professionalism, care, expertise, and valuing teamwork. We listen to customers, claimants, and colleagues to support continual learning and development.
We are seeking a HAAS WCA Team Performance Lead to ensure seamless service delivery to our clients and customers.
Position:
Main purpose of the job:
As PFAS WCA Team Performance Lead for HAAS (Health Assessment Advisory Services), you will be a key member of the PFAS HAAS WCA Lot 4 Operational team, working with the PFAS Senior Leadership and clients to meet contractual requirements. Responsibilities include:
* Ensuring compliance with DWP governance, risk, and quality standards while optimizing operations and service delivery.
* Managing healthcare practitioners and customer service teams, maintaining strong stakeholder relationships, including with the Prime Contract Holder.
Responsibilities:
Supporting the WCA Assessment Centre Manager in daily operations, managing customer service reps and healthcare practitioners to ensure high-quality service and performance. As a Clinical Trainer and Functional Assessor, you will:
* Oversee team performance to meet targets, manage performance, and productivity.
* Lead team meetings, collaborate on KPIs, and address service penalties.
* Resolve team issues, investigate complaints, and escalate when needed.
* Work with management to implement best practices and streamline processes.
* Support healthcare practitioners by escalating clinical queries and communicating resolutions.
* Mentor, coach, and review team performance, manage absences, and foster collaboration across PFAS teams.
Minimum Requirements:
* GCSE/O level passes A-C including English and Maths.
* Experience in operation management or similar.
* NVQ Level 4 or degree in a relevant field such as business administration.
Experience:
* Team management, driving performance, supervising quality work.
* Effective collaboration, workload management, and adherence to professional standards.
* Strong communication skills adaptable to various audiences.
* Understanding and meeting customer and client needs professionally.
* Ability to lead and inspire a team towards results.
Knowledge:
* Experience working with vulnerable individuals with health challenges.
* Knowledge of data analysis and reporting tools for performance insights.
Skills and Abilities:
* Leadership, coaching, and motivation skills.
* Excellent communication ensuring high customer service standards.
* Prioritization, KPI achievement, autonomous decision-making.
* Critical thinking, problem-solving, organizational skills.
* Proactive team player committed to confidentiality and resilience.
Additional Information:
Salary: £35,000 - £39,000
Position: Full-time, permanent
Location: Hybrid (London/South East, Croydon)
Hours: 40 hours/week, Mon-Fri
What We Offer:
* Flexible working, training, CPD budget, development opportunities.
* Employee assistance, discounts, leave, pension, bonus schemes, health initiatives.
We value diversity and promote equality of opportunity. We are Disability Confident employers and will make reasonable adjustments for candidates. For application support, contact pfas.recruitment@iprsgroup.com.
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