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Team Leader - Process Service Delivery

  • Location: Hartlepool
  • Salary: Competitive
  • Contract hours: FullTime

Job provided by SmartRecruiters

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About the job

Company Description

Here at NPS we have a simple set of values that sets out who we are as a company. We are:

Intelligent – we make the right choicesInvolved – our enthusiasm creates energyInnovative – we always ask what’s next

Our business is all about making lives safer, healthier, better managed and mobile

Our software underpins critical police, health, housing and local government services, ensuring delivery of the right data at the right time to protect and improve people’s lives.

We’re as committed to the positive social outcomes of our customers’ services as they are, which means we put people first. In the interfaces and systems we design, and the software support and development service we provide.

Our story

Across the world, billions of people every day rely on the services and benefits provided by their police, health services, housing and local government. Their home, welfare, wellbeing and security often depend on them.

We create and manage the software that connects people with these services. We design smart interfaces and data processes to ensure services are easy to use, always on, relevant, accurate and trusted.

Using internet, mobile and AI technology, we are designing new tools that maximise the positive experience people have of critical services, and helping to make sure they are safer, healthier, better managed, and able to organise their life on the go.

Working closely with our customers – the service providers – we define people’s needs today and in the future – and work intelligently to continuously improve our software products and data management.

Our software underpins the performance of our customers as they serve their customers. Our constant focus is making sure our software is stable, efficient, cost efficient and secure.

We’re proud of the role we play, improving people’s lives through dependable critical services. With a growing number of customers globally, we’re going to make a difference to millions of people more.

Based in the UK but working around the world, our 2,000 employees help improve the services that matter most.We are now part of the NEC corporation, a leader in the integration of IT and network technologies that benefit businesses and people worldwide – this brings in new opportunities without limits for growth and innovation.

Job Description

Objective of the role:

You will be Team Leader for the following services:

Local Welfare Provision (LWP) – NPS provide a managed service for a number of Local Authorities issuing emergency payments to those in need to an unpreventable disaster/emergency or crisis situation.

HGV Levy – Deals with hauliers from across Europe that wish to enter the UK for business purposes. In order to do so, a levy needs to be purchased to cover wear and tear of the UK road network.

Blue Badge – Provides a fully managed service for Birmingham City Council for the adminstration of the Blue Badge Service. The Blue Badge aims to make travel and parking as easy as possible for anybody with a disability.

The Team Leader (TL) will manage the day to day delivery of the existing Eligibility Services detailed above, delivered from the Hartlepool Business Centre. This role will be involved in all aspects of the services including delivery in line with SLA’s, ongoing service efficiencies and improvements, process review, accuracy and ensuring a high level of quality in the service provided to the citizen and the customer.

The TL will be responsible for the development of the delivery teams through such things as training and development plans and performance management.

The TL will also cover the SSM role when the SSM is not available.

Main Responsibilities:

Ensure delivery of Eligibility Services in line with contracted specification and SLA requirements.
-Detailed understanding of each service area and an ability to carry out daily tasks if required.
-Manage internal reviews / projects and determine the best utilization of resources to increase efficiencies whilst maintaining customer satisfaction (Service Improvement Plans).
-Ensure systems such as Perform are utilized effectively to provide the business with a robust and meaningful measure of performance.
-Carry out regular quality assurance on work carried out by the team.
-Provide regular One to Ones with all members of the team.
-That the training needs of front line staff are identified and actioned in a timely manner to maximise productivity and contingency across services.
-Carry out performance management with members of the team if necessary.
-Work with the SSM to implement changes to services as initiated by the client.
-Develop open and effective channels of communication with each client that can be employed by other NPS departments if needed.
-Prepare reports for the different service areas, providing to SSM for sign off.
-If requested and with support of the SSM, attend Customer Service Reviews at the client site or in Hartlepool, hosting and showcasing the service.
-Ensure a thorough understanding and adherence to corporate policy, processes, procedures and guidelines.
-Dictate the work schedule of the Senior post in Eligibility Services to ensure strength and leadership across the team, whilst ensuring adequate support and guidance to this individual.
-Inspire, lead and develop a team of professionals in the ongoing delivery of existing Eligibility Services.
-Act as a key part of the Management Team of the Hartlepool Business Centre.
-Deputise for the Senior Service Manager

· Experience of contact / processing centre work with a high volume of daily processing.

· Experience of management in a service delivery role

· Demonstrate a high level of people management ability.

· Demonstrable track record of meeting and exceeding operational targets.

      Well organised with the ability to prioritise.    

Additional Information

Employees of Northgate Public Services are entitled to the following Company funded benefits:

Single Private Medical Cover (with the option to select family cover at an additional cost)

25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days

4 x basic salary life assurance cover

A Group Pension Plan with fantastic employer contributions

A selection of tax efficient flexible benefits to suit your individual needs

The role offers a competitive salary.


Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. A Disclosure Barring Service (DBS) check will be required and dependent on the role further checks may be required.

Northgate Public Services is an equal opportunities employer, welcoming applications from all communities.



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