Service Delivery Manager

Continuous Improvement & Training Support

• Identify and implement process improvements to enhance workflows for face-to-face, telephone, and video assessments.
• Work with the PFAS Training Team on clinical training and support plans, monitoring learning curves and cascading slot impacts.
• Assist in producing clinical training planners for new colleagues.

Capacity Planning & Reporting

• Oversee annual leave approvals and provide capacity vs. forecast reports to the Operations Manager.
• To review slots/capacity on a daily basis and report to internal teams on tracking against targets.
• Manage daily operations and allocate resources across clinical and non-clinical colleagues to ensure the delivery of functional assessments in line with contractual service targets.

Stakeholder Collaboration & Customer Service

• Act as the primary point of contact for internal and external stakeholders, ensuring clear communication and alignment on processes.
• Build positive relationships with claimants and external partners to support a smooth assessment process.
• Ensure high-quality customer service by resolving complaints promptly and implementing corrective actions.

Compliance & Safety

• Ensure adherence to health and safety regulations, data protection, confidentiality, and corporate standards always.
• Promote professional behaviour, appearance, and adherence to organisational policies across all teams.

General/Additional Duties

• To comply with the Corporate Confidentiality Policy at all times.
• Ensure all mandatory training is completed.
• Be present on site to support a culture of collaboration and management presence.