Job Description

 Facilitating a high-performance culture by own demonstration of the Utmost values in

all aspects of the role.

 Supporting team members through regular performance check-in conversations.

Utilising the check-in functionality through the relevant HR systems and focusing on

forward looking development and feedback. Embedding a culture of recognition

within the team, through honest and supportive conversation.

 Assisting the Client Services Manager with both poor performance and absence

management conversations and processes.

 Support the Client Service Manager with the setting of objectives for team members,

linking to team and business goals.

 Establishing training and development plans to support the skills development

required at team and individual level

 Accountable for the co-ordination of the team’s activities through workflow

management, escalating concerns and providing recommended solutions regarding

any concerns re the meeting of agreed SLA’s. Communicating positively with the

team in relation to the progress against targets to foster teamwork to achieve targets.

 Support the Client Services Manager through analysis of data from Ability6, quality

results, and business volumes to recommend the required capacity planning within

the team. Suggesting and co-ordinating identified efficiencies, including the

realisation of online benefits, to aid optimal working.

 Monitoring the risk management within the team by identifying breaches and

complaints within the team. Performing the required investigations and root cause

analysis to identify the ongoing development required in the team to learn from and

mitigate mistakes.

 Support the team manager in the area of recruitment within the team.