Job Description
Job title:
Design Authority Manager
Pay band:
3
Direct Reports:
2 X Senior Design Authority Officers
Reports to:
Assistant Director, Service Design
Location:
London or Manchester
Job Purpose
Lead, motivate and manage the Design Authority team.
Maintain a consistent, clear and complete picture of PHSO’s operational process in the
Service Model and its supporting guidance.
Define, monitor and develop the operational process using a robust and proportionate
governance process in order to support the delivery of PHSO’s aim of resolving and
investigating more complaints and providing an excellent customer service for everyone
who contacts us
Ensure that the Feedback and Learning model is used to capture and evaluate learning
and insight from across PHSO and is then shared effectively to help support the quality of
our casework and the customer experience.
Deliver specific project or portfolio work that requires cross-functional working and
accountability.
Ensure that information about the Design Authority’s role and work is appropriately
managed and communicated throughout PHSO.
Main duties
Casework standards and processes are developed to ensure that they are practical,
relevant, concise and easy to use and that they align with the Service Charter and
Service Model. Work on new standards and processes is planned, properly managed,
subject to appropriate consultation and signed off in line with an agreed governance
process.
Existing standards and processed are monitored, in response to internal and external
developments and feedback and subject to ongoing development and review to ensure
that they are fit for purpose.
Maintain a full record and audit trail of the approval, management and development of
the casework standards and processes.
Work with the others teams in the Quality Directorate to ensure that performance
against the Service Charter and Service Model standards and processes is tracked and
reported consistently.
Work with colleagues at all levels across the organisation to ensure a common view on
quality standards and processes, offer feedback when issues are seen, and influence to
ensure that actions are planned, taken and tracked and that insight and learning is
captured and considered appropriately through the Feedback and Learning Model.
Support the introduction of new ways of working across the organisation, particularly
by supporting the development, communication and implementation of amended
casework standards and processes.
Ensure that the Feedback and Learning Model is used to gather information from all
relevant sources. This involves the obtaining, recording, and analysing of casework
learning and insight and (where appropriate) deciding on and implementing actions
from it. This includes appropriate communication of outcomes and monitoring of
impact.
Ensure regular analysis and reporting of the activity (and impact of the activity) under
the Feedback and Learning Model.
Continuously communicate with colleagues, directly and indirectly to ensure continued
engagement, shared understanding of common goals and of progress towards them.
To take responsibility for the delivery of the relevant business plan objectives for
Operations and is accountable for the portfolio of work
To undertake management activities as required by the organisation
To ensure that the Design Authority team successfully complete job specific training
attaining appropriate accreditation and demonstrate output at the accredited level
To manage the team’s delivery against agreed targets and quality standards
To lead and manage change in own area and within the wider PHSO management
community
To manage, support, develop and coach the team enabling high performance
To participate in learning & development activity and professional development as
required in relation to the role
To contribute to an environment of continuous improvement and excellence
To provide excellent customer service to all internal and external stakeholders
To take decisions in accordance with the role’s delegated authority under the
casework and/or non-casework delegation schemes
To ensure all legislative, regulatory, policy, process, procedures and guidance
requirements of PHSO are adhered to and appropriately evidenced to the role’s line
manager
To promote and support the PHSO’s vision and values
To complete any other duties commensurate with the role
Person Specification
Knowledge
Knowledge of the functioning of government departments/health service and the
context in which they operate
An awareness of public administration (central government in particular) or the
NHS and the context in which it operates – ideal but not essential
Knowledge of the law governing the Ombudsman’s function and the Ombudsman’s
current casework policy and process.
Understanding of performance management
Sound knowledge of people management skills and processes
Skills
Understanding how change effects people
Project management approaches, phrases, tools through full project lifecycle
Strong communication written / verbal
Ability to think tactically as well as plan and manage your own workload and as
part of a wider team
People management
Ability to manage performance
IT literate
Excellent communication skills including verbal and written
Experience of analysing complex written material and identifying and summarising
key issues
Ability to work collaboratively and apply feedback
Able to influence others including those outside of your direct working relationships
Strong motivational skills
Good planning and organisational skills
Good problem-solving skills
The ability to meet targets and deadlines
Experience
Project management of change projects
Large scale organisational change management
Managing a team
A proven ability in performance management and coaching
Previous experience of working in a customer focused environment demonstrating
empathy
Experience of casework management would be desirable but is not essential
Previous project management experience is essential
Competencies
Engaging People
Communicating Effectively
Communicates ideas and information effectively, both orally and in writing. Uses language
and a style of communication that is appropriate to the situation and people concerned.
Team Working, Diversity and Inclusion
Develops strong working relationships inside and outside the team to achieve common
goals. Breaks down barriers between groups and involves others in discussions and
decisions. Creates an inclusive environment, one from which all staff can benefit,
contribute and feel valued.
Customer Focus
Provides excellent services to meet internal and external customer needs. Understands
the needs and perspective of the customer and looks for ways to adopt an approach
during each stage of the process that is tailored and sensitive to their case or
circumstance
Organisational and External Sensitivity
Continuous Improvement
Continually look to improve my skills, knowledge and ways of working and seeking ways to
improve efficiency and value
Managing Change
Continues to perform an acceptable standard during times of change. Maintains awareness
of a constantly changing business environment and shows a desire to listen and be part of
new ideas
Organisational Awareness
This is about understanding the political landscape in which PHSO operates and some of
the challenges we face in our aim to deliver ‘more impact for more people’
Delivering Results
Negotiating and Influencing
Sells the benefits of the position they are proposing, and negotiates to find solutions that
everyone will accept.
Planning and Quality Focus
Plans activities to make sure resources are used effectively whilst ensuring quality is not
compromised.
Creative and Analytical Thinking
Is able to analyse situations, diagnose problems, establish and evaluate alternative
courses of action and produce practical and acceptable solutions. Continually seeks out
ways of improving processes by problem solving to identify the root cause before making a
decision.
Leadership
Maximising Potential
Actively encourages, and supports the development of self and others. Motivates and
empowers others to achieve organisational goals. Creates an environment in which people
take ownership of their own career progression, taking remedial action where needed
while acknowledging and celebrating success.
Decision Making
Looks at issues with a broad view to achieve the organisations goals. Thinks ahead and
prepares for the future.
Strategic Vision & Thinking
Using and understanding the bigger picture to uncover potential challenges and
opportunities for the long term, and turning these into a compelling vision for action.
This job description is not intended to be exclusive or exhaustive. It is an outline
indication of the areas of activity and may be amended to reflect the changing needs of
the organisation. Post holders are expected to undertake other duties and responsibilities
commensurate with the nature, level, scope and grade of the post.