Trust Services Area Manager

Broster Buchanan Ltd
£40,000 - £49,999
30 Sep 2019
04 Oct 2019
Retail and Sales
Contract Type
Full Time
Our client is a well-established, market leading outsourced services provider, with a particular focus on the healthcare sector, the NHS a key customer.

An exciting new role has been created in line with business growth and a major transformation program.

As Trust Services Area Manager you will take ownership of the Hertfordshire region, ensuring the 'bank staff' services are delivered to expectation, splitting your time between your remote location and customer sites.

Role summary:

This critical role is accountable for the recruitment operations and service delivery working collaboratively with the Regional Relationship Teams to ensure the operation is aligned to client strategy. The role is both remote and on-site management, leadership and development for up to six regional Trust Services Teams.

The local internal and external customers will look to the Trust Services Area Manager to ensure there is exceptional customer support and faultless experience. It is a challenging and rewarding role that requires strong leadership, excellent time management and an ability to prioritise a variety of demands. The customers and internal stakeholders are equally as important and the local service delivery performance results will be a measurement of success.

The successful candidate will have a track record in large scale recruitment delivery and client services or customer success roles.


* Lead, manage, mentor and develop Trust Services team members either directly or through the Senior Trust Services Partner

* Create personal development plans for all direct reports

* Encourage a collaborative approach to making the customer experience quick, simple and helpful

* Escalation point of contact for Trust Services team members and client for operational issues

* Overall responsible and accountable for the service delivery from the Trust Services Teams, including resource and performance management and contractual obligations

* Recruitment and onboarding of new team members

* Attend relevant weekly/monthly central services calls to keep up to date with any operational issues that need to be resolved by the Trust Services Teams or new products/services that are being introduced

* Interpret complex data to measure the success of contract delivery, pre-empting areas of underperformance, working with the Trust Services Team to address these areas and presenting solutions and outcomes to senior managers

* Collaborate with the regional Strategic Relationship Manager to ensure there is effective communication about operational and strategic challenges and opportunities

* Develop business proposals/ business cases on service improvement initiatives, present, implement and monitor success in collaboration with the regional Strategic Relationship Manager


* People performance and development including objective setting, weekly reviews and individual career planning with direct reports

* Attend client operations meetings and feedback to regional Trust Relationship Manager and Strategic Relationship Manager

* Attend regular review meetings with the regional Strategic Relationship Manager to advise on operational performance and escalate any client issues or ideas for improvement

* Hold quarterly meetings with the relevant central services managers to keep them updated with local delivery performance and issues and encouraging collaborative working

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