Service Delivery Manager

Application Deadline: 25/04/2019

Job Details

Location: Exeter

Salary: £24k-£27k

Sector: HE, FE, Workplace, Social Care, Mental health, ABI

Job Description

Brain in Hand is a dynamic and rapidly growing technology company with a mission to transform the lives of people with autism, mental health difficulties and neurological conditions using cloud-base software and high quality in-person support.

Our Service Delivery team is responsible for ensuring that our customers have a first-class experience, from their initial enquiry about our services to being established Brain in hand users. The team deals with requests for information, orders and purchases, liaises with family members and support organisations and coordinates the set up and delivery of the ongoing specialist support for Brain in Hand users.

Our users access Brain in Hand via a range of funding streams including Education Health & Care Plans, Disabled Students’ Allowance, Access to Work Grants and private purchase.

Due to our continuing and rapid company expansion we are looking for a self-motivated, enthusiastic and values-driven professional to lead on Service Delivery and shape this new role to make a signification contribution to the growth of the business.

We are looking for someone who has a proven track record of project management within a user-led customer service environment and would like to hear from outstanding individuals with the skills to develop and manage our Service Delivery processes in a customer-focussed way.

This role is office-based in Exeter, but some regional (and occasionally national) travel will be required in order to support our field-based Specialists, engage with key stakeholders and to attend events as necessary.

Role Specification

Our Service Delivery Manager will need to get stuck into the detail, developing and implementing strategies and processes.

Key tasks within the role include but are not limited to:
 Contributing to the continuous improvement of our Service Delivery processes, in particular the ways in which we engage and communicate with our service users and their supporters.
 Writing clear and precise copy for email and text communication with our service users, as well as contributing to the development of guides, resources and policy documents that are easily understood by our client groups.
 Coordinating the production, review and implementation of internal process and policy documents in relation to Service Delivery.
 Line managing our Service Delivery Support Officers and responding to queries raised by the team, e.g. funding or process queries, complaints, safeguarding concern with regards to our service users.
 Supporting best practice across the Service Delivery team, including contributing to the development of our Service Delivery Support Officers, Officers and field-based Specialists.
 Encouraging the collaboration and engagement of purchasers, referrers, supporters and other key stakeholders in the service users’ Brain in Hand journey

This list is not exhaustive, and other tasks and projects will emerge to suit the needs of the team and the business.

Application Process
If you are looking to be part of a passionate, fast-growing team, please register your interest with us by submitting a tailored CV and a short (one-side of A4 max) covering letter outlining your suitability for the role.

Applications should be addressed to Sarah Todd, Service Delivery Director, at The closing date for this role is 4pm on Thursday April 25th.