Test Manager1

Job Overview

Job Purpose

To provide a front-line service to all customers (including current employees, prospective employees and line managers) making decisions to ensure that employment advice, guidance and processing activity comply with policy, rules and legislation.

Statutory Responsibilities

Active engagement, participation and compliance with any other statutory responsibilities applicable to the role, as amended from time to time.

Budgetary Responsibility

Not applicable

Services

Not applicable

Job Specific Outcomes

• Advise on a broad range of people issues including policy advice, recruitment, absence and health, grievance matters, conduct and capability and other general employment matters ensuring the implementation of policy, legislation and best practice.
• Carry out complex payroll calculations and ensure payments are processed in accordance with policy.
• Appraise and give guidance to employees and line managers, so they can easily access online information that support activity and decisions in relation to the services.
• Maintain and update payroll and information systems and ensure accurate recording of employment, personal, staffing establishment, and payroll information.
• Preparation and issuing of contractual documents regarding appointments, terminations and employment variations.
• Ensure all work undertaken complies with the department's SLA’s, objectives and relevant legislation in order to achieve a consistent customer experience across the department.
• Proactively deal with all complaints according to agreed standards, escalating as necessary to ensure a robust and consistent approach to maintain customer confidence.
• Undertake a range of ad-hoc work as required on projects or change initiatives to contribute to the development and improvement of service delivery.
• Undertake meetings with individuals and managers where problems have been identified, to resolve the issue in line with legislation and / or departmental policy.
• Ensure safeguarding processes are promoted and implemented to protect vulnerable adults and children.

Job Specific Outcomes (Cont)

Job Specific Outcomes (Cont.)

Person specification

Not applicable

Qualifications

Essential: Level 3 Qualification (e.g. CIPD, CIPP) or equivalent level of experience.

Knowledge

Essential: Knowledge of the work of the department and its services to the public.

Desirable: Knowledge and understanding of HR legislation, policies and guidelines

Technical Work Based Skills

Essential: 

• Ability to proficiently use Microsoft Software Packages.
• Literate and numerate; able to read and understand and explain complex legislation, calculate customer claim data, write letters and complete departmental forms.

General skills / attributes

Essential:

• Ability to deal with difficult, complex, sensitive and contentious customer issues.
•  Ability to use listening and investigative skills to understand customer circumstances to make appropriate decisions about any case or enquiry.
• Ability to look objectively at a situation to ensure that all outcomes are thoroughly assessed before deciding on the appropriate course of action.
• Able to read non-verbal communication (gestures/body language) and be aware of self and how they are perceived by others.
• Ability to question and understand the real, underlying needs of the customer, beyond those initially expressed.

Desirable: 

• Ability to speak a relevant community language e.g. Portuguese or Polish and demonstrate a cultural awareness to support customer’s whose first language isn’t English.

Experience

Experience of working in a customer focused environment providing advice, support and guidance face to face, by phone, email etc.

Personal Attributes

Appointees to this role will be required to adhere to and perform their duties in line with the standards identified in the Government of Jersey tier 5 core accountabilities attributes and behaviour indicators.

Competencies