JOB DESCRIPTION
Job Title: Registration Service Manager
Office: Infrastructure, Management and Operations
Directorate: Economy, Transport and Environment
Reports to: Head of Community & Cultural Services
Grade: MB3
Location: Shire Hall, Cambridge
Hours: 37
Job Purpose:
•
Manage and monitor the effective delivery, performance, development
and improvement of the county’s registration service, ensuring high
standards of customer service, professional best practice and legislative
compliance, whilst minimising costs to the Council.
•
Fulfil the statutory role and duties of Proper Officer’s representative for
the county of Cambridgeshire.
Principal Accountabilities
1. Quality and Performance Management
•
Oversee the collation and analysis of accurate, meaningful and timely
performance management information to support service monitoring and
planning, including regional and national benchmarking.
•
Monitor and report to the Head of Service on performance levels and
develop action plans to meet targets and continuous service
improvement
•
Compile and submit the Annual Report on performance to GRO in
accordance with legislative requirements
•
Oversee regular stakeholder consultations, monitor customer complaints
and on-going customer feedback and determine opportunities for
improvement.
•
Identify best practice inside and outside Cambridgeshire, and manage a
programme of continuous improvement to ensure consistent application
of best practice across the service.
•
Ensure that Registration Service staff maintains full up to date
knowledge of relevant registration law and procedural requirements to
enable them to consistently adhere to current legal and procedural
practice.
2
People Management
• Lead, develop, motivate and support a skilled workforce that is able to
promote and deliver the Registration Service to a high level of customer
satisfaction.
• Oversee the recruitment, management, training and performance
management of all Registration service staff in line with County Council
policies and procedures, ensuring supervisions are timely, performance
levels monitored, annual appraisals and 6 monthly reviews conducted,
and addressing any issues.
• Directly manage the 2 Area Registration Managers, and 1 Business
Support Manager.
• Oversee the assessment of the professional and customer care skills of
all staff through regular inspection, and provision of appropriate training,
coaching and mentoring.
• Support staff through change, ensuring they are motivated, well
informed, and clear about service vision, direction and objectives.
Encourage positive attitudes to change, challenge resistance and drive
modernisation across the service.
3 Operational Management
•
Lead the delivery of an efficient and effective Registration Service
countywide in accordance with legislative requirements, national
guidance and performance targets.
•
Ensure that statutory functions such as quarterly copies, register
management, certificate production and income management are
carried out in accordance with legal requirements
•
Oversee the provision, delivery and extension of Citizenship related
services, including citizenship ceremonies, Nationality Checking and
Settlement Checking Services, ensuring that advisors are fully trained,
and provide services as defined in the OISC licence
•
Ensure all aspects of the inspection and licensing process of approved
venues / religious buildings to host civil ceremonies, are carried out
effectively.
•
Ensure the provision of public information on registration and coroner
services through all appropriate media and oversee the service’s
marketing strategy and associated activities
•
Ensure operational working practices and processes are devised as
required, further to strategic decisions agreed with the Head of Service
•
Ensure the management of staff rotas to ensure that customer services
are delivered as advertised, appointments are on-time, statutory
requirements are met and all statutory and non-statutory ceremonies are
carried out as planned, while deploying staff to maximise efficiency.
4 Finance and Asset Management
•
Take responsibility for monitoring expenditure and budget preparation
for the Coroners’ Service. Manage and actively monitor expenditure
against budget, forecast outturns, identify problems and opportunities
and implement interventions, managing expenditure within annual
budget constraints. Calculate and submit annual and projected income
and expenditure budgets.
•
Actively monitor and report on income generated, and take action to
meet income targets. Identify, evaluate and develop additional income
generation streams and opportunities.
•
Ensure the use of rigorous up to date financial procedures and
processes which meet legislative, CCC and GRO requirements and
ensure that these are communicated to, understood and applied by all
staff
•
Liaise with Home Office and Ministry of Justice regarding fees for
statutory and other Home Office services
•
Establish and oversee contracts and Service Level Agreements with key
internal and external suppliers, negotiating and influencing to secure
best value for CCC
•
Oversee the effective management and use of Registration Office
buildings, equipment and resources across the service, ensuring a
consistently high quality environment for customers.
•
Ensure systems are in place to manage, monitor and maintain a healthy,
safe and secure environment throughout the service, in accordance with
Council procedures.
•
Act as system ‘owner’ for all core service specific IT systems including
Zipporah, RON, RSS, CAMDEX
5 Planning and Development
•
Plan, implement and monitor the Registration Service Plan ensuring that
all performance targets, objectives and reports are achieved, by
agreement with the Head of Service
•
Contribute to the overall direction of Community and Cultural Services
through membership of the Management Team and corporate and
partnership working.
•
Represent Cambridgeshire in local, regional and national forums as
appropriate and promote a positive image for the service. Deputise for
the Head of Service at internal and external meetings as required.
•
Ensure that registration services are delivering effectively in line with
nationally developed policies, regulatory and demographic changes.
Manage major projects aimed at improving and modernising the design
and delivery of services, as specified within the Annual Service Plan.
•
Work closely with other authorities to coordinate approaches to service
development and ensure, wherever possible, a common approach
•
Work to establish functional and service priorities, looking ahead to the
next five years
•
Maintain readiness to respond to any emergency in accordance with the
Office, Directorate and Service business continuity plans.
6 Functional Lead
•
Act as the Proper Officer’s representative and fulfil the roles ,
responsibilities and duties set out in the relevant statutes, liaising with
the General Register Office to maintain full and detailed personal
knowledge of all aspects registration law and procedural requirements
•
Advise the Head of Service on legislative, technical and procedural
changes, service trends and other factors that have a bearing on the
planning and delivery of registration services.
•
Ensure that statutory changes to the Registration Service are
implemented effectively and on schedule.