Job description

Job title:Senior Witness Liaison Officer

Reporting to:Adjudication Improvement Manager

Job family: Regulatory Casework

Level:C2

Role purpose

To support the adjudication improvement managerin providing and developing customer focused support for witnesses, targeting those who are most vulnerable.

To assist with the supervision of witness liaison officersand to deputise for the adjudication improvement manager where necessary.To assist with monitoring performance anddriving a culture of continuous improvementwithin the team.

Key accountabilities

Team supervision

  • Monitor and manage the workload of the witness liaison team on a day to day basis.
  • Provide advice to witness liaison officers on queries and issues arising, assessing information quickly and making decisions on next steps.
  • Carry out quality checks on the work of the witness liaison officers.
  • Ensure compliance with witness liaison and CMS record keeping within the team.
  • Assist the adjudication improvement manager in monitoring the performance of the witness liaison officers.
  • Assist the adjudication improvement manager with team meetings, one to one’s and objective setting for the team.
  • Lead on the induction and development of team members by providing coaching and mentoring to assist with their knowledge, skills and performance.
  • Complete weekly rotas ensuring there is witness liaison coverage for all witnesses across London.
  • Monitor hearings activity around the UK, ensuring witness liaison coverage at other locations where required.
  • Manage leave requests and make arrangements to cover for absence.
  • Deputise for agreed aspects of the adjudication improvement manager role where required, including attendance at meetings in their absence.
  • Assist adjudication improvement manager with recruitment and interviews for witness liaison officer vacancies.

Continuous Improvements

  • Assist the adjudication improvement manager in identifying systems and processes which ensure achievement of team objectives, KPI’s and service improvements.
  • Lead on improvement projects as assigned by the adjudication improvement manager.
  • Work to improve the service provided to witnesses throughout the FtP process, suggesting ideas for improvement and working with the team to capture ideas and to innovate.
  • Review information available to witnesses in correspondence and literature. Look for areas to improve the quality and accessibility of information provided.

Customer service and communcation

  • Provide a customer focused support service for vulnerable witnesses being aware of their needs, handling any issues in a sensitive manner and advising on procedural matters.
  • Work closely with and influencecolleagues across FtP to resolve issues with witness evidence and ensure high quality witness care.
  • Lead on cases involving high profile, difficult and complex witness matters. Engage effectively with reluctant and anxious witnesses, encouraging them to engage in FtP investigations.
  • Work to improve the management of equality and diversity matters relating to witnesses, ensuring our processes are inclusive.
  • Work to raise the profile of the witness liaison team across FtP, including providing training to staff across the directorate.
  • Attendcase conferences to identify any witness issues on cases and contribute to the smooth running of cases.

Management Information

  • Analyse and report on management information around the witness service, including data from witness feedback.
  • Devise and develop management information about the work for the witness liaison service.

Other responsibilities

There are a number of standard duties and responsibilities that all employees, irrespective of their role and level of seniority within the NMC, are expected to be familiar with and adhere to.

  • Comply at all times with the requirements of health and safety regulations to ensure their own wellbeing and that of their colleagues.
  • Promote and comply with NMC policies on diversity and equality both in the delivery of services and treatment of others.
  • Ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity in accordance with the provisions of the Data Protection Act 1998 and its amendments.
  • Comply with NMC protocols on the appropriate use of telephone, email and internet facilities.
  • Comply with the principles of risk management in relation to individual and corporate responsibilities.
  • Comply with NMC policies and procedures as compiled on the organisation’s intranet.

This job description is not exhaustive and as such the post holder is expected to be flexible. Any changes will only be made following a discussion with the post holder.

Person specification

Job Title:Senior Witness Liaison Officer

Qualifications and experience

  • Educated to “A” Level or substantial relevant experience
  • Experience of working with witnesses
  • Demonstrable experience of delivering excellent customer service in sensitive and difficult situations
  • Demonstrable experience of proactive involvement in improving procedures
  • Track record of managing own workloadeffectively and working autonomously
  • Experience of day to day supervision

Skills, knowledge and abilities

  • Ability to motivate and develop a team
  • Ability to pro-actively identify and resolve problems
  • Ability to work with minimal supervision
  • Excellent interpersonal and customer service skills
  • Excellent teamworking skills
  • Ability to deliver results
  • Excellent oral and written communication skills
  • Ability to work to targets and tight deadlines
  • Excellent IT skills – Word, Excel and Powerpoint
  • Accuracy & attention to detail

Personal qualities

  • Self starter who is highly motivated and flexible
  • Willingness to travel in the UK, occasionally including weekends and bank holidays
  • Committed to continuous improvement and innovation
  • A commitment to and understanding of the importance of equality and diversity
  • Understanding of the importance of confidentiality
  • Well organised and able to problem solve
  • Demonstrates a high level of integrity, patience, resilience, confidence and professionalism in dealing with pressured, unpredictable and sensitive situations.
  • Enthusiastic, flexible and positive attitude

Fitness to PractiseUpdated November 2014Page 1 of 5