Job Description

About this role

NHS login is a service that has been created by the NHS for patients and the public. It provides a re-usable way for patients to access multiple digital health and social care services with a single login, which includes authentication for returning users. NHS login can be used by the public to securely access their health and care information wherever they see the NHS login button. Digital patient-facing services that offer a health or social care related app or website can integrate with NHS login.

As part of the programme delivery, an NHS login app has been developed to allow a user to prove their identity and allow access to consumer services.

The ID Checker Team performs a manual ID verification function to process user submissions for an NHS login account.

The Identity Verification Supervisor will:

• Ensure smooth operation of the manual ID Verification function
• Supervise ID Verification staff and day to day management of individual team, ensuring strict process controls are in place
• Provide an escalation point to resources on a shift, covering ad hoc issues and management of the advanced complexity queue
• Responsible for the collation and maintenance of training materials.
• Providing training to new staff members and refresher training to existing staff on ID verification process, ID document validation, PDS traces
• Maintaining logs of risks and issues, managing and escalating where necessary
• Liaise with a variety of stakeholders including members of the programme team and ID verification colleagues with NBO and NSD
• Providing weekly reports detailing weekly progress, issues and analytics
• Coordinate ID verification shift rota for team
• Manage the ID verification team training passport including scheduling and facilitating sessions with the Home Office
• Hold Monthly 1-1 PDR review with team members
• Cover weekend shift and out of hours period, working on a flexible rota

Professional Competencies

• Governance: The ability to establish and maintain governance structures that define clear roles, responsibilities and accountabilities for the governance and delivery of projects and programmes, which align with organisational practice
• Assurance: The ability to establish and manage internal and external assurance processes and reviews at appropriate points, during and after a change initiative, which will inform governance, by providing evaluations of progress, methodologies
• Information Management and reporting: The ability to collect, store, disseminate, archive and carry out appropriate destruction of information in line with relevant information governance policies and procedures
• Quality Management: The ability to develop, maintain and apply quality management processes for projects and programmes.
• Resource Management: The ability to prepare and maintain an overall schedule for resource use in related change initiatives, which avoids bottlenecks and conflicting demands, and which sequences outcomes in order to enable the efficient realisation of benefits. Within this lies the ability to develop, implement and update resource allocation plans for change initiatives, taking account of availabilities and scheduling.
• Risk and Issue Management: The ability to identify and monitor risks (threats and opportunities) and issues, to plan and implement responses to them, and respond to other issues that affect the successful delivery of the project, programme or portfolio

Knowledge, Skills and Qualifications

• Qualified to BA Hons degree or equivalent
• Specialist knowledge of identity documentation including passports and driving licences from all countries. Understanding of security features of ID documents and ability to identify fraud or invalid documents.
• Information management, awareness of policy and guidelines on ID verification processes and documentation.
• Good written communication skills, including grammar and spelling
• Experience of maintaining filing systems both electronically and manually
• Experience of working in a busy office environment
• Proven ability to understand and react appropriately to risks and issues
• Ability to extract and understand technical/specialist information from various sources
• Previous experience requiring the handling of sensitive information in a confidential manner.
• Experience of maintaining one or more information systems, managing storage and retrieval of information or records