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Provide coordination and administrative support across the Capita Fire and Rescue contract: produce MI reports, maintain records and trackers, coordinate governance/audit activities, organise meetings, follow up actions, and maintain process documentation and templates. Role is home-based with quarterly travel to training sites and stations.

Assess, investigate and decide on EL/PL and occupational disease claims, progressing caseloads to minimise litigation and cost. Ensure compliance with procedures and SLAs, liaise with clients and stakeholders, provide technical input, maintain quality targets, mentor colleagues, and deliver professional claimant communications.

The role involves delivering training, supporting managers, and maintaining learning resources to enhance career development in the Army recruitment context.

Lead and motivate teams of up to 15 Functional Specialists to meet service levels and KPIs, manage performance, staffing, coaching, quality assurance, risk escalation, and process improvements while supporting claimant care.

Validate the system against requirements by designing and executing test cases, scripts and data. Perform manual and automated testing across desktop, web, mainframe, mobile (iOS/Android), peripherals, and cross-browser environments. Use tools like Selenium, Playwright, BrowserStack, Azure DevOps, Rest Assured, TFS/Jira and SQL. Follow Agile processes and TDD/BDD practices, communicate findings, and manage daily test activities.

Lead cross-functional, data-led continuous improvement and quality programmes for contact centre clients using Lean Six Sigma (DMAIC/DDIS), process mining and analytics to drive customer experience and operational performance, deliver measurable value, and manage and develop CI/quality teams.

Provide administrative support for the Army medical screening process: liaise with applicants, careers offices, medical experts and third parties; manage paperwork, scanning, postal administration, phone and email queries, and prioritise tasks to ensure smooth recruitment operations.

Maintain and manage multiple Microsoft Project plans for complex programmes, updating schedules from project documents and meeting notes. Identify and escalate schedule risks and dependencies, provide planning insight for governance and reporting, and collaborate with project teams while working independently to keep milestones, dates and dependencies accurate.

Develop, maintain and quality-assure management information and Power BI dashboards from multiple client and Capita systems. Collate, interrogate and analyse data, troubleshoot reporting anomalies, respond to ad-hoc requests, engage stakeholders, and contribute to reporting and data analysis projects to support decision-making and continuous improvement.

Lead design, build, and productionalisation of AI and intelligent automation across Microsoft low-code and pro-code stacks. Deliver Copilot/agent experiences, Power Platform solutions, and Azure AI Foundry models. Own integrations, MLOps/LLMOps, governance, Responsible AI, technical leadership, mentoring, and driving enterprise adoption of agentic solutions.