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Patient Experience Manager job in Middlesbrough

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Job Ref:  CA_38309
Employer:  Carillion plc
Job Type:  Permanent
Country:  United Kingdom
City:  Middlesbrough
Post Code:  TS3
02/10/2016 01:06

Purpose of Role
Carillion is one of today’s leading infrastructure, building and business services companies with 40,000 employees and an order book worth over £9billion. In the UK and overseas our people are working in areas vital to society. We are designing, building and maintaining new environments for business and leisure and safer, more reliable transport networks. Together with our clients in health, education, commercial property, local and national government, transport and defence we are finding innovative, sustainable ways to improve the quality of life for NA roles that provide support services in portering/logistics, patient dining and/or retail catering, security, cleaning, housekeeping, laundry, helpdesk and switchboard and estates within our buildings, property and estate management NA to manage Soft Services across single or multiple Service Streams to predetermined Zone(s) of the Hospital. To ensure that all Soft Services within a Zone(s) of the Hospital are delivered effectively and efficiently at all times in accordance with appropriate guidelines and contractual NA delivering this service expected to focus on issues of Health and Safety, productivity, quality with a focus on customer care and continuous service improvement through performance management, resource planning, staff training and motivation by leadership.

Principal Accountabilities
• Manage a team across all Service areas in a Zone(s) of the Hospital on a day-to-day basis ensuring full coverage of rosters and effective completion of duties in line with performance standards.• Maintenance of standards of service including daily inspection and quality control, formal performance monitoring in line with the PPM’s and reporting as required in aligned Zone(s) of the Hospital.• Ensure regular and proactive communication within the Hospital Zone(s) taking responsibility for team leadership and client liaison.• Ensure that Soft Services staff are proactive in identifying and reporting maintenance defects etc as part of their daily duties.• Building effective working relationships with senior ward staff/departmental Managers, patients and visitors to the Hospital, developing trust and understanding between the Services and Trust staff in aligned Zone(s). • Knowledge of CAFM and other systems that support in the delivery of performance monitoring data, KPI measurement and all other required management information.• Assist in the management of supplies, chemicals and consumables relating to the delivery of all Soft Services. Stock control and issuing in line with procedures. • Proactive management of infection control standards with comprehensive liaison with Trust infection control staff in aligned Zone(s).• General knowledge and use of domestic/portering and/or logistics/catering equipment to enable training on the correct usage, storage and cleanliness.• Promoting a culture of customer service and the meeting of Carillion’s Values.• Leadership of staff in a specific Hospital Zone(s) including assisting with recruitment, interviewing, induction, training, control of absence and timekeeping, appraisal, performance and standards of behaviour and dress.• To ensure that all Patient Services functions in aligned Zone(s) are undertaken in a professional, competent and safe manner.• Comply with the Company's policies and procedures to ensure efficient and effective service deliver. Ensure that all Services are fully compliant with all statutory and regulatory requirements including adherence to all internal procedures whilst ensuring performance standards.• Responsible for managing targets within aligned areas of responsibility as agreed with Line Manager (e.g. optimum resource management). • Undertake audits, inspections and risk assessments as necessary. To undertake on a monthly basis formal audits and inspections of all areas of responsibility and equipment and take remedial action as appropriate. All inspections to be unannounced including evenings, weekends and holiday periods eg Bank Holidays.• Undertake regular team briefings and tool box talks.• Assist in the recruitment and retention of appropriately skilled staff thereby ensuring effective resourcing across all Service areas in aligned Zone(s).• Identify training and development needs of staff and assist with the delivery of training as appropriate.• Ensure staff across all Services are allocated appropriate tasks in order to carry out the Service to the required standards.• Provide support for the Senior Patient Experience Manager in conducting disciplinary and grievance procedures in line with company policy.• Advise the Senior Patient Experience Manager of any issues associated with the Patient Services.• Assist in the management of equipment ensuring all equipment inspected on a regular basis in line with a planned programme.• Complete formal and informal staff briefings, input to staff training as required. Ensure all mandatory training requirements are complied with.• Undertake appraisals and set objectives with staff in aligned Zone(s).

Additional Role Information
Working Week – Monday – Friday (Core Business hours)

Health and Safety Responsibilities

  • Follow and ensure compliance of Group and Company policy and procedures at all times.

  • Reporting of all and any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment to Line Manager and/or via divisional incident reporting system.

  • Ensure that all staff are effectively trained in the use of all personal PPE and that it is worn and used in the correct manner and in line with company policy, corporate governance and HSE Regulations.

  • Reporting accidents, near misses or non-conformities and ensuring the correct completion of risk event forms.

Key Values and Behaviours (People Success Factors)

Carillion is a people business – it’s our people and their drive to do their jobs to the best of their ability that makes us different

Planning and Organising
  • Delivers all outputs expected in an organised and efficient manner;
  • Is able to plan and organise complex tasks often involving the wider team;
  • Understands the importance of self-development and actively looks to progress;
  • Can confidentially discuss work specific issues as well as listen and respond to the needs of others.

Achieving and Doing
  • Highly motivated, regularly deliver value to the business through their actions and outputs;
  • Consistently delivers measureable objectives and targets, going beyond what is expected;
  • Delivers all necessary health, safety and environmental standards and actively seeks to improve working practices;
  • Takes pride in their work and actively seeks to improve the way they work.

Makes Relationships Work
  • Open and honest and willing to raise issues ie does not “sit” on problems which need to be addressed;
  • Is happy to ask questions when unsure and to speak out at appropriate times eg health and safety issues;
  • Has the ability to compromise when appropriate and stand firm when it is not;
  • Collaborates with colleagues and always willing to share knowledge and learn.

Business Awareness

  • Through their direct action makes the best use of resources within their control;
  • Is efficient without reducing customer service or quality of delivery;
  • Aware of the range of services the business can offer and suggests them when they get the chance;
  • Delivers day to day but also knows what needs to be done to meet the long term goals of their Contract.

Customer Service
  • Focuses on delivering for the customer;
  • Owns customer issues, resolves them and gets to the root causes so it won’t happen again;
  • Brings best practice to the team and uses it to meet customer needs;
  • Challenges what is being done every day to find better ways of working.

Always Improving
  • Clear about achieving their performance objectives and able to look at their personal development;
  • Identifies and changes ways of working for the better in their own job;
  • Thinks about the longer term view ie Contract term or project duration and plans accordingly;
  • Actively seeks to improve delivery to and for the customer.

Handling Change
  • Maintains personal performance through change;
  • Maintains “business as usual” through uncertain times;
  • Often focuses on what they can influence rather than what they can’t;
  • Shares areas of best practice within local team.




Level of education and qualifications

  • Management qualification
  • NVQ 3 or 4 qualification or equivalent
  • Good standard of education
  • IOSH – Managing Safely

  • BIFM Accreditation
  • Food Hygiene

Knowledge and Skills relevant to the post

  • 2-5 years business experience with proven leadership experience
  • Ability to provide an excellent level of customer service
  • Understand importance of meeting Key Performance Indicators to a required standard
  • A good knowledge of Health & Safety
  • Computer literate

People Management Experience
  • Recruitment and Selection experience
  • Discipline and Grievance experience
  • Sickness Management
  • Experience of Employee Engagement
  • Ability to effectively undertake performance management tasks

  • Proven ability to manage and control spend through effective resourcing

  • Change management experience

  • P&L Control

Additional expertise acquired through practice or training

  • Self-motivated and able to motivate others within a team
  • Ability to work using own initiative
  • Good interpersonal and communication skills
  • Ability to react quickly and under pressure when required
  • Ability to receive and understand information in a variety of formats
  • Ability to plan and organise own work and activities of team
  • Ability to stay composed and maintain professionalism whilst under pressure and encourage the same in others
  • Able to effective identify continuous improvement and manage all and any associated change
  • Ability to recognise training and development needs of self and others

Personal Qualities

  • Professional
  • Adaptable and flexible approach to work related issues
  • Confident, friendly, reliable, responsive with the ability to meet client, user and staff expectations
  • Ability to maintain and support corporate image
  • Ability to communicate effectively at all levels
  • Ability to show compassion and be approachable in a variety of situations

Additional Information

  • Ability to work shifts to meet the needs of the department
  • Flexibility to work additional hours often without prior notice and when required

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