Department Manager - NNUH 5

To manage and be responsible for the delivery of a Soft FM service (Central Support, Domestics, Portering, Waste) within a demanding healthcare environment. This will include the operational management, development, improvement, and growth of the service area the post holder is responsible for, including delivery of the service financial plan. As part of the Extended Leadership Team (ELT) the role holder will be expected to make and act on operational decisions and set and lead by example under pressure. The Facilities Co-ordinator will maintain a safe working environment adhering to health and safety working practices and other service specific regulations and assist in the delivering a consistent and compliant service. The post holder will be required to deputise in the absence of the Operations Manager and support other management colleagues., Customer Focus:

• Takes responsibility for building customer advocacy and loyalty with all stakeholders at operational level, including Trust personnel, patients, members of the public, other Managers and work team members by fostering a partnership approach to all relationships.
• Understands key service drivers and contingencies, and actively works through their team to deliver solutions which enhance the delivery of exceptional service and align to operational requirements and priorities.
• Provides clear focus, accountability, and engagement to their team, clearly recognising issues, problems and opportunities which may impact team performance, and
pro-actively helps to overcome barriers to execution.
• Measures team progress and evaluates results; reprioritises as appropriate and prevents distractions from interfering with timely delivery of results.
• Applies the Serco Governing Principles in all customer interactions.
Operational Excellence:
• Provide high quality compliant services to ensure operational excellence for the customer.
• Always operate within the Serco Management System (SMS).
• Manage effective resourcing levels through arranging the duty rota, and sourcing annual leave and absence cover.
• Assist in the development of service procedures and protocols, ensuring they are always up to date and reflective of the service being delivered.
• Promote a Safety-first culture and ensure compliance with Health and Safety regulations.
• Responsible for delivering Service Level Specifications (SLS)
• Collate data for PMS reporting.
• Liaise with Trust staff, patients and visitors to resolve operational issues.
People:
• Responsible for people management of the frontline teams, including Recruitment and Selection, Training (mandatory and skills), Performance Development Reviews, performance issues, conduct and absence management, process leavers.
• Responsible for reporting conduct and absence cases to MyHR and seeking their guidance.
• Responsible for investigating pay queries.
• Responsible for accurately recording time and attendance using the T&A system.
• Responsible for looking out for the health and wellbeing of Serco employees and acting where necessary.
Financials:
• Prepare and manage rotas in line with the departmental budget.
• Operate within overtime procedures gaining Operations Manager sign off for use of overtime.
• Operate within equipment and resource budget.
• Identify and implement cost saving efficiencies within the designated service.
Other:
• Participate as a full member of the ELT, attending team meetings, sharing good practice, and contributing effectively to debates.
• Undertake other ad hoc duties as prescribed by the Operations Manager and within the scope of skills and capability.
• Act with integrity, honesty, and knowledge to promote the vision and values of Serco.
  
  Strong leadership skills: influence, support and steer a large diverse team.
• Highly self-motivated and ability to motivate others.
• Effective communication skills: to communicate with employees, patients and Trust staff in formal and informal situations.
• Strong written and oral English language skills.
• Strong customer care skills.
• Strong people management skills including managing absence, conflict, discipline & grievance, performance, learning and development.
• Numeracy skills required for understanding budgetary requirements.
• Confident with using Microsoft suite as well as online systems such as T&A, MyHR, SAP.
• Able to work to agreed standards and follow work instructions.
• Working in facilities management / hotel service's operational role.
• Managing a team.
• Awareness of good business management practices e.g. staff rostering, policies and procedures, people management.
• Problem solving at an operational level.
  
  At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
  
  Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.
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