Quality & Improvement Manager- 12 months FTC

Job summary

The purpose of the role is to improve consistency, service, and process efficiencies so building managers within the Centre Management function have support and guidance to provide an excellent customer experience to our customers. The post holder will report to the Senior Customer Transformation Manager.

Main duties of the job

1. Assist Portfolio Managers in the development of ORMs; providing support, training, information, and knowledge to enable them to successfully deliver the daily operational tasks of Centre Management.
2. Accountable for Internal Audits, record issues and produce action plans. Provide support and guidance to ORM/PM in closing out remedials. Monitor progress and provide monthly report to Senior Customer Transformation Manager.
3. Investigate Incidents and Accidents, support ORMs and PMs in identifying remedials actions. Produce Action Plans and monitor to ensure remedials are completed.
4. Assist with the operational management of sites within geographical area with new starters.
5. Contribute towards service strategies such as premises development, LIFT initiatives, improved facilities, and capacity to extend service delivery hours in the community.
6. Work closely with the ORM, CHP Property and Business Information team to increase utilisation of space and marketing of bookable space.
7. Support the ORMs and Property Teams during any emergency/major incident.
8. Report assurance issues in a timely manner.
9. Escalate any property related issues to Portfolios Managers/Senior Portfolio Manager for discussion at contract review meetings.

About us

Community Health Partnerships (CHP) is wholly owned by the Secretary of State for Health and Social Care and a key member of the NHS Family. Set up in 2001, we work to improve community-based health and wellbeing services by providing and managing high quality NHS estate. Through our LIFT (Local Improvement Finance Trust) programme, 350 local health care buildings were designed, built and funded and are currently operated, with CHP acting as Head Tenant in most. We have a head office in Manchester and regional offices in Birmingham and London and support a hybrid working model wherever possible in line with the needs of the business. We value diversity and pride ourselves on having a strong track record of delivering value to the NHS and our dedicated employees are at the heart of our success. We offer a rewarding environment to our employees and believe in nurturing a high performance culture where everyone can achieve their personal best. Our benefits package includes 25 days holiday per year, a generous pension scheme, Employee Assistance Programme, Healthshield and more.

Date posted: 15 April 2025

Pay scheme: Other

Salary: £45,000 to £52,000 a year

Contract: Fixed term

Duration: 12 months

Working pattern: Full-time

Reference number: RR0078

Job locations: Skipton House, London, SE1 6LH

Job description Job responsibilities

The Customer Service Manager (Quality & Improvement) role will have core responsibility for delivering a consistent and effective Centre Management service to CHP Tenants. The purpose of the role is to improve consistency, service, and process efficiencies so that our building managers within the Centre Management function have support and guidance to provide an excellent customer experience to our customers. The role itself is not dealing with customers directly but instead mentoring those who do, through support and guidance to achieve a more standardised approach to the customer service we deliver. The post holder will report to the Senior Customer Transformation Manager. The role will be accountable for:

1. Responsible for Building and Service Audits, producing action plans where needed.
2. In support of P&O teams, provide direction and assistance to ORMs so that the site meets the requirements of patients, service providers and building users.
3. Manage requests for information, data gathering, reports, and briefings from customer stakeholders.
4. Responsible for ensuring Customer Satisfaction surveys are completed in line with timescales.
5. Investigate accidents/incidents, report on findings and make recommendations on remedial actions if appropriate.
6. Provide support to ORMs and P&O teams with the coordination of community engagement activities.
7. Responsible for reviewing processes and procedures and identifying efficiencies with ORMs and the wider teams.
8. Support and edit the relevance within the ORM handbook, inductions, and any change management in ways of working.
9. Ensure regional teams are focussed on customer centric KPIs and outputs. This role is based in London/South region with national travel.

Person Specification

Qualifications Essential

• Customer Service Management Qualification or equivalent
• IOSH managing safely.

Experience Essential

• Customer service/relations management
• Performance management
• Report preparation
• IT literate

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name: Community Health Partnerships

Address: Skipton House, London, SE1 6LH

Employer's website: https://communityhealthpartnerships.co.uk/