Soft Services Manager

Company name: Mitie Communities Healthcare

Job Title: Operational Service Manager (Portering & Security)

Reporting to: Patient Logistics Manager

Job Objectives and Responsibilities:

1. QHSE: Follows the Company's QHSE procedures and ensures that the team performs their duties within the guidelines at all times.
2. Operational: Recruit, train, and supervise all team members ensuring training and qualifications are maintained within contractual obligations.
3. Leadership: Full responsibility for staff wellbeing and promoting Mitie's core principles.
4. Operational: Manages and delivers the service ensuring that contract obligations, KPIs, and agreed Trust and company policies and procedures are met at all times.
5. Leadership: Sets objectives and goals for the team, and decides what work needs to be done to meet those goals.
6. Leadership: Organizes, divides, and delegates the work into manageable activities, and selects people to accomplish the tasks that need to be done.
7. Leadership: Develops and implements Portering, Waste & Security policies, protocols, and procedures in line with the company and trust values.
8. Leadership: Measures and establishes appropriate targets and objectives, and analyzes, appraises, and interprets performance.
9. Leadership: Develops the team, recognizing that people are the company's most important asset.
10. Interpersonal: Works closely with matrons, ward sisters, and Trust leadership team members at all times.

Main Duties:

1. QHSE: Responsible for all the QHSE needs of the team.
2. Operational: Undertakes additional duties in line with capabilities as required.
3. Operational: Participates in disciplinary and grievance practices as required across the healthcare estate, in accordance with staff handbook and starter form.
4. Operational: Offers on-site training and support for staff.
5. Operational: Leads on absence management for the service ensuring return to work interviews are completed, absence levels are tracked, and the absence management process is followed.
6. Operational: Ensures the hospital has a reputation for high-quality Patient Logistic Services and seeks opportunities for further development.
7. Operational: Ensures assignment instructions, Risk Assessments, and SOPs are up to date and signed by all team members.
8. Operational: Completes Workplace + Scheduling and Daily Updates and reconciliations. Maintains HR files, training records, site pack, and Annual leave records within Workplace +.
9. Operational: Reviews reports on incidents and breaches, completes investigations, and reports injuries/incidents via ECO Online.
10. Leadership: Leads a team to ensure the delivery of a high-quality, timely, responsive, cost-effective, and proactive service to meet the needs of the wards and departments.

Person Specification:

1. Qualification: Very high standard of literacy and numeracy.
2. Qualification: Good working knowledge of Microsoft Office and competent in the use of technology.
3. Qualification: Expert in the provision of Patient Logistic Services across all areas.
4. Qualification: Excellent written and verbal communication and negotiation skills.
5. Qualification: Comfortable using Mitie's software programs and apps, e.g., Navenio, Learning Hub, People Hub, MPro5, Workplace +, Merlin Patrol System, Bodyworn Cameras, and CCTV/Panic Alarms.
6. QHSE: Understands the requirement to respect confidentiality.
7. Operational: Understands the organization's goals and objectives.
8. Operational: Ability to work to strict deadlines.
9. Leadership: Hands-on; drives a culture of high-quality customer excellence.
10. Leadership: Able to plan and manage own workload effectively.
11. Interpersonal: Reliable and flexible.

Health and Safety Responsibilities:

1. Follow Group and company policies and procedures at all times.
2. Report any deficiencies in systems of work or equipment that may result in failure of service delivery or risk to health and safety or the environment.
3. Use all work equipment and personal PPE properly and in accordance with training received.
4. Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.

Information Security:

1. Ensure compliance with Mitie's information security procedures in all activities.
2. Proactively identify and report security risks to your manager.
3. Report actual and suspected security incidents.