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Service Quality Officer

Permanent  for Serco in Kent

Serco is a FTSE 250 international service company that improves the quality and efficiency of essential services that matter to millions of people around the world. The work we do for national and local governments involves us in the most important areas of public service, including health, education, transport, science and defence.

We are looking to recruit a Service Quality Officer for Kent and Canterbury Hospital. This role will be working 40 hours per week Monday to Friday, and will include occasional weekend work.

Kent and Canterbury Hospital is part of the East Kent Hospitals University NHS Foundation Trust. One of the largest hospital trusts in England, with five hospitals serving a local population of around 759,000 people. We have a national and international reputation for delivering high quality specialist care, particularly in cancer, kidney disease, stroke and vascular services.

Job Purpose

To assist in monitoring of the soft FM contract, primarily at an operational level which will involve ensuring contract compliance over the whole range of the Soft FM Support Services and day to day operational problem solving. To undertake daily monitoring as laid down in the contract monitoring procedure ensuring that service, quality and value for money and duty of care can be demonstrated:

Undertake sample audits of the Services in line with the performance parameters and KPI'sTake responsibility for managing large audit projects in co-operation with other team members

Main Duties and Responsibilities

Carry out audits on all services (Housekeeping, Domestic, Linen, Accommodation, Portering, Catering, Waste, Helpdesk and Switchboard) across the site in line with SLAs agreed with the Trust (National Standards).Plan and manage a complex portfolio of audit projects, ensuring that the workload is effectively organised to guarantee efficient use of resources and to meet deadlines. To include project design, literature searching, form design, data collection, analysis, report writing and production of presentation material for audit and effectiveness projectsUndertake audits in line with the self-monitoring procedure and audit planPractice various techniques for obtaining data for projects, e.g. prospective data collection, surveys/questionnaires/evaluations and patient/staff interviews etc.Promote and encourage multidisciplinary audit and effectiveness projects, which will include understanding the patients' journeyMaintain and develop personal skills in audit and effectiveness, new IT initiatives. To maintain awareness of current NHS issues by regular contact with Clinical staffEncourage standardisation across departments and services and communication in the departmentEnsure the team proactively supports the Services in the delivery of their audit programmes including providing them with regular reports of the status of their programmes to facilitate project planningEnsure awareness and compliance with confidentiality, Data Protection requirements etc.Ensure the quality and accuracy of reports produced by the departmentManaging the day to day activity of the audit & effectiveness team staffTo attend and contribute to committees and other groups as appropriateTo provide leadership to the team for managing and undertaking the large Patient Surveys for the Services and ensuring that action plans are developedIdentify and address training needs for staff and department staff and to be involved with the delivery of such training by providing day to day support and formal workshopsTo provide specialist audit and effectiveness knowledge, training in IT skills for analysis of data, report writing skills, use of the Formic Scanner, use of the Intranet and Internet, awareness of Data Protection, ethics and confidentiality issues etc.Ensure compliance with operational policies on H&S, COSHH HACCP and other statutory legislationCoordinate the monitoring of all areas within Kent and Canterbury HospitalCarry out audits within service areas within Kent and Canterbury HospitalUndertake sample audits of the Services in line with the performance parameters and KPI'sTake responsibility for managing large audit projects in co-operation with other team membersReport results to Service/ /General Managers and Performance ManagerPrepare robust plans to deal with any required rectificationsCoordinating and peer auditingSupport Serco wide auditing as required

Key Skills, Qualifications, Training and Experience:

Supervising other staff, monitoring work standards and team working essentialHND or equivalent experienceAudit presentation skillsInstitute of Leadership and Management, level 2 (ILM)BICs training and assessor certificatesIntermediate Food Hygiene CertificationAble to demonstrate personal leadership and management skillsExperience of preparing reportsExcellent communication skillsComputer and keyboard skillsNumerate/literateNegotiating, influencing and diplomacy skillsInitiative and self-motivationFlexible with regards to working hours to include nightshifts and weekends when required

Job added on 23-10-2014