Soft Services Manager

The Human Group North East Limited
Middlesbrough, UK
15 Oct 2019
22 Oct 2019
Contract Type
Full Time
The Soft Service Manager will be responsible for the day-to-day management and future development of the assigned soft service ensuring full service delivery. Services encompasses both patient and non-patient related duties, and the post will involve reviewing services and communicating with customers to ensure that their needs and expectations are consistently met and are aligned to contractual specifications.

-Deliver a high quality service throughout the Client Site by meeting and exceeding needs and expectations within the resources available, and through the development and maintenance of method statements and work schedules;

-Monitor and maintain daily performance standards and response times, where appropriate undertake immediate corrective action to prevent the potential for complaints being made against the contract.

-Responsible for the recruitment of staff to pre-determined levels and for the deployment and management of staff taking appropriate corrective action, where necessary, to maintain discipline.

-Consult on any changes in the respective schedules, in conjunction with the leading clinical staff, employees and trade unions with regard for customer feedback.

-To act as the first point of contact for all users of the Service. In terms of complaints, ensure that corrective action is undertaken promptly. Where necessary drawing on the support of the Head of Soft Services

-To comply with all statutory requirements in particular Infection Control, Health and Safety and Manual Handling Regulations, ensuring contract compliance at all times.

-To comply with all Company policies and procedures, ensuring quality control documentation is supplied in timely and accurate fashion.

-Support in ensuring compliance within the Contract Management Plan within your assigned area of responsibility.

-To monitor income and expenditure against the budget framework and to take corrective action where necessary.

-To be responsible for the security of the departments resources in particular equipment, stocks and personnel.

-Responsible, in collaboration with other service managers, in identifying improvements in service delivery methods within all assigned and associated Services

-To record absence and sickness and conduct initial return to work reviews and investigations.

-In conjunction with the Head of Soft Services, undertake formalised monitoring of customer feedback and to ensure regular "Tours of Inspection" are undertaken within your respective service area.

-To produce monthly service performance reports using computer based systems, which support and help identify areas of pressure, and consider changes to the delivery of the service accordingly.

-Through liaison with the Manager and/or Supervisors, ensure staff follow the agreed work schedules and procedures within the department and associated areas.

-To ensure the effective delivery and audit of a clean and/or safe environment ensuring adherence to the Company's standards of cleanliness, hygiene and infection controls

-Typically manages cost centre budget (first line budgetary accountability)

-Identifies ways to reduce cost and improve service

-Manages variable costs (e.g. overtime and agency costs)

-Develop and write business cases to support in the procurement of additional material, equipment or services to further develop the service

On-call duties may apply as well as some weekend working.


-Thorough working knowledge of one functional area through significant job experience & training;

-Experience of supporting a business contract and/or providing support to a professional function;

-Likely to have 5 years business experience and/or be a fully qualified professional with minimum of 2 years PQE with Intermediate Level Qualifications;

-Required to be proficient in the development, use and interpretation of complex spreadsheets and databases including payroll related activities;

-Strong commercial acumen that supports contractual changes and variations.


-Flexibility and adaptability

-Good organisation skills

-A 'can do' attitude

-Ability to work effectively alone and as part of the team

-Present a professional image

-Ability to work within a busy environment

-Ability to work under pressure

-Ability to follow departmental regulations and assimilate training

Attention to detail

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