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Service Assurance Manager - Cleaning - Soft FM

NHS Property Services Ltd
Closing date
27 Jul 2021

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Contract Type
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NHS Property Services Ltd is one of the largest property owners in the UK, with a £3 billion asset portfolio, some 4,000 properties, 3,000 employees and an annual income of over £700 million. Our aim is to deliver outstanding quality across our estate in partnership with NHS organisations, generating cost efficiencies that will benefit our tenants, patients, and the wider health economy.

This role is responsible for the development and ongoing governance in relation to cleaning services for NHS Property Services nationally.

This role is the subject matter expert for the cleaning service, responsible for the definition, standardisation, governance, and implementation of best practice. The role holder will implement effective governance to ensure agreed performance standards are delivered nationally. The role holder will develop and implement an effective and robust auditing process to ensure standards are maintained. The role holder will proactively engage with key stakeholders nationally to ensure a standardised approach to cleaning services, the role holder will be the contact as a subject matter expert for queries and advice nationally. The role holder will provide expertise to the entire nationally owned and leased NHSPS estate.

Key Responsibilities

Service Governance

Develop service standard operating procedures, plan and execute roll out, ensuring all cleaning services employees are trained in-line with the procedures.
Develop governance structure, ensuring compliance with NHS cleaning standards, plan and execute roll out and awareness training of audit process, operationally and as SME for the service
Responsible for the development programme for all individuals delivering cleaning services, linking in with the operational training plan
Responsible for the development of service KPI's and for the development of a fit for purpose data capture processService Improvement

Accountable for ensuring service procedures and policies are up to date and fit for purpose.
Develop and deploy a range of operational improvement methodologies (Lean, 6 sigma) to drive operational improvement to deliver continual improvement in cost,quality and service improvement
Analyse performance of areas cleaning services nationally reporting into Head Service Assurance and Regional Heads of Operations
Develop a range of options to address performance shortfalls, based on detailed analysis and professional judgement.
Develop communities of best practise to drive continuous improvement and the sharing of best practice for each service line
Continuously work with industry bodies and experts to stay abreast of best practice and innovation and implement that into service propositions.
Execute specific improvement intervention activity where required
Provide leadership, coaching and expertise to senior managers to ensure robust operational improvement plans are in place and delivered.
Ensure effective operational improvement tools and methodologies are understood and applied (e.g., the principles of 'Root Cause Analysis', 'Just in Time')
Provide technical advice, expertise as and when required to Operations and Operational Heads of department
About You

You will be a passionate, professional within the Cleaning/FM sector. You would carry expert knowledge of cleaning services both within Health care and Commercial

sectors. You will have experience in delivering large change projects across a complex environment, a proven knowledge of industry standards. Experience in developing governance and performance processes/systems. An able communicator, experience in stakeholder management up to COO level. A proven track record of leading improvement programmes across a large portfolio.

Why you should join us

Go further in your career and join our talented community. We are different from other property and facilities management companies; we support our NHS customers to deliver health care premises that meet future needs for patient services and all the profit goes back to the NHS to create efficient, sustainable, and modern health care and working environments. We will encourage and support you, both so you can carry out your role to the best of your ability, and to have your say; recognise and reward you for your contribution and encourage you to enjoy a good work/life balance
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