Service Performance Officer

Job overview

This is an exciting opportunity to join a small, friendly Team working to support the provision of performance monitoring of all Facilities Management and Building Services functions delivered to Calderdale and Huddersfield NHS Foundation Trust. Ensuring the effective delivery of associated services, focusing on the non-clinical services which support our hospitals and community premises.

This is a varied and interesting role which includes a requirment for office skills and primarily visiting wards and departments carrying out

quality checks, as well as assisting with auditing services.

Main duties of the job

Ensure that the Trust’s facilities providers comply with the quality and standards as detailed within the Specification, Policies and Standard Operating procedures and meet the specified service outcomes.  This specifically includes: - cleaning, estates services, catering, portering, security, Switchboard/Reception, car park management and linen distribution.

To work with the team ensuring audit plans are in place, regularly reviewed and updated and that key actions and work is progressed, either individually or by the relevant team member.

General administration duties requiring a good knowledge of Microsoft Outlook

This post will primarily be based at Calderdale Royal Hospital with some work at Huddersfield Royal Infirmary and a number of Community premises.   The post holder must be prepared to support and cover for other members of the Team as required within the range of skills, knowledge and experience as agreed with the line manager.

Detailed job description and main responsibilities

• To carry out an audit and monitoring of non clinical services, visiting wards and departments on the Trust sites.
• Administration work including attendance at meetings, either via Teams or in person.

• In conjunction with the line manager helping the team to work towards the Departments objectives which include working to planned schedules and being flexible to the Corporate Divisions requirements
• The role will involve liaising with both Trust and external colleagues and confidence with customer service is essential.
• Report service failures to the appropriate services in accordance with agreed processes, contract specifications and service level agreements
• Respond to service delivery issues as requested
• Provide and deliver monthly performance reports for both Calderdale Royal Hospital and Huddersfield Royal Infirmary meetings/functions.
• Any other general administration duties as appropriate to the position
• Communication both written and verbal, to all levels of staff relating to the performance of facilities services.
• Provide, as requested, reports relating to the performance of facilities serviceswith discussion and agree actions resulting from audit related activities/failures.
• Attend contract review meetings,  where required with associated contract management teams.
• Ensure a partnership approach is adopted.
• Working with Service Performance team, Trust and Contractor colleagues in dealing with problems, interruptions or service emergencies
• Undertake such training as required to fulfil the responsibilities for the role as agreed with line manager.
• Resolving operational nonclinical quality performance and service related problems using own knowledge and experience
• Knowledge and experience of Microsoft Outlook programmes
• Participate in regular supervision.
• Attend all mandatory training, comply with all Trust policies, procedures and protocols.
• Carry out duties with due regard to the Trust’s Equal Opportunity Policy.
• Seek advice and support from Line Manager / Team members whenever necessary.
• Maintain professional conduct including appearance at all times.