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Head of Client Services

2 months ago

Reading Berkshire, United Kingdom ISS Facility Services UK Full time

The Head of Soft Services will oversee the planning, management, development, and financial control of Healthcare Cleaning, Patient Feeding, and Retail services.
In this leadership role, you will guide your teams to meet and exceed financial and performance targets, focusing on productivity, profitability, and customer satisfaction.

You will play a crucial role in fostering a culture of service excellence, ensuring that customer expectations are consistently met or exceeded and that contractual specifications are fully achieved, with particular attention to the unique needs of the mental health healthcare environment.

In addition, you will ensure that employee relations are maintained positively by applying company procedures that emphasise communication, training, and effective leadership practices.

If you are a strategic leader with a passion for driving service excellence in healthcare settings, we invite you to bring your expertise to our team and make a significant impact on our operations.


Provide direction, guidance and support to all staff within the services and to ensure they are able to carry out their role effectively
Create, maintain and enhance effective working relationships with all major stakeholders (colleagues, patients, visitors & Clients Staff) in line with best practice, in order to ensure satisfaction with our service & to demonstrate commitment to our long-term presence with the Trust
Manage and maintain an effective level of resource to meet service demand while meeting the required financial targets
Manage and evaluate objectives and targets for the service as outlined in the business plan
Ensure that quality monitoring, activity reporting and performance monitoring is fully and properly implemented and maintained as per Company policy and procedure
Ensure you understand and comply with all relevant current legislation as set out in Company and Trust policies and procedures and the related documentation
Ensure that all staff within the service use all mechanical and electrical equipment in a correct and safe manner, using appropriate methods of work and complying with training and PPE requirements


Experience in Healthcare Soft Services management such as Cleaning, Patient Feeding and Retail
Experience of risk management
Experience of client liaison and negotiation in service sector preferably health service


ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.