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Soft Services Supervisor

4 months ago

Luton, United Kingdom O.C.S. Full time

About The Role***

You will be responsible for the operations of the Cleaning Team and Catering Team and all soft services, delivering excellent Customer Service by ensuring all requests from users within the ELFT - Luton and Bedfordshire sites are executed in a timely, accurate and professional manner all within the agreed service level requirements. Being data driven to better identify operational failures. Using data to ensure a higher quality of service. To support the Soft Services Facilities Manager to develop and evolve policies, systems, and protocols to maximise the utilisation of the physical resources across the site. These duties may be carried out in patient and non-patient environments.
- You will be working Monday to Friday between 08:00 to 22:00 on a part-time basis.**You will also**:

- Provide leadership, direction, and delegation to staff. Promote and share best practice.
- Ensure flexible, suitable, and safe manning levels are maintained across all shifts to ensure service meets its contractual requirement.
- Develop good working practices and relationships to support staff. To include engagement, motivation, discipline, safety, and general welfare of the staff under their supervision.
- Provide initial line of escalation for customers and staff for all services related queries.
- Collate and coordinate the information required for Soft Services Team Leaders, ensure the information is provided in a timely manner.
- Producing a month end service report for Soft Services Facilities Manager, based on the data gathered and analysed throughout the month
- Effectively supervise, train, motivate, discipline and ensure the safety and general welfare of staff in accordance with OCS policies, procedures and training plan.
- Enthusiastically support, actively promote, and demonstrate superior Customer Service in accordance with the department and company standards.
- Be responsible and accountable for overall day to day operations of the OCS team.
- Support the recruitment with the sign on process and DBS checks, management, and development of staff to meet all contractual requirements, Key Performance Indicators and Service Parameters.
- Manage and complete the staff allocations
- Take responsibility for development and maintenance of expectations related to all people management as well as the onsite process including absence (e.g., return to work interviews and absence reviews meetings), time keeping, retention, productivity, quality of work, uniform and appearance standards, behaviour & attitude.
- Ensure that all comments/complaints are fully investigated, and findings reported to the Soft Services Facilities Management team in a timely manner.
- Attend training or meetings required by your line manager.
- Undertake Note Taking and Investigations to support the Service Managers.
- Manage the Health, Safety and Welfare of the OCS team across sites.
- Develop and maintain effective working relationships with the Trust and colleagues, adhering to all current policies.
- Ensure the effective delivery of cleaning service withing a designated area. Complying with agreed work schedules and using appropriate methods of work, ensuring any service level agreement and quality standards are met in line with the Company and Trust policies
- Attend meetings with OCS, Trust and Project Co as required, implement any actions and/or suggest improvements to working practices.
- Cover or support all OCS business activities as requested by your line manager.
- Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff training and development.
- Carry out any other reasonable duties as required to ensure the business needs are met.
- Utilise the auditing system in order to monitor and generate data reports.
- Use the generated data to manage team performance, ensuring the KPIs set by the Management are met.
- Provide leadership, direction, and delegation to staff under their supervision. Co-ordinate the Cleaning service and other services ensuring contractual specifications are met.
- Manage and validate staff performance via carrying out site walks on wards/departments based on the feedback given.
- Work alongside HR & Training Manager to ensure any changes or developments which will enhance the staff development are met. Ensure the mandatory training is completed in a timely manner.
- To lead your team to support our Social Values.
- Manage the annual leave process for all OCS staff.
- Participate in any communication activities through formal and informal channels on safety matters to ensure that there is a free flow of ideas.
- Lead and ensure all staff trainings and refresher trainings, toolbox talks, any other trainings required by your line manager.
- To recruit, train, develop and motivate staff**To succeed in this role you will need**:

- Managerial experience in a team of 25 people or over- Excelle