Domestic Services Manager

Domestic Services Manager

University Hospital Southampton

Up to £50,000 per annum, plus benefits

37.5 hours per week- must be flexible to work occasional weekends and evenings when required

Serco have an exciting opportunity for a Domestic Services Manager to join our team at University Hospital Southampton. This role will be the main interface and point of contact for all aspects of the service delivery of the Serco Domestic Services.

The main responsibilities include, customer relationship building, management of customer expectations, problem solving and dispute resolution at all levels is pivotal in this role.  The Domestic Services Manager will provide feedback to all services in relation to their performance and service levels.  Excellent diplomacy and negotiation skills are essential in carrying out this aspect of the role.

Main Accountabilities: 

Manage all aspects of the interface between service users and the service delivery teams for Domestic Support ServicesManage a variety of complex service issues making autonomous decisions in order to find practical solutionsWill often be required to handle more than one complex issue or project at any given timeAccountable for and will manage the interpretation, analysis and resolution of performance management issuesSupporting the Contract Director in setting the annual budget requirements, overall expenditure and the drawing up of contingency plans to deal with projected overspendsMonitor key performance indicators, develop and agree improvement plans within an agreed timescale where these fall below set standardsLiaising with customers and senior managers of the Board and external parties to ensure the agreed level of service is being delivered to the standards requiredInvestigating client complaints, implementing action plans and monitoring improvements.  Providing comprehensive written reports to the Contract Director and the clientResponsible for the Domestic Services operations to ensure contract service compliance in accordance with efficient and effective service delivery and national guidelinesEnsuring all staff are trained to the required standard to carry out their dutiesEstablishing and reviewing working procedures within each area to ensure the requirements of all relevant legislation are fully metResponsible for policy development and implementation and service development within their areaResponsible for organisational procedural and policy management across the range of services within their area of responsibilityAuthorising the purchase and procurement of materials and supplies and ensuring that the cost, quality and wastage of products and materials are monitored on a regular basis.  Accountable for the income and expenditure levels of the departmentReviewing and amending annual service and personal objectivesAnalyse data on service delivery and performance providing reports for the Contract Board as appropriateEstablish and review working procedures within each area to ensure the requirements of the Health and Safety at Work Regulations and Food Hygiene Regulations are adhered toMaintain Data Integrity and Security at all timesReview, analyse and authorise the order of new equipmentManage the full range of human resources management issues as appropriate including absence, performance, initial investigation and first line disciplinary processes, recruitment and selection and personal and professional development off staffInvestigating and assessing serious disciplinary casesResponsible for ensuring that all staff are inducted, trained and have annual appraisals completed.  Ensure that all personnel within their department have PDP'sWork flexibly to meet the needs of the serviceManage recruitment and selection processesParticipates in the senior management on-call roster

What you'll need to do the role:

Previous experience of successfully managing a large teamExperience of having managed or having been responsible for a delegated large budgetFlexible to work occasional weekends when requiredPractical experience of conducting quality audits to monitor client/ customer satisfactionIT literate – Microsoft OfficeKnowledge of fire safety regulationsKnowledge of lifting and handling proceduresIntermediate Certificate in Food Hygiene- desirable

What we offer:

25 days annual leave plus bank holidays.Annual leave purchase scheme.Access to the Serco benefits portal offering discounts across major high street brands in Retail, Leisure & Hospitality.Health and wellbeing support for you and your family, including an Employee Assistance Programme, Health Cash Plans, free flu jabs, and more.Comprehensive career development opportunities, including role-specific training, leadership coaching, and formal study to support your growth with Serco.A safe, inclusive, and supportive culture.

All Serco employees must ensure that their current line manager is aware of their application.  For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities.  Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact

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