Performance & Compliance Officer

**Performance & Compliance Officer**

**James Cook Hospital**

**Middlesborough TS4 3BW**

**Full time, Permanent (37.5 hours per week)**

**Monday
- Friday**

**Competitive salary plus benefits**

The James Cook University Hospital is a regional major trauma and tertiary hospital based in Middlesbrough. Serco are contracted to provide hard and soft FM services including catering, portering, security, and Estate’s maintenance. We are currently looking for a Performance and Compliance Officer to join the current team based at the hospital in Middlesbrough.

Reporting to the commercial manager, this role will ensure contractual compliance, performance, and business continuity including major incident planning across the business and encompasses responsibility for reporting, both to the customer and internally. The role will have responsibility for working with multiple stakeholders both within Serco Health, UK & E and with NHS partners and patient communities.

**Main responsibilities of the role include**:

- Performance management and delivery with full SLA and compliance of the contract
- Business continuity and major incident planning
- Customer complaints and Datix process
- Overseeing and managing customer interfaces and being the daily conduit for client relationship forging
- Ensuring a high profile and positive image for the company business in the day to day running of the sites service streams
- Overseeing and managing Risk Manager and being the daily conduit for Serco management team in this aspect
- Overseeing and managing CMA and being the daily conduit for Serco management team in this aspect
- Maintaining and assisting with the management of DCR, including all appropriate records and being the daily conduit for Serco management team in this aspect, ensuring that all items are monitored and kept up to date
- Assisting with the management of localised Sharepoint and being the daily conduit for Serco JCUH management team in this aspect
- Maintaining and updating all Quality Plans, Work Instructions, compliance and audit trackers and associated documentation, including interaction with and assisting management team for their particular and individual service streams
- KPI compliance and monitoring across all service streams within the JCUH contract
- Concise and accurate internal reporting as part of the governance introduced via the monthly contract review process

**Operations**
- Ensure operational aspects of contracts are delivered in accordance with the contractual Service Level Agreements (SLA’s) using an agreed programme of qualitative checks and control measures
- Monitor and ensure that relevant Company policies, procedures and standards are enforced at all times throughout a contract’s duration
- Identify, develop and implement best practice and business improvements on a continuous basis
- Work and assist management team to ensure all services develop and maintain a level of excellence in the delivery of our contractual requirements and customer experience
- Contribute to and support the audit, monitoring and inspection of services
- Provide specialist performance and compliance advice to the operational management teams

**Compliance**
- Contribute to the Serco compliance audit process in such a manner as to provide the business with an accurate and timely assessment of capability and delivery
- To champion contractual compliance with all statutory, mandatory and relevant company and client policies

**What you’ll need to do the role**:

- Possesses knowledge of one complex functional or business area
- 2-5 years managerial and / or technical experience
- Proficient in the development, use and interpretation of complex spreadsheets and databases
- Identifies ways to reduce cost and improve service and efficiencies
- Optimises performance through effective performance management
- Ensure that all training is in line with the business requirements, is up to date and all relevant evidence is available to support
- Experience of working in a complex multi service environment
- Able to use own initiative in problem solving
- Lead and facilitate change
- Highly developed negotiating and diplomacy skills
- Highly self-motivated and ability to motivate others
- Flexible attitude to work
- A strong leader and be able to influence, support and steer a team
- Understand team dynamics and the relation to achieving results
- Ability to negotiate and influence at several levels and with customers, understanding any special needs and be able to work effectively and positively
- Ability to resolve conflicts and negotiate a way forward
- Ability to communicate effectively both verbally and written, to ensure effective communications plans
- Must be able to demonstrate an ability to work to deadlines and to manage targets
- To report any reputational risks or opportunities affecting your contract or business area.
- Effective Compliance experience within healthcare setting

**_Desirable but not