• Job Description

  Req#: M0046-25-0017?language=en&page=209&sort=publicationDateDesc

  Job summary

  The purpose of the role is to improve consistency, service, and process efficiencies so building managers within the Centre Management function have support and guidance to provide an excellent customer experience to our customers. The post holder will report to the Senior Customer Transformation Manager.

  Main duties of the job

  * Assist Portfolio Managers in the development of ORMs; providing support, training, information, and knowledge to enable them to successfully deliver the daily operational tasks of Centre Management. * Accountable for Internal Audits, record issues and produce actions plans. Provide support and guidance to ORM/PM in closing out remedials. Monitor progress and provide monthly report to Senior Customer Transformation Manager * Investigate Incidents and Accidents, support ORMs and PMs in identifying remedials actions. Produce Action Plans and monitor to ensure remedials are completed. * Assist with the operational management of sites within geographical area with new starters. * Contribute towards service strategies such as premises development, LIFT initiatives, improved facilities, and capacity to extend service delivery hours in the community. * Work closely with the ORM, CHP Property and Business Information team to increase utilisation of space and marketing of bookable space. * Support the ORMs and Property Teams during any emergency/major incident. * Report assurance issues in a timely manner. * Escalate any property related issues to Portfolios Managers/Senior Portfolio Manager for discussion at contract review meetings.

  About us

  Community Health Partnerships (CHP) is wholly owned by the Secretary of State for Health and Social Care and a key member of the NHS Family. Set up in 2001, we work to improve community-based health and wellbeing services by providing and managing high quality NHS estate. Through our LIFT (Local Improvement Finance Trust) programme, 350 local health care buildings were designed, built and funded and are currently operated, with CHP acting as Head Tenant in most. We have a head office in Manchester and regional offices in Birmingham and London and support a hybrid working model wherever possible in line with the needs of the business. We value diversity and pride ourselves on having a strong track record of delivering value to the NHS and our dedicated employees are at the heart of our success. We offer a rewarding environment to our employees and believe in nurturing a high performance culture where everyone can achieve their personal best. Our benefits package includes 25 days holiday per year, a generous pension scheme, Employee Assistance Programme, Healthshield and more.

  Date posted

  15 April 2025

  Pay scheme

  Other

  Salary

  £45,000 to £52,000 a year

  Contract

  Fixed term

  Duration

  12 months

  Working pattern

  Full-time

  Reference number

  RR0078

  Job locations

  Skipton House

  London

  SE1 6LH

  
  

  Job description

  Job responsibilities

  The Customer Service Manager (Quality & Improvement) role will have core responsibility for delivering a consistent and effective Centre Management service to CHP Tenants The purpose of the role is to improve consistency, service, and process efficiencies so that our building managers within the Centre Management function have support and guidance to provide an excellent customer experience to our customers. The role itself is not dealing with customers directly but instead mentoring those who do, through support and guidance to achieve a more standardised approach to the customer service we deliver. The post holder will report to the Senior Customer Transformation Manager. The role will be accountable for: * Responsible for Building and Service Audits, producing action plans where needed. * In support of P&O teams, provide direction and assistance to ORMs so that the site meets the requirements of patients, service providers and building users. * Manage requests for information, data gathering, reports, and briefings from customer stakeholders. * Responsible for ensuring Customer Satisfaction surveys are completed in line with timescales. * Investigate accidents/incidents, report on findings and make recommendations on remedial actions if appropriate. * Provide support to ORMs and P&O teams with the coordination of community engagement activities. * Responsible for reviewing processes and procedures and identifying efficiencies with ORMs and the wider teams. * Support and edit the relevance within the ORM handbook, inductions, and any change management in ways of working. * Ensure regional teams are focussed on customer centric KPIs and outputs. This role is based in London/South region with national travel.

  Job description

  Job responsibilities

  The Customer Service Manager (Quality & Improvement) role will have core responsibility for delivering a consistent and effective Centre Management service to CHP Tenants The purpose of the role is to improve consistency, service, and process efficiencies so that our building managers within the Centre Management function have support and guidance to provide an excellent customer experience to our customers. The role itself is not dealing with customers directly but instead mentoring those who do, through support and guidance to achieve a more standardised approach to the customer service we deliver. The post holder will report to the Senior Customer Transformation Manager. The role will be accountable for: * Responsible for Building and Service Audits, producing action plans where needed. * In support of P&O teams, provide direction and assistance to ORMs so that the site meets the requirements of patients, service providers and building users. * Manage requests for information, data gathering, reports, and briefings from customer stakeholders. * Responsible for ensuring Customer Satisfaction surveys are completed in line with timescales. * Investigate accidents/incidents, report on findings and make recommendations on remedial actions if appropriate. * Provide support to ORMs and P&O teams with the coordination of community engagement activities. * Responsible for reviewing processes and procedures and identifying efficiencies with ORMs and the wider teams. * Support and edit the relevance within the ORM handbook, inductions, and any change management in ways of working. * Ensure regional teams are focussed on customer centric KPIs and outputs. This role is based in London/South region with national travel.

  Person Specification

  Qualifications

  Essential

  • * Customer Service Management
  • Qualification or equivalent
  • * IOSH managing safely.

  Experience

  Essential

  • * Customer service/relations
  • management
  • * Performance management
  • * Report preparation
  • * IT literate

  Person Specification

  Qualifications

  Essential

  • * Customer Service Management
  • Qualification or equivalent
  • * IOSH managing safely.

  Experience

  Essential

  • * Customer service/relations
  • management
  • * Performance management
  • * Report preparation
  • * IT literate

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Employer details

  Employer name

  Community Health Partnerships

  Address

  Skipton House

  London

  SE1 6LH

  
  

  Employer's website

  https://communityhealthpartnerships.co.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Community Health Partnerships

  Address

  Skipton House

  London

  SE1 6LH

  
  

  Employer's website

  https://communityhealthpartnerships.co.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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