Service Delivery Manager

Main Responsibilities

Job title:- Service Delivery Manager

Salary:- Upto £28,000 + Car (no cash alternative)

Locations:- Ashford, Canterbury, Dartford, Gillingham, Maidstone, Margate and Tunbridge Wells.

Hours:- 40 hours

G4S Healthcare Services have exciting opportunities for Service Delivery Managers to join our expanding Healthcare team.

Outline: The Service Delivery Manager has responsibility for the efficiency and effectiveness of operations to ensure the daily achievement of contractual obligations across allocated Points of Care (PoC). The role is also responsible for the daily management of the operational staff, resources and infrastructure allocated to their points of care.

Key responsibilities:-

ENGAGEMENT 

• Attend all key meetings within allocated PoC, including daily bed meetings as required
• Develop a working relationship with allocated PoC to anticipate surge requirements and effectively manage their impact against allocated resources
• Act as a Single Point of Contact for PoC to allow escalation of concerns, queries or issues during core working hours
• Investigate and resolve complaints and incidents, as allocated by the regional operations director
• Build a strong working relationship with all key stakeholders to ensure effective communication and service delivery
• Liaise with key stakeholders to resolve issues arising on a day-to-day basis, in line with company policies and procedures

OPERATIONS

• Support management on-call rota system for out of hours, as directed by the Area Manager
• Attend daily telephone conferences with control to ensure appropriate resources are allocated to support anticipated journey requirements
• Ensure all operating practices and procedures are adhered to so that a safe and secure working environment is provided for employees and patients.
• Ensure that services are managed within allocated budget and to service level agreement
• Manage and maintain staff rotas for nominated depot(s)
• Ensure all allocated resources are being used effectively and efficiently at all times
• Ensure quality and delivery of services are compliant with G4S Policies and Procedures
• Maintain daily, weekly and monthly G4S required compliance inspection and reporting regimes

MANAGEMENT

• Communicate key messages effectively to staff
• Review and confirm employee timesheets prior to monthly payroll
• Ensure appropriate action is taken relating to disciplinary and grievance issues and that procedures are carried out in line with G4S policies
• Ensure that all employees receive an annual appraisal in line with G4S employment development reviews (EDR) Policy
• Through regular reviews listen to your staffs views on services improvements and opportunities
• Ensure service is delivered in line with CQC standards and support internal & external audit requirements accordingly
• Ensure all employees are aware and work in line with safeguarding requirements and deal with any safeguarding referral as applicable.
• Ensure all matters relating to Health & Safety are adhered to ensure yourself and staff are up to date on all H&S practice/training
• Ensure staff maintain all mandatory training requirements.
• Ensure recruitment, training and management of staff is in line with G4S HR Policies and procedures

PERFORMANCE

• Ensure the safe and dignified transport of all patients in-line with contractual obligations
• Meet or exceed contract  Key Performance Indicators
• Ensure compliance with NHS, CQC and G4S policies and procedures
• Ensure available resources are fully utilised, including reducing vehicle downtime
• Deal with all employee issues in a timely manner e.g. disciplinary, grievance, performance management
• Reduce sickness absence, priority on short term absence
• Develop an effective working partnership with all key stakeholders within allocated Points of Care
• Effectively handle and resolve all local stakeholder queries, comments and complaints

   

The Ideal Candidate

Essential Skills and Requirements:-

• A good level of general education
• Experience in leading teams
• Good organisational, interpersonal & leadership skills.
• Excellent communicative skills
• Ability to remain calm and professional at all times with a flexible approach
• Client facing experience
• Able to create, analyse and interpret data, IT literate: MS Office etc

Desirable Skills and Requirements:-

• Previous experience within a Patient Transport Service either operational or in control
• Knowledge and experience of HR procedures
• Experience of working within the NHS (as a direct employee or supplier)
• Experience with working within CQC standards

The benefits and rewards of working for such a large organisation are:

• Company pension scheme with employer contributions
• G4S Life Assurance Scheme
• G4S Great for Savings: Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers
• G4S Box Office: As an official supplier to The O2, employees have the chance to buy tickets for a range of events
• O2 Discounts: For discounted offers on handsets, tariffs and broadband
• Child Care vouchers
• Eye Care Vouchers – Free eye-tests/discounts for VDU users
• Hospital Saturday Fund (HSF) Health Plan
• Charity work- Match-IT and Payroll Giving
• Employee Care Scheme (Best Doctors and First Assist Counselling Services)

Please note that this vacancy is subject to a minimum 5 year checkable employment and education history. To apply for this role, you must be a citizen of the UK for the last three years.

Disclosure and Barring Service Check:

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1974 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.

Our Values

SAFETY FIRST

We prioritise safety management to protect the health and well-being of our colleagues and those around us

PERFORMANCE

We seek to improve performance year on year to create long-term sustainability

EXPERTISE

We develop and demonstrate our expertise through our innovative approach to creating and delivering the right solution

TEAMWORK & COLLABORATION

We collaborate for the benefit of our customers and G4S

CUSTOMER FOCUS

We have close, open relationships with our customers which generate trust and we work in partnership for the benefit of our organisations

INTEGRITY

We can always be trusted to do the right thing

BEST PEOPLE

We employ the best people, develop their competence, provide opportunity and inspire them to live our values

CARE

We will always demonstrate the utmost care and respect for those people whose welfare and safety is entrusted to us