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Soft Services Manager - Helpdesk and Portering

£35,000 - £40,000


Role Responsibility:

G4S Facilities Management
As a leading Facilities Management company, G4S FM improves the lives of millions of people across the UK and Ireland by creating productive, safe and smooth working environments. We support the efficient delivery of front line services in critical environments for the private sector, national and local government agencies.

At G4S FM our expertise in sectors such as defence, courts and hospitals is second to none. Our success is underpinned by the way we attract, develop and engage with our people, as well as the culture and values that shape the way we work and how our colleagues carry out their roles.

Our values are integral to everything we do. We act with integrity and respect. We are passionate about safety, security and service excellence and we achieve this through innovation and teamwork. We are a sustainable, ethical business and this is key to the ongoing success of G4S FM.

Site Overview
Churchill Hospital is a centre of excellence for cancer services and other specialties, including renal services and transplants, clinical and medical oncology, dermatology, haemophilia, chest medicine and palliative care.

In 2009 the hospital saw a major new development consisting of an integrated cancer and haematology Centre, a surgery and diagnostics centre and the Wytham Wing – housing the Wytham Ward (transplants) and private outpatients.

G4S FM deliver the following services and employs circa 200 staff: Helpdesk, Patient and Retail Catering, Cleaning, Portering, Planned and Reactive Maintenance, Lifecycle Replacement, Grounds Maintenance and Pest Control.

Role Overview
As Soft Services Manager at Churchill Hospital you will have day to day responsibility for ensuring that the Portering and Helpdesk Services are delivered and maintained within contractual parameters and G4S budget. You will effectively manage, monitor and develop the service to the satisfaction of the NHS Trust and G4S.

Some of your key responsibilities will include ensuring Helpdesk performance for all calls and emails to within agreed SLAs for response times, the creation of Performance Data such as trend analysis for monitoring and recording purposes and the management of teams effectively and fairly using daily reports to ensure jobs are attended and completed within agreed timeframes and there is a fair distribution of work load across the Services Team (Housekeeping, Hard FM and Portering).

You will be liaising with client representatives such as the Trust/Client Management Team, Clinical Leads, All NHS Trust Staff and All G4S Management, ensuring the all HR and Staff Management Is carried out such as absence, lateness, training and the staff rota. A flexible approach is essential as you must be prepared to cover all shift patterns including weekends and Bank Holidays and participate in On Call Duties (1 in 9).

The Ideal Candidate:

Essential Criteria

  • Proven experience as Manager / Team Leader / Supervisor with a track record of managing successful teams
  • Experience in a Call Centre or similar environment
  • Knowledge of CAFM Systems
  • Strong IT skills including Microsoft package
  • Good problem solving

Desirable Criteria

  • Experience of working in an NHS Environment
  • Level 2 Business Administration
  • Certificate in Management Level 3
  • IOSH
  • Customer Service Level 2 or above