Patient Ambassador
Southampton University Hospital, Tremona Road, Southampton, Hampshire, SO16 6YD
Full Time – 35 hours – Fixed Term
Monday - Friday – 14:30 to 22:00
Salary £22,816.00 - £24,336.00 depending on experience plus Serco Benefits
Serco are recruiting for a Patient Ambassador to join the team at Southampton University Hospital.
The key purpose of this role is to ensure all cleaning and patient catering services are delivered and executed to the expected quality standards and frequencies as per detailed work schedules.
This role covers all inpatient areas with a requirement to ensure appropriate staffing levels are always maintained and duties are carried out safely and in a courteous manner at all times. To act as the conduit between senior ward-based nursing staff and the services provided by Serco within set areas.
Main Accountabilities:
- Supervise, co-ordinate, motivate, train and work with ward-based cleaning staff and ward hosts to provide an efficient, quality service to patients.
- Ensure the ward catering and cleaning activity is appropriately resourced to deliver the required standards and for core activities to be completed as per daily schedules
- Ensure the ward hosts and cleaning assistants report for duty in good time and are presented in a clean and tidy manner.
- Provide support and guidance to ward hosts
- Ensure that meal orders are captured and uploaded by the host in good time for service delivery monitor cleaning and catering services against set criteria and standards
- Ensure food safety HACCP documentation and cleaning schedules are completed correctly
- Provide on the job training and arrange a buddy for new starters or staff returning to work after long period of absence
- Complete competency checks for ward hosts and ward based cleaning staff to evidence capability
- Develop and maintain a customer focused team.
- Ensure that any customer complaints are promptly dealt with and action taken to prevent re-occurrence.
- Ensure positive feedback is shared with the ward team Serco Internal: Leadership Model Tier Team Member v.1 - © Serco March 2017 3 Serco Business
- Participate in capturing patient experience feedback through regular survey activities
- Identify Serco colleagues for recognition when they demonstrate a level of service over and above their daily responsibilities and our joint expectations
- Provide counselling to staff should they fail to deliver to the required standard
- Ensure agreed ward stock levels of cleaning materials and consumables and catering provisions are maintained, working in line with targets given.
- Ensure the Serco sickness and absence Policy is complied with and completion of relevant documentation including completion of return-to-work interviews with staff and reviews with any staff that breach the trigger point.
- Ensure that all cleaning and catering equipment is used safely and in accordance with regulations and company policies.
- Follow the Accident/Incident reporting procedure ensuring all accidents, incidents and near misses are reported correctly
- Comply with all Health and Safety legislation which is laid out in the company’s Health and safety manual, (COSHH procedures, risk assessments and manual handling, etc)
- Report all maintenance issues and hazards via the Trust Helpdesk and advise your line manager.
- Maintain the Food Safety and HACCP checklists and take remedial action where necessary.
- Train and develop your team as required by the company and legislation to include Induction, Health and safety and skills, infection control and check that your team are aware of these requirements and are working in accordance with them.
- Record all staff training in their individual Training and Development folder.
- Carry out quality checks and patient experience surveys to the prescribed frequency. Ensure failings are rectified in the agreed timescales.
- Complete performance reviews on an annual basis.
- Deal with any operational issues that occur during the course of a shift, handover any unresolved issues to your line manager.
- Develop good lines of communication at all levels within your team, other colleagues and customers.
- Ensure Data Integrity and Security is maintained at all times.
- Manage security process within your area, in line with company procedures.
- Compile and produce reports from available management systems
What you will need for the role:
- Previous experience working within a hospital or service environment within the catering or cleaning industry combined with supervisory experience
- Excellent customer service skills including clear verbal communication
- Able to achieve BICSc qualification or NVQ level 3 within the 1st 12 months of appointment
- Able to achieve Food safety certification to level 3 within 6 months of employment
- Ability to read, write and converse clearly in English Basic Health & Safety
- Understanding of the importance of hygiene and safety.
- Ability to work within a busy environment
- Ability to work under pressure
- Ability to follow departmental regulations and assimilate training
- Flexible approach to working shift patterns
- Attention to detail
Please note due to the physical nature of this role you will be required to be mobile for most of the working day with manual handling being necessary to lift/ carry/ cleaning machinery at times. Furthermore, at times you may be exposed to unpleasant work conditions such as cleaning bodily fluids and sometimes rare exposure to verbal and physical aggression and occasional mental / emotional demands when interacting with patients.
What we offer
- Up to 6% contributory pension scheme.
- 25 days annual leave plus bank holidays.
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, and more.
- Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts.
- A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
- Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
- Interesting and enjoyable work.
- Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. 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 0345 010 4000.
At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.
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