Serco Limited
About the Role:
Serco is seeking a Patient Ambassador Supervisor to oversee cleaning, portering, and patient catering services at Harplands Hospital in Stoke-on-Trent. This role is responsible for ensuring the smooth operation of these services, adhering to quality standards, and maintaining appropriate staffing levels. The successful candidate will also act as a vital link between ward staff and Serco services.
Key Responsibilities:
- Supervise, coordinate, motivate, train, and work with all Serco staff to deliver efficient and quality services to patients.
- Ensure service areas are properly resourced for quality service delivery and core activities are completed on schedule.
- Ensure staff (hosts, cleaning assistants, porters) report for duty on time and are presentable.
- Support and guide staff in designated service areas to ensure effective service delivery.
- Monitor cleaning and catering services against standards.
- Maintain Food Safety HACCP documentation and cleaning schedules.
- Provide on-the-job training and mentorship for new and returning staff.
- Conduct competency checks and ensure staff meet performance standards.
- Develop and maintain a customer-focused team.
- Handle customer complaints promptly and prevent recurrence.
- Capture and share patient experience feedback.
- Recognize and reward staff for exceptional service.
- Provide feedback and additional training to staff for improvement.
- Maintain agreed ward stock levels.
- Adhere to Serco’s sickness and absence policy and complete related documentation.
- Ensure safe use of company equipment and adherence to regulations.
- Follow accident/incident reporting procedures.
- Comply with Health & Safety legislation and policies (COSHH, risk assessments, manual handling).
- Report maintenance issues and hazards to the Helpdesk.
- Maintain Food Safety and HACCP checklists.
- Provide training on induction, health and safety, skills, infection control.
- Record all staff training in their training folders.
- Conduct quality checks and patient experience surveys.
- Ensure timely rectification of failings.
- Conduct annual performance reviews.
- Resolve operational issues and handover unresolved issues to line managers.
- Develop effective communication at all levels.
- Manage security processes.
- Compile and produce reports.
- Perform any reasonable and practical tasks as requested.
Skills and Expertise:
- Supervisory experience
- Previous experience in a hospital or service environment (catering or cleaning)
- Good IT skills
- Basic Health & Safety knowledge
- Clear verbal communication and customer service skills
- Understanding of hygiene and safety procedures
- Ability to read, write and converse in English
- Ability to achieve BICSc qualification or NVQ Level 3 within 12 months
- Food safety certification (Level 3) and COSHH within 6 months
- Proactive risk management skills
Job Facilities/Benefits:
- Up to 6% contributory pension scheme
- 25 days annual leave plus bank holidays
- Employee Assistance Programme, Simply Health Plans, and other wellbeing benefits
- Discounts on Merlin Attractions, mobile phones, cinema, and leisure activities
- Company culture emphasizing diversity and inclusion
- Opportunities for professional and personal development
Why Join Us:
Serco is committed to providing high-quality public services. We offer a supportive work environment where you can make a positive difference, coupled with opportunities for development, and a competitive salary.