Communications Manager (Trust Wide)

Job Introduction

We are currently looking to recruit an experienced Communications Manager to oversee the Helpdesk and departmental interface in order to mitigate penalties; through managing the process of constant monitoring in real time of current outstanding events, minimizing event failures and escalating poor performance of reactive events to the relevant department head.

You’ll oversee the implementation and maintenance of the CAFM Touchscreen interface between Helpdesk and Portering, drive portering efficiencies in allocation and thus assisting the Portering Department and the client in future initiatives around labour modelling.

In this role you’ll oversee a team of 30 Switchboard Operators, a team of 20 Helpdesk Operators and a team of 5 Receptionists across both Queen’s Hospital and King George Hospital sites - part of the Barking Havering and Redbridge University Hospitals NHS Trust.

Sodexo Healthcare is a leading provider of services to the NHS and private healthcare organisations in England. We provide quality of life services that improve patient and staff experience, raise standards and deliver financial benefits to our clients. We help to enhance the patient environment (including patient dining, cleaning/housekeeping, retail services), provide clinical support (equipment sterilisation) and manage technical estates teams (estates management, asset management, land maintenance and energy management).

Role Responsibility

• Accepting full responsibility for the services of Combined BHRUH Trust Switchboard, BHRUH Trust Reception and Sodexo Helpdesk and be responsible for all related activities
• Deliver and maintain the highest standards of customer service to the clients
• Ensure all calls to be answered promptly and within 20 seconds which will be the average value assessed over a 7 day period. The maximum waiting time is never to exceed 100 seconds
• Work closely and develop strong working relationships with Clients and Customers, Staff, Contractors, Suppliers, Colleagues and Service Personnel and Agencies
• Support the line manager in the recruitment, support, control and discipline of staff according to the needs of the unit, keeping accurate, up-to-date personnel records for all staff
• Take full responsibility for all Health and Safety, Risk Assessment, HACCP and staff training cards in the units
• Achieve and maintain a full compliance on the audits from Safegard, ISO Quality and any other Regulatory Bodies
• Produce accurate Performance Management reports at the end of each calendar month for the preparation of Sodexo accounts

The Ideal Candidate

• Enthusiasm to execute outstanding customer service
• Previous supervisory or manager experience
• Experience of working in a customer facing role, ideally within a call centre
• Confident communicator, liaising with clients, visitors, colleagues and customers – dealing with complaints as appropriate
• Ability to engage a large, diverse team in a fast paced environment
• Flexible approach, with the ability to be multi skilled
• Willingness to learn and develop
• Experience of working with KPI’s and set objectives

Package Description

As part of our commitment to improving the quality of life for our employees, Sodexo offers a Flexible Benefits Scheme, allowing you to tailor a reward package to suit your needs but includes a technology scheme, private dental insurance, travel insurance, gym membership, Gourmet card, private medical insurance and the ability to purchase or sell annual leave. We also have a Sodexo Discount scheme, which offers employees and their friends and family the opportunity to benefit from over 1,200 discounts from top retailers both online and in-store.

40 hours per week Monday – Friday, 8am – 5pm, flexibility at times is a must.

About the Company

In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.

Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.