People Standards and Quality Manager

PEOPLE AND STANDARDS QUALITY MANAGER

G4S PATIENT TRANSPORT SERVICES (PTS)

Based: Gillingham, Kent

£35,020.00 per annum

Full Time, Permanent, Monday to Friday

Excellent Company benefits including Contributory Pension, G4S Life Assurance Scheme


About Us

G4S Patient Transport Services (PTS) is one of the UK’s largest Non-Emergency Patient Transport (NEPTS) providers, carrying out over 350,000 journeys on behalf of the NHS every year. With 12 operational bases across the UK and a dedicated call centre, we employ over 720 members of staff to deliver safe, caring, high-quality patient-centric transport.


The Opportunity

The People & Standards Quality Manager is responsible for overseeing the professional standards and effective management of the NEPTS Service within their designated area, ensuring consistent adherence to Standard Operating Procedures, policy, and contractual obligations across designated Points of Care (PoC) and
supporting the optimal performance of the operational teams they lead, ensuring customers experience a consistently high-quality, responsive and professional service.

The role holder has full accountability for the operational performance of their allocated bases, typically managing between 50-100 staff and 20-40 vehicles, including responsibility for facilities management, fleet availability, and the creation of a safe, compliant, and high-performing environment.

This role is responsible for the daily management of the operational staff, resources, and infrastructure allocated to their PoC. They act as the senior operational leader on site, accountable for people management, fleet readiness, health and safety, infection prevention, and compliance with CQC and contractual standards.

Additionally, the role serves as an extension of the Executive Committee, requiring alignment with the goals and objectives of the business unit. The role holder will promote continuous improvement, uphold standards alongside leadership values and drive the expected behaviors among all employees reporting directly or indirectly to them.


Key Responsibilities:

Engagement

• Attend all key meetings within the allocated Points of Care.
  
  
• Represent the organisation as the senior operational lead for their geographical area, owning relationships with POC and acting as the accountable point for service delivery, quality, and safety.
  
  
• Act as a Single Point of Contact for PoC to allow escalation of concerns, queries or issues during core working hours and be the conduit for the IPTHs Single Point of Communication when and where required in managing and overseeing relevant operational matters.
  
  
•  Assist in investigating and resolving complaints and incidents, as allocated by the Patient Safety Team, Health & Safety Team, Human Resources Team and the Governance Team.
  
  
• Build a strong working relationship with all key stakeholders to ensure effective communication and service delivery, including Trusts, Integrated Care Board (ICB) representatives and internal G4S management.
  
  
• Liaise with key stakeholders to resolve issues arising on a day-to-day basis, in line with company policies and procedures.
  
  
• Ensure POC within their remit receive a high-performing, reliable and patient-focused service, intervening directly where standards, KPIs or behaviours fall below expectation

Operations

• Ensure all allocated resources are being used effectively and efficiently at all times.
  
  
• Maintain full accountability for operational readiness of the base, including vehicles, equipment, premises and welfare facilities.
  
  
• Support management on-call rota system for out of hours, as directed by their Line Managers.
  
  
• Where required attend daily telephone conferences with Centralised Control/Workforce Management 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.
  
  
• Own site-level Health and Safety, Infection Prevention & Control, fire safety, security, and environmental compliance, ensuring statutory inspections, audits and remedial actions are completed.
  
  
• Ensure that services are managed within allocated budget and to service level agreement (for example fuel card management, consumables and sundries etc.)
  
  
• 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.
  
  
• Deliver in conjunction with the Centralised Resourcing Team the appropriate level of staffing to meet the service solution/Target Operating Model.
  
  
• Ensure fleet availability, vehicle condition, and utilisation meet service demand, reducing downtime and ensuring vehicles are safe, compliance and fit for purpose.
  
  
• Undertake and complete Home Visits and Home Assessment forms where required.

Management

• Communicate key messages effectively to staff, including briefing and undertake no less than once a month a full face to face briefing which is reported to the line management as actioned. This is to take the form in a Town Hall type setting.
  
  
• Lead, manage and inspire a large, multi-disciplinary operational workforce, typically between 50-100 staff per location, setting clear standards, expectations and accountability.
  
  
• Assist with enquiries on 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 within appropriate time-frames.
  
  
• Act as the accountable manager for all people matters at base level, including conduct, capability, wellbeing, attendance and performance management.
  
  
• Ensure that all employees receive an annual appraisal in line with G4S employment development reviews (PDR) Policy.
  
  
• Through regular reviews, listen to your staff's views on services improvements and opportunities and assist in designing continuous improvement.
  
  
• 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.
  
  
• Champion a strong safety culture, ensuring staff understand and comply with H&S responsibilities and feel empowered to raise concerns.
  
  
• Ensure staff maintain all mandatory training requirements.
  
  
• Ensure recruitment, training and management of staff is in line with G4S HR Policies and procedures.
  
  
• Develop and deliver a succession plan in conjunction with the Head of Contract & Service Improvement and HR.
  
  
• Ensure staff 1-2-1s are completed within the required timeframe and staff welfare is managed appropriately.

Health & Safety Obligations

• Ensure Personal Safety Responsibility & Statutory Compliance & Cooperation by;
  
  
• Proactively ensure a safe working environment by taking all reasonable care for their own health and safety and that of any other person (including staff, patients, and the public) who may be affected by their actions or omissions at work, and;
  
  
• Fully co-operate with the employer and relevant parties in fulfilling any duty or requirement imposed by relevant statutory provisions, thereby ensuring strict compliance with all health and safety regulations.

About you

You should be calm under pressure, analytical, solution-focused, and committed to continuous improvement.

You must have excellent organisational and time management skills with the ability to manage competing priorities and attention to detail. You must have a full drivers licence.

Excellent written and verbal communication skills are a must, as well as being able to demonstrate the ability to work to tight deadlines, maintain confidentiality, have the ability to prioritise workload, maintain high levels ofaccuracy and challenge where necessary.

We are looking for a highly motivated manager, with the ability to be resilient, confident with a tenacious can-do attitude. You must have the ability to embrace complexity, be a part of a busy and fast paced environment and be flexible and adaptable to deal with ever-changing scenarios.

A proven professional with professionalism and integrity, you will play an integral part of the G4S Patient Transport Services Team.


More about us

Diversity, Equality and Inclusion is an important part of G4S Patient Transport Services. We actively encourage applications from all backgrounds and are a fully inclusive employer who aims to support all employees to be their true selves. We are happy to discuss any reasonable adjustments for either the role or during the
recruitment process.

G4S Patient Transport Services is committed to safeguarding and promoting the wellbeing of children and adults at risk and each employee is expected to support these goals.

At G4S, we understand that our people are our greatest asset and an essential part of our long-term business strategy. As such we are committed to the ongoing professional development and wellbeing of our staff, offering extensive training and progression opportunities and investing in the physical and mental health of our workforce.
Please note that these vacancies are subject to a 3 year checkable history and the strict vetting standards set by G4S.

You must be eligible to work in the UK and must have been resident in the UK for a minimum period of 3 years.
You will also need to provide full details of your employment and education history for the last 3 years as part of the security screening process for this role.