People & Standards Quality Manager

PEOPLE & STANDARDS QUALITY MANAGER – PATIENT TRANSPORT SERVICES

SYDENHAM (LOWER), SE26 5BA

£37,733 per annum, Full Time, 40 hours per week

About Us

G4S Patient Transport Services (PTS) is one of the UK’s largest Non-Emergency Patient Transport providers, carrying out over 500,000 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 transport.

About the Role

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

Some of the key responsibilities for this role are;

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

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
• Ensure that services are managed within allocated budget and to service level agreement (for example fuel card management, consumables and sundries etc.)
• 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.
• Ensure service is delivered in line with CQC standards and support internal & external audit requirements accordingly.
• Ensure all matters relating to Health & Safety are adhered to ensure yourself and staff are up to date on all H&S practice/training.

About you

The ideal candidate will demonstrate strong communication skills, with a flexible approach.

You will have strong analytical and problem-solving skills, with the ability to perform root cause analysis and put in place preventative measures

It is essential that you are a dynamic and engaging individual who shares our ethics and values to deliver a first class service.

Leading by example, we are looking for a highly motivated person with strong people skills 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.

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. 

G4S is the International business of Allied Universal, the world’s leading security and facility services provider and trusted partner to more than 400 of the Fortune 500. Allied Universal delivers unparalleled customer relationships, innovative solutions, cutting-edge smart technologies and tailored services that enable clients to focus on their core businesses. With operations in over 100 countries and territories, Allied Universal is the third largest private employer in North America and seventh in the world. Annual revenue is approximately $23 billion. There is no greater purpose and responsibility than serving and helping to safeguard customers, communities and people. For more information, visit g4s.com.   In the UK, the company has an extensive network of offices and more than 31,000 employees.