Service Delivery Manager

SERVICE DELIVERY MANAGER – PATIENT TRANSPORT SERVICES
 

Dartford, DA1 1RT
 

£35,020 per annum, 40 hours per week - various Shifts (Full time)
 

About Us
G4S Patient Transport Services (PTS) is one of the UK’s largest Non-Emergency Patient Transport providers, carrying out over 50,000 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.

Job Outline:

The Service Delivery Manager has responsibility for the efficiency and effectiveness of operations to ensure the daily performance of contractual obligations across allocated Points of Care (PoC) and the performance of their operational staff. The role is also responsible for the daily management of the operational staff, resources and infrastructure allocated to their points of care. In addition this role is an extension of the Senior Leadership Team and the job holder will align themselves with the goals and targets of the business unit and be a driver for continuous improvement.

Some of the key responsibilities for this role are;

ENGAGEMENT
● Attend all key meetings within allocated PoC, including daily bed meetings as required
● Act as a Single Point of Contact for PoC to allow escalation of concerns, queries or issues during core working hours
● Assist in investigating and resolving complaints and incidents, as allocated by the Patient
Experience Team, Health & Safety Team, Human Resources Team and overall Governance Team<br /> ● Build a strong working relationship with all key stakeholders to ensure effective communication and service delivery, including Trusts, Integrated Care Board (ICB) 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
● Support management on-call rota system for out of hours, as directed by the Operations Managers and Contract Manager
● Attend daily telephone conferences with Centralised Control 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.
● 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.
● Undertake and complete Home Visits and Home Assessment forms when needed.

MANAGEMENT
● Communicate key messages effectively to staff, including briefing and undertake once a month a full face to face briefing which is reported to the line management as actioned.
● 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.
● 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<br /> ● 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<br /> ● 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 Operations Manager/Direct Report
● Ensure staff 1-2-1's are practised and staff welfare is managed appropriately

PERFORMANCE
● Ensure the safe and dignified transport of all patients in-line with contractual obligations
● Meet and exceed contract Key Performance Indicators
● Ensure compliance with NHS, CQC and G4S policies and procedures
● Ensure available resources are fully utilised, including reducing vehicle downtime
● Deal with all employee issues in a timely manner e.g. disciplinary, grievance, performance
management
● Reduce sickness absence, priority on short term absence
● Develop an effective working partnership with all key stakeholders within allocated Points of Care
● Effectively handle and resolve all local stakeholder queries, comments and complaints
● Meet all Company & Group standards & values.<br /> ● Carry out any other duties as directed by a member of the G4S management team

About you
The successful candidate will need to demonstrate strong communication skills and previous experience of a client facing service and leading teams. You must have strong analytical skills and have keen attention to detail in order to interpret data and problem solve.

As an experienced Manager, it is essential that you are a dynamic and engaging individual who shares our ethics and values to deliver a first class service, whilst living the Ways of Being Values ‘Do the Right Thing, Trust, Teamwork and Transparency’.

Leading by example, 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 Senior Management Team.

A Full Driving Licence is needed for this role due to occasional travel.

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 checkable history and the strict vetting standards set by G4S and an Enhanced DBS check which is funded by G4S.  We also have a strict standard to achieve on the full 15 day training programme.  Our training team will do everything to support you achieving this standard.

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. 

Essential Skills:

• A good level of general education
•  Experience in leading teams
•  Good organisational, interpersonal & leadership skills.</li>
•  Excellent communicative skills
•  Ability to remain calm and professional at all times, with a flexible approach
•  Client facing experience
•  Able to create, analyse and interpret data, IT literate: Google Suite / MS Office etc
•  Full Drivers Licence

Desirable Skills:

• Previous experience within PTS (operational/control)
•  Knowledge and experience of HR procedures
•  Experience of working within the NHS (as a direct employee or supplier)
•  Experience with working within CQC standards
•  IOSH or equivalent
•  Logistics Experience