HHCS Service Lead

Job Title HHCS Service Lead

Job Summary

The post holder will act as the operational lead for the delivery of high‑quality, patient‑focused facilities services across all HHCS‑owned buildings, including Domestics (hydration), Linen, and Post, spanning all three Trust sites (BNHH, RHCH, and AWMH).

The post holder will be responsible for ensuring services are delivered safely, effectively, and in full compliance with national standards, Trust policies, and statutory requirements, contributing directly to patient experience, infection prevention, and staff safety.

The role includes leading, motivating, training, and developing multi‑disciplinary teams to ensure they are competent, equipped, and supported to deliver consistent, high‑quality services.

The post holder will establish and maintain effective working relationships with clinical teams, corporate services, contractors, and external partners, ensuring performance is monitored, risks are managed, and continuous service improvements are identified and implemented.

Key Responsibilities

* Statutory Compliance:
Ensure HHCS achieves all mandatory requirements in line with statutory compliance, National Cleaning Standards, and Trust Policy.

* Operational Leadership:
Act as the operational lead for day-to-day activities, ensuring professional standards and benchmarks are met.

* Stakeholder Liaison:
Liaise with HHFT stakeholders, including clinical staff, infection control, support services, and external stakeholders to ensure services are delivered in a cohesive manner.

* Quality Monitoring:
Be the responsible person for auditing and monitoring service standards, reporting action plans for any required corrections.

* Service Improvement:
Continually review the effectiveness of service provision and utilise service-user feedback to generate action plans for improvement.

* Incident Management:
Investigate complaints and incidents relating to HHCS services using Trust reporting procedures and agreed SLAs.

Trust Values

Our values help us in what we do and how we do it. It is important that you understand and use these values throughout your employment with the HHCS to define and develop our culture.

The post holder will be:

* Inclusive, valuing and celebrating everyone’s diversity and success.

* Compassionate, caring about our patients.

* Accountable and responsible, always looking to improve.

* Respectful for all and show integrity in everything.

* Empowering everyone to make decisions that lead to better outcomes.

Customer Care for Patients and/or Service Users

* Ensure all telephone, written and verbal enquiries from patients, public, and staff are responded to in a prompt, polite, friendly, and courteous manner.

* Work as a key member of the HHCS team to ensure site services are delivered in a cohesive manner.

* Communicate and liaise with HHFT stakeholders including clinical and non-clinical staff, suppliers, and external stakeholders to maintain high standards of service.

* Continually review the effectiveness of service provision taking into account the views of service users and clients.

Communication

* Develop and maintain effective working relationships with a range of individuals and groups, both within and external to HHFT and HHCS.

* Provide and receive information which may be of a confidential or sensitive nature, ensuring it is communicated properly within the organisation.

* Maintain effective levels of communication within the HHCS team and key building stakeholders, including participating in any relevant Trust-led and HHCS meetings.

* Liaise with management team and stakeholders regarding the monitoring and management of priority and capacity issues.

* Be effective, clear, and accurate when using all forms of communication.

Planning and Organisation

* Be the operational lead for day-to-day service activity within HHCS, ensuring weekly, monthly, and annual assessments and objectives are achieved.

* Develop and implement strategic plans for the long-term provision of HHCS services.

* Ensure service provision is met through the effective management of rosters and supplies across multiple sites.

* Be responsible for maintaining rapid response services, such as…