Patient Experience Ambassador

Job Description

• Job Title:
  
  Patient Experience Ambassador
• Location:
  
  Queens Hospital
• £34,000 Salary + Bonus
• Holidays
• 40 Hours / Monday to Friday

As a Patient Experience Ambassador
, you will act as the vital link between patients, clinical teams, and support services, ensuring that patient voices are heard and acted upon. Based at Queens Hospital
, you will play a key role in capturing feedback, measuring satisfaction, and driving continuous improvement across services such as catering, cleaning, portering, and the wider environment.

In this highly visible role, you will represent Sodexo on site building strong relationships, promoting positive behaviours, and ensuring every patient receives the highest quality experience. Through data insights and proactive engagement, you will help shape service delivery and support enhanced outcomes across the hospital.

• Engage directly with patients, visitors, and clinical teams through regular ward rounding to gather real-time feedback on services.
• Act as the voice of the patient, ensuring feedback is captured, understood, and acted upon.
• Identify trends, highlight areas for improvement, and collaborate with service leads to resolve issues promptly.
• Analyse data collected through digital platforms and produce monthly insight reports with recommendations.
• Share both positive and constructive feedback with operational teams to support continuous improvement.
• Build strong working relationships with clinical, facilities, and estates teams to align on service improvements.
• Support the development and delivery of action plans to enhance patient satisfaction and service outcomes.
• Monitor performance against agreed service measures and contribute to improving CQC, PLACE, and overall satisfaction scores.
• Participate in cross-site collaboration to share best practice and identify opportunities for innovation.
• Contribute to behavioural and service improvement programmes (e.g. CARES) to enhance the overall patient experience.
• Ensure confidentiality, professionalism, and sensitivity when interacting within a clinical environment.

• A genuine passion for delivering outstanding customer and patient care.
• Strong communication and interpersonal skills, with the ability to build rapport at all levels.
• Empathy, patience, and excellent listening skills, especially in sensitive or challenging situations.
• Confidence to challenge constructively and influence positive change.
• Experience working in a complex, fast‑paced service environment (healthcare or similar desirable).
• Strong analytical skills, with the ability to interpret data and translate insights into actionable improvements.
• Ability to collaborate effectively with diverse teams and stakeholders.
• High level of attention to confidentiality and professionalism.
• Comfort working with digital tools and systems, including Microsoft Excel, Word, Outlook, and Teams.
• A proactive, solution‑focused mindset with a commitment to continuous improvement.

• Unlimited access to an online platform offering mental health and wellbeing support.
• Employee Assistance Programme to help with everyday issues or larger problems where you may need additional support, including legal and financial advice, support with work related issues or personal issues such as bereavement.
• Access to a free health and wellbeing app that provides rewards for maintaining a healthy lifestyle and includes access to a 24hr virtual GP and various other services.
• The Sodexo Discounts Scheme, offering great deals 24/7 (also open to friends and family) and/or the prepayment cashback card.
• Money Insights and financial benefits via the Salary Finance Platform.
• Save for your future by becoming a member of the Sodexo Retirement Plan.
• A Death-in-Service benefit for colleagues who pass away whilst employed by Sodexo.
• Opportunities to enable colleagues to grow and succeed throughout their career at Sodexo, including a variety of learning and development tools.
• Cycle to Work Scheme to help colleagues to do their bit for the environment whilst keeping fit.
• Volunteering Opportunities to enable all colleagues to help support worthwhile causes in our communities.
• Flexible…