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40 hours per week, including alternate weekends
Key Results
- Accountable for a quality and effective customer journey/experience in relation to housekeeping, catering laundry and hospitality in our care homes.
- Promote customer service principles to improve the resident experience - encourage feedback, respond to and resolve concerns.
- Collaborate with the wider care home leadership and care teams to manage all regulatory and efficiencies of a busy care home environment including infection control, waste management, menu systems (MUST tool) and dietary needs, room reinstatement, maintenance, and laundry service.
- With the Business Deputy Manager plan, review, monitor and be accountable for service level agreements.
- Manage within a set budget.
- Complete regular audits including, compliance, satisfaction, issues, trends, maintenance/defects - implementing actions.
- People management and development duties.
Skills and experience
Communication
- Advocate culture of communication and information sharing between team members.
- May involve others in resolving and discussing mutual problems.
- Written responses presented in range of formats.
- Exchanges and clarifies technical or complex info for diverse audience.
Thinking Style
- Analyses facts and available information to resolve varied and non-routine problems.
- Plans and organises a range of interlinked activities and tasks.
- May modify processes for best outcomes.
- Confident with data and report writing/business case.
- Aware of wider issues.
- Uses experience to identify most appropriate actions.
- Pre-empts issues and trouble shoots.
Leadership
- Deliver informal coaching and guidance.
- Support team leader/line manager in recruitment and selection of new colleagues.
- Oversee Bank and Agency workers, allocating work and general line management responsibilities.
- As relevant, contribute to colleagues' performance reviews.
- Monitors workflows.
- May be responsible for coaching, advising, onboarding, delegating to colleagues.
- General day to day management duties following People policies.
- Motivates, inspires and drives colleagues to meet the needs/demands of the role.
Working with others
- Role models integrity.
- Flexible style, stepping in to support team members when required.
- Liaises with other teams/departments and external partners/contacts as service area expert.
- Encourages engagement and flexibility within team.
Other Skills and Qualifications
Essential
- Level 1 Food Hygiene (or equivalent)
- Experience working with older people in a care or nursing environment
- Extensive experience in front of house service roles and housekeeping and catering roles
- Experience working within a facilities or hospitality environment
- Knowledge and experience of customer service principles
- Knowledge of basic hygiene and cleaning techniques
- Knowledge of good food hygiene practices
- Knowledge of basic First Aid, health and safety rules including safe moving and handling
- Budget planning and management experience
- Competent using standard office programs including word, outlook/email, system folders etc
40 hours per week, including alternate weekends
Key Results
- Accountable for a quality and effective customer journey/experience in relation to housekeeping, catering laundry and hospitality in our care homes.
- Promote customer service principles to improve the resident experience - encourage feedback, respond to and resolve concerns.
- Collaborate with the wider care home leadership and care teams to manage all regulatory and efficiencies of a busy care home environment including infection control, waste management, menu systems (MUST tool) and dietary needs, room reinstatement, maintenance, and laundry service.
- With the Business Deputy Manager plan, review, monitor and be accountable for service level agreements.
- Manage within a set budget.
- Complete regular audits including, compliance, satisfaction, issues, trends, maintenance/defects - implementing actions.
- People management and development duties.
