Domestic Services Manager

Serco Limited; England; On-site; GBP 38,000 - 45,000; Full time

Job summary

A service provider in healthcare is seeking a Domestic Services Manager to oversee service delivery at University Hospital Southampton. This role involves managing customer relationships, service compliance, and budgets while ensuring all staff are trained to high standards. The ideal candidate will have prior experience in large team management and strong interpersonal skills. This position offers a salary of up to £45,000 with benefits and requires flexibility in working hours.

Benefits

25 days annual leave plus bank holidays

Annual leave purchase scheme

Employee Assistance Programme

Health Cash Plans

Career development opportunities

Qualifications

• Previous experience of managing a large team.
• Experience managing a large budget.
• Flexible to work weekends when required.
• Practical experience of conducting quality audits.
• IT literate in Microsoft Office.

Responsibilities

• Manage relationship between service users and delivery teams.
• Handle complex service issues and make decisions.
• Monitor key performance indicators and develop improvement plans.
• Investigate complaints and provide reports to the Contract Director.
• Ensure contract service compliance and staff training.

Skills

Team management

Budget management

Customer relationship management

Quality audits

IT literacy (Microsoft Office)

Fire safety knowledge

Lifting and handling procedures knowledge

Education

Intermediate Certificate in Food Hygiene

Job description

Domestic Services Manager

University Hospital Southampton

Up to £45,000 per annum, plus benefits

37.5 hours per week- must be flexible to work occasional weekends and evenings when required

Serco have an exciting opportunity for a Domestic Services Manager to join our team at University Hospital Southampton. This role will be the main interface and point of contact for all aspects of the service delivery of the Serco Domestic Services.

The main responsibilities include, customer relationship building, management of customer expectations, problem solving and dispute resolution at all levels is pivotal in this role. The Domestic Services Manager will provide feedback to all services in relation to their performance and service levels. Excellent diplomacy and negotiation skills are essential in carrying out this aspect of the role.

Main Accountabilities:

• Manage all aspects of the interface between service users and the service delivery teams for Domestic Support Services
• Manage a variety of complex service issues making autonomous decisions in order to find practical solutions
• Will often be required to handle more than one complex issue or project at any given time
• Accountable for and will manage the interpretation, analysis and resolution of performance management issues
• Supporting the Contract Director in setting the annual budget requirements, overall expenditure and the drawing up of contingency plans to deal with projected overspends
• Monitor key performance indicators, develop and agree improvement plans within an agreed timescale where these fall below set standards
• Liaising with customers and senior managers of the Board and external parties to ensure the agreed level of service is being delivered to the standards required
• Investigating client complaints, implementing action plans and monitoring improvements. Providing comprehensive written reports to the Contract Director and the client
• Responsible for the Domestic Services operations to ensure contract service compliance in accordance with efficient and effective service delivery and national guidelines
• Ensuring all staff are trained to the required standard to carry out their duties
• Establishing and reviewing working procedures within each area to ensure the requirements of all relevant legislation are fully met
• Responsible for policy development and implementation and service development within their area
• Responsible for organisational procedural and policy management across the range of services within their area of responsibility
• Authorising the purchase and procurement of materials and supplies and ensuring that the cost, quality and wastage of products and materials are monitored on a regular basis. Accountable for the income and expenditure levels of the department
• Reviewing and amending annual service and personal objectives
• Analyse data on service delivery and performance providing reports for the Contract Board as appropriate
• Establish and review working procedures within each area to ensure the requirements of the Health and Safety at Work Regulations and Food Hygiene Regulations are adhered to
• Maintain Data Integrity and Security at all times
• Review, analyse and authorise the order of new equipment
• Manage the full range of human resources management issues as appropriate including absence, performance, initial investigation and first line disciplinary processes, recruitment and selection and personal and professional development off staff
• Investigating and assessing serious disciplinary cases
• Responsible for ensuring that all staff are inducted, trained and have annual appraisals completed. Ensure that all personnel within their department have PDP's
• Work flexibly to meet the needs of the service
• Manage recruitment and selection processes
• Participates in the senior management on-call roster

What you'll need to do the role:

• Previous experience of successfully managing a large team
• Experience of having managed or having been responsible for a delegated large budget
• Flexible to work occasional weekends when required
• Practical experience of conducting quality audits to monitor client/ customer satisfaction
• IT literate - Microsoft Office
• Knowledge of fire safety regulations
• Knowledge of lifting and handling procedures
• Intermediate Certificate in Food Hygiene- desirable

What we offer:

• 25 days annual leave plus bank holidays.
• Annual leave purchase scheme.
• Access to the Serco benefits portal offering discounts across major high street brands in Retail, Leisure & Hospitality.
• Health and wellbeing support for you and your family, including an Employee Assistance Programme, Health Cash Plans, free flu jabs, and more.
• Comprehensive career development opportunities, including role-specific training, leadership coaching, and formal study to support your growth with Serco.
• A safe, inclusive, and supportive culture.