Hospice Services Manager

Cornwall Hospice; Hayle; On-site; GBP 50,000 - 72,000; Full time

Job summary

Cornwall Hospice seeks a Hospice Services Manager to lead housekeeping, catering and administrative services, ensuring a welcoming, safe environment for patients, families and staff. You will manage teams and budgets, coordinating with clinical colleagues and volunteers to deliver seamless, high-quality hospice operations.

The role requires compassionate leadership, strong planning and the ability to balance operational priorities with excellent customer care, fostering a culture of continuous

Qualifications

• Experience leading and developing teams in a fast-paced environment.
• Proven ability to deliver high-quality service to patients and families.
• Strong budgeting, planning and stakeholder management capabilities.

Responsibilities

• Lead housekeeping, catering and administrative services ensuring safe, welcoming environments.
• Manage staffing, recruitment, supervision and performance within facilities and support teams.
• Collaborate with clinical colleagues and volunteers to sustain excellent hospice operations.
• Oversee budgets, procurement and service improvements to enhance patient and family experience.

Skills

Leadership

People management

Planning & organising

Customer service

Written & verbal communication

Budgeting

IT & digital systems

Job description

Job Role - At Cornwall Hospice, we believe that every moment matters. Our Hospice Service Manager plays a critical role in creating an environment where patients and families feel welcomed, cared for, and supported throughout their hospice journey. This is far more than a facilities or hospitality management role. It is an opportunity to lead the services that bring warmth, comfort, dignity and joy to the everyday experiences of those in our care. Working closely with clinical colleagues, volunteers and support services teams, you will ensure the seamless delivery of housekeeping, catering, administrative and maintenance services while helping create the special moments that make our hospices unique. This is an exciting leadership role for a highly organised, compassionate and solutions-focused individual who thrives in a fast-paced environment, enjoys leading people, and takes pride in making things happen.

Lead and manage the administration, catering and housekeeping teams ensuring safe, effective and responsive service delivery. Exercise matrix management responsibility for the Facilities Officer, working in partnership with the Facilities Supervisor to prioritise workloads, support service delivery and ensure the hospice environment remains safe, welcoming and responsive to the needs of patients, families, visitors, staff and volunteers. Work collaboratively with the Clinical Team to support the smooth day-to day operation of the hospice. Ensure appropriate staffing levels, deployment and workload management across all support services. Lead recruitment, induction, supervision, development and performance management of team members. Foster a culture of excellence, accountability, teamwork and continuous improvement.

Lead the delivery of high-quality hospitality and support services that enhance the experience of patients, families and visitors. Ensure patients and families experience a welcoming, caring and responsive environment. Coordinate and facilitate special events and celebrations for patients and families, including weddings, anniversaries, birthdays and seasonal activities. Work closely with volunteers and colleagues to create opportunities that help patients and families make meaningful memories. Ensure that the “little touches” that make a significant difference are consistently delivered. Actively seek feedback from patients, families and colleagues to enhance services.

Act as a visible ambassador for Cornwall Hospice, welcoming and engaging with a wide range of visitors to the hospice, including potential patients and families, bereaved relatives, supporters, fundraisers, donors, corporate partners and community groups. Conduct hospice tours and presentations, adapting communication style and messaging to suit different audiences while promoting understanding of the hospice's work, values and impact. Build positive relationships with external stakeholders, helping to develop community engagement, supporter loyalty and opportunities for collaboration. Support fundraising and engagement activities by representing the hospice at local events, open days and community initiatives as required. Work closely with fundraising, clinical and operational colleagues to ensure visitors and supporters experience a warm, professional and memorable introduction to Cornwall Hospice. 8 What you’ll be doing 8 Facilities & Service Management Lead and oversee housekeeping, catering and administrative services, ensuring high-quality, responsive and efficient support for patients, families, visitors, volunteers and staff. Ensure all hospice environments are safe, welcoming, comfortable and maintained to the highest standards, reflecting our commitment to providing an exceptional patient and family experience. Exercise matrix management responsibility for the Facilities Officer, working in partnership with the Facilities Supervisor to coordinate priorities, support service delivery and ensure the effective management of facilities-related issues. Work collaboratively with the Facilities Supervisor and Facilities colleagues to plan, prioritise and oversee repairs, maintenance activities, environmental improvements and estates-related projects. Ensure compliance with all relevant legislation, standards and organisational policies, including food hygiene, infection prevention and control, health and safety, and environmental requirements. Lead on risk assessment and risk management within areas of responsibility, implementing appropriate control measures and ensuring a proactive approach to safety and compliance. Develop, implement and continuously review operational procedures, service standards and quality assurance processes to drive excellence and continuous improvement. Support the ongoing development of a safe, sustainable and well maintained hospice environment that meets the needs of patients, families, staff and volunteers. Work closely with clinical and operational colleagues to ensure facilities and support services contribute positively to the overall patient and family experience and support the delivery of outstanding hospice care.

Manage budgets within delegated areas of responsibility. Monitor expenditure and ensure effective use of resources. Negotiate and manage supplier relationships to secure value for money. Establish and monitor stock control systems and purchasing processes. Identify opportunities for efficiency savings while maintaining service quality. Champion environmental sustainability initiatives and energy-efficient working practices. Identify opportunities to improve systems, services and processes. Support the introduction and effective use of technology and digital systems. Lead service improvements projects that enhance patient, family and staff experience

Essential Experience Significant experience in hospitality, facilities, hotel, customer service or operational management. Proven experience of leading and managing teams. Experience of delivering high-quality customer or client-focused services. Experience of managing budgets and resources. Experience of handling complaints and resolving complex issues. Experience of working across multiple priorities in a busy operational environment. Strong working knowledge of Microsoft Office applications. Desirable Experience Experience within healthcare, hospice, social care or charitable sectors. Professional qualification in hospitality, facilities management, business management or related field. Food Hygiene qualification. Infection Prevention and Control awareness training. Experience of managing volunteers. Experience of event coordination or hospitality services.

Essential Skills & Knowledge Excellent leadership and people management skills. Strong organisational and planning abilities. Outstanding customer service ethos. Ability to balance operational priorities with compassion and empathy. Excellent written and verbal communication skills. Ability to build effective relationships with a wide range of people. Strong problem-solving and decision-making skills. Ability to remain calm and focused under pressure. Strong financial awareness and budgeting skills. Ability to identify opportunities for service improvement. Good IT literacy and confidence using digital systems. Desirable Skills & Knowledge: Knowledge of healthcare or hospice environments. Understanding of infection prevention and control standards. Understanding of food safety regulations. Knowledge of sustainability and environmental management practices

We are seeking a leader who: Genuinely cares about people and is motivated by making a difference. Leads with kindness, compassion and emotional intelligence. Is naturally proactive and takes ownership of problems. Notices the small details that have a big impact on patient and family experience. Is resourceful, practical and solution focused. Finds ways to make things happen rather than reasons why they cannot. Demonstrates resilience and positivity in challenging situations. Can confidently make decisions while remaining sensitive and compassionate. Takes pride in delivering consistently high standards. Is approachable, visible and supportive to colleagues. Maintains professional boundaries whilst building trusted relationships. Demonstrates integrity, honesty and accountability. Embraces change and is open to new ideas. Works collaboratively and encourages teamwork. Is adaptable and willing to respond to changing operational demands. Has the confidence to challenge constructively when needed. Understand that exceptional hospice care extends beyond clinical care.

We want our Hospice Services Manager to be recognised as: A ‘fixer’ who quickly identifies solutions and removes obstacles. Someone who can turn ideas into reality. A person who thrives on creating memorable experiences for others. Someone who understands that a wedding, birthday celebration, favourite meal or family gathering can be just as important as any operational task. A leader who ensures that every patient and family feels cared for, valued and welcomed. Someone who embodies Cornwall Hospice’s commitment to helping people Make Every Moment Matter.