Customer Service Manager (Quality & Improvement) - 12 months FTC
NHS Jobs London
The Customer Service Manager (Quality & Improvement) role will have core responsibility for delivering a consistent and effective Centre Management service to CHP Tenants The purpose of the role is to improve consistency, service, and process efficiencies so that our Operations Teams and principally the ORMs, have a team to provide support, guidance and checking that our ways of working support good service and the business.
The post holder will report to the Senior Customer Transformation Manager.
The role will be accountable for:- Responsible for Building and Service Audits, producing action plans where needed.
- In support of P&O teams, provide direction and assistance to ORMs so that the site meets the requirements of patients, service providers and building users.
- Manage requests for information, data gathering, reports, and briefings from customer stakeholders.
- Responsible for ensuring Customer Satisfaction surveys are completed in line with timescales.
- Investigate accidents/incidents, report on findings and make recommendations on remedial actions if appropriate.
- Provide support to ORMs and P&O teams with the coordination of community engagement activities.
- Responsible for reviewing processes and procedures and identifying efficiencies with ORMs and the wider teams.
- Support and edit the relevance within the ORM handbook, inductions, and any change management in ways of working.
- Ensure regional teams are focussed on customer centric KPIs and outputs.
This role is based in London/South region with national travel.
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