HHCS Service Lead

Job Title HHCS Service Lead 

Job Summary 

The post holder will act as the operational lead for the delivery of high‑quality, patient‑focused facilities services across all HHCS‑owned buildings, including Domestics (hydration), Linen, and Post, spanning all three Trust sites (BNHH, RHCH, and AWMH). 

The post holder will be responsible for ensuring services are delivered safely, effectively, and in full compliance with national standards, Trust policies, and statutory requirements, contributing directly to patient experience, infection prevention, and staff safety. 

The role includes leading, motivating, training, and developing multi‑disciplinary teams to ensure they are competent, equipped, and supported to deliver consistent, high‑quality services. 

The post holder will establish and maintain effective working relationships with clinical teams, corporate services, contractors, and external partners, ensuring performance is monitored, risks are managed, and continuous service improvements are identified and implemented.

Key Responsibilities 

• Statutory Compliance: Ensure HHCS achieves all mandatory requirements in line with statutory compliance, National Cleaning Standards, and Trust Policy. 

• Operational Leadership: Act as the operational lead for day-to-day activities, ensuring professional standards and benchmarks are met. 

• Stakeholder Liaison: Liaise with HHFT stakeholders, including clinical staff, infection control, support services, and external stakeholders to ensure services are delivered in a cohesive manner. 

• Quality Monitoring: Be the responsible person for auditing and monitoring service standards, reporting action plans for any required corrections. 

• Service Improvement: Continually review the effectiveness of service provision and utilise service-user feedback to generate action plans for improvement. 

• Incident Management: Investigate complaints and incidents relating to HHCS services using Trust reporting procedures and agreed SLAs.  

Trust Values 

Our values help us in what we do and how we do it. It is important that you understand and use these values throughout your employment with the HHCS to define and develop our culture. 

The post holder will be: 

• Inclusive, valuing and celebrating everyone’s diversity and success. 

• Compassionate, caring about our patients. 

• Accountable and responsible, always looking to improve. 

• Respectful for all and show integrity in everything.  

• Empowering everyone to make decisions that lead to better outcomes. 

Customer Care for Patients and/or Service Users 

• Ensure all telephone, written and verbal enquiries from patients, public, and staff are responded to in a prompt, polite, friendly, and courteous manner. 

• Work as a key member of the HHCS team to ensure site services are delivered in a cohesive manner. 

• Communicate and liaise with HHFT stakeholders including clinical and non-clinical staff, suppliers, and external stakeholders to maintain high standards of service. 

• Continually review the effectiveness of service provision taking into account the views of service users and clients. 

Communication 

• Develop and maintain effective working relationships with a range of individuals and groups, both within and external to HHFT and HHCS. 

• Provide and receive information which may be of a confidential or sensitive nature, ensuring it is communicated properly within the organisation. 

• Maintain effective levels of communication within the HHCS team and key building stakeholders, including participating in any relevant Trust-led and HHCS meetings. 

• Liaise with management team and stakeholders regarding the monitoring and management of priority and capacity issues. 

• Be effective, clear, and accurate when using all forms of communication. 

Planning and Organisation 

• Be the operational lead for day-to-day service activity within HHCS, ensuring weekly, monthly, and annual assessments and objectives are achieved. 

• Develop and implement strategic plans for the long-term provision of HHCS services. 

• Ensure service provision is met through the effective management of rosters and supplies across multiple sites. 

• Be responsible for maintaining rapid response services, such as urgent infection control outbreaks or major incidents, to minimise service impact, liaising with HHFT stakeholders as relevant.  

• Manage the delivery of services ensuring all categories of activity, including routine and reactive cleaning, are covered. 

Budgetary and Resource Management 

• Performance manage HHCS services to agreed national or local standards in line with agreed budgets. 

• Report monthly against agreed Key Performance Indicators (KPIs) regarding service performance. 

• Take responsibility for delegated budgets, including asset management and the management of operational pay and non-pay costs. 

• Undertake regular testing of value for money on all service provisions, including disposable items and equipment. 

Training Responsibilities 

Ensure that robust local and mandatory training and induction programmes are in place and maintained. 

Accountable for ensuring the team achieves and maintains a 92% compliance rate for training on a continual basis. 

Plan and ensure essential skills training interventions to meet staff learning needs and develop a skills matrix. 

Keep up-to-date development plans for staff in line with annual appraisals. 

Support the local induction of new staff and support the education of students and trainees in practice. 

Policy 

As a wholly owned subsidiary of HHFT, HHCS widely adopts the Trust’s policies which should be understood and adhered to.  

Ensure all mandatory requirements are achieved in line with statutory compliance, HHFT Trust Policy, and governance. 

Develop and maintain 'best in class’ delivery strategies that create and embed policies to support service implementation. 

Investigate complaints and incidents relating to services using Trust reporting procedures and governance frameworks. 

Abide by all HHFT Trust policies, including standing financial instructions and relevant codes of practice. 

Always comply with Trust policy on confidentiality and data protection. 

Manage all staffing matters, including recruitment and disciplinary issues, in line with Trust HR policy and procedures. 

Sustainability and Climate Responsibility

All staff are expected to support the Trust’s commitment to sustainability and the NHS Net Zero agenda by: 

Contributing to the delivery of the Trust’s Green Plan through sustainable working practices. 

Minimising carbon emissions and waste, and maximising recycling and reuse. 

Choosing low-carbon, sustainable options in procurement and service delivery. 

Embracing digital solutions to reduce paper use and unnecessary travel. 

Supporting climate adaptation measures to ensure resilience of services and facilities. 

Ensuring compliance with the CQC environmental sustainability requirements.