ESTATES CUSTOMER SERVICES MANAGER CANDIDATE INFORMATION PACK
EXECUTIVE SUMMARY
The Children’s Trust is seeking to appoint an Estates Customer Services Manager to lead all aspects of estates and facilities management and health and safety across its diverse campus estate portfolio. The Children’s Trust is the UK’s leading charity for chil- dren with acquired brain injury, providing expert rehabili- tation, education, therapy and care through our national specialist centre at our beautiful 24-acre site in Tadworth, Surrey, and to children and their families across the UK, via our Brain Injury Community Service. Reporting to the Senior Estates Manager, the Estates Customer Services Manager will lead and develop a new service of a consolidated Customer Services Team, which will deliver a consistent and high standard of service and customer experience in relation to estates and facilities provision. It will focus on raising and maintaining stand- ards across the operational estate, establishing SLAs, KPIs, Policies and SOPs for key services including but not limited to front of house, accommodation, transport, systems management, helpdesk, parking and department purchasing. The Estates Customer Service Manager will be a member of the Estates management team and will contribute to the broader development and performance of the department.
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EXECUTIVE SUMMARY THE CHARITY JOB DESCRIPTION PERSON SPECIFICATION FURTHER INFORMATION APPLICATION PROCESS
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THE CHARITY
The Children’s Trust is the UK’s leading charity for children with brain injury and neurorehabilitation. The charity provides rehabilitation, medical care, special education, community services and expert information. Our key services are: • Rehabilitation for children with Acquired Brain Injury (ABI) • A non-maintained special school, with associat- ed residential houses for children with complex education, health, therapy and care needs • Support for children with ABI and their families in the communities across the UK, through our Brain Injury Community Services. • Online information and support via our publica- tions and braininjuryhub.co.uk
ship with the NHS and local authorities to provide a step-down pathway of care between hospital and home. The centre is entirely child and family focused to ensure that their needs are appropriately supported. In the community, we provide clinical support to complement local services and give children and young people with ABI the best chance of succeed- ing at home and in school. We are the only paediatric centre with a national specialised commissioning contract (through NHS England) to provide brain injury rehabilitation for children with severe brain injury. Our other services are funded through local health commissioners (such as clinical commissioning groups), social care and education authorities, together with the mil- lions raised through voluntary fundraising.
supporters, our 24 acre Tadworth site features a mod- ern hydrotherapy pool, accommodation for parents, specially adapted equipment, soft play areas and a wheelchair-accessible treehouse. We run a non-maintained special school for children with complex education, health, therapy and care needs with associated residential houses. The Chil- dren’s Trust School supports children and young people from 2 – 19 years old and is dual-registered with the Care Quality Commission (the school residential hous- es) and Ofsted Education. The Children’s Trust is a charitable organisation with approximately 595 committed staff and 560 volun- teers with a range of expertise across nursing and care, education, therapy, operations and centralised support functions such as finance, HR, fundraising and commu- nications. A number of these staff are based off-site around the UK as part of our community work or in our charity shops.
Our residential services based at our national spe- cialist centre in Tadworth, Surrey, work in partner-
Thanks to the generosity of The Children’s Trust’s
JOB DESCRIPTION
Job Title Reports to
Customer Service Manager Senior Estates Manager
Direct reports
Customer Services Coordinator (x2.5), Volunteer Drivers
Band
N/A
Location
Tadworth, Surrey
Salary
£45,000
Hours of Work
37.5 hrs per week
Professionalism • Ensure Front of House services are delivered in accordance with the expectations of the organisa- tion. • Adhere to the policies and procedures of The Chil- dren’s Trust. • Maintain professional boundaries and profession- alism at all times. Skills & Responsibilties • Super-user and day to day operation of CAFM and compliance systems. • Oversight of Helpdesk function and allocation of tickets. • Responsible for accommodation for parents and staff • Facilitate transition from the use of third-party accommodation, reporting detail to the Senior Estates Manager to support the strategic oversight of accommodation. • Participate in on-call duties, providing manage- ment support out of hours as may be required. • Provide reciprocal cover to the facilities Manager Management of Self and Others • Take ownership of customer support function and ensure problems followed through to resolution. • Mentor and lead Housekeeping lead and Custom- er Service team. • Provide cover to the Customer Support function as required on a day to day basis. • Manage time of self and team to ensure timely responses and service delivery. • Be a proactive member of the Estates team, work-
Job Purpose
Policy and Procedures, supporting and providing effec- tive line management to the Customer Services Team and Housekeeping lead ensuring KPIs are achieved.
ing collaboratively.
Communication • Ensure end users in Helpdesk process receive high standard of communication and are kept informed of the progress of their requests. • Ensure effective communication within the team, facilitating cohesive working practices across all areas. • Maintain sufficiency in the volunteer driver service, ensuring appropriate training is maintained and drivers engaged. Governance • Collation of data for compliance and performance reporting. • Identify opportunity areas and, in agreement with Senior Estates Manager, develop processes to improve standards. • Ensure Customer Services Team are compliant with contractor policy and compliance documen- tation is up to date and submitted in a timely manner. Health and Safety • Adhere to all Health and Safety guidelines, princi- ples and regulations required to perform your role and comply with The Children’s Trust policies and procedures.
Reporting to the Senior Estates Manager, the Custom- er Services Manager is responsible for ensuring the development and delivery of high-quality customer service for the children, young people, parents, staff, and visitors who use The Children’s Trust estate. Leading the Customer Services Team ensuring they receive training, support, and instruction to facilitate and sustain a high level of service to all site users. Critical to this role is the leadership and development of a new service of a consolidated Customer Services Team, which will deliver a consistent and high stand- ard of service and customer experience. It will focus on raising and maintaining standards across the operational estate, establishing SLAs, KPIs, Policies and SOPs for key services including but not limited to front of house, accommodation, transport, systems management, helpdesk, parking and depart- ment purchasing. The Customer Service Manager is a member of the Estates management team and will contribute to the broader development and performance of the depart- ment. This includes ensuring a high level of response and associated services through SLAs, providing periodic reporting to the Senior Estates Manager and Estates Compliance and Performance Group. The Customer Services Manager will ensure a posi- tive customer experience from the Customer Services Team. They will maintain service in alignment to SLAs,
Key Responsbilities & Duties
Customer Services Management • Working to the Senior Estates Manager, lead on development of the new Customer Services Team, consolidating processes and defining workflows to ensure full coverage of a quality service to agreed standards. • Maximise opportunities to automate processes, utilising existing software systems. • Provide oversight and operational management of Estates SLAs and KPIs including but not limited to Front of House, Accommodation, Transport, Sys- tems Management, Helpdesk, Parking and Depart- ment Purchasing. • Operational management of contracts as required. • Provide operational management of Estates Cus- tomer Service team, providing oversight of service quality and ensuring day-to-day service delivery against SLAs and KPIs. • Assign accommodation and support parents and staff on arrivals and departures, in accordance with the accommodation policy. • Ensure smooth bookings and experience for trans- port. • Always ensure delivery of high quality of customer services. • To undertake other or additional duties that are within your skills and abilities, as the organisation may reasonably require from time to time.
PERSON SPECIFICATION
Education & Qualifications • Evidenced relevant experience in a comparable setting. • IOSH Managing Safely , • Educated to GCSE level or a minimum of 5 years experience in a comparable customer focused setting • Evidence of CPD ideally in a customer service environment. Experience Essential: • Experience of establishing a new service • Demonstrable experience of developing, delivering and managing high quality, customer focused services in a comparable setting • Set-up of new systems and processes with minimal supervision. • Demonstrable supervisory experience in a customer services setting, developing a team to success. • Experience of CAFM (computer aided facilities management) and compliance Systems. Desirable: • Experience of managing health & safety of self and others within a role. • Experience in Healthcare sector Skills & Knowledge • Demonstrable leadership skills • Extensive experience, confidence and competence in the use of multi-platform systems, • Strong administrative skills, ideally within facilities management environment. • Working knowledge of room management. • Demonstrable strong IT skills across multiple systems. • Organised and process driven. • Good written and verbal communication skills at all levels, both internally and externally. • Flexible and able to adapt to various challenges and sensitive situations. • High level of attention to detail and able to produce work of high quality.’ • Good level of general knowledge of Health & Safety. • Familiarity with of standards required under regulatory bodies such as CQC & Ofsted is an advantage. Personal Qualities • Commitment to the vision and Promises of The Children’s Trust. • Flexible and ‘can do’ attitude to competing commitments in workload. • Highly motivated and reliable. • Ability to cope working in a demanding environment • Commitment to maintaining personal wellbeing and the wellbeing of colleagues.
ORGANISATION & STRUCTURE
Head of Estates & Health & Safety
Senior Estates Manager
Head of HS
Customer Services Manager
HS Officer
Facilities Manager
Project Manager
x2.5 Customer Services Coordinator
Housekeeping Lead
Gardeners
Supervisor
Maintenance
Housekeeping
Logistics
Transport Operative
FURTHER INFORMATION
Our current situation Similar to many healthcare organisations, the Trust is working through turmoil and uncertainty and has been dealing with multiple challenges. These have included: • The Covid pandemic, which had an impact for an extended period due to the complex clinical needs of the many of the vulnerable children in the Trust’s care. • Challenges with recruitment and retention of nursing and care staff, resulting in closed beds, which has impacted on income. At the same time, the Trust is experiencing increased people costs and inflation is impacting on other cost categories. To address these challenges we have instigated an 18-month recovery plan and Phase 1 is in progress. This includes a restructuring of the overall workforce which has led to a c15% reduction in the headcount, restruc- turing of the service delivery model, re-financing, which has included a loan from Charity Bank, reviewing pricing and negotiating with funders, reducing cost and cutting back on operational and capital expenditure. Despite these challenges recent CQC and Ofsted inspections and monitoring visits continue to be extremely positive and the outcomes delivered for children and young people are extraordinary. The standards and quality of care and support remain exceptionally high.
Safeguarding The Children’s Trust is committed to safeguarding and promoting the welfare of children and young people. To achieve our commitment, we will ensure continuous devel- opment and improvement of robust safeguarding process- es and procedures that promote a culture of safeguarding amongst our workforce.
Our Promises Our Promises capture our strengths and aspira- tions. They guide the way we act, interact, and come together to achieve our goals. The journey we took to reach our Promises has been an im- portant one. A highly collaborative and iterative process that has seen each word shaped by our people – our volunteers, employees, partners, trustees, and suppliers. Perhaps most importantly, our children, young people, and their families are at the core of this process. This journey has given us a critical opportunity to give children and young people a voice. As a result, our Promises have been genu- inely enriched by them. That’s because how we work and carry out our role is as important as what we do, and that’s why as part of The Children’s Trust, we all need to live by our five Promises.
The Children’s Trust has policies on safer recruitment, ex-offenders’ recruitment and criminal record checks.
Equality and Diversity At The Children’s Trust we recognise how important it is to have leadership that reflects the children, young people and families that we support. We also recognise that staff, comprised of a range of skills, backgrounds and experienc- es will help us to better understand the needs of those we support, and how we can best represent their interests. We, therefore, particularly welcome applications from peo- ple with disabilities, individuals from diverse ethnic back- grounds and those from other under-represented groups. The Children’s Trust is committed to achieving equity, diversity and inclusion (EDI) across all levels of the organi- sation. Click here for further information.
APPLICATION PROCESS
For a confidential conversation please contact our advisor Jane Schofield (Jane.Schofield@mrgpeople.co.uk) of MRG on 0203 962 9900.
Applications should consist of a comprehensive CV (of not more than 4 pages) and a covering letter (of not more than 2 pages).
Applications should be sent to Jane.Schofield@mrgpeople.co.uk
The closing date for applications is 21st May 2023
First stage interviews will be held via MS Teams W/C 22nd or 29th May 2023, with final stage interviews taking place on site at The Children’s Trust W/C 19th June 2023
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