Job summary
The accommodation services department manages a portfolio of over 400 units of accommodation, located at both hospitals and in our local community, for the benefit of patients, staff and visitors to the Trust. The provision of high quality accommodation is seen as a crucial part in supporting first class clinical services for patients and attracting to the Trust staff which are difficult to recruit.
The department delivers a range of designated in-house services including client liaison, project management, housekeeping and maintenance. The service has recently seen significant developments and investment and is continually evolving to ensure that the complex requirements of the client group are met.
The post holder will join a dynamic and skilled team, with the ability to build on the strengths of the current accommodation service, yet flexible to adapt to future changes to ensure the delivery of the department's vision is achieved.
The post holder will be responsible for ensuring the delivery of an efficient and effective operational and reception service for the accommodation estate; meeting the needs and objectives of both the department and the Trust.
The post holder will be required to ensure compliance with the agreed standards are met, through monitoring and reporting deficiencies; and taking the appropriate action to remedy any issues in consultation with departmental management.
Main duties of the job
Responsible for the day to day operation of a consistently high quality reception service, ensuring all queries in person, via telephone or email are dealt with from a position of knowledge and in a highly professional manner.
Responsible for ensuring the delivery of an efficient and effective operational and reception service for the accommodation estate; encompassing the provision, rental and maintenance of accommodation.
Allocates accommodation in accordance with the residential accommodation policy or lodge placement guidelines; maintaining occupancy levels and abiding by any interim procedures to increase them.
Responsible for maintaining accurate data entry for all departmental systems, ensuring that physical and electronic records are filed, audited and archived accordingly.
Ensures that all repairs and maintenance issues are logged and dealt with effectively, to enable these issues to be resolved expediently.
Develops and contributes to the continuous improvement of the service, increasing client satisfaction and flexible working practices; prepared to offer support and cover on a cross-site basis if necessary.
Responsible for the day to day operation of a consistently high-quality reception service, ensuring all queries in person, via telephone or email are dealt with from a position of knowledge and in a highly professional manner.
About us
Essentia is part of Guy's and St Thomas' NHS Foundation Trust.
We employ over 1,600 people in Essentia. They are responsible for most non-clinical services at ourhospitals and community sites.
Essentia designs, builds and maintains healthcare infrastructure vital to the smooth running of our services.
From our5main hospitals, and in thecommunity, we provide a full range of lifelong, general and specialist care, as well asclinical research, innovation,education and training.
We're a diverse and welcoming organisation, and are incredibly proud of our 23,600 staff and the dedication they show to our patients and each other.
We aim to be outstanding in everything we do and to provide high quality and compassionate care and experience to all of our patients and families.
We're guided byour values in everything we do and, as one of the largest employers in London, we reflect the diversity, opportunity and ambition of our communities and the people we serve.
Organisational Values:
Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand andreflect these values throughout your employment with the Trust.
The post holder will:
Put patients first
Take pride in what they do
Respect others
Strive to be the best
Act with integrity
Our values and behaviours framework|describes what it means for every one of us in the Trust to put our values into action.
Job description
Job responsibilities
Operational
- Responsible for ensuring the delivery of an efficient and effective operational and reception service for the accommodation estate; encompassing the provision, rental and maintenance of accommodation.
- Allocates accommodation in accordance with the residential accommodation policy or lodge placement guidelines; maintaining occupancy levels and abiding by any interim procedures to increase them.
- Ensures all tenants and guests are issued with the correct keys, swipe cards/access codes and documentation at point of arrival.
- Manages the allocation of property keys and access cards, ensuring a full suite of copies and master keys are maintained at all times.
- Ensures that all repairs and maintenance issues are logged and dealt with effectively, to enable these issues to be resolved expediently.
- Assists with managing refurbishment projects and as a result any subsequent reconfiguration programme.
- Conducts weekly audits to ensure signed copies of tenancies or licenses have been received.
- Responsible for maintaining accurate data entry for all departmental systems, ensuring that physical and electronic records are filed, audited and archived accordingly.
- Monitors the use and implementation of the image of the service initiatives, ensuring high presentation and commercial standards are maintained at all times.
- Ensures specific work is completed to a satisfactory standard, through monitoring and reporting deficiencies; and as appropriate, taking corrective action to ensure these standards are maintained.
- Develops and contributes to the continuous improvement of the service, increasing client satisfaction and flexible working practices; prepared to offer support and cover on a cross-site basis if necessary.
- Responds to and completes any reasonable tasks or requests placed by the accommodation management team.
Technical - Utilises fully the current and subsequent IT systems provided for the benefit of the accommodation department; ensuring the maintenance of these systems and their information are updated.
- Responsible for an assigned system and will ensure that all staff are trained and kept up to date on any changes related to the system, including amending associated policies and documentation.
- Responsible for maintaining an accurate and effective stock ordering/control system (Oracle), including liaising with procurement and suppliers.
- Observes and adheres to all aspects of health and safety legislation, whilst ensuring team members do likewise.
- In conjunction with the Trusts security management and fire safety teams, ensures that procedures are followed for both fire safety, building and resident security.
- Wears the approved and correct uniform at all times when on duty and prominently displays their Trust ID badge.
Communication - Responsible for the day to day operation of a consistently high quality reception service, ensuring all queries in person, via telephone or email are dealt with from a position of knowledge and in a highly professional manner.
- Utilises problem solving qualities to respond to each query in a timely manner, using their own initiative to prioritise workload to deal with the high volume of enquiries.
- Responsible for sending and compiling the results of client satisfaction surveys, utilising the specific software to do so.
- Ensures all prospective tenants and guests receive standard departmental notification documents prior to their arrival.
- Assists in the production and distribution of information, to ensure all residents are fully informed of planned/reactive maintenance, refurbishment programmes and changes to service provision.
- Investigates and attempts to resolve complaints or disputes between neighbours and co-sharers. Resolving issues of anti-social behaviour, using legal guidance and support from the accommodation manager; whilst ensuring at all times the highest standards of customer service are maintained.
- Collects, sorts and delivers tenants post on a daily basis; and where necessary sends them electronic notification of parcel deliveries.
- Liaises with the housekeeping and maintenance teams to ensure service standards are maintained.
- Reports any maintenance faults, damage, theft or health and safety issues in their designated areas of responsibility.
- Completes IR1s for departmental accidents and adverse incidents.
- Cooperates with colleagues and management to assist in an effective and pro-active working environment.
Financial - Procurement and budgetary responsibility for all purchases up to the value of £1,000.
- Collects, receipts and banks all income (cash, cheques and debit/credit card transactions) on a daily basis; and issues the finance department with accurate information on all monies received.
- Ensures that the correct procedure is followed for the collection of rent from both tenants and visitors. Liaises with the payroll department to ensure that all monthly salary deductions for rent are accurate, including any amendments. Controls standing order deductions in accordance with specific policies.
- Maintains strict credit control of all tenant and guest accounts, debt chasing where necessary. Liaises with tenants using all means of communication available, to negotiate to clear or reduce account arrears.
- Manages the collection and refunds of tenant deposits via the Deposit Protection Scheme.
- Ensures that any financial procedure completed, is in accordance with both the departments local procedures and that of the Trusts standing financial instructions.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Job description
Job responsibilities
Operational
- Responsible for ensuring the delivery of an efficient and effective operational and reception service for the accommodation estate; encompassing the provision, rental and maintenance of accommodation.
- Allocates accommodation in accordance with the residential accommodation policy or lodge placement guidelines; maintaining occupancy levels and abiding by any interim procedures to increase them.
- Ensures all tenants and guests are issued with the correct keys, swipe cards/access codes and documentation at point of arrival.
- Manages the allocation of property keys and access cards, ensuring a full suite of copies and master keys are maintained at all times.
- Ensures that all repairs and maintenance issues are logged and dealt with effectively, to enable these issues to be resolved expediently.
- Assists with managing refurbishment projects and as a result any subsequent reconfiguration programme.
- Conducts weekly audits to ensure signed copies of tenancies or licenses have been received.
- Responsible for maintaining accurate data entry for all departmental systems, ensuring that physical and electronic records are filed, audited and archived accordingly.
- Monitors the use and implementation of the image of the service initiatives, ensuring high presentation and commercial standards are maintained at all times.
- Ensures specific work is completed to a satisfactory standard, through monitoring and reporting deficiencies; and as appropriate, taking corrective action to ensure these standards are maintained.
- Develops and contributes to the continuous improvement of the service, increasing client satisfaction and flexible working practices; prepared to offer support and cover on a cross-site basis if necessary.
- Responds to and completes any reasonable tasks or requests placed by the accommodation management team.
Technical - Utilises fully the current and subsequent IT systems provided for the benefit of the accommodation department; ensuring the maintenance of these systems and their information are updated.
- Responsible for an assigned system and will ensure that all staff are trained and kept up to date on any changes related to the system, including amending associated policies and documentation.
- Responsible for maintaining an accurate and effective stock ordering/control system (Oracle), including liaising with procurement and suppliers.
- Observes and adheres to all aspects of health and safety legislation, whilst ensuring team members do likewise.
- In conjunction with the Trusts security management and fire safety teams, ensures that procedures are followed for both fire safety, building and resident security.
- Wears the approved and correct uniform at all times when on duty and prominently displays their Trust ID badge.
Communication - Responsible for the day to day operation of a consistently high quality reception service, ensuring all queries in person, via telephone or email are dealt with from a position of knowledge and in a highly professional manner.
- Utilises problem solving qualities to respond to each query in a timely manner, using their own initiative to prioritise workload to deal with the high volume of enquiries.
- Responsible for sending and compiling the results of client satisfaction surveys, utilising the specific software to do so.
- Ensures all prospective tenants and guests receive standard departmental notification documents prior to their arrival.
- Assists in the production and distribution of information, to ensure all residents are fully informed of planned/reactive maintenance, refurbishment programmes and changes to service provision.
- Investigates and attempts to resolve complaints or disputes between neighbours and co-sharers. Resolving issues of anti-social behaviour, using legal guidance and support from the accommodation manager; whilst ensuring at all times the highest standards of customer service are maintained.
- Collects, sorts and delivers tenants post on a daily basis; and where necessary sends them electronic notification of parcel deliveries.
- Liaises with the housekeeping and maintenance teams to ensure service standards are maintained.
- Reports any maintenance faults, damage, theft or health and safety issues in their designated areas of responsibility.
- Completes IR1s for departmental accidents and adverse incidents.
- Cooperates with colleagues and management to assist in an effective and pro-active working environment.
Financial - Procurement and budgetary responsibility for all purchases up to the value of £1,000.
- Collects, receipts and banks all income (cash, cheques and debit/credit card transactions) on a daily basis; and issues the finance department with accurate information on all monies received.
- Ensures that the correct procedure is followed for the collection of rent from both tenants and visitors. Liaises with the payroll department to ensure that all monthly salary deductions for rent are accurate, including any amendments. Controls standing order deductions in accordance with specific policies.
- Maintains strict credit control of all tenant and guest accounts, debt chasing where necessary. Liaises with tenants using all means of communication available, to negotiate to clear or reduce account arrears.
- Manages the collection and refunds of tenant deposits via the Deposit Protection Scheme.
- Ensures that any financial procedure completed, is in accordance with both the departments local procedures and that of the Trusts standing financial instructions.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Person Specification
Qualifications/Education
Essential
- oMinimum 5 GCSE's (Grade A-C) including English and Maths.
- oNVQ Level III or comparable qualification in a related field.
Desirable
- oNVQ Level III in Business Administration or Customer Service.
Previous Experience
Essential
- oSignificant customer service and administrative experience within a large and complex facilities management department.
- oDemonstrable record in using IT systems including Microsoft Office packages and FM software.
- oDebt management and resolution experience.
Desirable
- oExperience of dealing directly with the general public in a customer focussed environment within the healthcare profession or hotel industry.
Skills/Knowledge
Essential
- oExcellent knowledge of customer service and administrative procedures.
- oExcellent customer service skills with the ability to respond sensitively to tenant and guest queries.
- oExcellent command of the English language, including oral and written communication skills.
- oTyping skills of 30 wpm.
- oWillingness to take ownership for resolution of enquiries and complaints.
- oAbility to remain calm when dealing with difficult or distressed people.
- oUnderstanding of the need for confidentiality and discretion.
- oA methodical and accurate approach to work activities and capable of following procedures and systematic processes.
- oExcellent team member with the ability to communicate and engage effectively with all grades of staff, within a busy and challenging environment.
- oAbility and willingness to learn new skills and to attend training.
- oAbility to work under pressure and to tight deadlines, delegating work where appropriate.
- oAbility to manage time, organise and prioritise work; whilst showing initiative when working on their own and as part of a team.
Desirable
- oUnderstanding of NHS housing issues, including housing law and deposit protection schemes.
- oCommitted and enthusiastic towards providing high customer service standards.
Physical Requirements
Essential
- oPhysically capable of carrying out all the duties contained within the job description, not withstanding the requirements of the Equality Act.
Additional Information
Essential
- oFlexible and able to work shifts both during the week and at weekends cross-site.
Person Specification
Qualifications/Education
Essential
- oMinimum 5 GCSE's (Grade A-C) including English and Maths.
- oNVQ Level III or comparable qualification in a related field.
Desirable
- oNVQ Level III in Business Administration or Customer Service.
Previous Experience
Essential
- oSignificant customer service and administrative experience within a large and complex facilities management department.
- oDemonstrable record in using IT systems including Microsoft Office packages and FM software.
- oDebt management and resolution experience.
Desirable
- oExperience of dealing directly with the general public in a customer focussed environment within the healthcare profession or hotel industry.
Skills/Knowledge
Essential
- oExcellent knowledge of customer service and administrative procedures.
- oExcellent customer service skills with the ability to respond sensitively to tenant and guest queries.
- oExcellent command of the English language, including oral and written communication skills.
- oTyping skills of 30 wpm.
- oWillingness to take ownership for resolution of enquiries and complaints.
- oAbility to remain calm when dealing with difficult or distressed people.
- oUnderstanding of the need for confidentiality and discretion.
- oA methodical and accurate approach to work activities and capable of following procedures and systematic processes.
- oExcellent team member with the ability to communicate and engage effectively with all grades of staff, within a busy and challenging environment.
- oAbility and willingness to learn new skills and to attend training.
- oAbility to work under pressure and to tight deadlines, delegating work where appropriate.
- oAbility to manage time, organise and prioritise work; whilst showing initiative when working on their own and as part of a team.
Desirable
- oUnderstanding of NHS housing issues, including housing law and deposit protection schemes.
- oCommitted and enthusiastic towards providing high customer service standards.
Physical Requirements
Essential
- oPhysically capable of carrying out all the duties contained within the job description, not withstanding the requirements of the Equality Act.
Additional Information
Essential
- oFlexible and able to work shifts both during the week and at weekends cross-site.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
