Patient Ambassador

Middlesbrough | Other

Permanent, Full time (37.5hrs per week)

2 week rota, 12 hour shifts, 8am-8pm


James Cook University Hospital, Middlesbrough, TS4 3BW

Competitive salary plus benefits



Serco are recruiting for a Patient Ambassador to join their current team based at James Cook University Hospital. The Hospital provides a wide range of district general hospital services and specialist services such as neurosciences, renal medicine, spinal injuries, major trauma, cardiothoracicvascular surgery and cancer services. It has 1,024 beds, a 24-hour acute admissions unit and an emergency department which houses the major trauma centre for Durham, East Cleveland, Tees Valley and North Yorkshire and has its own helipad.



The key purpose of the role is to ensure all cleaning and housekeeping services are delivered and executed to the expected quality standards and frequencies as per detailed work schedules and SLA's.  This role covers all inpatient areas with a requirement to ensure appropriate staffing levels are maintained at all times and duties are carried out safely and in a courteous manner at all times. To act as the conduit between senior ward based nursing staff and the services provided by Serco within set areas.



Main Accountabilities:


  • Supervise, co-ordinate, motivate, train and work with ward based cleaning staff and ward hosts to provide an efficient, quality service to patients.
  • Ensure the ward catering and cleaning activity is appropriately resourced to deliver the required standards and for core activities to be completed as per daily schedules
  • Ensure the ward hosts and cleaning assistants report for duty in good time and are presented in a clean and tidy manner.
  • provide support and guidance to ward hosts
  • Ensure that meal orders are captured and uploaded by the host in good time for service delivery
  • monitor cleaning and catering services against set criteria and standards
  • Ensure food safety HACCP documentation and cleaning schedules are completed correctly
  • Provide on the job training and arrange a buddy for new starters or staff returning to work after long period of absence
  • Complete competency checks for ward hosts and ward based cleaning staff to evidence capability
  • Develop and maintain a customer focused team. Ensure that any customer complaints are promptly dealt with and action taken to prevent re-occurrence.
  • Ensure positive feedback is shared with the ward team



What you'll need to do the role:


  • This is a physical role and the post-holder will be required to be mobile for the majority of their working day with manual handling being necessary to lift / carry / operate cleaning machinery
  • Ability to achieve BICSc qualification or NVQ level 3 within the 1st 12 months of appointment.
  • Food safety certification to level 3 within 6 months of employment
  • Ability to read, write and converse clearly in English Basic Health & Safety
  • Previous experience working within a hospital or service environment with in the catering or cleaning environment/industry
  • Supervisory experience
  • Customer service skills including clear verbal communication
  • Understand the importance of hygiene and safety.



What we offer


  • Up to 6% contributory pension scheme
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships.
  • A safe and supportive culture
  • Interesting and enjoyable work
  • A company passionate about diversity and inclusion
  • Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities



About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 


Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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Contract Type
Expiry Date
08/02/2023 02:07:00
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