Patient Ambassador/Supervisor

Southampton | Other

Patient Ambassador


Southampton University Hospital Southampton General Hospital, Tremona Road, Southampton, Hampshire, SO16 6YD


Part time - 30 hours p/w - 1430 -2100


Salary - Agenda for Change Band 3


To ensure all cleaning and patient catering 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 always maintained and duties are always carried out safely and in a courteous manner. 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.
  • Provide support and guidance to Ward Hosts & Domestics
  • 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
  • Complete competency checks for ward hosts and ward-based cleaning staff to evidence capability.
  • Ensure that any customer complaints are promptly dealt with, and action taken to prevent re-occurrence.
  • Participate in capturing patient experience feedback through regular survey activities.
  • Identify Serco colleagues for recognition when they demonstrate a level of service over and above their daily responsibilities and our joint expectations.
  • Ensure agreed ward stock levels of cleaning materials and consumables and catering provisions are maintained, working in line with targets given.
  • Ensure the Serco sickness and absence Policy is complied with and completion of relevant documentation including completion of return-to-work interviews with staff and reviews with any staff that breach the trigger point.
  • Follow the Accident/Incident reporting procedure ensuring all accidents, incidents and near misses are reported correctly. 
  • Comply with all Health and Safety legislation which is laid out in the company's Health and safety manual, (COSHH procedures, risk assessments and manual handling, etc)
  • Report all maintenance issues and hazards via the Trust Helpdesk and advise your line manager.
  • Maintain the Food Safety and HACCP checklists and take remedial action where necessary.
  • Train and develop your team as required by the company and legislation to include Induction, Health and safety and skills, infection control and check that your team are aware of these requirements and are working in accordance with them.
  • Carry out quality checks and patient experience surveys to the prescribed frequency. Ensure failings are rectified in the agreed timescales.
  • Complete performance reviews on an annual basis.
  • Deal with any operational issues that occur during a shift, handover any unresolved issues to your line manager. 
  • Develop good lines of communication at all levels within your team, other colleagues, and customers.
  • Ensure Data Integrity and Security is always maintained.
  • Perform any reasonable and practical instructions as requested by the management appropriate to the needs of the hospital.


What you will need for the role:


  • This is a physical role, and the post-holder will be required to be mobile for most of their working day with manual handling being necessary to lift / carry / operate cleaning machinery.
  • 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 within 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. 
  • 25 days annual leave plus bank holidays. 
  • A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, and more. 
  • Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts. 
  • A fantastic culture and supportive team where you'll get the chance to make a positive difference in a company passionate about diversity and inclusion. 
  • Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships. 
  • Interesting and enjoyable work. 
  • 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.



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Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. 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.


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. We're a proud holder of the Gold Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background. 

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Contract Type
Expiry Date
21/06/2024 01:17:00
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