Quality Assurance Manager

London | Other

Barts NHS Trust - Royal London Hospital

Full Time, Permanent

5 out of 7 shift pattern (flexible hours)

£26,000 - £30,000 per annum plus benefits


Bart's Health is the largest NHS trust in the country providing healthcare to around 2.5 million people in east London, and one of Britain's leading healthcare providers with a turnover of £1.3 billion and a workforce of 15,000. The Royal London Hospital (RLH) in Whitechapel is a major teaching hospital with 1000 beds providing local and specialist services in state-of-the-art facilities. Serco are contracted to manage all the Domestic cleaning, portering, laundry, and security services on site.


Here at Serco, we have an exciting opportunity for an experienced Quality Assurance Manager to join our RLH management team. This role will be responsible for achieving the overall quality standards within the Domestic Services department through audit and remediations. The post holder will ensure that the Domestic Services provision at the hospital is in line with all Legislative and Contract mandates and parameters, alongside technical and efficacy audits to maintain a safe, clean, and hygienic environment across the whole of the interior and exterior hospital estate. The main responsibilities include Audit and Quality Assurance delivery through staff and client relationship building, management of the audit process and customer expectations. 


Main responsibilities of the role include:

  • Overall day-to-day management and delivery of the Quality Assurance System and all audit activity for the Domestic Services.
  • Ensure quality service standards for SLAs are achieved and that KPIs are achieved with no Performance Payments being levied across the department.
  • Development and promotion of integrated working styles and customer relationship building at all levels.
  • Liaising with customers, managers, and external parties to ensure the agreed level of service is being delivered to the standards required
  • Develop and maintain a professional and proactive business relationship with all levels of client's representatives and stakeholders rendering themselves as the on-site SME and focal point in respect of Domestic Service Quality Performance issues
  • Investigating client complaints around quality-of-service provision against the contractual requirements and ensuring that improvement plans are implemented, and improvements monitored in line with the new national cleaning standards efficacy and technical audits
  • Responsible for assisting the Domestic Manager in reviewing and developing operating procedures and standard ways of working for the Domestic Services team
  • Identify improvements to customer service, quality, and operational efficiency. Provide advice, guidance, and direction on operational procedures to assist the Domestic Services manager in resolving major issues and satisfy customer requirements.


What you'll need to do the role

  • BISCs Accreditation.
  • Significant and credible industry experience at Senior Domestic Services management level gained in a Healthcare or other suitable similar environment.
  • Experienced in Quality Assurance and Cleaning Technical and Efficacy Audits.
  • Evidence of strong customer and client focus - must have experience in customer facing environments.
  • Evidence of managing performance and identifying improvements using Quality Assurance and Audit data.
  • Experience of Incident and Risk Management in healthcare or similar environment.
  • Ability to motivate, lead and develop a team of people.
  • Excellent communication skills and confidence presenting to Senior Executives.
  • Ability to use on imitative in problem-solving on day-to-day issues.
  • PC Literate with a strong working knowledge of Microsoft Office.


Why Serco

Meaningful and vital work: Working within Healthcare at Serco means that you'll play a critical role in ensuring that patients continue to receive the support that they need.

A world of opportunity: It takes a diverse team to support a hospital and we're big on internal progression. So, whether you specialise your skills, progress into team management or move into operations, you'll find all the opportunity you need to evolve your career.

Great people: Hospitals are busy places and you will find yourself interacting with staff, patients, visitors and of course your supportive team. You will be a significant part of the hospital.


What we offer

  • Up to 6% contributory pension scheme
  • Serco Benefits package - discounts include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships
  • Employee Assistance Programme
  • A safe and supportive culture
  • The chance to make a positive difference
  • A company passionate about diversity and inclusion


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.



Please click on the apply button to be taken to our careers website.


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 Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background. 

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Expiry Date
08/10/2022 06:26:00
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