Portering Manager

The Portering Manager is responsible for overseeing the effective delivery and development of portering services. The role involves working closely with the Helpdesk Manager and the wider soft services team to ensure portering operations are executed in line with contractual agreements, Key Performance Indicators (KPIs), and Service Level Agreements (SLAs). The Portering Manager ensures that the porters are properly trained, equipped, and supported to deliver high-quality customer service. They act as a key point of contact between the Head of Soft Services and the workforce, while also managing operational delivery and ensuring compliance with policies and standards. The role also involves mentoring and supporting other team members under the guidance of the Head of Soft FM.

Key Responsibilities and Accountabilities:

• Handle all service requests and incidents effectively and safely within the team’s competence and training, including out-of-hours responses when necessary.
• Ensure that daily, weekly, and periodic cleaning tasks meet the contracted standards and KPIs.
• Deliver and coordinate various service activities, including blood collection, linen delivery, general cage collection/removal, patient moves, general and clinical waste removal, mail services, gas bottle delivery, and light bite services.
• Monitor staff levels to ensure efficient service delivery and compliance with contract requirements.
• Oversee the recruitment and selection of all site staff according to company procedures.
• Provide staff induction and ongoing training as per company and contract specifications.
• Ensure effective communication between all stakeholders.
• Manage staff attendance, conduct, and performance in line with company procedures, keeping accurate records.
• Maintain up-to-date staff training records, ensuring statutory training requirements (e.g., Mortuary and manual handling) are met.
• Ensure that site-specific Standard Operating Procedures (SOPs) are maintained, along with relevant Health & Safety information.
• Keep the Porters Lodge clean and organized.
• Manage labor resources efficiently to minimize reliance on agency labor, using the KRONOS payroll system.
• Lead the Portering team to provide a client-facing interface and ensure clear communication with the Trust and client.
• Produce clear, concise reports in a timely manner, utilizing company IT systems for service delivery and reporting.
• Maintain a professional image at all times and establish strong working relationships with all stakeholders, including employees and clients.

Key Competencies:

• Delivering Strategy: Able to lead and execute strategies effectively.
• Collaboration: Works well with others, fostering cooperation and teamwork.
• Problem-Solving: Approaches challenges with analytical thinking and considers solutions.
• Managing Complexity: Can handle complex, ambiguous, or conflicting situations.
• Leadership: Leads by example, motivating the team and ensuring alignment with objectives.
• Change Management: Drives positive change and adapts to evolving circumstances.
• Performance Management: Focuses on achieving and delivering results within set standards.
• Customer Focus: Demonstrates commitment to excellent customer service.
• Awareness of Market Environment: Stays informed about the broader service and healthcare environment.

Skills and Knowledge:

• Essential:
• Strong Health & Safety knowledge (ideally IOSH Managing Safely certified).
• Proficiency in Concept Evolution CAFM system.
• In-depth knowledge of portering management processes, including resource allocation and task prioritization.
• Strong quality management and auditing skills.
• Proven ability to motivate and organize portering teams effectively.
• Excellent communication skills (written and verbal) and the ability to work well in a team.
• Able to problem-solve and approach challenges with potential solutions.
• Methodical and safe work approach with the ability to multitask effectively.
• Flexible, adaptable, and open to change.
• Extensive experience in coordinating planned and reactive portering activities.
• Familiarity with relevant legislation and technical standards.
• Competency in IT systems and software.
• Desirable:
• Full clean driving license.
• Experience in all aspects of portering services.
• Background in healthcare settings and familiarity with associated procedures.