Compassionate Facilities & Front Desk Lead in Lichfield

The Support Facilities Coordinator is responsible for the coordination of non-clinical and indirect facilities services across the Hospice. They coordinate cross-functionally, integrating people, place and process to ensure safe, welcoming, efficient and well-managed non-clinical spaces that support staff, volunteers, patients, families and supporters.

Main duties of the job:

• The postholder line manages the reception team and Volunteer Drivers while coordinating business equipment, office consumables, non-clinical cleaning, secondary catering coordination and waste management.
• The role ensures strong governance, safeguarding awareness, cost control and operational resilience across all non-clinical facilities services.
• Working closely with clinical, corporate and estates colleagues, the Support Facilities Coordinator ensures that the Hospice presents a calm, compassionate and professionally managed environment from first point of contact through to internal workplace experience.

In summary, the Support Facilities Coordinator is accountable for:

• Safe and compliant environments.
• Availability and governance of equipment.
• Disciplined management of consumables and stores.
• Effective supervision of Volunteers.
• Dignified management of shared and bereavement spaces.

Key to the quality of service we provide, this role requires visible, hands-on leadership, emotional intelligence and a strong delivery mindset. The postholder must be comfortable operating within a hospice environment where compassion, discretion and professional standards must coexist. Success in this role depends on presence, accountability and the ability to translate policies into consistently delivered day-to-day practice.

About us:

St Giles Hospice is a registered charity founded in 1983 by the Reverend Paul Brothwell, originally to improve the care of local people dying with cancer. We now support patients, and their loved ones, living with a terminal illness. Our dedicated team provides individually-tailored care, free of charge, either at the hospice or in patients' own homes across our communities. We spend close to £10 million a year providing our specialist services. With just 18% of this funded by the Government, we rely heavily on donations and income generation from the local community.

Job responsibilities:

The role entails but is not limited to the following areas:

• Reception & Front of House Experience:
• Leading the Reception team to ensure first impressions and a compassionate welcome.
• Ensuring reception provides a warm, calm and compassionate first point of contact.
• Promoting trauma-aware and grief-aware communication.
• Maintaining a professional yet homelike welcome style.
• Supporting families unfamiliar with hospice environments.
• Recognising emotional cues and responding appropriately.
• Visitor Navigation & Wayfinding:
• Providing clear directions to wards, clinics and family areas.
• Arranging escort for vulnerable visitors where appropriate.
• Anticipating confusion points and proactively guiding.
• Supporting accessibility needs (mobility, sensory, language).
• Acting as first alert point for incidents or emergencies.
• Understanding emergency codes and escalation pathways.
• Triggering emergency response procedures when required.
• Coordinating lockdown or restricted access processes when needed.
• Coordination & Internal Communication:
• Maintaining strong daily links with Ward Managers and outpatient clinic coordinators.
• Coordinating with housekeeping and facilities on emerging issues.
• Participating in daily briefings regarding capacity, sensitivities or operational risks.
• Volunteer Drivers Governance & Coordination:
• Ensuring clear role scope and boundaries.
• Supporting safe recruitment and onboarding in partnership with Volunteer Services.
• Coordinating training and induction, including safeguarding and confidentiality.
• Aligning driver deployment with clinical and patient needs.
• Providing pastoral support and supervision.
• Maintaining appropriate documentation and compliance oversight.
• Safety, Security & Safeguarding:
• Maintaining safeguarding awareness across shared and public spaces.
• Promoting personal safety and lone visitor considerations.
• Ensuring fire safety information is visible and accessible.
• Supporting controlled access procedures where required.
• Catering & Kitchen Coordination (Non-Clinical):
• Maintaining workflow zoning and hygiene standards.
• Overseeing washing up and decontamination areas.
• Waste & Environmental Management:
• Overseeing waste segregation, storage and collection processes.
• Ensuring compliance with environmental standards.
• Liaising with waste contractors where required.
• Promoting sustainability initiatives and waste minimisation.
• Back Office Catering Supplies:
• Managing storage and stock of tea, coffee and hospitality items.
• Coordinating ordering and replenishment.
• Maintaining value-for-money oversight.
• Business Equipment Asset Register & Lifecycle Management:
• Maintaining a comprehensive business asset register (IT and non-IT equipment).
• Ensuring unique tagging and location tracking.
• Supporting lifecycle replacement planning.
• Maintaining inventory of desks, chairs and ergonomic equipment.
• Supporting DSE compliance processes.
• Monitoring furniture condition and reporting defects.
• Contributing to sustainability and ESG considerations in procurement and replacement.
• Business & Office Consumables Management:
• Coordinating centralised ordering to avoid duplication.
• Controlling access to bulk stock.
• Conducting regular stock checks and reorder triggers.
• Tracking spend by departmental cost centre.
• Supporting waste minimisation campaigns.
• Ensuring operational resilience through appropriate stock holding of business supplies.
• Non-Clinical Cleaning (Outsourced Contract):
• Monitoring contractor performance against agreed standards.
• Escalating service quality concerns.
• Supporting cost and resource control.
• Ensuring sustainability considerations are reflected in cleaning contracts.

Key relationships:

• Head of Estates & Facilities
• Reception Team
• Facilities & Patient Experience Manager
• Clinical Leads & Ward Manager
• Estates and Facilities Administrator
• Clinical Governance Team
• Catering Team
• Finance & Procurement
• Health & Safety Representatives and Lead
• External contractors
• Volunteers, Patients, Families and Supporters

Person Specification:

• Qualifications: GCSE (or equivalent) English and Maths.
• Recognised Infection Prevention & Control training (or willingness to complete).
• COSHH awareness training (or willingness to complete).
• Health & Safety qualification (e.g. IOSH Working Safely or equivalent).
• Level 3 qualification (or equivalent experience) in Facilities Management, Healthcare Support Services, Environmental Services, or related discipline.
• DSE Assessor training (or willingness to complete).
• IWFM (Institute of Workplace and Facilities Management) membership.

• Skills:
• Highly people-oriented with strong interpersonal skills.
• Practical mindset - focuses on solutions rather than process for its own sake.
• Able to provide supportive but firm supervision to staff and volunteers.
• Comfortable having difficult conversations when standards are not met.
• Experience managing stock control and consumables.

• Experience:
• Working knowledge of facilities coordination within a public-facing environment.
• Understanding of Health & Safety responsibilities in non-clinical environments.
• Experience of contract performance monitoring (cleaning, waste, suppliers).
• Understanding of safeguarding principles in shared spaces.
• Awareness of DSE compliance processes (formal qualification desirable but not essential at entry).
• Experience maintaining asset registers and managing consumables.

• Values:
• Exhibits our hospice values and behaviours.

• Personal Attributes:
• Committed to maintaining a welcoming, safe and well-presented environment with an emotionally intelligent and compassionate approach to patients, families, volunteers and staff.
• Natural host mindset - understands the importance of first impressions.
• Calm and measured under pressure, particularly in sensitive end-of-life situations.
• High levels of personal accountability - follows through on actions and closes the loop.
• Resilient when managing competing priorities and unexpected operational demands.
• Strong situational awareness - anticipates risks before they escalate.

Other requirements:

• Valid driving licence.
• Eligibility to work in the UK.

Please note that St Giles Hospice does not hold a sponsorship licence and is therefore unable to accept sponsorship requests.

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.

£28,176.08 to £31,217.24 a year pro rata for part time hours.