Facilities & Patient Experience Manager in Lichfield

The postholder integrates people, place and process by connecting operational delivery with governance and strategic oversight; to protect patient dignity through environmental standards, ensure regulatory compliance, and drive patient and family experience assurance. The aim of the role is to ultimately ensure safe, compliant, dignified and high-performing environments that actively support patient care delivery and staff workplace experience.

The role provides managerial oversight of the Clinical Facilities Coordinator and Support Facilities Coordinator, ensuring clarity of standards, regulatory compliance, cost control and service resilience. In summary, the Facilities & Patient Experience Manager is accountable for:

• Safe, compliant and well-coordinated Facilities Services.
• Regulatory readiness across environmental, equipment and hospitality functions.
• Positive patient and family environmental experience and subsequent feedback channels.
• Performance and development of Facilities Coordinators.
• Contract oversight and cost-effective service delivery.
• Continuous improvement across the Facilities function.

Key to the quality of service we provide, this role requires a proactive approach, 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. Subsequently, success in this role depends on presence, accountability and the ability to translate policies into consistently delivered day-to-day practice.

Qualifications

Essential

• Recognised Health & Safety qualification (e.g. IOSH Managing Safely or NEBOSH General Certificate).
• Evidence of formal training in Infection Prevention & Control principles.
• GCSE (or equivalent) English and Maths.

Desirable

• IWFM (Institute of Workplace and Facilities Management) Level 4 or Level 5 qualification.
• Safeguarding Level 3 (or willingness to complete).
• Formal leadership/management qualification (e.g. ILM Level 5, CMI Level 5).
• Qualification or formal training in Quality Improvement methodologies.
• Contract management training.
• First Aid at Work.

Knowledge and experience

Essential

• Proven experience managing operational service teams.
• Strong understanding of facilities management within a healthcare or regulated environment.
• Knowledge of CQC standards relating to safety, dignity and environment.
• Understanding of infection prevention, asset governance and stock control principles.
• Experience overseeing service contracts and performance monitoring.
• Aware of safeguarding and public-space risk management.

Values

Exhibits our hospice values and behaviours.

Skills

Essential

• 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.

Personal Attributes

• Visible, hands-on leadership style.
• Strong emotional intelligence and ability to operate in sensitive environments.
• Calm and decisive under pressure.
• Ability to balance compassion with regulatory discipline.
• Strong accountability mindset.
• Confident in holding others to performance standards.
• Analytical thinker able to interpret feedback data and translate into action.
• Excellent communicator across clinical and corporate audience.

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 a Disclose and Barring Service (DBS) check. We may review applications before the application review date; however, if you apply after the application review date, your application may not be considered. We will accept applications until we have successfully filled the role; this may be earlier than the closing date. If you have not heard within 14 days of the application close date, then please consider that your application has been unsuccessful at this time. As part of your application, your data will be managed in line with St Giles Hospice Privacy Policy and kept for 6 months. If you would like to see this in full, please visit our website for our Privacy Policy. This is in extension to Charity Job Privacy Policy.