KEY INTERNAL ORGANISATIONAL RELATIONSHIPS

• CEO, Director of Operations and Client Services, Director of Strategy and Business Development, Head of Communication, Marketing and Strategic Engagement, Operations Managers, Guardians, Business Partner - Data Analytics and Dialog, Business Partner - Finance, Business Partner – Project Management

EXPERIENCE

Essential

• Proven management and organisational skills at a mid-management or higher level
• Demonstrable experience of interaction with mid-level and senior Executives, Directors and Non-Executive Directors in addressing concerns and issues
• Proven experience of dealing sensitively with difficult issues, to act with integrity and maintain confidentiality as appropriate
• Experience in giving presentations to small and large groups
• Experience in communicating at all levels of staff from all disciplines and/or grades.
• Experience of planning and prioritising own workload, and
• working on own initiative with minimal supervision

REQUIRED SKILLS

Essential

• Able to listen without interruption
• Excellent verbal and written communication skills to liaise with a wide range of people
• Ability to work flexibly to meet the needs of the
• Business including occasional evening and weekend work where agreed with the employee/employer in advance
• Self- motivated, confident to work on own initiative and in working alone
• Able to build a rapport which demonstrates compassion and understanding
• Be able to set boundaries, be concise, present information and be able to write reports using Microsoft Office tools.

JOB PURPOSE

• Provide independent, confidential liaison for all staff
• Support contacting employees to find a self-determined resolution to their concerns by telephone and/or in person
• Escalate issues of concern to senior leaders promptly in accordance with agreed timescales following consent from employee
• Surface issues for the organisation which might otherwise be unknown
• Promote an environment of “Freedom To Speak Up” (FTSU)
• Provide support for staff who feel unable to raise issues internally or without support
• Present Board report to the Board bi-annually

MAIN DUTIES

• Promptly respond to initial telephone or email, contacts providing an empathic and non-judgemental approach
• Arrange a face to face meeting as soon as possible to complete conversations with contacting employees at mutually convenient times and venues (on site or off site).
• Maximise the use of telephone, Teams etc. to facilitate speedy resolution
• Escalate issues of patient safety and care in line with the agreed timescales for an NHS Trust client
• Escalate (anonymously when necessary) and remain in contact with the contacting employee and those in the escalation path to ensure a satisfactory resolution is agreed
• When required facilitate a meeting between a contacting employee and a colleague, escalating formally their concern (with their permission) in line with the agreed escalation path
• Present the Guardian service to staff groups as required and on a regular basis
• Agree a level of visibility with the NHS Trust and deliver accordingly
• Schedule site visits for promotion of the Guardian service
• Participate in Client initiatives to improve the ‘speaking up culture’
• Write and keep accurate records and contribute to the evaluation of the effectiveness of the service as required, ensuring that reports are completed and recorded in a timely and accurate way
• Send out user satisfaction survey to contacting employees
• Ensure that information and data are handled appropriately, and personal and confidential data are protected in line with GDPR requirements
• Work in accordance with the Guardian Service policies and procedures

PARTICULAR REQUIREMENTS FOR ROLE

• This role can involve meeting with and speaking to people who are very emotional, very upset or traumatised by current or previous events or who may be at a point of crisis
  Job Type: Full-time
  Pay: £42,000.00 per year

Benefits:

• Company events
• Company pension
• Flexitime
• Health & wellbeing programme
• Life insurance
• Private medical insurance
• Referral programme
• Sick pay
• Work from home

Application question(s):

• Do you have mid to senior management experience?
• Are you able to commute within an hour across London?

Work authorisation:

• United Kingdom (preferred)

Work Location: On the roa