ABOUT THE COMPANY:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.
Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

SKILLS & EXPERIENCE:

• Degree or equivalent as a minimum.
• Train the Trainer – Level 3 or preferably Level 4. Preferred - Qualifications including Training, HR & Auditing.
• Higher education: English and Mathematics qualifications.
• Excellent IT qualifications – including Microsoft office, excel, PowerPoint, word & statistical systems.
• Demonstrable experience of training, administration management systems and spread sheets.
• Fully conversant with management systems and auditable data. Background in catering domestic security services, preferably in a Healthcare environment.

ROLE PURPOSE:

Serve as the central link between patients, staff, and service delivery teams ensuring consistent, high-quality training for all support staff while also capturing and improving patient experience outcomes. This dual-focused role ensures excellence in both workforce capability and service satisfaction through training oversight, patient engagement, data analysis, and continuous improvement initiatives.

KEY RESPONSIBILITIES:

• Design and deliver comprehensive training programmes across domestic and catering services for OCS staff and where relevant, Trust and client staff ensuring full compliance with mandatory requirements and site-specific procedures.
• Act as the face of the service, engaging with patients to gather feedback, addressing unsatisfactory experiences, and serving as a positive representative of our organisational values.
• Collaborate with clinical and facilities teams, analyse service-related data, and contribute to initiatives that drive enhanced efficiency and quality outcomes.
• Coordinate and manage all training-related administration in line with budget parameters, including the preparation of training plans, tracking compliance, and maintaining auditable training records.
• Oversee payroll submissions, ensuring accuracy and adherence to contractual standards using internal systems.
• Produce and present statistical, financial, and performance reports for both internal and client stakeholders.
• Attend and minute contractual meetings, ensuring actions are clearly recorded and followed through.
• Conduct internal audits including HSQE, food safety, and service quality and generate improvement plans that support continuous performance enhancement across all service areas.
• Conduct regular one-to-one rounding/audits sessions with patients and clinical teams to gather real-time feedback on catering, cleaning, portering, and ward environments using digital audit tools.
• Capture and log feedback via tablet devices, escalating concerns or service issues promptly to service leads for timely resolution.
• Analyse trends from patient feedback, service data, and digital platforms to identify underperforming areas and recommend actionable service improvements.
• Create detailed monthly reports on ward visits, summarising feedback themes, trends, and proposed enhancements; share insights with Trust Estates and Facilities teams, Operations Manager, and internal stakeholders.
• Build strong collaborative relationships with key contacts across OCS/QTS, Trust partners, and senior management to align on quality improvement strategies and share best practices.
• Support and drive compliance with OCS and Trust policies, ensuring all legislative, procedural, and training changes are clearly communicated to all relevant staff.
• Design, manage, and deliver robust training programmes (H&S, statutory, mandatory, and site-specific) for domestic, catering, portering, and security staff across all sites.
• Maintain accurate, auditable records for training, audits, payroll, surveys, and KPI performance using OCS systems; produce monthly training statistics and compliance data.
• Lead toolbox talks and ad-hoc sessions to support operational KPIs and embed continuous improvement culture across services.
• Collaborate with service stream managers and quality monitoring teams to oversee compliance audits, KPI tracking, and performance reporting aligned to contract deliverables
• Liaise with operations daily to exchange end-user feedback, suggest performance enhancements, for better patient satisfaction outcomes.
• Play a key role in monthly and annual business processes, including payroll accuracy, stock management, and administrative audits.
• Perform regular patient surveys and participate in regional cross site benchmarking to keep service delivery fresh, relevant, and responsive to patient needs.
• Professionally represent OCS at site-level and regional meetings, ensuring both training and patient experience remain aligned with the evolving standards of the healthcare environment.