Total 11 customer service job vacancies in Customer Service category in Dartford, Dartford

Main Responsibilities Working closely with the professional heads and the General Manager to provide demonstrable assurance that the quality of the clinical services including patient safety, patient satisfaction and clinical outcomes meet the required high standards. This will include investigations into serious incidents, complaints and staffing issues, appraisal, supervision and training of staff and compliance with mandatory reporting. Service Managers work closely with the Team Managers (direct reports) and other professionals to ensure care pathways are effective with regular reviews to enable strategic and operational plans to be delivered. Service Managers are responsible for ensuring good patient flow management utilising a combination of demand and capacity information, length of stay data caseload management and adherence to agreed clinical pathways. In addition, Service Mangers systematically make certain that clinical governance arrangements are imbedded within services and are working to full effect. Working with the Clinical and Service Leadership to recruit, motivate and train the workforce. To be able to demonstrate that staff have the appropriate skills and training to deliver high quality care. To appoint Team Leaders with the appropriate competencies. To be visible and available and to manage the performance of services to ensure excellent clinical outcomes and good levels of engagement. Actively support services to deliver any research objectives and encourage quality improvement. Key Results The service manager is accountable for people management and development across their services. They will ensure people are focused and efficient in their roles and are achieving in individual and service outcomes. Robust performance and attendance management will be fundamental to ensuring service objectives are achieved and problem areas identified at an early stage with solutions quickly implemented. Leadership Through coaching and feedback, drives a performance achieving culture ensuring people are carrying out their roles to the highest possible standard and that they understand the key measures for success. Ensures structures are in place so the teams are aware of and can pursue the aims, objectives and overall strategy of the service, thereby contributing to the overall development of clinical services. Ensures timely and reliable recruitment decisions and ensures effective management of staff induction and ongoing supervision for all staff, ensuring formal appraisal carried out in line. Identifies staff training & development needs and liaises with HR to meet these. Provides guidance and support to team members in meeting individual and team objectives through structured performance management processes, seeking advice from HR and applying Policy as needed. Role models professional credibility and conduct, setting a standard for services. To promote a culture of innovation and continuous improvement based on best practice and positive service user experience. To ensure that all staff treat service users, carers and relatives with dignity and respect at every stage of their care. To give clear and inspirational direction and support to staff working within the services, ensuring they are appropriately managed, motivated and engaged, in order to ensure the successful and co-ordinated delivery of activities and outcomes. Provide visible leadership and presence to services. Have a flexible approach which allows learning and development of others whilst providing constructive feedback and addressing any performance related issues. Financial and Physical The Service Manager will be key to operational delivery and management of basic financial controls. They will lead on effective management of resources and expenditure within their remit using approved financial management practices. Participates in the business planning process, rigorously reviewing financial performance across their services and reports on financial performance to the General Manager. Support Team Manages with service budgets, applying agreed financial processes and implementing necessary changes while setting goals for future financing. Understand financial risks within services and recommends remedial action, prompting timely query resolution. Observes personal duty of care in relation to equipment and resources used in the course of their work and is responsible for supporting teams do the same. Resources To organise resource allocation which maximises value for money and to make recommendations for improvement. Minimises costs of additional staffing (e.g agency) through effective staff deployment, planning and timely recruitment. Workforce Monitors and supervises direct reports to work within performance, quality, safety and financial targets. Identify links with motivation and performance and able to demonstrate 100% annual appraisals for direct reports. Sets SMART objectives for direct reports, aligned to strategic objectives and targets. Adopt Safer Recruitment principles and ensures robust selection processes which provide equality of opportunity and enhance quality of selection decisions. Seek to develop own capabilities and creates culture of shared learning. Quality & Performance The Service Manager takes responsibility for the quality of their services through effective monitoring of service delivery and ensuring internal quality processes are in place and working effectively across all services. They will ensure a clinical governance framework is in place in all services. Ensures all services are fully compliant with regulatory and contractual requirements and that contractual targets and outcomes are achieved to maximise income and achieve contractual compliance. Takes responsibility for the quality of their services, leading on service self-assessments and driving the review and development of continuous improvement plans to demonstrate good progressions and achievement against regulatory or contractual improvements. Demonstrates how feedback from those using the services is used to achieve improvements to service delivery while ensuring recommendations and lessons learnt from SUIs and complaints are implemented within services. Responds to management and service data requests in a timely way, ensuring this is validated and provided within agreed deadlines. Collates and analyses clinical data to (a) identify and minimise risk, (b) optimise clinical effectiveness, (c) optimise service efficiency. Devises a plan that addresses these components within the immediate context of service delivery and the broader operational framework of the service. Undertakes robust investigations into SUIs, practice and concerns, producing high quality and timely reports with appropriately recommendations. Ensures physical environment is safe and appropriate for staff and service users and in line with the Health & Safety policy. Ensures complaints are investigated efficiently and promptly in line with Policy and that any learning is shared across the services and the rest of the organisation as appropriate. Supports all staff in their duty to identify report and record all incidents of potential or actual abuse whether the victim is an adult or child and ensure that advice is sought from the Safeguarding Team where necessary. Ensure patient flow (waiting lists / length of stay / caseloads) are managed in line with agreed standards and act swiftly to address any deviations. Actively work with Team / Ward Managers in improving both quality and performance across service areas. Ensures services can demonstrate active review and scrutiny of individual care plans so that they are responsive to individual needs and evidence progression towards desired outcomes. Be responsible for assisting Team Managers to support their staff in assessing service users, completing a full needs assessment, developing a psychotherapeutic formulation and writing a tailored care plan to be implemented & evaluated. Other Maintain personal and professional development to meet the changing needs of the job, participate in appropriate education and training activities. Champions change and embraces new ways of working to make services run more efficiently. Deputise for the General Manager as required. Undertake any other duties required following discussion and agreement with the General Manager.

The ICT Department is seeking a friendly and enthusiastic Helpdesk Technician to join the ICT team. The post is part of the first line technical support team providing remote support to users across the Trust.

The post holder will take and respond to support calls logged by phone, or electronically by end users. They will be the first point of contact for all Oxleas staff with regards to IT incidents and problems and will aim to resolve the majority of calls at the first contact. There is a rolling shift rota and so the post holder will be working the following shifts. 08:00-16:00, 09:00-17:00 and 10:00-18:00.

The post holder will need to be able to liaise with all levels of staff throughout the Trust and must be able to work as part of a team and deal with dissatisfied users.
• The post-holder is responsible for providing first line support to all Trust and other supported users
• The post holder is responsible for providing first time fix solutions to IT problems recorded via the IT Service Desk
• The post holder is responsible for re-allocating support calls to other resolver groups when unable to provide a first time fix.
• The post holder will primarily be based at Bracken House, providing remote and telephone based support to users.
• The post holder may be required to provide support onsite support within offices, ward, prisons and other clinical areas if required.

Oxleas offers a wide range of NHS healthcare services to people in community and secure environment settings. Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies. Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives. Our 4,300 members of staff work in many different settings including hospitals, clinics, prisons, secure hospitals, children’s centres, schools and people’s homes.

We have over 125 sites in a variety of locations in the South of England. In London we operate within the Boroughs of Bexley, Bromley Greenwich and into Kent. We manage hospital sites including Queen Mary’s Hospital, Sidcup and Memorial Hospital, Woolwich, as well as the Bracton Centre, our medium secure unit for people with mental health needs. We are the largest NHS provider of prison health services providing healthcare to prisons within Devon, Dorset, Bristol, Wiltshire and Gloucestershire, Kent and South London. We are proud of the care we provide and our people.
Our purpose is to improve lives by providing the best possible care to our patients and their families. This is strengthened by our new values:

• We’re Kind
• We’re Fair
• We Listen
• We Care

Key tasks include:
• First and second-line technical support for hardware and software:
• Answering ICT Service desk calls and responding to users
• Explaining problems and technical solutions to users
• Analysis of presented user problems to identify the potential solutions
• Implement technical solutions to resolve user IT problems
• Logging callers jobs on the Service desk system.

The post holder must have
• Have or be working towards A+ certification
• Knowledge of Windows operating systems, networks, e-mail systems, hardware and software.
• Good communication and relationship skills
• Knowledge of hardware components
• Wide understanding of ICT technologies


This advert closes on Sunday 18 Aug 2024

Proud member of the Disability Confident employer scheme

Role: Service Charge Officer

Hours: 35 hours per week, Monday-Friday

Salary: £31,007 - £38,759 per annum (salary offered dependent on experience)

Contract: Permanent

You will be providing excellent customer service to all our customers, by ensuring service charges are calculated and charged fairly to customers in accordance with legislation and agreements.

We support agile working, so you’ll be provided all IT equipment to work flexibly between your home and at our Dartford office.

Who are we?

Moat are one of the top 30 housing associations in England, with homes spread across London, Kent, Essex and Sussex. Our financial strength puts us in a good position to rise to challenges and plan for the future. We have just released our new corporate strategy, so it’s an exciting time to join Moat! This involves being bold and ambitious, investing in new and existing homes, putting safety and quality first. We also deliver for and with our customers through our new Customer Engagement strategy, which will help us to deliver the requirements of the Social Housing White Paper.

We are also proud to announce that we have been awarded an accreditation for ‘The Sunday Times Best Places to Work’ 2024, based on our employee feedback.

Your key tasks will include:

Setting service charge estimates for all existing homes annually, complying with tenancy agreements and leases and adhering to current legislation.
Regular reconciliation of scheme accounts on finance accounting system identifying any discrepancies and provision of reports to relevant departments to investigate and resolve.
Reconciling actual costs for all homes with a variable service charge and issue year end statement of accounts, complying with agreements, leases and current legislation. Work with external auditors, to provide answers to queries relating to the year-end accounts.
Monitoring the financial performance of Managing agents by ensuring compliance with leases and agreements from estimates & final accounts. Work with the Managing Agent Officer to challenge Managing Agents if accounts are inaccurate and to issue legal notices in cases of non - compliance.
Reviewing all schemes ensuring existing reserve/sinking funds are up to date and accurately recorded or implemented if necessary and, following the annual reconciliation; notify residents (via audited accounts) of balance of reserve/sinking funds. Take ownership to always investigate and respond to any service charge related complaints/ queries from customers within set timescales. This is to be carried out with reference to tenancy agreements and leases and current legislation.
Providing advice & support to the business to produce accurate service charge estimates for new schemes, including the calculation of charges for Capital Projects Committee, and collating and interpreting all legal documentation to ensure service charges are set in accordance with the same.
Attending & representing Moat at first-tier tribunal hearings and customer meetings in collaboration with relevant internal departments.
Carrying out any other duties consistent with the post that may be required from time to time, at the discretion of the line manager.




We're looking for someone who has:



A good standard of education, with good numerical ability.
A working knowledge of MS Office, with proficient intermediate use of MS Excel.
Good understanding in the use of financial, and other, database systems.
An operational understanding of all legislation and best practice as it relates to service charges.
An operational understanding of the application of service charges in the social housing sector, including in the context of lease arrangements.




In return, you will receive:

A range of benefits. For more info, check out our employee benefits video here: Our employee benefits: what we can offer you - YouTube

Want to know more about Moat?

Check out our social media feeds!

Twitter: @moathomes

Instagram: @moathomes

Interested in applying? We want to hear from you!

If interested, please apply by 11pm on Wednesday 7 August 2024 by submitting an application on our website using the link below.

We encourage you to apply early, as we may close the advert before this date if we receive good interest. We're looking forward to reading your application!

Proud member of the Disability Confident employer scheme

Sea Logistics Customer Care Manager, Import | United Kingdom | JR2406_0110

Join our Sea Logistics Team in UK!

YOUR ROLE

As the Sea Freight Import Manager, you will oversee the smooth operation of the sea freight import department, ensuring adherence to company procedures and maintaining strong customer relationships. Based in Dartford, you will manage a team of customer care specialists, contributing to the overall effectiveness, development, management, and profitability of the sea freight department.

YOUR RESPONSIBILITIES

• Manage the import department, ensuring operational coverage and adherence to Credit Control guidelines.
• Encourage training and development of the team through the annual Performance and Progress Review (PPR) process.
• Actively manage all import accounts in conjunction with local sales.
• Visit clients as necessary, which may involve travel outside office hours/UK.
• Resolve operational problems in conjunction with sales staff.
• Produce financial, service, operational, and productivity reports as required.
• Ensure the highest standards of customer care by servicing existing customers professionally.
• Collaborate with local sales to produce competitive pricing and operational solutions.

YOUR SKILLS AND EXPERIENCES

• Excellent knowledge of sea freight operational procedures.
• Strong leadership and influencing skills to achieve results.
• Effective communication and organisational skills.
• High proficiency in MS Word, Excel, or similar.
• Strong team player with the ability to monitor and motivate staff.
• Ability to work on own initiative and deliver agreed actions on time.

GOOD REASON TO JOIN

If you would like to become a valued member of our team, we will make sure that you're rewarded for your commitment and expertise. You can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme which offers everything from discounts, benefits information, recognition and its wellbeing centre. We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this is to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer that recognises the skills, expertise and value service leavers bring to our organisation.

ABOUT KUEHNE+NAGEL

With over 79.000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world's leading logistics companies.

CONTACT

Paulina Kazmierczak
paulina.kazmierczak@kuehne-nagel.com

Job Title: Customer Care Complaints Officer

Contract Type: Permanent

Salary: £30,914.12

Working Hours: 40 Hours per week

Working Pattern: Monday To Friday

Location: Dartford – Hybrid (2 office days and 3 home days)

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a Customer Care Complaints Officer

The Customer Care Complaints Officer is responsible for bringing the Customers view, no matter how big or small, into the conversation across all silos of the Directorate. You will provide professional support to the Assistant Director and Director of Property Services to support efficiency and quality in resolutions and aftercare following concerns/complaints by customers.

You will play a vital part in putting the customer at the centre and creating a positive experience.

About you

We are looking for someone with customer service and complaints experience who has excellent communication and organisational skills. The ideal candidate will be able to take initiative, be resilient, assertive and confident when interacting with customers and also act as an ambassador for the customer experience, actively building positive working relationships with key internal and external stakeholders.

Why Riverside?

One Housing is part of Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

• Managing a caseload of complaints received from our Residents and Service Users received via the following platforms: email, telephone, and our online resident portal.
• Assess, analyse, and investigate each complaint. Adhere to our internal Stage 1 complaints processes and deadlines using Housing Ombudsman Guidance.
• Consult with and develop engagement process with all relevant colleagues within the Property Services Division. Collate information and prepare a stage 1 complaint response.
• Review the information provided, ensuring it has addressed each concern raised by the customer complaint.
• Capture the lessons learnt from the Complaints process sharing this data with each the Area Managers.
• Monitor and where applicable manage the aftercare following the customers concerns post complaint response, ensuring relevant works are booked for resolution. This will involve consulting with technical staff, surveyors, and contractors.
• Ensure accurate records are regularly updated on our CRM system.
• Offer latest ideas and innovations on how to improve all aspects of customer service within the Directorate.
• Build strong networks internally and externally to enhance the customer experience to ensure transparency and ease of communication.
• Responsible for managing incoming customer queries by email/CRM and telephone.
• Maintain and update customer records and internal systems in accordance with department protocols.

The post holder will report directly to the Continuous Improvement Manager – Customer Care

Principle outputs and responsibilities

Improving the customer experience and the Directorates continuous development by:

• Taking ownership
• Ensuring outstanding administrative support across all areas of the Directorate to support the customer journey.
• Providing professional support to the Assistant Director and Director of Property Services
• Continuous improvement of back-office processes and systems to support efficiency and quality in resolutions and aftercare following concerns/complaints by customers.
• Putting the customer at the centre and creating a positive customer experience
• Implementing decisions to support continuous service improvement within the directorate to ensure quality of service by understanding the customer and aiming that “Right First Time” is embedded with the team and the customer is at the heart of what we do.
• Support the Assistant Director to monitor and manage performance indicators against agreed service levels and KPIs around the customer experience and feedback.
• Ensuring the timely production of routine management reports to support service delivery and meet the business requirements as part of the customer journey.
• Assist and coordinate in the Investigation of complaints (informal and formal) and expressions of dissatisfaction with the service; Respond to customers within our published service standards, both verbally and in writing. Analyse and capture lessons learnt and ensure these are shared with the senior management team and wider administrative team, ensure that processes are reviewed to avoid similar occurrences and where required identify any weaknesses in processes and procedures.
• Monitor and where applicable manage the aftercare following customers concerns and formal complaints within Property Services.
• Act as an ambassador and champion for the customer experience for the service, actively building positive working relationships with key internal and external stakeholders.
• Any other reasonable duties to support service delivery.

Person specification

Knowledge, Skills and Experience

Essential

• Minimum of three years complaint/customer service experience
• Complaints and Aftercare handling
• Advanced IT skills and literacy
• Excellent communication skills, both oral and written
• Initiative-taking, resilient, assertive, and confident
• Excellent organisational skills

Desirable

• Experience of working in the Housing/Property sector

Job Title: Customer Care Complaints Officer

Contract Type: 12 Months Fixed Term Contract (3 x positions, potential to become permanent roles)

Salary: £30,914.12

Working Hours: 40 hours per week

Working Pattern: Monday To Friday

Location: Dartford – Hybrid (2 office days and 3 home days)

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a Customer Care Complaints Officer

The Customer Care Complaints Officer is responsible for bringing the Customers view, no matter how big or small, into the conversation across all silos of the Directorate. You will provide professional support to the Assistant Director and Director of Property Services to support efficiency and quality in resolutions and aftercare following concerns/complaints by customers.

You will play a vital part in putting the customer at the centre and creating a positive experience.

About you

We are looking for someone with customer service and complaints experience who has excellent communication and organisational skills. The ideal candidate will be able to take initiative, be resilient, assertive and confident when interacting with customers and also act as an ambassador for the customer experience, actively building positive working relationships with key internal and external stakeholders.

Why Riverside?

One Housing is part of Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

• Managing a caseload of complaints received from our Residents and Service Users received via the following platforms: email, telephone, and our online resident portal.
• Assess, analyse, and investigate each complaint. Adhere to our internal Stage 1 complaints processes and deadlines using Housing Ombudsman Guidance.
• Consult with and develop engagement process with all relevant colleagues within the Property Services Division. Collate information and prepare a stage 1 complaint response.
• Review the information provided, ensuring it has addressed each concern raised by the customer complaint.
• Capture the lessons learnt from the Complaints process sharing this data with each the Area Managers.
• Monitor and where applicable manage the aftercare following the customers concerns post complaint response, ensuring relevant works are booked for resolution. This will involve consulting with technical staff, surveyors, and contractors.
• Ensure accurate records are regularly updated on our CRM system.
• Offer latest ideas and innovations on how to improve all aspects of customer service within the Directorate.
• Build strong networks internally and externally to enhance the customer experience to ensure transparency and ease of communication.
• Responsible for managing incoming customer queries by email/CRM and telephone.
• Maintain and update customer records and internal systems in accordance with department protocols.

The post holder will report directly to the Continuous Improvement Manager – Customer Care

Principle outputs and responsibilities

Improving the customer experience and the Directorates continuous development by:

• Taking ownership
• Ensuring outstanding administrative support across all areas of the Directorate to support the customer journey.
• Providing professional support to the Assistant Director and Director of Property Services
• Continuous improvement of back-office processes and systems to support efficiency and quality in resolutions and aftercare following concerns/complaints by customers.
• Putting the customer at the centre and creating a positive customer experience
• Implementing decisions to support continuous service improvement within the directorate to ensure quality of service by understanding the customer and aiming that “Right First Time” is embedded with the team and the customer is at the heart of what we do.
• Support the Assistant Director to monitor and manage performance indicators against agreed service levels and KPIs around the customer experience and feedback.
• Ensuring the timely production of routine management reports to support service delivery and meet the business requirements as part of the customer journey.
• Assist and coordinate in the Investigation of complaints (informal and formal) and expressions of dissatisfaction with the service; Respond to customers within our published service standards, both verbally and in writing. Analyse and capture lessons learnt and ensure these are shared with the senior management team and wider administrative team, ensure that processes are reviewed to avoid similar occurrences and where required identify any weaknesses in processes and procedures.
• Monitor and where applicable manage the aftercare following customers concerns and formal complaints within Property Services.
• Act as an ambassador and champion for the customer experience for the service, actively building positive working relationships with key internal and external stakeholders.
• Any other reasonable duties to support service delivery.

Person specification

Knowledge, Skills and Experience

Essential

• Minimum of three years complaint/customer service experience
• Complaints and Aftercare handling
• Advanced IT skills and literacy
• Excellent communication skills, both oral and written
• Initiative-taking, resilient, assertive, and confident
• Excellent organisational skills

Desirable

• Experience of working in the Housing/Property sector

Date Posted:

2024-01-12

Country:

United Kingdom

Location:

Express Lift Co. Dartford, Regus House, Victory Way, Dartford, DA2 6QD, UK

Otis is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.

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We are delighted to announce this exciting opportunity for an experienced Critical Care Paramedic to join the Critical Care Leadership Team as a Critical Care Team Leaders based at Dartford .
• Band 7, NHS Agenda for Change - £43,742 - £50,056
• 10% recruitment and retention premium until December 2024
• Fringe HCAS applicable
• Full time, substantive post
• Location - Dartford Ambulance Station
• If you are a current SECAmb employee, by applying for this position, if successful you will move to the terms and conditions associated with the post.
• A DBS check will be required for anyone new to the Trust or internal employees who have not needed a DBS for their role previously. The check will be done prior to interview.



The successful candidate will provide operational and logistical management to Dartford CCP location.

To provide line management and clinical quality oversight to one Trust-wide CCP team (governance team).

Undertaking clinical shifts as an operational CCP and providing a local point of contact for specialist advice.

Support the overall leadership of the Critical Care Operating Unit . Undertake shifts on the Critical Care Desk.

A team of Critical Care Team Leaders will hold day to day responsibility for people line management and support and quality assurance of critical care practice. In addition, the ‘Locality’ role will hold day to day responsibility for service delivery and logistics of one or two CCP teams.

These posts will develop and support all aspects of clinical governance for critical care practice and post holders will contribute to the development of future strategy and clinical practice in critical care within the Trust.

Post holders will provide an interface at local OU level, providing support to OU Leadership Teams and supporting network liaison.

Provide strategic medical and corporate leadership and advice to the Trust on all matters pertaining to patient care.

Implement and lead change to deliver the Trust’ Clinical Strategy whilst ensuring that robust clinical governance systems are in place.

Work collaboratively with the Quality & Nursing Directorate to develop a culture, which embeds Clinical Quality and Governance and monitors its effectiveness.
• New NHS employees will be eligible to join the NHS Pension Scheme
• A minimum 27 days' holiday each year, increasing after 5 years’ service
• Personal and professional development and training opportunities.
• Access to occupational health and counselling services
• Award winning wellbeing hub
• Back up buddy App
• Access to NHS discounts, offering NHS employees a range of money-saving deals


This advert closes on Sunday 28 Jan 2024

Proud member of the Disability Confident employer scheme

Work closely with the Deputy Head of Income, Financial Planning and Contracts, the SLAM Manager will take a lead role in the development and design of all the SLAM reports and the development of a performance monitoring framework. Apply initiative and pro-active approach in engaging with operational and clinical staff in the process of validating data, developing models, analyses, formulating a narrative or conclusions used for decision making within the organisation to ensure the results are credible and understood by all key stakeholders. Interpret and analyse healthcare data in order to identify and financially evaluate opportunities for service transformation and efficiency improvements. Provide SQL Server expertise to the team, advising colleagues on the most efficient way to extract and process data, and to design reports. Provide analytic support, relevant evidence and a case for change in the development of long-term strategic improvement initiatives. Produce clearly documented data documentation quickly and accurately Through routine interrogation of clinical and operation information, combined with financial and activity data, identify productivity and efficiency opportunities to influence financial or operational decision making. Develop innovative and creative ways of visually presenting complex operational and clinical information in a way that is meaningful and compels decisions and actions. Build an expert knowledge and understanding of the trusts capacity across all major resources to inform scenario modelling and impact assessments of various service developments Work with clinicians and service managers to understand the nature of business of individual service lines in order to enhance relevant financial and statistical analyses. Produce, organise and share documentation and a visible and clear audit trail to preserve and sustain continuity of knowledge and to prevent a single point of failure. Advise on the effective use of resources and modernising practices to drive efficiencies, business focus and identification of waste in order to meet the needs of the organisation into the future. Make use of various sources of benchmarking and best practice protocols to identify unwarranted variation in clinical practice and operational processes. Identify opportunities to improve the accuracy of coding and data quality. Work to improve data quality associated with clinical activity. This will involve: 1. Attendance and management of data quality forums, 2. Assistance in development of data workaround processes 3. Management and review of data recording and capturing processes with representatives from clinical directorates Assist in any statutory exercises, submissions and investigations as required Work with key partners to ensure accurate and timely data provision and consistent service development Please see attached job description for more information.

Service Director – Forensic Mental Health & Offender Healthcare

Due to the retirement of the current service director next April, a fantastic opportunity has arisen to lead our Forensic and Offender Healthcare Services Directorate. The post holder will be responsible for the safe delivery of highly effective mental and physical health services for these service user groups. You will be responsible for a budget of £104 million and 1210 staff, including nursing, medical, psychological therapies, allied health professionals and staff in management and support roles, as well as being responsible for a number of sub-contracts.

You will be an excellent, compassionate leader who will be passionate about ensuring that our Oxleas values – We’re Kind, We’re Fair, We Listen and We Care – can be felt throughout the forensics and offender healthcare services. You will be a key part of the Trust Executive and you will lead on ensuring that colleagues in your services across a wide geographical area, feel a strong sense of being part of the Oxleas family.

We believe that the variety and diversity of personal experience and the combination of different backgrounds in our Executive team is as important to understanding and delivering quality to patients as our clinical and professional qualifications. W are interested in where your understanding of the importance of diversity comes from and how you will use this to contribute to both the Executive and the Directorate team that you manage.
We are passionate about partnership. A central part of your role will involve joint working with our service users and their families, and with our external partners, particularly NHSE/I, our partners within the South London Mental Health Partnership (SLP), third sector partners and colleagues within HM Prison Service.


Our work with the South London and Maudsley Mental Health Trust and South-West London & St George’s Mental Trust as the South London Mental Health Partnership is well established. An Adult Secure Provider Collaborative with Oxleas as the lead provider has been in place since October 2020. You will work closely with partners as the Lead Operational Director with responsibility for the day-to-day management of the SLP Programme, including patient care, workforce, and finance. This will involve close liaison with Service Directors / Leads in the sovereign trusts and the commissioning hub.

The Offender Healthcare portfolio in Oxleas has seen considerable recent expansion, with the incorporation of services in Kent in 2021 and in the South-West of England in 2022. The priority is now to consolidate these services and ensure consistency of quality in service delivery and ensure that staff throughout the directorate feel part of the Oxleas family.

As a key member of the Trust Executive, you will play an important role in shaping the future for our patients and in continuing to make it one of the best places to work for our staff.

Oxleas offers a wide range of NHS healthcare services to people in community and secure environment settings. Our services include community health care such as district nursing and speech and language therapy, care for people with learning disabilities and mental health care such as psychiatry, nursing and therapies. Our multidisciplinary teams look after people of all ages and we work in close partnership with other parts of the NHS, local councils and the voluntary sector and through our new provider collaboratives. Our 4,300 members of staff work in many different settings including hospitals, clinics, prisons, secure hospitals, children’s centres, schools and people’s homes.

We have over 125 sites in a variety of locations in the South of England. In London we operate within the Boroughs of Bexley, Bromley Greenwich and into Kent. We manage hospital sites including Queen Mary’s Hospital, Sidcup and Memorial Hospital, Woolwich, as well as the Bracton Centre, our medium secure unit for people with mental health needs. We are the largest NHS provider of prison health services providing healthcare to prisons within Devon, Dorset, Bristol, Wiltshire and Gloucestershire, Kent and South London. We are proud of the care we provide and our people.

Our purpose is to improve lives by providing the best possible care to our patients and their families. This is strengthened by our new values:
• We’re Kind
• We’re Fair
• We Listen
• We Care

Responsibility for the strategic and operational management of Forensic and Offender Healthcare services, ensuring performance and financial targets are met.

As a member of the Executive team, contributing to the attainment of strategic goals and overall management of Trust business.

Work with NHS and independent sector partners to ensure delivery of Lead Provider responsibilities within the South London Partnership adult secure care provider collaborative

The delivery of effective health services to people in secure settings and receiving specialist care in the community through the effective management and development of resources.

The development and delivery of new integrated pathways of care with other trust services and external organisations within the local health economy.

The budget is c. £100 million with 1210 staff, including nursing, medical, therapies, and staff in management and support roles.
Can you help Oxleas continue to strive for equity for both its staff and those who use its services? Do you have the flexibility and openness of mind to work with colleagues in your services and in the Executive team to develop innovative approaches to improving patient health? Are you passionate about the cultural and socioeconomic diversity of our local communities and how we can improve outcomes? Can you be an advocate within the NHS and the wider clinical world for the innovations that you and our staff develop at Oxleas?


You will have led the delivery of health or social care within one or more complex organisations and have the vision and drive to bring about system-level change. Can you bring us, through your personal life experience or professional skills, insights that will enhance our ability to make a significant difference to the experience at work of our diverse staff and to the treatment of patients?

We are keen to encourage applications from the widest variety of people. We welcome applications from all people, including those from a global majority background, those who live with a disability (visible or not) and those who identify as LGBTQ+.
This is a highly rewarding role for someone who cares passionately about delivering the best possible healthcare.



This advert closes on Thursday 14 Dec 2023

Proud member of the Disability Confident employer scheme

Responsibility for the strategic and operational management of Forensic and Offender Healthcare services, ensuring performance and financial targets are met. As a member of the Executive team, contributing to the attainment of strategic goals and overall management of Trust business. Work with NHS and independent sector partners to ensure delivery of Lead Provider responsibilities within the South London Partnership adult secure care provider collaborative The delivery of effective health services to people in secure settings and receiving specialist care in the community through the effective management and development of resources. The development and delivery of new integrated pathways of care with other trust services and external organisations within the local health economy. The budget is c. £100 million with 1210 staff, including nursing, medical, therapies, and staff in management and support roles. Can you help Oxleas continue to strive for equity for both its staff and those who use its services? Do you have the flexibility and openness of mind to work with colleagues in your services and in the Executive team to develop innovative approaches to improving patient health? Are you passionate about the cultural and socioeconomic diversity of our local communities and how we can improve outcomes? Can you be an advocate within the NHS and the wider clinical world for the innovations that you and our staff develop at Oxleas? You will have led the delivery of health or social care within one or more complex organisations and have the vision and drive to bring about system-level change. Can you bring us, through your personal life experience or professional skills, insights that will enhance our ability to make a significant difference to the experience at work of our diverse staff and to the treatment of patients? We are keen to encourage applications from the widest variety of people. We welcome applications from all people, including those from a global majority background, those who live with a disability (visible or not) and those who identify as LGBTQ+. This is a highly rewarding role for someone who cares passionately about delivering the best possible healthcare.