Monitoring Officer

About The Role
Main Duties & Responsibilities of the Role
To monitor, document and accurately report on performance levels of each of the following areas: Domestic Services and Helpdesk standards: ensuring any potential failures of performance are escalated and recorded accordingly.
To liaise with stakeholders across the Trust, including, Patient representatives, Nursing staff, Matrons, Managers to ensure full consultation and views are sought regarding the Domestic services
To take appropriate action when contractual performance does not meet with the required output specification.
Support with the annual 'Patient Lead Assessments of the Care Environment' inspections across the Trust, ensuring the standards laid out in the PLACE documents are completed where required.
Undertake scheduled audits covering the Hard and Soft FM provision across the Trust and other hospital sites. This includes but not limited to Maintenance, Domestic Services, and Clinical.
Support the Compliance, Audit & Training Manager with the planning and reviewing of audit schedules where required.
To support the Compliance, Audit & Training Manager with operational delivery queries this may also include covering occasionally shifts and working later.
Provide and receive complex information and interpret into monitoring performance records and negotiate, gain cooperation or agreement as required on a range of Soft FM service specifications and service variants in respect of quality, volume and schedules.
To establish a network of end user representatives, including departmental staff, patient representatives and ward staff.
Attend team/department meetings on a regular basis and contribute to building effective teamwork in exchanging views and ideas and communicating effectively, where required.
Provide an efficient and effective response to day to day enquires and complaints, escalating complex issues to the relevant managers.
To represent OCS at meetings as requested by the Compliance, Audit & Training Manager or Operations Support Manager / Operations Manager.
To provide training to other members of staff as and when required.
To develop an understanding of the relevant project agreement or contract schedules and service and performance parameters for, Domestic Services, and Helpdesk.
To be aware of any legislative changes in relation to the services provided and how these impact on the client organisations.
To report any unresolved problems and recurring failures to the appropriate manager, specifying timeframes for corrective actions
To interpret and communicate National and Local standards methodology as regards cleanliness audits.
To review the data collation of audits and use trend analysis to route cause and communicate issues to the key stakeholders.
To make judgements on a range of facts and situations involving the audit process.
Assist with the non-compliance process undertaking any necessary investigations and producing reports.
To be responsible for reviewing/analysing our performance reports and evaluating outcomes against contractual commitments, making judgements involving complex data and analysing / comparing a range of options.
To manage own diary ensuring that audits are regularly booked in throughout the year and that audit schedules are followed and any revisits which are required are booked in and managed within a realistic timescale.
To assist, support and co-ordinate activities, particularly in the area of environmental Ward audits, efficacy audits, PLACE and domestic cleanliness audits across the Trust, where required.
To undertake monitoring as required and in accordance with the operating hours of the particular departments.
To be responsible for providing regular summary service operating reports
To update the auditing system to ensure accurate data is stored for the contract.
About The Company
OCS UK & Ireland, part of the OCS Group, is a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.