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Job overview
The Operations Support Logistics Manager role is pivotal in bringing together all aspects of resource capacity, optimising its availability to provide best operational performance and efficiency on a day-to-day basis.
Main duties of the job
Through effective collaboration with others, achieve:
·low levels of out of service, aligned to corporate targets and objectives.
consistent standards of service delivery 24/7.
·producing timely and accurate data reporting.
·providing regular management information to the Operations Support Leadership Team.
·maintaining a continuous development focus to reduce and maintain low levels of out of service due to VOR.
·reduced VOR times.
·accurate recording of KPI breaches.
·escalation and management of VOR delays.
·contributing to the Vehicle Defect Reporting Policy
·proactive and timely escalation of events to the Operations Support Leadership Team
·effective influencing and communication.
·monitoring and escalating extended occurrences of elongated times out of service.
·monitoring resources to ensure ongoing professional standards of behaviour.
·proactively deploying support to crews to keep resources in service.
·sense checking of proposed changes in service delivery.
·improving employee satisfaction results as measured by the Staff Survey, notably engagement and communications.
Working for our organisation
Operations support provides a wide range of services to A&E Operations and is made up of:
1. Medical Devices/Clinical Engineering
2. Fleet/Workshops
3. Make Ready Services
The core focus is to support the Operational teams to be able to provide exceptional patient care, and to reduce the frequency with which crews are required to be stepped down from a call, increasing the availability of direct care hours to patients.
Operations Support is accountable for delivering and ensuring that across the Trust - a thousand vehicles are clean, roadworthy, well stocked and the equipment is sufficient and suitable for purpose and are readily available to Operations throughout each shift.
Detailed job description and main responsibilities
Communications and Stakeholder Engagement
·Managing ongoing relationships with internal departments to maintain collaborative working.
·Engaging with key stakeholders, staff, managers, and trade unions to optimise service delivery.
·Demonstrating that EEAST delivers its contractual obligation and represents value for money.
·Managing internal and external stakeholders’ expectations and proactively creating opportunities to improve, change and streamline processes.
·Providing and receiving complex information regarding vehicle defects and requirements
·Using persuasive skills to achieve the objectives of the OSLD, whilst being empathetic towards the needs and requirements of others within the Trust
Strategic Leadership and Service Development
Supporting the direction provided in relation to implementing the Service Plan to achieve operational efficiency, targets, and objectives by:
·balancing the services and local demands.
·Writing and implementing service plans and Policies for their area of work. .
·monitoring service delivery so Incident and Delivery Teams are able to respond rapidly and effectively to changes and demand in patient care, working practices, external and internal factors.
·reviewing and monitoring strategies and plans to keep delivery on track, thereby reducing the need for short-term actions.
·challenging current strategies and plans, proactively identifying, and implementing improvements at a local level.
·Being accountable for the delivery of operational plans, meeting a range of contractual standards, KPIs, locally agreed targets, performance, quality targets and standards and holding teams to account by:
·working in collaboration with the wider Operational and Support Service Teams, and key stakeholders to provide a consistent, timely and integrated service.
·monitoring performance against targets and taking positive action where possible to improve it.
·Undertaking surveys and audits to monitor KPI compliance, assessing outcomes at agreed intervals, reporting to line manager and implementing improvements accordingly.
·being proactive in the production of resource to meet the operational requirements.
·being proactive in supporting the health and wellbeing of staff.
·supporting the delivery of high-quality patient care, professional standards and services at the required time and place, with the most effective resources, staff, levels of knowledge, skills, and experience.
·providing accurate and timely reports as required.
·integrating effective risk management into service delivery.
·promoting the practice of continuous improvement and learning from experience to provide best practices in resource and people management.
·reducing out of service times.
Analytical, Judgemental, and Decision Making
·Analysing data and developing strategies and tactics.
·Challenging current strategies and plans; proactively identifying and implementing improvements at a local level.
·Using own initiative to act independently, implementing any changes identified.
·Compare and analyse a range of options, utilising a range of facts to weigh up risks in decision making.
Staff Management Responsibility
Leading and managing a small team of staff in the delivery of customer service to staff and service delivery to the Trust. The post holder will be accountable for:
·being a role model of positive, inspirational, and highly visible leadership, demonstrating the service's values, and adapting communication and style to match the situation and people.
·directing resource to the appropriate support or Welfare Services.
·contributing to the Service Plan, including recruitment, retention, and talent management.
·ensuring the health, safety, and wellbeing of staff in their hours of work.
·communicating key messages to staff, some of which may be contentious such as service performance, quality issues and change management processes.
·undertaking return to work interviews to support operations, as required.
·supporting operations by conducting investigations relating to disciplinary, grievance and performance in line with Trust Policy and Procedures.
·supporting operational change that may be resisted by, and unpopular with, staff and/or stakeholders.
·developing and applying best-practice employee relations in contentious and sensitive situations, encouraging partnership working and collaboration with managers, staff, and union representatives.
·ensuring all staff have appropriate performance appraisals and objectives.
·Planning and organising day to day tasks for their team
Resource Management
Providing the resources to achieve operational, quality patient care and workforce targets and standards by:
·proactively enabling the availability of resources to support frontline operations in day and for the week ahead.
·ensuring the efficient use of resources to ensure optimal service delivery.
Working Conditions
·Shift work – hours of work Monday to Friday 0830-1630 with some on call hours during OSLD operating hours (0600-2200 monday-Friday and 0600-1800 Saturday/Sunday)
·Sitting for long periods of time, use of keyboard.
·High levels of concentration with an unpredictable workload juggling multiple priorities.
Quality Care & Governance
Contributing to the delivery of high-quality patient care according to Trust Standards, Policies and Procedures by:
·supporting audits of systems and processes as required.
·implementing assurance procedures for safe working for all staff and others affected by the work of the service.
·supporting the operational requirement for maintaining a state of readiness for CQC Inspection.
Person specification
Qualifications
Essential criteria
4. Degree Level education, or appropriate professional environmental experience.
Desirable criteria
5. A First Line Manager’s qualification equivalent to ILM Level 4 or above.
Knowledge and Experience
Essential criteria
6. Management experience in a Fleet/Logistics setting at the same or similar level.
7. Demonstrating Continuous Personal Development including leadership, organisation development and change management.
8. Demonstrate an understanding of Operations Support Services Policies and Procedures.
9. Have a good understanding of Microsoft Excel and GRS.
10. Prioritising conflicting demands and often unpredictable work patterns.
11. Ability to demonstrate visible leadership in challenging and stressful situations.
12. Investigation and report writing skills.
13. A good understanding of Road Traffic Law, vehicle accident reporting and vehicle defect types, to support crews following vehicle defects or damage.
14. Ability to develop tactical working plan to meet strategic objectives.
15. Ability to deliver and improve key operational performance.
16. Ability to communicate and influence in stressful situations.
17. Ability to develop relationships with key stakeholders at all levels of the Organisation in the operational setting to support corporate aims and objectives.
Desirable criteria
18. Investigating complex complaints.
Personal Qualities, Abilities and Attributes
Essential criteria
19. Demonstrating role model leadership behaviours and adapting styles to match situations and audiences.
20. Being accountable for results and actions and in turn, holding others to account.
21. Leading, inspiring, motivating, developing, and managing staff during: •intense pressure, •critical incidents, and •distressing emotional circumstances.
22. Communicating (orally and in writing), adapting the styles and messages to match the situation and audiences including delivering difficult information and, at times, in distressing or emotional situations.
23. Initiating, building, and maintaining relationships with internal and external key stakeholders, developing partnerships and cooperative working.
24. Demonstrating a passion for delivering quality services.
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Candidates who require a Skilled Worker visa to work in the United Kingdom can determine the likelihood of obtaining a Certificate of Sponsorship for this position by assessing their circumstances against the criteria specified on the Check if you need a UK visa - website. We encourage all applicants to review these criteria carefully to understand their eligibility for sponsorship.
References and Employment History: All references from current and previous employers, will be sought via their Human Resources Department and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and email address of the Human Resources Department and indicate your current/previous line manager and their departmental details.
All appointments will be subject to currently having a clean disciplinary record.
Please be advised that a No Smoking Policy is in operation throughout the Trust.
Guaranteed Interview Scheme - Under the Trust's commitment 'Positive about Disabled People', if you consider yourself as having a disability and you meet the minimum selection criteria for any post, you will get an automatic interview. By minimum selection criteria we mean that you must provide us with evidence in your application form which demonstrates the essential requirements as set out in the person specification and advertisement for a post.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications, regardless of age, race, religion & belief, sex, gender reassignment, sexual orientation, marriage & civil partnership, pregnancy & maternity or disability.