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
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
Key external relationships
* Senior Leadership Team, Non-Executive Director and Board, Contacting Employees, Key Client Contacts
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
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.
Personal disposition
* Be approachable, trusted and non-judgmental
* High emotional intelligence
* Enthusiastic and highly motivated
* Empathic disposition
* Completer/finisher attitude
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
Work Location: On the road