Job overview
The Single Point of Contact (SPoC) is the central helpdesk for all Soft FM service requests, acting as the first line of support for both staff and patients. The team ensures issues are logged, triaged, and resolved efficiently, maintaining confidence in the safety, cleanliness and quality of the care environment.
The SPoC Manager will lead this customer-facing service, ensuring consistent and high- quality responses to all enquiries. The role will oversee the day-to-day operation of the helpdesk, ensuring rotas are aligned to demand, systems are used effectively, and customers always receive a timely and courteous response.
This new model brings together existing helpdesk and reception functions into one integrated team. The post holder will drive consistency, eliminate outdated homeworking arrangements, and introduce fixed, transparent scheduling to ensure continuous coverage and accountability.
The SPoC Manager will champion customer service excellence, digital-first workflows and data-driven improvement, supporting the Trust’s wider operational systems strategy. This role requires strong leadership, operational discipline and a passion for service improvement within a complex, multi-site environment.
Main duties of the job
Lead the day-to-day management and performance of the SPoC Helpdesk, ensuring all Soft FM queries are handled promptly, accurately and professionally. Maintain full rota coverage across operating hours to meet service demand and customer expectations.
Oversee the effective use of systems including Synbiotix, CAFM and PowerApps to log, track and report service requests. Monitor call volumes, response times and digital submissions against agreed KPIs, escalating risks and addressing delays to maintain service standards.
Provide clear leadership, supervision and coaching to Contact Team Leaders and Advisors, driving a consistent, high-quality customer experience. Develop and maintain robust Standard Operating Procedures, ensuring compliance with Trust policy and information governance requirements.
Work with the Operational Systems Manager to embed digital tools, streamline processes and strengthen reporting insight. Analyse performance data to identify trends, inefficiencies and opportunities for continuous improvement and cost efficiency.
Lead on training and professional development within the SPoC team, fostering a welcoming, responsive and accountable culture aligned to the Trust’s WeCare values. Collaborate closely with Soft FM management, site teams and corporate functions to ensure effective escalation and resolution of operational issues, and represent the SPoC service in planning and performance forums.
Working for our organisation
Barts Health is one of the largest NHS trusts in the country, and one of Britain’s leading healthcare providers.
The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.
We are dedicated to being an outstanding place to work and will work with you to get the best experience. We know flexible working is not a one size fits all and will mean something different to everyone. We are inclusive, so if you are interested in flexible working, please speak to the recruiting manager
Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.
We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.
Detailed job description and main responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
**We reserve the right to close this vacancy prior to the advertised closing date, once a sufficient number of applications has been received and we regret that we are unable to provide notification if your application is unsuccessful**
Person specification
Experience
Essential criteria
1. Experience of managing a high-volume customer contact or helpdesk service.
2. Proven ability to lead, motivate and develop frontline staff.
3. Experience using digital systems (such as CAFM or CRM tools) to manage workflows.
4. Strong understanding of customer service principles and performance monitoring.
5. Experience of process improvement and service redesign.
Desirable criteria
6. Experience within healthcare, facilities, or public sector environments.
7. Evidence of continued learning and professional development.
Skills
Essential criteria
8. Excellent written and verbal communication skills.
9. Strong leadership and team management abilities. Ability to analyse service data, interpret trends, and produce performance reports.
10. Effective problem-solving and decision-making skills.
11. Strong organisational skills and ability to work to deadlines.
12. Ability to engage and influence colleagues across different functions and levels.
13. Competent in Microsoft 365, CAFM systems, and general IT applications
Desirable criteria
14. Experience with Power BI or equivalent data visualisation tools
Knowledge
Essential criteria
15. Understanding of helpdesk operations and customer service delivery models.
16. Knowledge of data protection, confidentiality, and information governance standards.
17. Familiarity with service KPIs, escalation processes, and quality assurance frameworks.
18. Awareness of Soft FM services and their role in patient and staff experience.
Desirable criteria
19. Knowledge of Synbiotix, CAFM, or PowerApp-based systems
Qualifications
Essential criteria
20. Educated to degree level or equivalent experience.
Desirable criteria
21. Customer service, contact centre management, or leadership qualification.
**Visa Sponsorship Information**
Recent changes to UK immigration policy on the Health and Care Visa and Skilled Worker Visa could mean that this role is not eligible for sponsorship or that you may not meet the eligibility criteria.
Sponsorship can only be offered if this post and any individual offered employment meet all the Home Office’s requirements under the UK Skilled Worker visa scheme.
If you are applying from outside the UK or will require sponsorship, please mention this clearly in your application.
To be eligible for sponsorship, the following conditions must be met:
22. Eligible role: The position must be on the UK Skilled Worker visa list. You can check your eligibility here: -.
23. Salary threshold: The role must meet the minimum salary set by the Home Office. Please note that for roles employed under Agenda for Change Terms and Conditions, the High-Cost Area Supplement (HCAS) is not included when calculating the basic salary for the purposes of sponsorship.
24. Skill level: The role must meet the minimum skill requirement of RQF Level 6 or above (graduate level).
25. English language: Applicants must demonstrate English proficiency at CEFR level B1 or higher.
26. Other criteria: Applicants must meet all other criteria as set out by the UK Visas and Immigration (UKVI)