Job summary
The Facilities
& Patient Experience Manager is responsible for the strategic leadership,
assurance and continuous improvement of the Hospices patient-facing facilities
and environment services.
Main duties of the job
The postholder integrates people, place and process by connecting operational delivery with governance and strategic oversight; to protect patient dignity through environmental standards, ensure regulatory compliance, and drive patient and family experience assurance.
The aim of the role is to ultimately ensure safe, compliant, dignified and high-performing environments that actively support patient care delivery and staff workplace experience.
The role provides managerial oversight of the Clinical Facilities Coordinator and Support Facilities Coordinator, ensuring clarity of standards, regulatory compliance, cost control and service resilience.
In summary, the Facilities & Patient Experience Manager is accountable for:
- Safe, compliant and well-coordinated Facilities Services.
- Regulatory readiness across environmental, equipment and hospitality functions.
- Positive patient and family environmental experience and subsequent feedback channels.
- Performance and development of Facilities Coordinators.
- Contract oversight and cost-effective service delivery.
- Continuous improvement across the Facilities function.
Key to the quality of service we provide, this role requires a proactive approach, visible, hands-on leadership, emotional intelligence and a strong delivery mindset. The postholder must be comfortable operating within a hospice environment where compassion, discretion and professional standards must coexist.
About us
St Giles Hospice is a registered charity founded in 1983 by the Reverend Paul Brothwell, originally to improve the care of local people dying with cancer.
We now support patients, and their loved ones, living with a terminal illness.Our dedicated team provides individually-tailored care, free of charge, either at the hospice or in patients own homes across our communities.
We spend close to £10 million a year providing our specialist services. With just 18% of this funded by the Government, we rely heavily on donations and income generation from the local community.
Job description
Job responsibilities
The role entails but is not limited to the following areas:
Leadership & Service Integration:
- Providing line management and professional leadership to the Clinical Facilities Coordinator and Support Facilities Coordinator.
-
- Establishing clear performance standards and service expectations across all patient-facing facilities functions.
- Ensuring strong coordination between clinical and non-clinical facilities services.
- Promoting visible, values-led leadership across environmental services.
- Fostering a culture of accountability, compassion and delivery focus.
Regulatory Compliance & Assurance:
Key relationships:
Clinical Leads & Ward Manager
Housekeeping Team
Reception Team
Infection Prevention & Control (IPC) Lead / Clinical Governance Team
Estates & Maintenance Team
Catering Team
Volunteer Services/Coordination Team
Finance & Procurement
Health & Safety Representatives and Lead (Head of Estates & Facilities)
Cleaning Contractors
Equipment Servicing & Calibration Providers
Waste Management Suppliers
Volunteers
Patients, Families and Supporters
Just so you know:
We may review applications before the application review date, however, if you apply after the application review date, your application may not be considered. We will accept applications until we have successfully filled the role, this may be earlier than the closing date.
If you have not heard within 14 days of the application close date, then please consider that your application has been unsuccessful at this time.
As part of your application your data will be managed in line with St Giles Hospice Privacy Policy and kept for 6 months. If you would like to see this in full, please visit https://www.stgileshospice.com/privacy-policy/
Job description
Job responsibilities
The role entails but is not limited to the following areas:
Leadership & Service Integration:
- Providing line management and professional leadership to the Clinical Facilities Coordinator and Support Facilities Coordinator.
-
- Establishing clear performance standards and service expectations across all patient-facing facilities functions.
- Ensuring strong coordination between clinical and non-clinical facilities services.
- Promoting visible, values-led leadership across environmental services.
- Fostering a culture of accountability, compassion and delivery focus.
Regulatory Compliance & Assurance:
Key relationships:
Clinical Leads & Ward Manager
Housekeeping Team
Reception Team
Infection Prevention & Control (IPC) Lead / Clinical Governance Team
Estates & Maintenance Team
Catering Team
Volunteer Services/Coordination Team
Finance & Procurement
Health & Safety Representatives and Lead (Head of Estates & Facilities)
Cleaning Contractors
Equipment Servicing & Calibration Providers
Waste Management Suppliers
Volunteers
Patients, Families and Supporters
Just so you know:
We may review applications before the application review date, however, if you apply after the application review date, your application may not be considered. We will accept applications until we have successfully filled the role, this may be earlier than the closing date.
If you have not heard within 14 days of the application close date, then please consider that your application has been unsuccessful at this time.
As part of your application your data will be managed in line with St Giles Hospice Privacy Policy and kept for 6 months. If you would like to see this in full, please visit https://www.stgileshospice.com/privacy-policy/
Person Specification
Skills
Essential
- Highly people-oriented with strong interpersonal skills.
- Practical mindset - focuses on solutions rather than process for its own sake.
- Able to provide supportive but firm supervision to staff and volunteers.
- Comfortable having difficult conversations when standards are not met.
Personal Attributes
Essential
- Visible, hands-on leadership style.
- Strong emotional intelligence and ability to operate in sensitive environments.
- Calm and decisive under pressure.
- Ability to balance compassion with regulatory discipline.
- Strong accountability mindset.
- Confident in holding others to performance standards.
- Analytical thinker able to interpret feedback data and translate into action.
- Excellent communicator across clinical and corporate audience.
Qualifications
Essential
- Recognised Health & Safety qualification (e.g. IOSH Managing Safely or NEBOSH General Certificate).
- Evidence of formal training in Infection Prevention & Control principles.
- GCSE (or equivalent) English and Maths.
Desirable
- IWFM (Institute of Workplace and Facilities Management) Level 4 or Level 5 qualification.
- Safeguarding Level 3 (or willingness to complete).
- Formal leadership/management qualification (e.g. ILM Level 5, CMI Level 5).
- Qualification or formal training in Quality Improvement methodologies.
- Contract management training.
- First Aid at Work
Experience
Essential
- Proven experience managing operational service teams.
- Strong understanding of facilities management within a healthcare or regulated environment.
- Knowledge of CQC standards relating to safety, dignity and environment.
- Understanding of infection prevention, asset governance and stock control principles.
- Experience overseeing service contracts and performance monitoring.
- Awareness of safeguarding and public-space risk management.
Values
Essential
- Exhibits our hospice values and behaviours
Other requirements
Essential
- Valid driving licence
- Eligibility to work in the UK
- Please note that St Giles Hospice does not hold a sponsorship licence and is therefore unable to accept sponsorship requests
Person Specification
Skills
Essential
- Highly people-oriented with strong interpersonal skills.
- Practical mindset - focuses on solutions rather than process for its own sake.
- Able to provide supportive but firm supervision to staff and volunteers.
- Comfortable having difficult conversations when standards are not met.
Personal Attributes
Essential
- Visible, hands-on leadership style.
- Strong emotional intelligence and ability to operate in sensitive environments.
- Calm and decisive under pressure.
- Ability to balance compassion with regulatory discipline.
- Strong accountability mindset.
- Confident in holding others to performance standards.
- Analytical thinker able to interpret feedback data and translate into action.
- Excellent communicator across clinical and corporate audience.
Qualifications
Essential
- Recognised Health & Safety qualification (e.g. IOSH Managing Safely or NEBOSH General Certificate).
- Evidence of formal training in Infection Prevention & Control principles.
- GCSE (or equivalent) English and Maths.
Desirable
- IWFM (Institute of Workplace and Facilities Management) Level 4 or Level 5 qualification.
- Safeguarding Level 3 (or willingness to complete).
- Formal leadership/management qualification (e.g. ILM Level 5, CMI Level 5).
- Qualification or formal training in Quality Improvement methodologies.
- Contract management training.
- First Aid at Work
Experience
Essential
- Proven experience managing operational service teams.
- Strong understanding of facilities management within a healthcare or regulated environment.
- Knowledge of CQC standards relating to safety, dignity and environment.
- Understanding of infection prevention, asset governance and stock control principles.
- Experience overseeing service contracts and performance monitoring.
- Awareness of safeguarding and public-space risk management.
Values
Essential
- Exhibits our hospice values and behaviours
Other requirements
Essential
- Valid driving licence
- Eligibility to work in the UK
- Please note that St Giles Hospice does not hold a sponsorship licence and is therefore unable to accept sponsorship requests
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
