Livewell Southwest

Service User Experience Manager

Information:

This job is now closed

Job summary

22.5 hours per week. The Service User Experience Manager is the operational lead for service user involvement and experience in the organisation, leading and project managing a range of initiatives to ensure that we involve and listen to our service users and their loved ones, enabling them to feedback effectively at different points in their journey and ensuring that they are aware of how the organisation is responding to any issues that they raise. This includes leading and advising on co-design, co-production and involvement activities.

You will advise staff on ways to involve service users and families at service level, providing best practice guidance to services on service user/family/carer involvement and measuring service user experience, supporting staff to translate their results into meaningful practical actions to generate improvements in patient experience.

If you have any questions or would like to know more about anything to do with the role or the team, please contact christian.johns@nhs.net

Main duties of the job

The Service User Experience Manager is the operational lead for service user involvement and experience in the organisation They lead and project manage a range of initiatives to ensure that we involve and listen to our service users and their loved ones, enabling them to feedback effectively at different points in their journey and ensuring that they are aware of how the organisation is responding to any issues that they raise. Responsibilities include:

  • Developing and encouraging the service user voice within Livewell Southwest
  • Ensuring a positive service user experience of Livewell Southwests care and services.
  • Increasing mechanisms for service user feedback throughout their journey through Livewell Southwest
  • Facilitating the improvement of service user experience across services by supporting staff to translate results/feedback into meaningful practical actions.
  • Helping Livewell Southwest to be open, accountable and responsive to service user concerns.
  • Ensuring compliance with internal and external assurance systems for service user experience.

All Livewell Southwest staff are expected to be able and willing to work across a 7 day service.

About us

Before making a formal application, we would recommend that applicants who are interested to call the recruiting manager for an informal conversation about the role as this can give insight into the job they are applying for. Livewell Southwest prides itself in a values-based approach which attracts and recruits on the basis that an individual's values and behaviours align with the values of the organisation'

Livewell Southwest values its staff and makes investment in their development a priority. Currently we offer:

Protected CPD time for registered staff

Various development pathways for unregistered and registered staff

Leadership and mentoring programmes

Ongoing regular training packages for all staff

Access and funding for training including Care Certificate, Assistant Practitioners Course and Scholarship Into Nurse Training

Robust Preceptorship

A bespoke induction programme

Relocation package may be considered for the right candidate for certain roles

Existing members of the NHS Pension Scheme can continue their membership when they join the organisation.

Details

Date posted

20 February 2023

Pay scheme

Agenda for change

Band

Band 7

Salary

£41,659 to £47,672 a year pro-rata

Contract

Permanent

Working pattern

Part-time, Job share, Flexible working

Reference number

B9832-2023-AC-1512

Job locations

200 Mount Gould Road

Mount Gould

Plymouth

Devon

PL4 7PY


Job description

Job responsibilities

The full job description is attached with further details relevant to the role. This is a hybrid role.

The provisional interview date for this role is Monday 13 March 2023.

Job description

Job responsibilities

The full job description is attached with further details relevant to the role. This is a hybrid role.

The provisional interview date for this role is Monday 13 March 2023.

Person Specification

Knowledge and Skills

Essential

  • Demonstrable participation and involvement skills
  • Clear understanding of statutory and mandatory responsibilities regarding governance and service user experience management.
  • Understanding of CQC fundamental standards
  • Demonstrable experience of effective Budget management.
  • Significant experience in dealing with service user, carers, stakeholders and members of the public.

Desirable

  • Experience working in the NHS or public sector
  • Experience of project management

Qualifications

Essential

  • Educated to degree level or equivalent experience in service user/customer experience and/or governance related field
  • Evidence of leadership development

Desirable

  • Management Qualification

Experience

Essential

  • Significant experience in leading service user, public or stakeholder engagement/experience projects
  • Demonstrable experience in Coproduction or codesign
  • Demonstrable team leadership experience

Desirable

  • Experience of working in the public sector
Person Specification

Knowledge and Skills

Essential

  • Demonstrable participation and involvement skills
  • Clear understanding of statutory and mandatory responsibilities regarding governance and service user experience management.
  • Understanding of CQC fundamental standards
  • Demonstrable experience of effective Budget management.
  • Significant experience in dealing with service user, carers, stakeholders and members of the public.

Desirable

  • Experience working in the NHS or public sector
  • Experience of project management

Qualifications

Essential

  • Educated to degree level or equivalent experience in service user/customer experience and/or governance related field
  • Evidence of leadership development

Desirable

  • Management Qualification

Experience

Essential

  • Significant experience in leading service user, public or stakeholder engagement/experience projects
  • Demonstrable experience in Coproduction or codesign
  • Demonstrable team leadership experience

Desirable

  • Experience of working in the public sector

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Livewell Southwest

Address

200 Mount Gould Road

Mount Gould

Plymouth

Devon

PL4 7PY


Employer's website

https://www.livewellsouthwest.co.uk/ (Opens in a new tab)

Employer details

Employer name

Livewell Southwest

Address

200 Mount Gould Road

Mount Gould

Plymouth

Devon

PL4 7PY


Employer's website

https://www.livewellsouthwest.co.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Head of Communications and Engagement

Christian Johns

christian.johns@nhs.net

Details

Date posted

20 February 2023

Pay scheme

Agenda for change

Band

Band 7

Salary

£41,659 to £47,672 a year pro-rata

Contract

Permanent

Working pattern

Part-time, Job share, Flexible working

Reference number

B9832-2023-AC-1512

Job locations

200 Mount Gould Road

Mount Gould

Plymouth

Devon

PL4 7PY


Supporting documents

Privacy notice

Livewell Southwest's privacy notice (opens in a new tab)