Job summary
Working for the Digital Services team, the Business Relationship Manager role is key position in helping to bridge the gap between the technical teams and the Trust.
- Facilitate a more effective engagement process between the Trust and Digital Services by opening communication channels.
- Engage with end users and ensure that we introduce service improvement and change into the Digital Services service on an ongoing basis.
- Engaging with end users and ensuring that we introduce continual service improvement into Digital Services.
- Undertake a customer service role by spending time out in the organisation - attending department meetings and listening to users concerns about Digital Services. Also working with the Digital Services team to improve customer services.
- Provide, receive and communicate highly complex or sensitive information to service users ensuring the communication fits the context of the conversation.
While the main office for the position will be in Ascot, Berkshire. This role requires travel to all of our main and community sites to meeting with Trust staff/stakeholders. A full UK driving licence and your own transport is essential.
Main duties of the job
- Provide effective communications to the organisation about Digital Services and from the organisation to Digital Services.
- Develop and improve customer satisfaction and reputation for Digital Services through on-going engagement with key figures within the Trust.
- Develop and implement and administer the down time policy which includes liaising with the business and ensuring that communications during and after downtime are effective. Production of statistics on downtime (planned and unplanned) and report to key groups.
- Service management. The implementation of quality to meet the needs of the customer. Although service management can be considered too IT focused - this role will take a wider perspective on service management to cover the whole of Digital Services.
- Build and develop the Business Relationship manager role within the department, including building a Business Relationship team as the role develops.
About us
Frimley Health NHS Foundation Trust provides NHS hospital servicesforaround 900,000 people across Berkshire, Hampshire, Surrey and south Buckinghamshire.
As well as delivering excellent general hospital services to local people, we provide specialist heart attack, vascular, stroke, spinal, cystic fibrosis and plastic surgery services across a much wider area.
We have three main hospitals - Frimley Park in Frimley near Camberley, Heatherwood in Ascot and Wexham Park near Slough.
Our threecore values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other,Committed to Excellence,WorkingTogether and Facing the Future.
We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnelworkingalongside the hospital's NHS staff providing care to patients in all specialties
Job description
Job responsibilities
1. Communication
Provide, receive and communicate highly complex or sensitive information to service users ensuring the communication fits the context of the conversation.
- Create communication presentations to promote Digital Services to the Trust.
- Help develop a newsletter from Digital Services to go out to trust staff.
- Attend trust meetings to update on Digital Services and receive feedback on issues.
- Regularly attend department / directorate meetings to update on what Digital Services are doing.
- Hold a briefing session for Digital Services staff every month on what is going on in the Trust.
- Always attend chief executive briefing as Digital Services representative.
- Plan, develop and implement communications strategy for Digital Services.
- Support the Digital Services CIO by creating and producing a team brief for the Digital Services staff.
- Work with Maintaining trust intranet site for Digital Services and ensuring up to date and information covers key areas such as help for new starters, key projects, FAQs, whos who in Digital Services, how to request a Digital Services project, meeting notes from Digital Services Operational Group (DSOG) and any other internal meetings deemed relevant.
- Plan and facilitate a series of communication events to publicise key technology or target staff groups.
Develop effective relationships with key departments within the Trust to ensure that there is effective flow of information between that service and Digital Services.
2. Customer service/Customer experience
- Develop metrics for customer service across all the services in Digital Services in conjunction with each senior
- manager in Digital Services for their team.
- Monitor and track these metrics.
- Work with users in the business to develop the experience.
- Undertake customer service initiatives such as:Follow up calls to users to check that faults have been fixed to their satisfaction and if there is any feedback for future consideration.
- Other initiatives as identified by the Digital Services CIO, Head of Infrastructure and Innovation, and the Senior IT Operations manager.
- Through communications with users identify Digital Services staff who have given excellent service and ensure that this is flagged to the Digital Services CIO and communicated to Digital Services staff through newsletter updates.
- Develop and implement a process whereby new starters get more rapid access to technology, so they can start work immediately. Work with HR to get better notification of new starters. Track and report on length of time it takes a new starter to be fully operational with regards to their dependency on Digital Services such as kit and system access. Identify delays and look for improvements.
- Build end user surveys to measure Customer Experience so they can be tracked and be monitored over time and provide insights to the teams. These should then be shared with the Trust and Digital Services.
3. Downtime Management
- Help facilitate downtime on IT and systems by acting as key link.
- Develop the down time policy to cover both planned and unplanned downtime.
- Implement the down time policy and train all Digital Services staff.
- Administer the downtime policy. Be the key link for co-ordinating and managing all downtime.
- Ensure that permission and sign off is obtained for planned downtime.
- Track unplanned downtime and keep statistics.
- Monitor and keep accurate statistics on downtime.
- Provide regular updates to DSOG on downtime for all sites.
- Where required work out of hours to manage the planned downtime process.
- Ensure that good communications are in place to liaise with users during the downtime and timely updates about ETA for when the service is back online. At the end of the downtime ensure all users are informed. These communications may require onsite presence or can be undertaken by Digital Services staff according to the nature of the downtime. It will be up to the Digital Services Service manager to decide if onsite presence is required by the customer services manager.
- Undertake any other tasks relating to downtime as identified by the Digital Services Service manager.
4. Digital Services Service Management
Service management. The implementation of quality to meet the needs of the customer. Although service management can be considered too IT focused - this role will take a wider perspective on service management to cover the whole of Digital Services. The tasks related to this will include but not be limited to:
- Plan, set up and facilitate a Digital Services change advisory group to ensure that ITIL compliant processes are applied across the service. Report on areas for improvement. Working with senior managers in Digital Services identify their actions for delivering improvements and track these.
- Review workflows within Digital Services to look for improvements in process and work with Senior Managers in Digital Services to assist delivery.
- Review policies and procedures within Digital Services to identify areas for improvement and work with Senior Managers in Digital Services to assist delivery.
- Developing key performance metrics for service management and reporting on those to DSOG at both sites on a regular basis. Work with the Digital Services service manager and the CIO to develop these performance metrics.
- Reviewing Digital Services documentation such as policies and procedures and ensure they make sense from user perspective.
- Tracking issues log for Digital Services and following up on actions.
- Tracking the risk log for Digital Services and following up on actions.
- Facilitate and undertake lessons learned exercises supported by documentation.
- Maintain document library for Digital Services including but not limited to maintaining list of documents, version numbers, dates for updates.
- Working with Digital Services service manager and other members of the Digital Services team to ensure Digital Services has a full library of Disaster recovery plans for all Digital Services Infrastructure and Systems. Maintain register.
- Organising and evaluating testing of Digital Services Disaster recovery plans.
5. Staff Management
- Responsible for leading on implementing high quality recruitment, selection and retention practices in order to provide a high standard of service.
- Regularly reviewing staff performance through FHFT appraisal system, to identify potential developmental needs and set relevant objectives.
- Promoting equality, and diversity in working practices by developing and maintaining positive working relationships, ensuring that colleagues are treated fairly and contributing to developing equality of opportunity and outcomes in working practices.
- Managing the implementation of all Trust personnel policies including discipline, sickness and absence monitoring, and liaise with personnel on relevant procedures.
6. Policy & Procedure
- Responsible for development and implementation of all new policies and procedures for area.
- Responsible for monitoring compliance to all policy and procedure, taking necessary action when non-compliance identified.
Job description
Job responsibilities
1. Communication
Provide, receive and communicate highly complex or sensitive information to service users ensuring the communication fits the context of the conversation.
- Create communication presentations to promote Digital Services to the Trust.
- Help develop a newsletter from Digital Services to go out to trust staff.
- Attend trust meetings to update on Digital Services and receive feedback on issues.
- Regularly attend department / directorate meetings to update on what Digital Services are doing.
- Hold a briefing session for Digital Services staff every month on what is going on in the Trust.
- Always attend chief executive briefing as Digital Services representative.
- Plan, develop and implement communications strategy for Digital Services.
- Support the Digital Services CIO by creating and producing a team brief for the Digital Services staff.
- Work with Maintaining trust intranet site for Digital Services and ensuring up to date and information covers key areas such as help for new starters, key projects, FAQs, whos who in Digital Services, how to request a Digital Services project, meeting notes from Digital Services Operational Group (DSOG) and any other internal meetings deemed relevant.
- Plan and facilitate a series of communication events to publicise key technology or target staff groups.
Develop effective relationships with key departments within the Trust to ensure that there is effective flow of information between that service and Digital Services.
2. Customer service/Customer experience
- Develop metrics for customer service across all the services in Digital Services in conjunction with each senior
- manager in Digital Services for their team.
- Monitor and track these metrics.
- Work with users in the business to develop the experience.
- Undertake customer service initiatives such as:Follow up calls to users to check that faults have been fixed to their satisfaction and if there is any feedback for future consideration.
- Other initiatives as identified by the Digital Services CIO, Head of Infrastructure and Innovation, and the Senior IT Operations manager.
- Through communications with users identify Digital Services staff who have given excellent service and ensure that this is flagged to the Digital Services CIO and communicated to Digital Services staff through newsletter updates.
- Develop and implement a process whereby new starters get more rapid access to technology, so they can start work immediately. Work with HR to get better notification of new starters. Track and report on length of time it takes a new starter to be fully operational with regards to their dependency on Digital Services such as kit and system access. Identify delays and look for improvements.
- Build end user surveys to measure Customer Experience so they can be tracked and be monitored over time and provide insights to the teams. These should then be shared with the Trust and Digital Services.
3. Downtime Management
- Help facilitate downtime on IT and systems by acting as key link.
- Develop the down time policy to cover both planned and unplanned downtime.
- Implement the down time policy and train all Digital Services staff.
- Administer the downtime policy. Be the key link for co-ordinating and managing all downtime.
- Ensure that permission and sign off is obtained for planned downtime.
- Track unplanned downtime and keep statistics.
- Monitor and keep accurate statistics on downtime.
- Provide regular updates to DSOG on downtime for all sites.
- Where required work out of hours to manage the planned downtime process.
- Ensure that good communications are in place to liaise with users during the downtime and timely updates about ETA for when the service is back online. At the end of the downtime ensure all users are informed. These communications may require onsite presence or can be undertaken by Digital Services staff according to the nature of the downtime. It will be up to the Digital Services Service manager to decide if onsite presence is required by the customer services manager.
- Undertake any other tasks relating to downtime as identified by the Digital Services Service manager.
4. Digital Services Service Management
Service management. The implementation of quality to meet the needs of the customer. Although service management can be considered too IT focused - this role will take a wider perspective on service management to cover the whole of Digital Services. The tasks related to this will include but not be limited to:
- Plan, set up and facilitate a Digital Services change advisory group to ensure that ITIL compliant processes are applied across the service. Report on areas for improvement. Working with senior managers in Digital Services identify their actions for delivering improvements and track these.
- Review workflows within Digital Services to look for improvements in process and work with Senior Managers in Digital Services to assist delivery.
- Review policies and procedures within Digital Services to identify areas for improvement and work with Senior Managers in Digital Services to assist delivery.
- Developing key performance metrics for service management and reporting on those to DSOG at both sites on a regular basis. Work with the Digital Services service manager and the CIO to develop these performance metrics.
- Reviewing Digital Services documentation such as policies and procedures and ensure they make sense from user perspective.
- Tracking issues log for Digital Services and following up on actions.
- Tracking the risk log for Digital Services and following up on actions.
- Facilitate and undertake lessons learned exercises supported by documentation.
- Maintain document library for Digital Services including but not limited to maintaining list of documents, version numbers, dates for updates.
- Working with Digital Services service manager and other members of the Digital Services team to ensure Digital Services has a full library of Disaster recovery plans for all Digital Services Infrastructure and Systems. Maintain register.
- Organising and evaluating testing of Digital Services Disaster recovery plans.
5. Staff Management
- Responsible for leading on implementing high quality recruitment, selection and retention practices in order to provide a high standard of service.
- Regularly reviewing staff performance through FHFT appraisal system, to identify potential developmental needs and set relevant objectives.
- Promoting equality, and diversity in working practices by developing and maintaining positive working relationships, ensuring that colleagues are treated fairly and contributing to developing equality of opportunity and outcomes in working practices.
- Managing the implementation of all Trust personnel policies including discipline, sickness and absence monitoring, and liaise with personnel on relevant procedures.
6. Policy & Procedure
- Responsible for development and implementation of all new policies and procedures for area.
- Responsible for monitoring compliance to all policy and procedure, taking necessary action when non-compliance identified.
Person Specification
Qulaifications
Essential
- Masters Degree or Equivalent experience
- ITIL Qualification (v3/v4) at foundation level or above
Desirable
Professional Experience
Essential
- Experience in a customer facing service role.
- Leadership and staff management expertise.
- Project planning skills.
Person Specification
Qulaifications
Essential
- Masters Degree or Equivalent experience
- ITIL Qualification (v3/v4) at foundation level or above
Desirable
Professional Experience
Essential
- Experience in a customer facing service role.
- Leadership and staff management expertise.
- Project planning skills.
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.
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.
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).
