Head of Customer Experience and Change Driver

Job summary

RFLPS is a wholly owned subsidiary of Royal Free London NHS Foundation Trust, one of the biggest NHS Trusts in the UK, delivering care to more than 1.6 million people a year through our four main hospitals: Barnet, Chase Farm, North Middlesex and Royal Free Hampstead.

We are seeking an inspirational and customer-centric professional to join our customer engagement and satisfaction effort across RFL Property Services by planning, developing and implementing customer engagement, experience and satisfaction strategy at RFL Property Services.

The head of service will play a pivotal role in fostering a customer-focused organisational culture across RFL Property Services. Effective communication is paramount, and collaboration with the Operations and Consultancy Divisions will be essential to ensure that the customer's voice is heard, and feedback is considered in our service design and delivery.

We are seeking a highly motivated, organised, and capable individual to work across our wider teams to help identify areas of service improvement and drive change in terms of delivering sustainable service improvements that deliver value for money for all our customers.

Main duties of the job

The postholder will lead the business improvement team and plan the strategy to support all aspects of service improvement delivery across all elements of the RFLPS portfolio. Working in partnership with the head of performance and contracts to ensure that all aspects of the business are scrutinised for optimised service delivery and improvement.

Value for money will be paramount and that services deliver more for less and contribute to the financial improvement plan whilst a close eye is maintained on service quality.

The successful postholder will help shape the future strategic plan for customer experience and service improvement outcomes. Ensuring that strategy aligns with the RFLPS business plan.

The role will build upon existing relationships with RFLPS key customers, ensuring that customer engagement is strengthened and becomes pivotal to delivering a positive experience across all elements of the business.

The post holder will act as a catalyst for change delivering a fresh approach to driving service change and improvement through all strands of the business.

About us

RFL Property Services Limited was set up in 2018 to act commercially and deliver high quality consistent service across the Royal Free London estates, as well as to deliver efficiencies by operating at scale, deliver new income streams and add resilience to its existing operational capability.

To do this RFLPS has to transform the way healthcare estate and operational services are delivered in the NHS whilst fulfilling its fundamental role to maximise the service life of the Royal Free London estate and to effectively support the Group in development of clinical, education and research objectives and ensuring the patients are cared for in a clean, safe, and secure environment.

Our vision is "to build a successful business by inspiring people with a relentless drive for valued outcomes, delivered by an engaged and confident workforce, excited by the business and values they represent, empowered to continually seek innovation and improvement for health outcomes and the patient experience."