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Job Description and Person Specification Operations & Relationship Manager
Job Description
Job Title: Operations & Relationship Manager
Contractual Location:
Reports to: Portfolio Manager
Band/Grade:
£35,000 to £46,000
Number of Direct Reports: 0
Total Staff Responsibility: 0
Budget Responsibility: TBC
Main Purpose
CHP is the Head Tenant of 305 community health centres across England, ranging from small Primary Care Centres housing one or two GP practices to large community hospitals, which bring together a diverse range of community and primary healthcare services, alongside related local authority and voluntary sector service provisions.
The vision of these sites is that they operate as integrated community hubs, as ‘catalysts for health & wellbeing’ at the heart of their local community, providing services that meet health needs and supporting local people to improve their own health and wellbeing and that of their community.
Centre management within CHP is critical to the delivery of this vision, by:
• Delivering excellent site management so that the site meets the requirements of both
patients and service providers.
• Maximising utilisation of the site, so that the space is fully utilised throughout its
working hours;
• Facilitating collaboration and an integrated approach between services both within the
site and in the local community.
• Engaging local people and organisations so the sites become key community hubs, at the heart of the local community.
Job Summary The Operations & Relationship Manager (ORM) role is to facilitate the integration and
engagement of existing and prospective tenants and provide day-to-day management of the
sites. The role works closely with the CHP Property team to help ensure the safe and efficient
running of the site whilst working closely with tenants to maximise tenant satisfaction and
improve utilisation. The ORM role will report into a Portfolio Manager (PM) within the Region
and Property Portfolio they are assigned to. Along with working with the Customer Services
Manager (Quality & Improvement) and other departments within CHP.
Key Accountabilities
Customer Service
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• Act as the main point of contact for tenant liaison and coordination; promote positive
working relationships • Integration amongst tenants; and deal with day-to-day queries from site occupiers. • Arrange, chair and facilitate tenant meetings (including site user groups and any health
and safety related meetings as may be required). Promote engagement between tenants and encourage idea sharing and problem solving. Seek to action, resolve or escalate tenant issues as appropriate on their behalf.
• Act as Tenant Representative in feeding back queries about soft or hard FM services to the PM, Contracts Team and Facilities Management (FM) providers on behalf of tenants.
• Coordinate tenant variation requests, obtain full details of the request and liaise with the PM accordingly to arrange the necessary consent.
• Coordinate and provide support to site users on tenant new work requests, provide assistance in following the approvals procedure, as appropriate and liaise with the Helpdesk.
• Coordinate and accompany visiting contractors on site visits in relation to tenant new work requests, tenant variation requests and specifically accompany the Health, Safety, Security and Fire officers for the purposes of implementing fire risk assessments.
• Coordinate service change requests, working with tenants to obtain the full details of their request and liaise with the PM accordingly to make the necessary arrangements.
• Keep tenants informed of any works scheduled to take place in the sites and communicate to tenants if they need to move any items or personal belongings in advance of work taking place.
• Provide assistance to tenants with relocations and internal moves. • Arrange a welcome tour and site handbook for new tenants moving into the site.
Bookable room space
• Work with sessional users to manage the booking of their sessions to maximise
utilisation.
• Monitor the room booking system and facilitate booking alterations to increase utilisation where necessary.
• Report variants between bookings and actual use utilising data from PIR sensors where available or via visual spot checks of bookable room usage.
• Notify PM of any incorrect room use i.e. rooms not being used for their allocated purpose.
• Monitor bookings that block book rooms, ensuring these are required and are being utilised.
Site Feedback
• Actively promote the tenant and site user feedback surveys. Encourage staff, patients and visitors to complete surveys.
• Support the coordination of the survey campaign in organising the circulation of promotional materials and ensuring availability of survey questionnaires.
• Ensure site feedback forms are always available. Compliance
• Carry out regular building inspections, ensuring the building meets the statutory H&S standards and regulations.
• Liaise with tenants, advising on their compliance obligations. Ensure records are obtained and kept up to date. Report any non-compliance to PM.
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• Offer support to the PM to:
• Update and maintain the building specific matrix on Horizon
• Ensure Tenant compliance documentation is provided to the PM and Property Administrators when requested.
Tenant and Site Handbooks
• Update site handbooks in line with any changes
• Review on an annual basis and reissue to tenants as required
Contact lists
• Maintain accurate contact records for key personnel, tenants and emergency contacts • Provide up-to-date contact lists to PM and Performance team when requested.
Security
• Monitor key allocation records and coordinate the distribution of keys, access cards and fobs
• Assist the FM contractor to coordinate CCTV footage requests for the police and keep
the PM and GDPR informed.
Fire
• Assist the PM, CHP Health & Safety Team and the FM contractor in carrying out fire evacuations test. Ensure records are maintained
• Support the Health & Safety Team with Fire Risk Assessments (FRA) within the buildings and support CHP in closing down FRA actions
• Support and encourage tenants to ensure they have the correct fire procedures and risk assessments in place.
Finance
• Process Soft FM ad-hoc requests as requested by tenants. Inform PM and Property Admin of requests for recharging.
• Utilising the consumable budget, order small single items for the benefit of the building and users.
• Order items for sessional space when required. Report costs to PM and Property Admin for budget control.
Health and Safety
• Record, monitor and reduce any health and safety risks in the site. Should any urgent or undocumented issues occur, raise accordingly with the relevant party to assist in rectifying the problem.
• Complete incident reporting forms, using the CHP template on Assure, and circulate to the relevant parties; follow up any actions accordingly.
Facilities Management (FM) Contracts
• Acting as Tenant Representative, attend site inspections with the LIFTCo
representative, to represent the views of the tenants.
• Escalate issues, queries or concerns to PM
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• Support Cleaning Auditors, where practical, and engage with service performance
improvement measures in consultation with Contracts Team and FM Providers. Provide
feedback to tenants as appropriate.
• Develop positive working relationships with all contractors.
Occupation Agreements - Leases/Licenses
• Forward enquiries for sessional licences from tenants/potential tenants to the PM. Provide accurate cost information to tenant when received.
• Facilitate site visits for potential new tenants.
• Report any request to change occupation and use in accordance with a tenants lease and licence to the PM.
Property Register
• Support the PM in updating the Schedule of Accommodation • Report any variants in use to occupation agreements to PM
Site Use
• Where available utilise the data captured by PIR sensors at site entrances, and internal rooms to report on actual footfall.
• Provide data to the PM as requested.
Sole Demise Spaces
• Maintain up to date tenant information which accurately reflects tenant sole demise areas.
• Ensure tenants do not encroach into any space which is not within their demised area
without appropriate authorisation and documentation. Report any incidents to PM
Promote Available Space
• Working with PM, actively promote available space and market as agreed. • Facilitate site visits for potential new tenants.
Performance Reporting
• Produce schedule of outstanding site issues for the PM.
Community Requirements
• Encourage community events and health campaigns within the sites. • Liaise with community services and groups to encourage site use as a community hub. • Understand the community demographics and service requirements. Establish from the
community/visitors what they feel the community requires.
• Act as the tenant liaison officer and be the first point of contact for external parties and
neighbour enquiries.
• Field any enquiries and complaints from external parties, accordingly, ensuring all enquiries are responded to accordingly.
• By prior arrangement, provide site tours and facilitate visits to the site,
Person Specification
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The CHP Way
At CHP we consistently work together to exceed our customers’ expectations by: • Doing what we say we’ll do • Looking after ourselves and others • Delivering an excellent service • Communicating openly and honestly • Investing in relationships • Developing innovative ideas and solutions
To be successful in this role you will need to demonstrate a genuine commitment and ability to work in this way.
Qualifications/Knowledge & Application:
Essential
• Minimum 2 years’ experience in Facilities Management and/or appropriate qualification in Site Management and/or Facilities Management (IWFM level 3 or above) above).
• Experience of presenting complex information to working groups across the health and social care community.
• Experience of financial management including monitoring budgets.
• Ability to develop effective networks with stakeholders within and outside the health sector.
• Ability to manage and work under pressure autonomously, within resources and to tight deadlines.
• Ability to prioritise ongoing planned work adjusting to changing requirements and organisational needs.
• Computer literate, in particular Microsoft Word and Excel.
• Self-motivator and ability to motivate
others. • Ability to work well independently and
as part of a team.
Desirable • Good working knowledge of health care
and primary health care services. • Understanding of healthcare systems
within organisations. • Health and safety training e.g.
IOSH/NEBOSH. • Experience of working in a health centre
or large health facility. • Experience in supervising a small team. • Ability to plan, set objectives, prioritise,
and review performance against objectives.
Job Description Approval: Line Manager Name: Position:
Signature: Date: