FACILITIES MANAGEMENT
Accommodation Services Manager
Band 7 - Salary Scale - £31,072 - £40,964 per annum
Location – Gyle Square, Edinburgh and Merdian Court Glasgow
As a vital part of NHSScotland, NHS National Services Scotland’s mission is to enable and support the delivery
of better health and better care, working in partnership. We do this by providing a range of specialised support
services that enable NHS Boards to focus their efforts on delivering health improvement and patient care.
We have an opportunity for a self motivated and capable manager to lead the delivery of a comprehensive
portfolio of soft FM services to internal and external customers at 22 locations across Scotland.
Working between Gyle Square and Meridian Court you will lead NSS FM’s Accommodation Services team in
providing high quality services that support our customers in the delivery of their core business.
Our benefits package includes final salary pension scheme, comprehensive range of work life balance policies,
occupational health services, learning resource centres and discounted leisure, financial and shopping benefits.
The successful candidate(s) must comply with the Mandatory Induction Standards and with the Code of
Conduct for Healthcare Support Workers.
Our benefits package includes final salary pension scheme, comprehensive range of work life balance policies,
occupational health services, learning resource centres and discounted leisure, financial and shopping benefits.
For an informal discussion on the post, please contact Steve Taylor, Associate Director of Facilities on 0131 275
6835.
For an application pack please
www.jobs.scot.nhs.uk. Ref 22772.
complete
the
online
application
form
on
the
SHOW
website
Closing date for completed applications is 12 noon on 20 May 2014
Please note that only those applicants called for an interview will be contacted. If you have not received a
response within 4 weeks of the closing date, please assume that you have been unsuccessful on this occasion.
Further information on NSS is available from: www.nhsnss.org.
NHS National Services Scotland is the common name of the Common Services Agency for the Scottish Health Service.
NHS National Services Scotland is an equal opportunities employer.
Candidates with disabilities who meet the minimum selection criteria will be guaranteed an interview.
NHS NATIONAL SERVICES SCOTLAND
JOB DESCRIPTION
1.
JOB DETAILS
Job Holder
Job Title
Accommodation Services manager
Immediate Senior Officer
Associate Director of Facilities Management
SBU
Business Services
Location
Gyle Square, Edinburgh and Meridian Court, Glasgow
2.
JOB PURPOSE
Lead the delivery of Accommodation Services, ensuring the effective provision of an integrated range of
“Soft” FM services, which are demonstrably efficient, provide value for money and meet the business
needs of the Divisions of NHS National Services Scotland and external customers at locations across
Scotland.
3.
DIMENSIONS
The postholder is responsible for the delivery of a comprehensive range of “soft FM” Services including
Catering, Cleaning, Security, Office Services (inc Mail, Portering and Reception) and Waste Management
services to circa 3,600 NSS staff and a further circa 750 Special Health Board staff located at 22 locations
throughout Scotland.
The post holder has full recurring revenue budget responsibility for all “soft FM” Services amounting to
£1.48m (FY14). The services are provided through a combination of in-house staff and external contractors
and suppliers.
The post holder has management responsibility for a total of 62 staff (42.92 WTE) of which 5
managers/supervisors are direct reports.
4.
ORGANISATION CHART
Associate Director
of Facilities Management
Estates
Manager
Maintenance
Manager
Accommodation
Services Manager
Office Services
Supervisor
(Meridian Court)
Catering
Manager
Assistant
Accommodation
Services Manager
Assistant
Director
Reception Supervisor
(Gyle Square)
Fire Safety
Officer
Mailroom Supervisor
(Gyle Square)
Key:
5.
Head of Function
Estates (Hard FM)
Technical Services
Accommodation Services (Soft FM)
Projects
Fire
ROLE OF THE DEPARTMENT
NSS FM is part of NSS’s Business Services function (incorporating Facilities Management, Financial
Services, Financial Planning and Programme Management Services).
 Our Vision is “to be a valued Business Partner providing shared, specialist services to NSS and
beyond”
 Our Mission is “to promote the talents of our people to drive excellent service delivery”
 Our Purpose is “providing high quality FM services that support our customers in the delivery of their
core business”
The department provides a portfolio of 20 distinct FM services to internal and external customers including
NSS Strategic and Support Business Units and a number of NHSScotland Special Health Boards. These
services are variously provided by management and staff directly employed by NSS, contractors and
suppliers appointed by NSS and third party landlords, their managing agents, NHS Scotland Health Boards
and other providers of NSS accommodation. In providing our services FM is committed to:
 achieving service excellence in everything we do;
 delivering a safe, sustainable and flexible estate which is affordable, fit for purpose and meets the
business needs of our customers now and in the future;
 sustaining our performance within financial constraints through continuous improvement and
innovation in the deployment of our resources;
 being recognised as a valued Business Partner who understands and meets customer needs;
 valuing, developing and supporting our staff to realise their full potential.
NSS FM is also responsible for
6.

Developing and implementing innovative and effective strategic plans for the NSS estate which will
provide a flexible and sustainable working environment for NSS operating Divisions, staff and other
stakeholders;

Developing policy, setting standards, promoting and monitoring the professional management of
the NSS estate and the delivery of FM services to stakeholders;

Ensuring that NSS accommodation is provided and maintained in a condition fully compliant with
Health & Safety, environmental, building and all other statutory regulations, codes of practice,
clinical and licensing requirements, SGHSC directives etc., in support of NSS Corporate, Staff and
Clinical Governance obligations;

Providing a corporate “intelligent client” function that is the NSS centre of facilities management
expertise in relation to strategic planning, estate management, engineering and accommodation
services.
KEY RESULT AREAS
1. As a member of the FM management team, develop and implement robust service delivery
strategies and plans for Accommodation Services ensuring that meet customer needs and are
demonstrably affordable. Drive service improvement through measurable key performance
indicators and performance targets agreed with customers through Service Level Agreements.
Foster good working relationships through effective customer engagement processes and systems,
communications.
The postholder is required to undertake strategic work and projects as delegated by Head of
Service e.g. long term strategy for Learning & Development for all Accommodation Services for
NSS, Strategic planning for Domestic Services in relation to local and national HAI agenda.
2. As professional lead for Soft Facilities Services provide an ‘Intelligent Client’ role to the Divisions of
NSS, working with the Domestic Manager, Catering Manager, external advisors, consultants and
advisors etc to support the delivery of efficient and cost-effective Accommodation Services, utilising
as appropriate their specialist skills and expertise.
3. Lead development and implementation of performance management tools to produce performance
reports against key performance indicators, domestic and estates services performance reports and
HAI cleaning service reports identifying issues and taking corrective action to ensure the service
meets strategic, mandatory and Health and safety requirements.
4. Ensure the effective and proactive implementation of occupational health, safety and well-being in
relation to statutory and Mandatory legislation and the creation and maintenance of a safe and
healthy work environment and participate as a member of local H & S Committees as appropriate
ensuring that all Accommodation Services Managers and Supervisors strictly adhere to Health and
Safety practice including completion of risk assessments.
5. As professional lead for all aspects of waste management has board wide responsibility for
monitoring, measurement, auditing, training and reporting of waste performance including
verification of waste returns for inclusion in NHSScotland Annual National Environmental report.
6. Plan, manage and control budgets and expenditure for Facilities Soft Management Services
through good planning and prudent management to ensure that expenditure and income targets are
met. Negotiate where possible to ensure best value is obtained and monitor and control supplier
performance. Develop business cases for additional services, equipment and resources
when/where required.
7. Ensure the recruitment, retention and development of Accommodation Services staff is managed
effectively, through strong leadership, departmental HR/training strategies and performance
management systems in order to maximise staff potential resulting in the delivery of quality driven
value added services to customers. In this regard develop opportunities for recognised accredited
training for staff within Domestic, Catering. Mailroom/portering, Reception and Office Services.
8. Maintain and develop professional and technical skills required over all areas of responsibility with
particular reference to NHD Guidance, best practice, risk management, infection control, Food
Safety, Waste Guidelines and all National Standards and Guidelines.
7.
ASSIGNMENT AND REVIEW OF WORK
The postholder writes their own objectives, based on the objectives and KPIs within their SBU.
These objectives are then signed off by the Associate Director of Facilities. Work is generated by
the postholder through planning and responding to demands from internal and external customers,
policies and legistlative requirements.
The work is self generated and prioritised, with the post holder taking responsibility for the
outcomes. The post holder is required to be proactive and self disciplined in order to achieve
results and works on his/her own initiative.
Progress and results are reviewed by the Associate Director of Facilities through the NSS
performance appraisal system and on an ad-hoc informal basis.
Areas of Discretion
The post holder has the discretion to run the Accommodation Services function within FM with
recourse to the Associate Director only when the postholder judges it necessary, this decision
being based on the postholder’s own professional knowledge and experience.
Direction of workload, for staff, self and contractors.
Direction of Soft FM services, policy areas.
Recruitment of staff.
Strategies for new areas of work (e.g. systems to cover legislative requirements, provision of
services to external customers)
Tendering and awarding of contracts to suppliers for all “soft” accommodation Services.
Typical Judgements
Professional judgements on specialist areas – FM systems, Waste management, Infection control.
Risk assessment both in health and safety and business terms.
Contractor’s performance
Health and safety implications of works.
When to escalate and bring a problem to the attention of the Associate Director.
8.
COMMUNICATIONS AND WORKING RELATIONSHIPS
Internal
Holds regular formal and informal communications with Facilities staff, internal and external customers,
and service providers to ensure the delivery of efficient and effective quality, value for money, soft Facilities
Management services.
Works as part of the FM and Business Services Management teams and with:



Senior Management and customer representatives of NHS NSS sites operating divisions(regarding
the provision of current and development of new service provision to meet customer requirements).
Divisional line management and other customer representatives through formal meetings, phone
and e-mail on a regular and ad hoc basis as the need arises.
HQ Finance Division regarding budgetary matters, formally on a monthly basis.
External



9.
Contractors and Suppliers; through formal and informal regular meetings. Negotiations on price,
terms, conditions etc.
NHS Board colleagues at regular advisory and steering group meetings, HAI working groupsestablishing benchmarking for soft FM services. Works as part of the NSS Business Services team,
representing Facilities eg Waste Management Steering Group, Domestic and Catering Advisory
Groups, NCSS Review Group, FMIT Review Group, Various Building User Groups and Health and
Safety Committees.
External FM Advisors, Consultants and other private/public sector organizations to establish
benchmarking and obtain professional expert advice on the provision of Soft FM services as
necessary.
MOST CHALLENGING PART OF THE JOB
Leading all Accommodation Services staff in the delivery of an efficient, cost effective and focused range of
quality driven, value for money services and balancing a busy workload with competing demands yet
delivering a consistent service to all customers and meeting their expectations.
Managing pressures of the job, balancing the competing demands of financial pressures and
organisational expectations.
10.


SYSTEMS
Up to date knowledge of systems and equipment re efficiency/effectiveness of Domestic
Service provision in NSS eg equipment, best practices in relation to cleaning processes,
productivity rates etc.
Significant knowledge of NSS Policies/Guidance relating to services within remit e.g., HR,
Risk Management, Infection Control, Waste Management.
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11.
Extensive use of MS Office to write reports, letters, spreadsheets (used to devise regular
and ad hoc reports for management information) and e-mail.
Understanding and overall responsibility for Card wise Cashless System used by
Reception Systems Administrator and Catering Manager for stock control and till sales.
Understanding and overall responsibility for Access Control Systems (PC based) for
issuing and recovering permanent, temporary, visitor, contractor cards and the production
of audit reports to comply with SNBTS licensing requirements.
CCTV – Gyle Square and other NSS locations.
Use of PECOS for authorisation of purchase orders.
MASS helpdesk system for HAI audit reports and monitoring of work requests.
SSTS for payroll and updating staff annual leave/sickness/overtime.
SAP Business Objects for management advice on staff sickness.
e-KSF for staff appraisals.
WORKING ENVIRONMENT AND EFFORT
Physical Effort
There is a daily combination of sitting, standing and walking including outside areas in all seasons. There
are long periods sitting in a restricted position while using a computer; typically this is for 70% of the day
and involves using the VDU and inputting data.
Coping with ‘pressures’ of the job – competing demands, financial pressures, volume of work including
need to participate in various corporate initiatives, e.g Senior Manager for Accommodation Services.
Regular travel around Scotland visiting 20 + sites every 3 months
Mental Effort
Analytical ability and concentration required to deal with a diverse range of work from projects to
negotiations involving suppliers, appointment of contractors and legal advisors with regard to contracts.
Can be discussing installation of systems with IT and System Providers one minute and cleaning
standards or catering menu’s the next. Services have to be managed to reach or exceed specified
standards.
Concentration can be required for several hours during meetings, seminars, training, report writing, project
work and analysis.
Interruptions - are constant, ability to multi task is essential as is the ability to switch to another field
instantly. There are competing demands from staff, customers, contractors and suppliers and continuous
requests for advice, support and direction from customers and staff.
There is a requirement to deal with emergency situations eg fire, flood etc and give direction and support to
staff in these situations.
Post is on call during the evening and weekends for domestic and security problems and to support the
Estates Manager in an emergency. Out of hours calls average 1-2 per month.
Emotional Effort
There is potential conflict when dealing with customer expectations against the constraints and scope of
the service provision and budgets. There is often conflict between customer expectation and competing
demands of budget. Nature of post requires an outward facing customer driven attitude and a positive,
supportive approach has to be used when dealing with issues from customers.
Development of Accommodation Services staff is very demanding and requires persistent effort, daily
emotional support and encouragement is required and there can be frequent performance issues to be
dealt with.
Dealing with physically abusive people is rare but there are occasions when there is the need to deal with
threatening or abusive customers or staff.
Empathy is required to deal with both team members and customers in various buildings as they
experience and adapt to change;
Dealing with contentious or sensitive issues in a fair and consistent manner across various operational
groups and services.
12.
ENVIRONMENTAL / WORKING CONDITIONS & MACHINERY AND EQUIPMENT
General office conditions apply, occasional exposure to cold conditions, car parks, constructions sites,
walk in freezers. Dealing with flood, fire, plumbing and domestic issues there is the potential for the
requirement to be dealing with effluent, excessive water untreated blood products etc but this exposure is
rare. Use of computer for 60% of working day.
Requirement to audit waste disposal sites (clinical, recycled and confidential) to ensure “Duty of Care”
compliance.
13.
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QUALIFICATIONS AND/OR EXPERIENCE SPECIFIED FOR THE POST
Educated to degree-level or equivalent in a relevant discipline (Estates, Facilities Management,
Business Management), Member of British Institute of Facilities Management (BIFM) holding BIFM
Parts 1 & 2 desirable.
Diploma in sustainable waste management level 2.
Minimum of 5 years experience of multi-functional customer service delivery and contract
management, together with proven project management skills.
Minimum of 3 years financial management experience with budget responsibility of not less than
£1Million.
Minimum of 5 years general staff management experience, together with proven well developed interpersonal, communications, negotiation and decision making skills.
Demonstrable ability to lead and motivate diverse Soft FM team to achieve results
Computer literate, with at least 3 years experience of working in a Microsoft Office environment,
competence in using Word and Excel is a prerequisite of the post.
14.
JOB DESCRIPTION AGREEMENT
A separate job description will need to be signed off by each jobholder to whom the job description
applies.
Job Holder’s Signature
Date
Head of Department
Signature
Date
Title
HR Department will check job description format and content and then send the job description to
the AfC Team
HR Representative’s Signature
Date Job Description Agreed:
Summary of Key Terms and Conditions of Post
Division/Department:
Facilities Management
Location:
Gyle Square, Edinburgh & Meridian Court, Glasgow
Job Title & AfC Pay Band:
Accommodation Services Manager – Band 7
Salary/Salary Scale:
£31,072 - £40,964 per annum
Conditions of Service:
Your terms and conditions of service are in accordance with the Agenda for
Change Terms and Conditions Handbook. Agenda for Change comprises a
new National pay system and job evaluation scheme for the Health Service, a
harmonised set of terms and conditions of employment and a new Knowledge
and Skills Framework which was introduced across the NHS from 1st
December, 2004.
Hours of Duty:
The standard full-time hours for NHS staff are 37.5 hours, exclusive of meal
breaks, normally to be worked over 5 days per week. The hours of this post
are 37.5.
Annual Leave:
The annual leave arrangements are:
o
o
o
27 days (202.5 hours) on commencement
29 days (217.5 hours) after 5 years’ service
33 days (247.5 hours) after 10 years’ service.
8 public and statutory holidays are also available within the leave year.
Superannuation:
(NHS Pension Scheme)
Employees will be automatically superannuated under
the terms of the National Health Service Superannuation Scheme,
unless they formally elect to opt out of the scheme.
Any queries on whether or not pension rights are transferable should be
addressed direct to the Scottish Public Pension’s Agency, Health Service
Branch, 7 Tweedside Park, Tweedbank, Galashiels, TD1 3TE.
Medical Assessment:
Appointment to this post will be subject to satisfactory medical clearance. The
successful candidate will be required to complete a pre-employment health
declaration form and, where appropriate, undergo a health assessment by the
Occupational Health Service.
Summary of Key Terms and Conditions of Post (cont.)
Knowledge and Skills
A new NHS Knowledge and Skills Framework will be applied
Framework:
to all jobs covered by Agenda for Change. Under the Knowledge and Skills
Framework, staff will have annual development reviews, which will result in the
production of a personal development plan.
NHS NSS is committed to promoting continuous staff development and a
number of divisions have Investors in People accreditation. There is equal
access to training for all staff.
Equal Opportunities Policy:
NSS is an Equal Opportunities employer and the policy applies to all
aspects of employment.
Smoking Policy:
We operate a No Smoking Policy.
PERSON SPECIFICATION
This form must accompany the Job Description to which it refers.
Job Title
Accommodation Services Manager
Job Reference
G22772
AfC Band
Band 7
Requirement
Essential
Desirable
QUALIFICATIONS
Educated to Degree level
Desirable
Diploma in sustainable waste
management level 2
Desirable
TRAINING
Cleanliness champion training.
Essential
British Institute of Cleaning
Science (BICS)
Desirable
EXPERIENCE
Significant experience of
customer service delivery
working in a similar role.
Essential
Experience of completing
cleaning audits.
Significant experience of
managing staff and external
contractors
Desirable
Essential
PERSONAL QUALITIES
Self Motivated
Essential
Ability to make decisions and
use own initiative
Essential
Prepared to learn new skills
Essential
GENERAL
Excellent communication skills
with the ability to converse
with a diverse range of people
at all levels.
Essential
Ability to process and interpret
complex information.
Essential
Strong prioritisation skills and
ability to manage own
workload.
Essential
Ability to use various systems
e.g Microsoft, excel, MASS,
Access Control, SSTS
Must Possess a UK driving
License
Essential
Essential
NATIONAL SERVICES SCOTLAND
STAFF BENEFITS PACKAGE
Working for the NHS provides individuals with excellent career prospects and access to a wide range
of jobs. NHS National Services Scotland employs approximately 3,500 staff working in a number of
locations across Scotland.
Some of the benefits of working for NHS National Services Scotland are:-

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A minimum of 27 days annual leave (pro rata) increasing with service
Eight public holidays (pro rata) per year
Access to flexible, family friendly working arrangements
Membership of the NHS Scotland superannuation scheme. Membership also includes a lump
sum death in service benefit.
Excellent training and development opportunities
Season Ticket Loan Scheme
Childcare Voucher Scheme
Cycle to Work Scheme
Access to national and local staff discounts and promotions
Occupational Health Service
Employee Counselling Service