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PFI Soft Services Monitoring Manager

NHS AfC: Band 5

Main area
Estates & Facilities Department
NHS AfC: Band 5
  • Full time
  • Flexible working
37.5 hours per week
Job ref
Norfolk & Norwich University Hospital
£27,055 - £32,934 per annum, pro rata
Salary period
24/03/2023 23:59
Interview date

At NNUH it is our privilege to provide healthcare to over one million people across Norfolk and surrounding areas. Our vision is to ‘provide every patient with the care we want for those we love the most’, and if this inspires you and you share our values, we really want you to join our team. 

Our values support our vision and guide the behaviour of everything we do, these are:


We look after the needs of our patients, carers and colleagues, to provide a safe and caring experience for all.


We act with care, compassion and kindness and value others’ diverse needs.


We take an honest, open and ethical approach to everything we do.


We work as one team and support each other to maintain the highest professional standards.


We continuously learn and improve to achieve the best outcomes for our patients and our hospital. 

Wish you were here? So do we.

We want all our staff to achieve a balance between work and personal life and understand how important flexible working can be.  We welcome applications on a full or part time basis, various shift patterns and hybrid working, where roles allow.


Job overview

The Estates and Facilities dept. is looking for an exceptional individual to undertake the role of PFI Soft Service Monitoring Manager.

As the successful candidate will be required to work closely with and oversee the PFI monitoring team, liaising with the PFI Soft FM Contract Manager and when necessary, the Deputy Director to ensure all Soft FM services are delivered by the FM Provider in a safe, timely, efficient and effective manner in line with contract requirements and Trust needs. This will include working with and linking collaboratively with the wider Trust and external parties. You will need to be able to work under your own initiative, to tight timelines whilst linking with a wide range of stakeholders

Main duties of the job

As the successful candidate, you will:

  • Take day-to-day responsibility for the operational management, monitoring and administration of the PFI Project Agreement and Facilities Management Agreement in relation to Soft FM services
  • Continually review processes/ working practices and actively encourage an environment of innovation and continuous improvement in line with the Trust Strategy.
  • Work to ensure a high quality, efficient and effective suite of soft services for patients, staff and visitors through performance monitoring.

Working for our organisation

We can offer you the full range of NHS benefits/discounts and in addition:

  • Flexible working hours
  • Fast Track Staff Physiotherapy Service
  • Multi Faith prayer room
  • Discounted gym memberships
  • Excellent pension scheme and annual leave entitlement
  • Wagestream - access up to 40% of your pay as you earn it
  • Free Park & Ride service direct to NNUH site
  • Free 24-hours confidential counselling support
  • On-site Nursery
  • On-site cafes offering staff discounts
  • Support in career development
  • Flexible staff bank
  • Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics

Detailed job description and main responsibilities

The following skills and experience will be required and are essential for the successful candidates:

  • To ensure all Soft FM services are delivered by the FM Provider in a safe, timely, efficient and effective manner in line with contract requirements and Trust needs.
  • Where services are not delivered in accordance with Service Level Specifications, accurately record failures for processing.
  • Reviewing work schedules and working closely to drive productivity and achieve results. Working with the FM provider to promote a one team approach and to ensure that there are no barriers between teams.
  • To work independently to undertake audits, ensuring appropriate remedial action is agreed with service partners and action completed;
  • Review of service deliverables, improvements and with the support of the FM Provider, service developments that meet the needs of the Trust, particularly in relation to the patients experience and PLACE requirements.
  • To complete full data analysis to understand any service failures and trends while determining the appropriate actions/judgements that need to be made to resolve any difficulties that might arise over the provision of services and ensure that any complaints are investigated thoroughly and promptly and acted on appropriately.

Please refer to the Job Description for the full specification of responsibilities and requirements for this post.

Person specification


Essential criteria
  • Significant experience & knowledge in FM issues and services
  • Previous experience in producing reports, analysis & data utilising software systems


Essential criteria
  • Knowledge of COSHH, hygiene standards and infection control within the workplace. Understanding of NHS National Cleaning Standards and National Standards for Healthcare Food and Drink.
  • Strong capability in planning, organising and directing own workload & that of other staff


Essential criteria
  • Facilities Management Apprenticeship Degree or equivalent experience

Attitude & Aptitude

Essential criteria
  • Effective role model, demonstrating NNUH’s PRIDE values of People focused, Respect, Integrity, Dedication and Excellence
  • o Demonstrates understanding and commitment to Equality, Diversity and Inclusion

Employer certification / accreditation badges

Apprenticeships logoNo smoking policyInvestors in People: GoldStonewall Health ChampionsMindful employer.  Being positive about mental health.Improving working livesAge positiveDisability confident employerArmed Forces CovenantStep into healthNHS Pastoral CareWe offer Wagestream - A financial wellbeing benefit which lets you access your pay as you earn it.

Documents to download

Apply online now

Further details / informal visits contact

Kerry Radley
Job title
PFI Contract Manager
Email address
Telephone number
01603 646517