Chief Customer Officer

NHS Property Services

UK wide

  • Location

    UK wide

  • Job type

    Permanent

  • Sector

    Health

  • Salary/Remuneration

    Competitive

  • Job ref

    GSe82796

  • Expiry date

    01 August 2022

  • Client

    NHS Property Services

Ref: GSe82796

NHS Property Services (NHSPS) is looking to recruit the Chief Customer Officer (CCO) to join the Executive Leadership Team (ELT). 

Since NHS Property Services (NHSPS) was established in 2013, we have seen a period of tremendous change for the NHS. From the development of the NHS Long Term Plan and new models of care to the Covid-19 pandemic and its far-reaching impact on the health system, the NHS estate has had to rapidly evolve to support NHS services and their patients.

We are part of the NHS family with 6,000 professionals supporting over 3,000 healthcare properties across England. Our purpose is to enable excellent patient care by being the best property and facilities provider to the NHS. Our services include estate strategy and optimisation, property management, facilities management, property development and construction project management. We help support millions of patients and NHS colleagues in collaboration with our 7,000 customers who range from Integrated Care Systems, health providers, charities and more.

Our culture and values seek to place our NHS colleagues and their patients, at the heart of everything we do.

NHSPS is undergoing a period of transformational change to better align its services with the needs of its customers, and this role is simultaneously focussed on operational delivery to customers, as well as leading/contributing to customer-centric change. Since our formation, our portfolio has evolved to meet changing models of care as properties need to deliver much more than in the past. We are constantly looking for ways to innovate and collaborate with our NHS colleagues locally, regionally, and nationally to support the delivery of the NHS Long Term Plan and help the NHS transform.

Our new CCO will lead a single customer and relationships function accountable for understanding current and future customer needs. Within this they will provide clear and seamless channels for customer interaction, whilst leading, supporting, and embedding a high performing customer centric culture with a clear and inspiring vision, effective implementation plans and strong team development.

As well as managing the performance of the Customer function, working collectively with members of the ELT, the CCO will jointly manage the overall performance of NHSPS and work alongside the Board to ensure the business achieves its strategic goals and delivers on commitments to the shareholder.

We are therefore looking for an experienced professional who has a genuine commitment to customers and the promotion of excellent health care services, ensuring that customers are at the heart of decision making and delivery.

Our top priorities include our people who enable this.  They encompass the ambition we have for the future; and our willingness and active ambition to innovate. Our expertise is highly valued by those we work with. We prioritise our active participation in local conversations in order to align our portfolio to emerging clinical service models and service contract needs.

We are looking for an individual with a background in customer facing operations in an environment where customer is at the heart of the organisation. With the leadership skills to provide direction, inspire and motivate our teams and critically, the ability to translate strategy into action.

This is a great opportunity to join us at a time when you can have a real and personal impact on determining our future and create an environment where our services and culture are truly customer led. You will be comfortable setting a course for success in a changing environment, balancing your drive for achieving the aims with your skills in teamworking, stakeholder management and communication both within the organisation and with our customers.

We value and promote diversity and are committed to equality of opportunity for all and appointments are made on merit.

For further information please contact our search partners at GatenbySanderson, Lucy Deane (lucy.deane@gatenbysanderson.com) or Melanie West (melanie.west@gatenbysanderson.com).

Recruitment Timetable


Closing date
Monday, 1st August 2022


Preliminary interviews
w/c Monday 22nd August 2022


Final panel
w/c Monday 12 September 2022


How to Apply

To apply for this role, please submit an up to date copy of your CV, completed fit and proper person form, along with a Supporting Statement that addresses the criteria set out in the person specification, using examples to demonstrate how you meet the essential requirements. Please provide your home, work, mobile and email contact details and let us know of any dates when you are not available or where you may have difficulty with the indicative timetable. You should also provide the names, positions, organisations and contact details for two referees, one of whom should be your current or most recent employer. If you do not wish us to approach your referees without your prior permission, please state this clearly.

Once you have submitted your application, you will receive an automated email to confirm that you have applied. If you do not receive this email, please make contact with GatenbySanderson.

Documents

  1. Fit_and_Proper_Person_Declaration - Exec.docx