NHUC are seeking an Operations Manager to lead and inspire our teams at Frimley and Basingstoke Urgent Treatment Centres. This is a fantastic opportunity for someone with a "can-do" attitude, who thrives on solving problems, has a proactive approach, and a passion for cultivating strong relationships both internally and with key external stakeholders.
In this role, you'll be the backbone of daily operations, ensuring our processes run smoothly while maintaining a focus on efficiency, safety, and quality, ensuring services deliver to CQC standards. You'll bring excellent communication skills and emotional intelligence to engage teams, drive collaboration, and confidently represent NHUC to partners, all aligned with NHUC values. An analytical mind is essential to analyze data and recognize opportunities for service improvement.
We're looking for someone highly self-sufficient, thriving in fast-paced environments, and not afraid to roll up their sleeves when needed. If you're a natural leader eager to make an impact and grow within a forward-thinking, people- and patient-focused organization, we would love to hear from you.
Experience of working in a similar environment would be beneficial but is not essential.
Interviews will be held on the 13th August 2025 at our Head Office in Farnborough.
We may close this advert early should we receive a high number of applications.
Main duties of the job
The Operational Manager plays a critical leadership role in the day-to-day running of NHUC's Urgent Treatment Centres, ensuring efficient service delivery, clinical safety, and an exceptional patient experience.
They are responsible for managing operational staff, coordinating with multidisciplinary teams, overseeing operational matters, and supporting services to maintain CQC regulatory compliance. Their focus is on delivering high-quality, responsive care aligned with national UTC standards and ensuring services meet the needs of our patients and contracts.
About us
North Hampshire Urgent Care Ltd (NHUC) is a Community Benefit Society, working in partnership with the NHS. NHUC provides services through two divisions: Same Day Care (SDC) and TalkPlus.
SDC offers services via the Integrated Urgent Care (IUC) contract, covering the In-Hours Clinical Assessment Service (CAS) and Out-of-Hours (OOH) provision for North Hampshire, North East Hampshire and Farnham (NEHF), and Surrey Heath, which are part of Hampshire and Isle of Wight ICB and Frimley ICB, respectively. NHUC also provides Urgent Treatment Centres at Basingstoke and Frimley Park Hospitals, along with smaller contacts supporting Community Hospitals OOH and Flu response. Additionally, SDC has a virtual care arm supporting patients at home.
TalkPlus provides NHS Talking Therapies, supporting individuals with common mental health issues in North East Hampshire and Farnham. It offers a range of treatments for stress, anxiety, low mood, depression, panic, phobias, or OCD, with care pathways for perinatal and military veteran referrals.
NHUC is a Disability Confident organization and proud to support the Armed Forces community as a signatory to the Armed Forces Covenant.
Job responsibilities
Main Duties and Responsibilities
* Act as the day-to-day point of contact between NHUC team members, NHS Trust & Commissioner stakeholders, and the wider NHUC infrastructure regarding service delivery issues.
* Lead all training activities, including ensuring robust induction and onboarding processes for new clinical and operational staff, with all documentation signed and on file.
* Plan ongoing training for all operational team members across NHUC UTCs, identifying specific requirements and ensuring documentation is complete.
* Review and forward plan UTC rotas to ensure services are resilient and appropriately staffed, keeping Trusts informed of rota status.
* Attend to other reasonable requests related to training or performance, including site visits to support new starters, staff development, or cover operational absences.
* Ensure policies and procedures for consumables and estates are followed and service standards maintained.
* Support the delivery and monitoring of UTC compliance with CQC standards, implementing improvements from action plans.
* Lead health & safety matters for each UTC, including risk assessments and action plans.
* Manage disciplinary matters with support from NHUC HR.
* Ensure staff awareness of Business Continuity Plans and oversee annual reviews.
* Assist the Head of Service and Clinical Leads in fostering a culture of continuous learning and effective communication.
* Support performance and quality reporting, data analysis, and management of risk registers.
* Assist in resolving complaints and incidents, sharing lessons learned to improve services.
* Review patient feedback proactively to resolve issues and share insights for service improvement.
* Interpret and articulate performance and quality data, identifying trends and preparing reports for external audiences.
* Line manage operational UTC team members, conducting regular appraisals and supporting personal development.
* Participate in operational meetings and support new service implementations.
* Work autonomously, aiming for continuous improvement, and participate in relevant training.
* Follow reasonable requests from senior management and collaborate with SDC operational teams.
* Deputize for the Head of Service when necessary and participate in the on-call rota for additional pay.
Information Asset Owner
* Promote a culture of effective information governance, ensuring staff understand policies and receive training.
* Manage asset registers and seek advice from experts as needed.
* Provide assurance on information risk management and compliance.
Person Specification
Knowledge, Training and Experience
* Minimum 5 GCSEs at grade 4 or above.
* Proven people management skills, including leadership, decision-making, and influencing.
* Ability to use initiative and seek advice appropriately.
* Strong organizational and problem-solving skills.
* IT literacy, including MS Office Suite.
* Experience leading teams in a busy NHS environment.
Communication Skills
* Excellent oral and written communication skills.
* High attention to detail and accuracy.
* Ability to work independently and prioritize effectively.
* Reliable and punctual, maintaining confidentiality and professionalism.
* Diplomatic, tactful, and resilient under pressure.
* Team player with strong relationship management skills.
Autonomy
* Self-motivated and capable of working independently under tight deadlines.
Equality and Diversity
* Committed to equality of opportunity and promoting diversity.
Other
* Supportive of learning and development for self and others.
* Reliable, responsible, and professional.
* Flexible and adaptable to service needs.
* Willing to travel between UTC sites.
Disclosure and Barring Service Check
This post is subject to a Disclosure and Barring Service check, in accordance with the Rehabilitation of Offenders Act 1975.
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