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 keen eye on efficiency, safety, and quality, ensuring services meet 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 to analyze data for service improvement opportunities is essential.
We're looking for someone highly self-sufficient, thriving in fast-paced environments, and not afraid to roll up their sleeves. If you're a natural leader eager to make an impact and grow within a forward-thinking, people- and patient-focused organization, we'd love to hear from you.
Experience in a similar environment is beneficial but not essential.
Interviews will be held on 13th August 2025 at our Head Office in Farnborough.
We may close this advert early if we receive a high volume 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.
Responsibilities include managing operational staff, coordinating with multidisciplinary teams, overseeing operational matters, and supporting services to maintain CQC compliance. The focus is on delivering high-quality, responsive care aligned with national UTC standards and meeting patient and contractual needs.
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 Clinical Assessment Service (CAS) and Out of Hours (OOH) provision for North Hampshire, North East Hampshire, and Farnham (NEHF), as well as Surrey Heath, 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 contracts supporting Community Hospitals OOH and Flu response. Additionally, SDC has a virtual care arm supporting patients at home.
TalkPlus provides NHS Talking Therapies for common mental health issues in North East Hampshire and Farnham, offering treatments for stress, anxiety, depression, panic, phobias, or OCD, including pathways for perinatal and military veteran referrals.
NHUC is a Disability Confident registered organization and a signatory to the Armed Forces Covenant, supporting the Armed Forces community.
Job responsibilities
Main Duties and Responsibilities
* Act as the primary point of contact between NHUC teams, NHS Trusts & Commissioners, and the wider NHUC infrastructure regarding service delivery.
* Lead training initiatives, ensuring robust induction and onboarding for new staff, with all documentation completed and filed.
* Plan ongoing training for all operational team members across UTCs, identifying specific needs and ensuring documentation is maintained.
* Review and plan UTC rotas to ensure resilient, adequately staffed services, and keep Trusts informed of rota status.
* Support training or performance-related requests, including site visits for onboarding, development, or covering absences.
* Ensure policies for consumables and estates are followed, maintaining service standards.
* Support compliance with CQC standards through training, governance, and improvement initiatives.
* Lead health & safety matters, including risk assessments and action plans at each site.
* Manage disciplinary issues with HR support.
* Ensure staff are aware of Business Continuity Plans, reviewing site-specific BCPs annually.
* Assist the Head of Service and Clinical Leads in fostering a culture of continuous learning, improvement, and effective communication.
* Support performance and quality reporting, data analysis, and risk register management.
* Handle complaints and incidents, ensuring lessons learned are shared for service improvement.
* Review patient feedback and resolve issues proactively.
* Interpret and communicate performance and quality data effectively, identifying trends and sharing insights.
* Line manage operational UTC staff, conducting appraisals and supporting development.
* Participate in operational meetings and support new service implementations.
* Work autonomously, seeking self-development opportunities.
* Perform other reasonable duties as assigned, including supporting SDC management and deputizing for the Head of Service when needed.
Information Asset Owner
* Promote a culture of effective information governance.
* Ensure staff are trained in information management and governance policies.
* Manage asset registers and seek expert advice as needed.
* Provide assurance on information risk management and compliance.
Person Specification
Knowledge, Training and Experience
* Minimum 5 GCSEs at grade 4 or above.
* People management skills, including leadership and decision-making.
* Ability to use initiative and seek advice appropriately.
* Strong organizational and problem-solving skills.
* IT literacy, including MS Office, Outlook, Excel, Word, PowerPoint.
* Experience leading teams in NHS or similar environments.
Communication Skills
* Excellent oral and written communication.
* Attention to detail and accuracy.
* Ability to work independently and prioritize tasks.
* Reliable, professional, and discreet.
* Ability to build relationships with senior managers and external partners.
Autonomy
* Self-motivated with the ability to organize and prioritize workload.
Equality and Diversity
* Commitment to equality, diversity, and inclusion.
Other
* Support learning and development.
* Reliable, responsible, and professional.
* Willing to travel between UTC sites.
Disclosure and Barring Service Check
This role is subject to a DBS check under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975.
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