The Operational Manager is responsible for overseeing the day-to-day delivery of services, ensuring high-quality, efficient, and patient-focused operations. The role supports organisational objectives by managing resources, coordinating teams, ensuring compliance with regulatory standards, and driving continuous service improvement.
Main duties of the job
This role will consist of Operational management, Staff management and Leadership, Systems and Administration, Facilities & Resource Management, Health, Safety and Compliance, stakeholder Engagement.
About us
Milton Keynes Urgent Care Services, situated on the Milton Keynes Hospital site, provides walk-in minor injury and illness services as well as the GP out of hours service 24 hours a day, 7 days a week. We are a Community Interest Company, proud of the reputation we have developed for working closely with the local healthcare community to provide safe and effective care.
For the right candidate we can offer a friendly and supportive working environment, competitive employment package including access to the NHS pension scheme and opportunities for learning and development.
Job responsibilities
Key Responsibilities
* Operational Management
o Support the delivery of contractual and organisational performance targets
o Manage day-to-day operational issues and ensure timely resolution
o Coordinate services to ensure efficiency and adherence to policies and quality standards
o Produce accurate and timely operational and performance reports
o Identify and implement improvements to enhance service delivery and cost efficiency
o Lead or support operational projects as required
o Participate in the on-call rota and attend escalation meetings when necessary
o Provide day-to-day leadership to non-clinical staff
o Develop and maintain effective staff rotas to meet service needs
o Promote a patient-centred culture with high standards of service
o Support staff training, development, and performance management
o Ensure staff are trained in systems and operational procedures
* Systems & Administration
o Maintain and manage rota systems, including liaising with external providers
o Ensure accurate data collection, reporting, and record-keeping
o Manage communications including emails, calls, and internal coordination
o Support administrative functions such as patient referrals and surveys
o Oversee website updates and maintenance
* Facilities & Resource Management
o Oversee building operations including utilities, security systems, and equipment
o Monitor telephone systems and recordings in line with data protection regulations
o Ensure resources are effectively managed and maintained
* Health, Safety & Compliance
o Ensure compliance with health, safety, fire, and organisational regulations
o Maintain equipment and ensure regular safety checks (e.g. PAT testing)
o Support risk management processes and operational audits
o Assist in preparation for regulatory inspections (e.g. CQC)
o Ensure all policies and procedures are followed
* Stakeholder Engagement
o Build and maintain effective relationships within internal teams and external partners
o Attend internal and external meetings as required
* Additional Duties
o Undertake any other duties appropriate to the role
o Support organisational initiatives and continuous improvement activities
Qualifications
* PRINCE2, APM PMQ, PMP or Agile certifications or equivalent
Person Specification
* Able to use own initiative and respond to the changing demands of the service
* Able to demonstrate a maintain a polite, caring and compassionate approach to all
* Willing to undertake training required by the role
* An understanding commitment to diversity and inclusion in employment and service delivery
* Evidence of strong strategic, analytical and critical thinking skills
Experience
* Knowledge of project management, data management and analysis methods
* Demonstrable experience of successfully developing or working with impact and/or outcome frameworks and supporting individuals and organisations to use them effectively
* Proven ability to work with a range of stakeholders and manage complex information sources to achieve positive outcome
* Previous experience of rota management
* Experience of working with IT systems
* Experience of contributing to the management of feedback and complaints
* Experience of supporting the delivery of appraisals for an identified group of staff
* Awareness of HR processes and procedures staff groups
* NHS or equivalent public sector experience
* Experience of working with an electronic clinical system
* Experience if safeguarding children and/or vulnerable adults
* Experience of IG legislations and regulations
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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