Job overview
The Site Services Manager plays a key operational leadership role within the Facilities and Patient Services function. The postholder is responsible for the day‑to‑day management, planning, and development of multiple site‑based services, ensuring they are safe, effective, efficient, and compliant with Trust policies, national standards, and statutory regulations.
This role provides strategic and operational oversight of service delivery, workforce management, budget performance, and regulatory compliance across designated service areas. The postholder will lead staff teams, ensure appropriate skill mix, maintain service resilience, and drive continuous improvement. They will also contribute to business planning, support Trust‑wide projects, collaborate with internal and external partners, and ensure high‑quality, patient‑focused services.
The role includes responsibility for financial management, achievement of KPIs, participation in tendering and contract management processes, and ensuring robust governance arrangements. The postholder will act as a key liaison point for service‑related issues and ensure that services are delivered in line with safety, quality, and performance expectations.
Main duties of the job
The postholder will provide senior operational leadership and day‑to‑day management of key Patient Services functions at Westmorland General Hospital, ensuring services are safe, compliant and effectively delivered. This includes oversight of Switchboard, Bleep systems, Accommodation, Car Parking and General Office activities.
Main duties include:
* Managing the efficient and safe operation of the hospital switchboard, including emergency calls, major incident alerts and internal/external enquiries
* Overseeing the bleep system, ensuring allocation, maintenance, accuracy and resilience to support emergency response functions
* Leading the management of on‑site accommodation, ensuring safe allocation processes, compliance with health and safety standards and effective liaison with Estates
* Overseeing car parking operations, including permit administration, appeals, policy compliance, enforcement processes and income protection
* Providing governance and operational oversight of General Office functions, including cash handling, patient valuables, outgoing mail and financial processes
* Leading, developing and supporting staff across service areas, ensuring safe staffing, effective rotas, training and performance management
* Managing delegated budgets, monitoring expenditure, protecting income streams and ensuring adherence to Standing Financial Instructions
* Monitoring service performance, identifying risks, implementing improvements and supporting Trust‑wide operational priorities
Working for our organisation
Why Choose OneLSC and University Hospitals of Morecambe Bay NHS Foundation Trust:
* A vibrant, diverse, and inclusive healthcare community
* Cutting-edge facilities and technology
* Opportunities for continuous professional development
* A culture that values and recognizes your contributions
We operate from three main hospitals-Furness General Hospital (FGH) in Barrow, the Royal Lancaster Infirmary (RLI), and Westmorland General Hospital (WGH) in Kendal, as well as a number of community healthcare premises including Millom Hospital and GP Practice, Queen Victoria Hospital in Morecambe, and Ulverston Community Health Centre.
FGH and the RLI have a range of General Hospital services, with full Emergency Departments, Critical/Coronary Care units and various Consultant-led services.
WGH provides a range of General Hospital services, together with an Urgent Treatment Centre, that can help with a range of non-life threatening conditions such as broken bones and minor illnesses.
All three main hospitals provide a range of planned care including outpatients, diagnostics, therapies, day case and inpatient surgery. In addition, a range of local outreach services and diagnostics are provided from community facilities across Morecambe Bay.
Detailed job description and main responsibilities
The postholder will be responsible for the strategic and operational delivery of a range of Patient Services at Westmorland General Hospital, ensuring they are safe, efficient, financially robust and aligned with Trust policies, statutory requirements and national standards. The role carries significant responsibility for service continuity, emergency response functions, workforce leadership and governance.
Switchboard & Emergency Communications
* Provide operational leadership for the Switchboard team, ensuring 24/7 delivery of a safe and responsive service.
* Ensure accurate handling of emergency calls, including cardiac arrest, trauma, fire, major incident and critical communication alerts.
* Maintain service resilience through training, performance monitoring, rota management and escalation pathways.
* Work with IT, Estates and clinical teams to support system upgrades, downtime plans and incident reporting.
Bleep System Management
* Oversee allocation, maintenance and governance of the bleep system.
* Ensure accuracy of messaging, database upkeep and distribution protocols to support emergency and on‑call functions.
* Work with clinical and operational teams to ensure resilience, continuity and audit compliance.
Staff Accommodation
* Manage the allocation and operational running of staff accommodation, ensuring compliance with fire safety, infection prevention and health & safety requirements.
* Oversee tenancy processes, room inspections, maintenance reporting and contractor liaison.
* Ensure accommodation availability supports Trust workforce needs, including locums and key clinical staff.
Car Parking Services
* Lead the administration and governance of Trust car parking processes, including permit management, appeals, parking enforcement and adherence to policy.
* Ensure income protection and audit compliance for all parking‑related revenue.
* Liaise with Estates, Security and external stakeholders to support safe site access and flow.
General Office Responsibilities
* Provide oversight of General Office functions, including cash handling, banking, patient cash/valuables, outgoing mail and associated record‑keeping.
* Ensure robust financial governance in line with SFI requirements.
* Review and update procedures, ensuring compliance and audit readiness.
Leadership, Workforce & Training
* Lead and support staff across all service areas, ensuring appraisals, mandatory training, performance management and wellbeing support are in place.
* Maintain effective rotas and staffing structures to ensure safe service delivery.
* Manage ER processes where required, providing clear documentation and liaison with HR and staff side.
Financial & Governance Responsibilities
* Act as budget holder for relevant service areas, ensuring effective use of resources and compliance with Standing Financial Instructions.
* Monitor income streams (e.g., accommodation and car parking), ensuring accurate reporting and mitigation of income leakage.
* Lead service audits, risk assessments, incident reviews and ensure appropriate reporting and follow‑up actions.
Service Performance, Improvement & Projects
* Monitor KPI performance for all service areas, identifying risks, trends and areas requiring improvement.
* Contribute to business planning, statutory reporting (including ERIC data), service reviews and Trust‑wide projects.
* Support compliance with CQC domains including Safe, Responsive and Well‑Led.
Cross‑Site & Multi‑disciplinary Working
* Work collaboratively with Facilities, Estates, HR, Finance, IT, clinical teams and external agencies.
* Act as the operational point of contact for service issues, escalating as appropriate and maintaining effective communication across teams.
Person specification
Qualifications
Essential criteria
* Educated to degree level or equivalent level of relevant professional experience or managerial qualification.
* Evidence of continuing professional development relevant to operational or facilities management
Desirable criteria
* Training qualification
Experience
Essential criteria
* Significant experience of managing / leading a team in a similar field (domestic, portering, waste management, catering, car parking, administration.)
* Experience of writing and developing trust policies
* Experience of managing large budgets, financial constraints and achieving challenging CIP targets. Including SFI
* Experience of developing business cases and business plans
Desirable criteria
* Management in NHS Acute Hospital environment
Skills
Essential criteria
* Specific knowledge and skills appropriate to service e.g. National Standards and legislation ,e.g. Patient-Led Assessments of the Care Environment (P.L.A.C.E), legislation (C.O.S.H.H, Health and Safety)
* Knowledge of service professional policies
* Ability to analyse data, produce reports and make informed decisions
* Ability to communicate effectively both written & verbal
* Demonstrable IT skills – use of email, word processing, internet searching
* Ability to develop and maintain professional working relationships with staff at all levels and from all backgrounds.
Desirable criteria
* Knowledge of trust policies
* Ability to develop and improve standards of service