Job overview
An exciting opportunity has arisen to join the Patient Flow and site Operations Team in the role of Service Manager.
The Service Manager within the Site Flow & Operations Team is responsible for overseeing the daily coordination, reporting, and performance monitoring of site activity. This role ensures accurate collation and analysis of daily site figures, supports operational forecasting, and works closely with administrative and HR functions to address workforce issues, including sickness management and employee relations.
The post holder plays a key role in maintaining smooth operational flow, supporting decision-making through data insights, and ensuring compliance with organisational policies.
This role will support the Head and Deputy Head of Patient flow to deliver high quality care to our patients.
If you are an organised individual with strong admin and leadership skills, we would love to hear from you!
Main duties of the job
Operational Reporting & Data Management
1. Collate, validate, and report on daily site activity figures, ensuring accuracy and timeliness.
2. Analyse trends in site performance, identifying risks, pressures, and opportunities for improvement.
3. Produce and distribute daily, weekly, and ad hoc performance reports to operational leads and senior management.
4. Develop and maintain forecasting models to support service planning and capacity management.
5. Monitor key performance indicators (KPIs) and escalate concerns where necessary.
Service Flow & Operational Coordination
6. Support the effective flow of activity across the site by working closely with operational teams.
7. Provide insight and recommendations to improve efficiency, patient/service user flow, and resource utilisation.
8. Participate in operational meetings, providing data-driven updates and contributing to decision-making.
9. Ensure alignment between site activity, staffing levels, and predicted demand.
HR & Administrative Support
10. Work in close collaboration with administrative and HR colleagues to manage workforce-related matters.
11. Review and monitor sickness absence, ensuring accurate recording and appropriate follow-up actions.
12. Support managers in addressing HR issues, including absence management, performance concerns, and employee relations matters.
13. Assist in the handling and tracking of HR-related complaints, ensuring they are logged, investigated, and resolved in line with policy.
14. Maintain confidentiality and ensure compliance with data protection and employment regulations.
Working for our organisation
For further information about working for our Trust please visit:
Our benefits
We offer a range of benefits to support our staff including:
15. Access to the NHS Pension Scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
16. 27 days holiday rising to 33 days (depending on NHS Trust service)
17. A generous relocation package of up to 30% of salary (capped at £18k) to support with relocation expenses for hard to fill positions where relocation would be an expectation to undertake the role fully. If you would like to discuss a potential relocation package, please speak to the recruiting department/manager.
18. A variety of different types of paid and unpaid leave covering emergency and planned leave
19. Confidential advice and support on personal, work, family and relationship issues, 24/7, from our Employee Assistance Programme
20. NHS Car Lease scheme and Cycle to Work scheme
21. An extensive range of learning and development opportunities
22. Discounts on restaurants, getaways, shopping, motoring, cinema and finance from a range of providers
For further information on the fantastic range of benefits we offer please visit the Trust's dedicated Staff Benefits pages.
Detailed job description and main responsibilities
A full description of the role is available in the attachment: job description.
Please note that if a high number of applications are received this advert may close early. You are advised to submit your application at the earliest opportunity.
Working for the Trust
Across our organisation, people are guided by values that were co-developed with staff: we are kind; we are open; and we pursue excellence.
Our values play into our ambition to develop a more diverse workforce, truly representative of our communities. We welcome applications from everyone, while working with our Staff Networks - including our Race Equality, LGBTQ+, Disability and Carers Networks - to increase the number of applications we receive from different backgrounds. If there is anything we can do to make our application process more accessible to you, please contact: .
As part of seeking to become more inclusive, we will consider requests for flexible working from the start of your employment. It may not be suitable for every role, but we will try and be supportive where we can. We would encourage you to speak to the recruiting manager named within this advert to discuss any requirements you may have.
Armed Forces Friendly Employer
We are holders of the Gold Award from the Defence Employer Recognition Scheme, which is helping actively promote SaBRE - Supporting Britain’s Reservists and Employers. This means that we have made a statement of intent to support all Defence personnel, including with applications for employment.
Person specification
Experience
Essential criteria
23. Educated to Degree Level OR have equivalent experience
24. Significant administrative experience including Staff Management/ Supervisory experience
25. Previous experience of dealing with sensitive and/or complex situations.
Desirable criteria
26. Experience of dealing with a wide range of service users
27. Understanding of RTT 18 week pathway
Personal Attributes
Essential criteria
28. Self-discipline/motivated to function independently, but also able to motivate others
Skills
Essential criteria
29. Possess a range of developed communication skills
30. Able to organise and prioritise both own workload and that of others as required.
31. Have the ability to exercise sound judgement in relation to problem solving and identifying situations requiring further advice
32. Able to function effectively as part of a team.
Desirable criteria
33. Experience of managing organisational change within a team e.g. restructures, changes to job requirements.