Assistant Operations Manager

Cardiff and Vale University Health Board; Farnborough; On-site; GBP 37,000 - 52,000; Full time

Job summary

NHUC is seeking two Assistant Operations Managers to support the Integrated Urgent Care (IUC) service across Farnborough and Hook. You will provide day-to-day operational leadership, workforce coordination and governance support to ensure safe, effective patient care in a fast-paced 24/7 environment.

You will deputise for the Operations Manager as required, drive performance against KPIs, manage staff development and contribute to continuous service improvement within NHUC’s urgent care

Qualifications

• Good standard of education including GCSE English and Mathematics (Grade 4/C or above) or equivalent
• NVQ Level 3/4, Business Administration, Healthcare Administration or equivalent experience
• Evidence of continuing professional development, Leadership or management qualification
• NHS Leadership Academy qualification or equivalent development programme

Responsibilities

• Operational Management – Support the Operations Manager in the daily operation of the IUC service.
• Monitor service activity, identifying issues and escalating concerns appropriately.
• Assist in maintaining operational resilience across the service.
• Coordinate operational meetings and maintain action logs.
• Support business continuity and contingency planning arrangements.
• Participate in service escalation processes during periods of increased demand.
• Assist in the implementation of operational policies and procedures.
• Ensure operational information is maintained accurately and reported in a timely manner.

Skills

Operational delivery

Performance monitoring

Workforce coordination

Governance processes

Leadership

Education

GCSE English and Mathematics

NVQ Level 3/4 in Business Administration or Healthcare Administration

Leadership development qualification

Tools

Microsoft 365

Excel

PowerPoint

Job description

Are you an organised and proactive leader looking to make a real difference in urgent healthcare services?, We are seeking two Assistant Operations Managers to join our Integrated Urgent Care (IUC) team. We have one vacancy based in Farnborough and one vacancy based in Hook. These are exciting opportunities to play a key role in supporting the delivery of safe, effective and responsive patient care within a fast-paced 24/7 healthcare environment. Working closely with the Operations Manager and wider clinical and operational teams, you will support the day-to-day management of service delivery, workforce coordination, performance management, governance activities and continuous service improvement.,

• Supporting the operational running of a busy Integrated Urgent Care service.
• Monitoring performance against key targets and responding to service demands.
• Coordinating workforce planning, recruitment, onboarding and staff development activities.
• Supporting governance processes, including incidents, complaints and quality improvement initiatives.
• Assisting with operational resilience, business continuity and escalation management.
• Providing day-to-day leadership and support to staff while promoting a positive team culture.

The Assistant Operations Manager will provide operational leadership support to the Integrated Urgent Care (IUC) service, ensuring the effective day-to-day coordination of service delivery, workforce coordination, governance processes, performance monitoring and quality improvement activities.

The post holder will work closely with clinical and operational teams to support delivery of safe, effective and responsive patient care. They will contribute to service performance, support workforce management, coordinate governance activities, deputise for the Operations Manager as required and assist in implementing service developments and operational improvement initiatives. This is a substantive operational management role that plays a key part in supporting service delivery and performance. The post also provides opportunities to further develop leadership and operational management skills within a dynamic urgent care environment.

Main Duties and Responsibilities:

Operational Management – Support the Operations Manager in the daily operation of the IUC service.

• Monitor service activity, identifying issues and escalating concerns appropriately.
• Assist in maintaining operational resilience across the service.
• Coordinate operational meetings and maintain action logs.
• Support business continuity and contingency planning arrangements.
• Participate in service escalation processes during periods of increased demand.
• Assist in the implementation of operational policies and procedures.
• Ensure operational information is maintained accurately and reported in a timely manner.
• Deputise for the Operations Manager in relation to day to day operational service delivery, workforce coordination and operational escalation management during periods of absence, annual leave or meetings, escalating matters outside delegated authority as appropriate.Support the implementation of operational decisions made by the Operations Manager and Head of Service
• Escalate significant risks, workforce concerns, quality issues, and performance challenges appropriately
• Support service escalation and business continuity and service escalation responses both inside and outside normal working hours where required

People Management

• Provide day-to-day supervision and support to non-clinical staff.
• Manage day-to-day attendance matters including return to work discussions and wellbeing matters, escalating ongoing absence concerns in line with organisational policy.
• Undertake probation reviews, appraisal discussions and development conversations for delegated staff groups, escalating matters where appropriate.
• Support investigation processes relating to sickness, capability, conduct and grievances.
• Coach and support staff to achieve service objectives.
• Promote staff engagement and support a positive team culture

Workforce Coordination

• Support workforce planning activities to maintain safe staffing levels.
• Coordinate workforce deployment and Rota administration, identifying staffing gaps, supporting short term staffing solutions and escalating risks to safe service delivery.
• Coordinate recruitment, onboarding and induction processes.
• Monitor mandatory training compliance and support managers in addressing gaps.
• Assist with sickness absence monitoring and reporting.
• Maintain workforce records and support employee wellbeing initiatives.
• Coordinate staff communications and team engagement activities.

Performance and Service Improvement

• Collect, validate and analyse operational performance information.
• Monitor real-time service performance against KPIs, initiating agreed corrective actions where appropriate and escalating emerging risks to the Operations Manager.Produce regular reports relating to KPIs, workforce performance and service activity.
• Support improvement projects and service development initiatives.
• Identify trends and opportunities for service improvement.
• Support operational responses to performance deterioration
• Contribute to audits and quality improvement programmes.
• Act as a first point of contact for operational escalations, coordinating immediate responses within agreed parameters and escalating significant concerns appropriately.
• Support implementation and monitoring of action plans arising from service reviews.
• Lead specific performance improvement actions as delegated

Governance, Quality and Risk

• Support investigation and tracking of incidents, complaints and compliments.
• Maintain governance records and action trackers, monitoring progress and following up outstanding actions with relevant staff and managers.
• Assist in coordinating patient safety reviews and learning events.
• Support compliance with CQC standards and organisational governance requirements.
• Assist in maintaining local risk registers.
• Monitor completion of governance actions and elevate overdue items.
• Coordinate audits and support dissemination of learning across teams.

Resources and Facilities

• Support stock management and inventory monitoring.
• Support with medicine and equipment management whilst carrying out checks and stocking where required
• Assist with procurement processes in accordance with organisational policies.
• Coordinate maintenance requests and equipment servicing records.
• Escalate facilities issues affecting service delivery.
• Support environmental and health and safety checks

Information Governance

• Promote and maintain high standards of information governance.
• Ensure confidential information is managed appropriately.
• Support compliance with GDPR, Data Protection and organisational policies.
• Maintain accurate electronic and paper records.
• Report information governance concerns through appropriate channels

Communication and Relationships

• Develop effective working relationships with internal and external stakeholders.
• Provide administrative and operational support to meetings and working groups.
• Communicate effectively with clinical and non-clinical teams.
• Liaise with partner organisations where required.
• Provide professional and courteous support to staff, patients and visitors.

General Responsibilities

• Participate in mandatory and statutory training.
• Undertake continuing professional development.
• Work in accordance with NHUC values and behaviours.
• Undertake any reasonable duties commensurate with the role and grade.
• Good standard of education including GCSE English and Mathematics (Grade 4/C or above) or equivalent
• NVQ Level 3/4, Business Administration, Healthcare Administration or equivalent experience
• Evidence of continuing professional development, Leadership or management qualification
• NHS Leadership Academy qualification or equivalent development programme

Knowledge, Communications, Interpersonal and Personal Skills

• Understanding of operational service delivery
• Understanding of performance monitoring and KPIs
• Awareness of patient safety and clinical governance principles
• Understanding of workforce management principles
• Understanding of information governance and confidentiality requirements
• Excellent organisational skills
• Excellent verbal and written communication skills. Ability to work collaboratively, manage time effectively, and maintain professionalism.
• Strong attention to detail
• Ability to analyse and interpret information
• Ability to build effective working relationships, demonstrate professionalism, and maintain confidentiality. Shows initiative, reliability, and adaptability
• Competent in Microsoft 365 applications including Teams, Excel, Word and PowerPoint
• Self-motivated, able to work independently, organising and prioritising own workload to changing and often tight deadlines
• Flexible in approach to the needs of the service and responsive to change
• Works effectively as part of a team, supports colleagues, and contributes to shared goals
• Understands and supports principles of equality, diversity, and inclusion in the workplace.
• Understanding of NHS HR Process
• Knowledge of demand and capacity planning
• Knowledge of NHS structures and urgent care pathways
• Understanding of CQC standards and regulatory requirements
• Presentation and facilitation skills
• Ability to supervise and support staff performance
• Ability to make decisions under pressure
• Ability to manage difficult conversations professionally
• Coaching and mentoring skills, Experience working in a healthcare, urgent care or customer service environment
• Experience of coordinating teams, services or projects
• Experience producing reports and analysing data
• Experience dealing with confidential information
• Experience supporting recruitment or workforce administration processes, Experience managing operational issues within a healthcare setting
• Experience supporting staff supervision or line management
• Experience within NHS 111, IUC, Primary Care or Urgent Care services
• Experience supporting governance, incidents or complaints processes

NHUC is a not-for-profit Community Benefit Society, working in partnership with the NHS. NHUC provides services through two divisions, Same Day Care (SDC) and TalkPlus. SDC provides services through the Integrated Urgent Care (IUC) contract which covers the in Hours Clinical Assessment Service (CAS) and Out of Hours (OOH) provision for North Hampshire, North East Hampshire and Farnham & Surrey Heath places which are part of the Hampshire and the Isle of Wight ICB and Surrey & Sussex ICB respectively. We also provide an Urgent Treatment Centre at the front door of Frimley Park Hospital whilst also holding some smaller contacts supporting Community Hospitals OOH and Flu response. Finally, SDC has a virtual care arm supporting patients at home. TalkPlus provide NHS Talking Therapies, supporting people with common mental health problems in Northeast Hampshire and Farnham place. TalkPlus offers a range of treatments to people who are experiencing symptoms of stress, anxiety, low mood, depression, panic, phobias or OCD. TalkPlus has care pathways to provide timely treatment for perinatal and military veteran referrals.

NHUC is a Disability Confident registered organisation and are proud to support the Armed Forces community as a signatory to the Armed Forces Covenant. NHUC is not currently a licensed sponsorship employer. As such, we are only able to progress candidates who can demonstrate an existing right to work in the UK at the time of application.