Assistant Service Manager

NHS; Greater London; On-site; GBP 46,000 - 56,000; Full time

Job summary

A reputable healthcare institution is searching for an Assistant Service Manager at the Fertility Centre. This role involves supporting operational management, ensuring compliance with performance targets, and leading a dedicated team to enhance patient experience and service quality. The ideal candidate should possess a relevant degree and have experience managing teams in a healthcare setting. This full-time permanent position offers a competitive salary ranging from £46,419 to £55,046 annually, with opportunities to work in a dynamic healthcare environment.

Qualifications

• Experience in managing a team in a healthcare setting.
• Knowledge of NHS and private clinical service delivery.

Responsibilities

• Support the delivery of NHS and private ACU services through operational management.
• Ensure effective clinic utilisation and capacity planning.
• Assist in the production, implementation, and revision of operational policies.

Skills

Strong leadership

Excellent communication

Stakeholder engagement

Budget management

Team management

Education

Degree in health care or related field

Job description

Job Summary

The Assistant Service Manager for the Fertility Centre will be responsible for delivering high-quality and efficient patient services in defined clinical areas. The post holder will support the Operational Manager and Service Director with the operational management of the services and performance targets, including patient experience, activity of private and NHS funded treatments and maintaining a high standard of patient flow across the department.

Key Responsibilities

• Support the delivery of NHS and private ACU services through hands‑on day‑to‑day operational management, ensuring services meet expectations and taking timely corrective action where required.
• Provide management direction and leadership to administrative staff, promoting and maintaining positive working relationships with consultants, clinical teams, wards and hospital departments to ensure smooth operation of ACU.
• Assist senior managers with the investigation and coordination of complaints, ensuring corrective action is taken in response to patient feedback.
• Resolve non‑clinical issues arising on a day‑to‑day basis and escalates as appropriate.
• Attend local team meetings and cascade key messages to staff, ensuring effective communication systems are in place.
• Ensure effective clinic utilisation and capacity planning, identifying inefficiencies and lack of capacity and taking steps to address issues.
• Play a key role in ensuring effective systems of capturing high quality data are in operation and all datasets are submitted to a high level of accuracy in line with required timescales.
• Manage small service changes or assist in wider change programmes as required, ensuring thorough planning, scoping, stakeholder engagement, patient communication and resource planning.
• Proactively take steps to ensure compliance with internal and external governance and best practice requirements.
• Design and implement audits of the service.
• Assist the Head of Operations and Service Manager in the production, implementation and revision of operational policies.
• Maintain and enforce all standards of documentation on all hospital systems, including Compucare and Cerner, to ensure all care episodes are entered, kept accurate and up to date.
• Day‑to‑day supervision and management of the staff within the service to ensure delivery of an effective quality service to patients, actively managing poor behaviour, attendance, annual leave, sickness and performance in line with Trust policies.
• Manage staff rota for each area to ensure appropriate cover is provided for each service as required.
• Ensure staff are correctly trained and understand their roles and responsibilities, and are dressed in the appropriate uniform whilst at work.
• Assist in the appraisal and personal development process, setting appropriate objectives and reviewing staff as appropriate.
• Be actively involved in recruitment processes for new staff.
• Manage and monitor bank staff usage, ensuring that this is within the budget set out annually.
• Coach the team to deliver exceptional care and service, ensuring that we are meeting all expectations of the patients and consultants and delivering on any timescales promised.
• Resolve any issues and complaints raised by patients, staff or clients as swiftly as possible, and to escalates these as appropriate if this is not possible.
• Investigate and draft complaint responses on behalf of the Operational Manager and implement changes if needed.
• Attend the monthly quality meetings and make changes as necessary.
• Ensure patient satisfaction questionnaires and other feedback is collected and monitored on a regular basis.
• Work with the facilities and support team staff within the unit to ensure the highest quality service is provided to patients and clients.
• Maintain and enforce all standards of documentation on both Compucare, Cerner and Meditex to ensure that all care episodes are entered and kept accurate and up to date.
• Management of all patient information in line with data protection policies in place at the Trust, including ensuring that all patients are recorded on both on systems.
• Provide daily activity reports to the Operational Manager.
• Keep updated on all Trust Policies and procedures by attending any advertised briefings as and when they arise.
• Ensure all CCG funding requests are submitted in a timely manner.
• Support the Service Manager in overall delivery of NHS and private ACU service, providing hands‑on operational day‑to‑day management to deliver services in line with expectations, taking timely corrective action as required.

Qualifications

• Degree or equivalent qualification in health care or related field.
• Experience in managing a team in a healthcare setting.

Skills and Experience

• Strong leadership and managerial skills.
• Excellent communication and stakeholder engagement skills.
• Ability to manage budgets and staffing.
• Knowledge of NHS and private clinical service delivery.

Benefits and Working Conditions

• Band: Band 6
• Salary: £46,419 to £55,046 a year per annum incl HCAS.
• Contract: Permanent
• Working pattern: Full‑time
• Working pattern: Full‑time
• Reference number: 289-SC-215
• Job locations: Chelsea & Westminster Hospital, 369 Fulham Road, SW10 9NH.
• Some roles may require weekend shifts at multiple sites.

EEO Statement

We are committed to equal opportunities and believe diversity drives innovation and excellence. We welcome applications from the global majority, veterans and underrepresented communities, valuing the perspectives they bring. Employment is subject to a six‑month probation.

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.

Employer Details

Employer name: Chelsea and Westminster Hospital NHS Foundation Trust

Address: Chelsea & Westminster Hospital, 369 Fulham Road, SW10 9NH

Employer’s website: https://www.chelwest.nhs.uk/