Junior Service Manager - CCGS | Chelsea and Westminster Hospital NHS Foundation Trust

Chelsea and Westminster Hospital NHS Foundation Trust; City Of London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading UK healthcare provider is seeking an operational manager to ensure quality service delivery in their CCGS service. Responsibilities include managing clinical governance, overseeing patient care, and facilitating innovation projects. Candidates should have experience in operational management and a strong commitment to service excellence. This role is based in London and offers opportunities to work with diverse communities.

Qualifications

• Hands-on operational management experience in healthcare.
• Ability to monitor quality and performance targets.
• Experience in managing complaints and communication strategies.

Responsibilities

• Provide operational management to the CCGS service.
• Be accountable for monitoring and delivery of performance targets.
• Manage innovation projects and maintain effective communication.

Job description

Responsibilities and Duties

• Provide hands‑on operational management to the CCGS service, ensuring the delivery of services in line with national service standards.
• Be accountable to the Deputy General Manager and the General Manager for the monitoring and delivery of key quality, productivity and performance targets.
• Take responsibility for the investigation and co‑ordination of complaints that are predominantly administrative/medical related working closely with the wider MDT.
• Manage and implement innovation projects to support the development of the service.
• Be responsible for effective communication, including regular team and departmental briefing.
• Promote excellent customer service and patient experience throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service.
• Support the delivery of quality and Clinical Governance objectives such as risk management and incident reporting/investigation.
• Participate in business planning ensuring multi-disciplinary involvement at specialty level in activity and development plans.
• Ensure that clinic templates, procedure schedules and rotas deliver care at times that meet service capacity and patient needs.
• Assist the Deputy General Manager in the production, implementation and revision of operational policies throughout the Directorate, instigating the changes to or implementation of policies and procedures.
• Support completion of patient and staff surveys and other feedback mechanisms, formulating remedial action plans.

About the Organization

Chelsea and Westminster Hospital NHS Foundation Trust is one of the leading providers of services for the LGBTQI+ communities including our surgical service, Chelsea Centre for Gender Surgery (CCGS), the gender dysphoria clinic “TransPlus”, trans sexual health service “56T”. Our trans services are recognised for their inclusivity & diversity and our ambition is to be the leading healthcare provider for trans and non‑binary service users in the UK, building on the specialist expertise and knowledge of our clinical teams.

Chelsea and Westminster Hospital is commissioned by NHS England to provide a comprehensive gender surgery centre including masculinising lower surgery, masculinising chest and feminising lower surgery. Our vision is for an innovative and patient‑centred service, based on the principle that patients must have equal access to surgical services whatever their gender identity with reasonable adjustments to the delivery of care to match the individual's needs and circumstances.

Our Trust is one of England's top‑performing and safest trusts. We operate two main acute hospital sites – Chelsea and Westminster Hospital and West Middlesex University Hospital – along with award‑winning clinics across North West London. Our nearly 7,500 staff care for a diverse population of 1.5m, providing full clinical services including maternity, A&E and children's services, plus specialist HIV and sexual health care. The CQC rates us Good in safety, effectiveness, care and responsiveness, and Outstanding in leadership and resource use. We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and an £80m Ambulatory Diagnostic Centre at West Mid. We are delivering sustainable healthcare through our Green Plan. In line with Greener NHS ambitions, we aim for net‑zero carbon emissions by 2045. Achieving this requires collective effort. We encourage staff to reduce their impact on carbon, waste and pollution wherever possible. Every action counts to create a healthier, more sustainable future.