Operations Support Manager

NHS; Swindon; On-site; GBP 31,000 - 38,000; Full time

Job summary

A leading healthcare provider in the UK is seeking an Operations Support Manager to oversee the outpatient administration team. This role involves ensuring operational efficiency, managing budgets, and leading service improvements in line with patient feedback. Candidates should have relevant experience, strong communication skills, and a degree or equivalent. This is a full-time, permanent position in a dynamic environment focused on enhancing patient care and performance indicators.

Qualifications

• Experience in managing outpatient services and performance indicators.
• Evidence of leading projects across teams.
• Proven experience in report writing and process development.

Responsibilities

• Manage day-to-day operations of outpatient administration staff.
• Ensure delivery of key performance indicators.
• Oversee budgetary practices and expenditure control.

Skills

Leading and monitoring projects

Strong communication skills

Organisational awareness

Ability to manage complex information

Motivating teams

Education

Degree or equivalent experience

Further training in a relevant area

Job description

Operations Support Manager

The closing date is 28 December 2025

To lead the day-to-day management of Outpatient Administration staff and administrative processes, supporting the Performance Operations Manager to deliver key performance indicators and enhance service efficiency.

To provide first line management of the Outpatient Supervisors, with responsibility for performance, workload management, adherence to policies, procedures and standards of customer care and quality. This post holder will manage the implementation of, and continually monitor, staff induction programmes and training requirements. In liaison with the Performance Operations Manager, ensure the appropriateness of Outpatient administrative services and performance management requirements of the Trust are met; in particular financial expenditure targets, cost control, quality, staffing and activity improvement plans.

Previous applicants need not apply.

Main duties of the job

• Support services through the production of effective systems and processes which enable the reporting of activity information by operational staff, linking, where necessary with other departments to co‑ordinate arrangements and continuous improvement.
• Provide teams with information about performance and systems and ensure that such information is clearly understood to develop ownership and commitment to service delivery.
• Support adequate controls on expenditure through the implementation of good budgetary practice for designated staff through effective monitoring.
• Produce information and reports in a timely manner which may be of a complex nature, account for performance against targets and oversee the development and delivery of action plans/processes to support improvements.

About us

Our STAR values – Service, Teamwork, Ambition and Respect – are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined‑up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives.

Job responsibilities

• Responsible for the standard and quality of the Unit Managers, requesting, analysing and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality.
• Ensure that great service is provided within the clinical unit and that patient feedback is gathered locally, analysed and improvement plans are in place to increase the patient satisfaction experience.
• Be the custodian of a brilliant experience for our patients, through the management of the unit managers/Patient Experience team, warm and engaging interaction with a smile at all times.
• Deliver a brilliant patient experience subject to patient feedback and continue to adapt and grow the experience delivery by putting the patient at the heart of everything we do.
• Please see attached Job Description for further details.

Person Specification

Education

• Degree or equivalent experience
• Evidence of further training / experience in a relevant area

Experience

• Evidence of leading and monitoring projects
• Experience of working across departmental and organisational boundaries to deliver specific targets and to improve services for patients
• Proven experience of developing administrative processes, analysing information, and report writing
• Organisational awareness
• Experience of handling complaints
• Able to lead, facilitate and motivate a wide range of teams to achieve results
• Strong communication skills with the ability to manage complex or sensitive information
• Experience of working in a management role in the NHS
• Experience and understanding of outpatient services and performance indicators

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.

Address

Great Western Hospitals NHS Foundation Trust

Salary

£31,049 to £37,796 a year pro rata

Contract

Permanent

Working pattern

Full‑time

Reference number

249-7561745-2

Job locations

Great Western Hospitals NHS Foundation Trust