Operations Support Manager | Great Western Hospitals NHS Foundation Trust

The Great Western Hospitals NHS FT; Swindon; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading healthcare trust in the United Kingdom is seeking a dedicated individual to manage the outpatient administration team. This role involves overseeing staff performance, ensuring quality and customer care standards, and enhancing service efficiency. The ideal candidate will lead initiatives to improve patient satisfaction and manage administrative processes effectively. This position is critical in delivering quality healthcare services, emphasizing the trust's STAR values of Service, Teamwork, Ambition, and Respect.

Responsibilities

• Lead the day-to-day management of Outpatient Administration staff and processes.
• Provide first line management of Outpatient Supervisors, ensuring adherence to policies.
• Manage implementation and monitoring of staff induction and training programs.
• Produce timely reports on performance against targets and develop action plans.
• Ensure quality standards and improve patient feedback processes.
• Deliver a brilliant patient experience based on patient feedback.

Job description

Overview

To lead the day‑to‑day management of Outpatient Administration staff and administrative processes, supporting the Performance Operations Manager to delivery 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.

Responsibilities

• 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 system 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, which account for performance against targets and oversee the development and delivery of action plans/processes to support improvements.
• 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 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 brilliant experience for our patients, through the management of the unit mangers/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.

Values

“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.”

This advert closes on Sunday 28 Dec 2025.