Service Manager

UCLH (University College London Hospitals NHS Foundation Trust); Greater London; On-site; GBP 48,000 - 57,000; Full time

Job summary

University College London Hospitals NHS Foundation Trust (UCLH) is seeking an experienced operational manager to support the Infection Division, overseeing inpatient and outpatient administration teams and line managing four staff. You will report to the General Manager and drive RTT and outpatient efficiency metrics, leading improvements in patient flow on the ward.

We expect proactive, collaborative leadership, a focus on service improvement, and strong communication to support staff and

Qualifications

• Degree and/or an appropriate professional qualification or equivalent.
• Excellent IT skills including good working knowledge of MS packages.
• Previous managerial experience in a large and complex organisation preferably within the NHS

Responsibilities

• Responsible for day to day service management and to be the first point of contact for issues and queries.
• Supporting delivery of performance targets including activity and workforce
• Supporting improvement of patient flow metrics
• Lead on maximising private income streams
• Lead on outpatient efficiency streams including DNA/cancellation reductions and clinic utilisation
• Support improvement in staff and patient feedback metrics
• Line management of three Band 4 Ward Administrators and one Band 5 Administration Team Lead
• To behave in a manner that supports and inspires the more junior members of the team
• The most important skills and qualities are being organised, an excellent communicator, hard working, a receptive listener, a creative thinker and a kind person

Skills

Excellent communication skills

Prioritisation

Teamwork

Negotiation

Education

Degree or professional qualification

Tools

MS Office

Job description

Site University College London Hospitals Town London Salary £47,951 - £56,863 Per annum inclusive of HCAS Salary period Yearly Closing 30/09/2026 23:59

The use of AI is monitored and if applicants have used it, then they are required to declare this in their supporting statement.

Artificial intelligence (AI) is a set of technology that can perform various tasks that typically required human intelligence. Your application is your opportunity to demonstrate to us how you meet the requirements of the role.

We recognise that AI tools can support accessibility, equity and confidence for applicants. However, it's important that examples and responses genuinely reflect your own experience and abilities, as these will be explored further during the selection process. AI must not be used to provide misleading or false information during any stage of the application journey.

University College London Hospitals NHS Foundation Trust is committed to ensuring that its recruitment processes are carried out with integrity, transparency, and fairness for all applicants. To help maintain these standards, we ask candidates to provide accurate and truthful information throughout the recruitment process.

If incorrect or misleading information is identified, this may affect the progression of an application, any employment offer, or continued employment. As part of our due diligence, the company may verify the information provided by applicants and take appropriate act ion where necessary.

We do not charge applicants any fees at any stage of the recruitment process, including applications, interviews, sponsorship arrangements, pre-employment checks, or employment offers. All vacancies are advertised through TRAC/NHS Jobs and candidates are assessed solely on their skills, qualifications, experience, and suitability for the role. If you are asked to make a payment in connection with an NHS job opportunity, please treat this as suspicious and contact the organisation directly using the details published on our official career's website.

You will provide operational support to the Infection Division and be responsible for the performance of the inpatient and outpatient administration teams and will line manage four varied members of staff.

Reporting to the General Manager, you will lead on RTT and all other outpatient efficiency metrics. You will also be heavily involved in improving patient flow metrics on our inpatient ward.

We expect you to be hard working, engaged and supportive towards your colleagues. You will be expected to offer suggestions to improve the service, as well as supporting your teams to do the same.

Main duties of the job

• Responsible for day to day service management and to be the first point of contact for issues and queries
• Supporting delivery of performance targets including activity and workforce
• Supporting improvement of patient flow metrics
• Lead on maximising private income streams
• Lead on outpatient efficiency streams including DNA/cancellation reductions and clinic utilisation
• Support improvement in staff and patient feedback metrics
• Line management of three Band 4 Ward Administrators and one Band 5 Administration Team Lead
• To behave in a manner that supports and inspires the more junior members of the team
• The most important skills and qualities are being organised, an excellent communicator, hard working, a receptive listener, a creative thinker and a kind person

Working for our organisation

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:

• University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
• National Hospital for Neurology and Neurosurgery
• Royal National ENT and Eastman Dental Hospitals
• University College Hospital Grafton Way Building
• Royal London Hospital for Integrated Medicine
• University College Hospital Macmillan Cancer Centre
• The Hospital for Tropical Diseases
• University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.

We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.

Detailed job description and main responsibilities

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

We are a small but complex division, covering many different aspects of infectious diseases and tropical medicine. We operate an outpatient clinic as well as an emergency walk-in service, antibiotic infusion service and pre-travel clinic. We have an inpatient ward, as well as hosting the trust-wide Infection Control service, a mobile x-ray and vaccination unit and a national travel advisory service. We also host the Microbiology, Virology and Vaccination services.

We have spent many years building a tight-kinit, friendly, welcoming and warm environment to work in. As we are relatively small everybody gets to know each other which creates an open, informal and safe working culture. We believe people should enjoy their work and have fun, as well as working hard to provide a top class service.

We have an ongoing process to improve our staff’s working lives and regularly seek feedback from everyone as how to achieve this.

Come and be a part of the best NHS trust in England to work for, according to our staff*

* UCLH top trust to work at in England - In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England - for the third year in a row.

UCLH recognises the benefits of flexible working for staff - To find out more, visit: Flexible working .

To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?

Knowledge and Qualifications

• Degree and/or an appropriate professional qualification or equivalent
• Excellent IT skills including good working knowledge of MS packages

Experience

• Previous managerial experience in a large and complex organisation preferably within the NHS
• Proven experience in service improvement and development
• Proven experience in financial management
• Proven experience in effective leadership of staff
• Proven experience in the development and effective implementation of operational plans
• Demonstrate a knowledge and understanding of current issues and practices within the NHS
• A proven record of success in managing change while also developing and maintaining high standards of quality

Skills and Abilities

• Excellent communication skills, including the ability to liaise and negotiate effectively at directorate management team level
• Proven track record of working under pressure to strict deadlines.
• Ability to prioritise effectively
• The ability to work co-operatively with both clinical and non-clinical staff including other management teams of the Trust and to develop effective working relationships within the directorate
• Quality focused with an innovative approach and the ability to solve complex problems
• Evidence of political awareness and sensitivity to the high profile of the Trust
• A strong understanding of multi-disciplinary issues and commitment to multi-disciplinary working

Personal and People Development

• Strong negotiation and influencing skills with ability to motivate and engage individuals and teams
• An understanding and experience of staff and organisational development

Responsibilities towards promoting Equality Diversity and Inclusion

• Demonstratable understanding of the Equality, Diversity, and Inclusion and/or Knowledge of the NHS obligations under the Equality Act 2010 and the Public Sector Equality Duties

At UCLH, we have a real 'One Team' ethos, and our values - safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.

At UCLH we take equality of opportunity seriously and are committed to being a diverse and inclusive employer, with a culture that creates a real sense of belonging and trust. It is our fundamental aim, to recruit, retain and promote a diverse mix of people who are representative of our local communities. Applications are encouraged from candidates of all backgrounds, cultures, and perspectives to support our world class research, innovation and creativity.

UCLH recognises the benefits of flexible working for staff and has a dedicated policy which allows staff to apply for flexible working right from the beginning of employment. For more information please go to: https://www.uclh.nhs.uk/work-with-us/why-choose-uclh/flexible-working.

We offer our permanent staff an interest free season ticket loan for travel, all our staff have access to free independent and confidential support, large retail discounts, a staff discount platform, cycle to work scheme and on-site accommodation to name a few.

Additionally, UCLH Arts and Heritage’s staff wellbeing programme, Creative Comfort, offers a variety of ways to engage with the arts as a member of UCLH staff. You can try out the weekly choir, weekly art club and join the Culture Club for exclusive access to free and discounted tickets for opera, exhibitions, theatre and more.

We recognise, reward and thank colleagues by nominating them for our annual Celebrating Excellence Awards, which are funded by UCLH Charity.

We are also members of www.mytrustbenefits.co.uk/ which offers discounts on high street retail stores, offers on travel deals, and also to take advantage of cash back schemes.

You must already have the right to work in the United Kingdom or fully meet the eligibility criteria for sponsorship under the Skilled Worker visa route. We welcome applications from candidates who require visa sponsorship; however, we can only consider these where all UKVI requirements are met. Before applying, please ensure that both you and the role satisfy the relevant UK Visas and Immigration (UKVI) points‑based system criteria, as applications that do not meet these requirements cannot be progressed. For more information about the criteria, please click here

This vacancy may close before the current listed closing date. You are advised not to delay submitting your completed application.

Please note that all correspondence regarding your application will be via email. The emails will be sent to you via TRAC.jobs and not via NHS Jobs, we encourage you to check your inbox regularly.

Please note that if you have not heard from us within 3 weeks of the closing date of the advert to assume that you have not been shortlisted on this occasion.

The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.