South Downs Health and Care Ltd (SDHC)

Service Lead

The closing date is 15 August 2025

Job summary

As a not-for-profit GP Federation, South Downs Health and Care is slightly different in that we are not a GP Practice with our own list of patients. Instead, we provide services at scale such as out of hours NHS GP services on behalf of local practices (pre-booked appointments), Flu and Covid Vaccination Services and much more! SDHC also provide a Private GP service to the local community.

We have an exciting opportunity for a Service Lead to join our busy and friendly team.

This would be on a permanent, full-time basis. Please email the contact email address if you'd like to book a chat with Katie Collett, Operations Manager, to understand more about the hours and how it works.

You will join our team of GPs, GP Trainees, Advanced Clinical Practitioners, Vaccinators and Phlebotomists who work extremely hard in providing services to support GP Practices in East Sussex.

Main duties of the job

As a Service Lead, you will play a pivotal role in ensuring our services are safe, effective, and responsive to the needs of patients and stakeholders. You participate in operational planning, service audits, workforce coordination, and quality assurance, working closely with clinical and administrative teams to meet contractual KPIs and drive continuous improvement.

This is a key leadership position requiring excellent communication, problem-solving, and organisational skills, with the ability to manage complex service delivery in a fast-paced healthcare environment.

About us

Our vision is Better Health & Wellbeing. Today & Tomorrow.

We enjoy and value a friendly atmosphere across the company with staff who are willing to work collaboratively, with a 'can do' approach and who like to be busy. We operate a culture where staff are encouraged to be accountable and are willing to give and receive feedback directly with each other in a respectful way so that we can all learn together and from each other.

Please read the additional information provided.

PLEASE NOTE WE DO NOT PROVIDE SPONSORSHIP FOR INTERNATIONAL APPLICANTS. PLEASE DO NOT APPLY UNLESS YOU HAVE UNRESTRICTED RIGHT TO WORK IN THE UK.

Details

Date posted

22 July 2025

Pay scheme

Other

Salary

£27,415 to £31,500 a year

Contract

Permanent

Working pattern

Full-time

Reference number

B0164-25-0004

Job locations

Hillbrow Health & Wellbeing Ltd

1 Denton Road

Eastbourne

East Sussex

BN207SS


Job description

Job responsibilities

The Service Lead at SDHC is responsible for overseeing the mobilisation, delivery, and continuous improvement of NHS and Private clinical services, ensuring they are delivered to the highest standard. This role involves managing daily operations, addressing complaints and concerns, and serving as the primary liaison between contract holders and stakeholders, incorporating a strong customer service focus. The Service Lead also allocates necessary resources, including staff and facilities, to support effective service delivery and is accountable for quality assurance through collaboration with the Administration Team Lead, Operations Manager, Clinical Governance Lead, and other key personnel.

Please see the full job description and person specification.

Job description

Job responsibilities

The Service Lead at SDHC is responsible for overseeing the mobilisation, delivery, and continuous improvement of NHS and Private clinical services, ensuring they are delivered to the highest standard. This role involves managing daily operations, addressing complaints and concerns, and serving as the primary liaison between contract holders and stakeholders, incorporating a strong customer service focus. The Service Lead also allocates necessary resources, including staff and facilities, to support effective service delivery and is accountable for quality assurance through collaboration with the Administration Team Lead, Operations Manager, Clinical Governance Lead, and other key personnel.

Please see the full job description and person specification.

Person Specification

Qualifications

Essential

  • Educated to A level or equivalent.

Desirable

  • Training and or experience in Leadership & Management / Customer Services / Service development
  • Basic Life Support training

Knowledge and Skills

Essential

  • Excellent organisational skills with ability to prioritise workload and manage time effectively to meet multiple deadlines in a busy environment
  • High levels of discretion, tact and diplomacy
  • Ability to maintain confidentiality at all times
  • Ability to use own initiative and work independently in line with agreed procedures
  • Able to deal with patients/colleagues in a professional and compassionate manner
  • Able to anticipate barriers and issues and take action to mitigate risks
  • Good keyboard and IT skills including knowledge of Microsoft Office (Outlook, Word, Excel, Teams and PowerPoint as a minimum)
  • Excellent communication skills (written, verbal and listening) across a range of individuals and groups (internal and external) whether in-person or via video/audio calls
  • Excellent customer service skills
  • Able to adapt to unexpected changes
  • Willingness to undertake further training if required

Desirable

  • Knowledge of clinical governance and risk management
  • Knowledge of information governance, patient confidentiality and data protection requirements
  • Knowledge of the NHS and the challenges facing Primary Care

Experience

Essential

  • Experience of successfully delivering NHS clinical services
  • Experience of handling difficult conversations

Other

Essential

  • Ability to travel independently between locations in a timely manner as required in post
  • Reliable work record
  • DBS clearance if required
  • Flexibility to work across a rota including evenings and weekends
  • Evidence that personal behaviour reflects SDHC values at an individual and team level
Person Specification

Qualifications

Essential

  • Educated to A level or equivalent.

Desirable

  • Training and or experience in Leadership & Management / Customer Services / Service development
  • Basic Life Support training

Knowledge and Skills

Essential

  • Excellent organisational skills with ability to prioritise workload and manage time effectively to meet multiple deadlines in a busy environment
  • High levels of discretion, tact and diplomacy
  • Ability to maintain confidentiality at all times
  • Ability to use own initiative and work independently in line with agreed procedures
  • Able to deal with patients/colleagues in a professional and compassionate manner
  • Able to anticipate barriers and issues and take action to mitigate risks
  • Good keyboard and IT skills including knowledge of Microsoft Office (Outlook, Word, Excel, Teams and PowerPoint as a minimum)
  • Excellent communication skills (written, verbal and listening) across a range of individuals and groups (internal and external) whether in-person or via video/audio calls
  • Excellent customer service skills
  • Able to adapt to unexpected changes
  • Willingness to undertake further training if required

Desirable

  • Knowledge of clinical governance and risk management
  • Knowledge of information governance, patient confidentiality and data protection requirements
  • Knowledge of the NHS and the challenges facing Primary Care

Experience

Essential

  • Experience of successfully delivering NHS clinical services
  • Experience of handling difficult conversations

Other

Essential

  • Ability to travel independently between locations in a timely manner as required in post
  • Reliable work record
  • DBS clearance if required
  • Flexibility to work across a rota including evenings and weekends
  • Evidence that personal behaviour reflects SDHC values at an individual and team level

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

South Downs Health and Care Ltd (SDHC)

Address

Hillbrow Health & Wellbeing Ltd

1 Denton Road

Eastbourne

East Sussex

BN207SS


Employer's website

http://www.sdhc.org.uk/ (Opens in a new tab)

Employer details

Employer name

South Downs Health and Care Ltd (SDHC)

Address

Hillbrow Health & Wellbeing Ltd

1 Denton Road

Eastbourne

East Sussex

BN207SS


Employer's website

http://www.sdhc.org.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Operations Manager

Katie Collett

sdhc.eas-ehsb@nhs.net

Details

Date posted

22 July 2025

Pay scheme

Other

Salary

£27,415 to £31,500 a year

Contract

Permanent

Working pattern

Full-time

Reference number

B0164-25-0004

Job locations

Hillbrow Health & Wellbeing Ltd

1 Denton Road

Eastbourne

East Sussex

BN207SS


Supporting documents

Privacy notice

South Downs Health and Care Ltd (SDHC)'s privacy notice (opens in a new tab)