Job summary
We are looking for an experienced, highly motivated Service Manager to work within the National Gender Dysphoria National Referral Support Service (GDNRSS). The GDNRSS is a forward thinking team in a growing and exciting area within the NHS.
Developed in conjunction with NHS England, GDNRSS is within the Clinical Services Directorate and provides referral support for gender dysphoria services across England, Scotland, and Wales. The post holder will need to be able to work with a wide range of stakeholders and be willing to travel to meet with customers across a wide geography.
The ideal candidate will have significant experience working with a large group of stakeholders, ability to work independently and quickly respond to changing needs and strong leadership and management skills.
Due to the nature of the work within the service and our growing team, you will need to easily adapt to new ways of working within an evolving environment, be able to make things happen and quickly with a positive and proactive attitude. In return, you will have an opportunity to help shape a changing and ambitious team that will support you in your development and career needs and aspirations.
The post holder will need to be able to cover core service hours Monday to Friday. Please refer to the Job description and the Person Specification for details of the role and the skills, qualifications and experience required.
Main duties of the job
The post holder will be responsible for the operational management and improvement of services. The role involves working in partnership with the Head of Service & Service Clinical Lead in delivering an effective and efficient operational service whilst ensuring that the workstream is planned and managed effectively to ensure successful service delivery against agreed outcome measures, service level agreements, key performance indicators and performance targets activity whilst actively promoting NHS Arden & GEM Services.
The post holder will oversee the allocation of resource across the service in collaboration with the Head of Service. This will include the rota management, demand and capacity modelling, overseeing recruitment and retention of workforce and performance and sickness related issues. In addition, the post holder will act as a point of escalation for staff within the service to ensure smooth delivery of service as well as addressing any non-clinical issues impacting on service deliverability (e.g., Estates/IT/web-based infrastructure).
There is also a need to contribute significantly to effective stakeholder management, ensuring contract delivery and high levels of satisfaction.
About us
We are a multi award-winning organisation that has achieved the prestigious Investors in People Gold Award for 'We invest in people' and 'We invest in wellbeing' and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.
We reward the hard work and commitment of our people with the following benefits:
- A competitive salary with annual pay reviews
- A generous annual leave entitlement starting at 27 days
- Membership of the NHS Pension Scheme
- Flexible working and family friendly policies, including enhanced parental leave and pay
- A wide range of in-house and external learning and development opportunities
- Access to salary sacrifice and discount schemes
- Access to employee assistance and occupational health services.
Job description
Job responsibilities
- To provide operational leadership for the service with the Head of Service and the Service Clinical Lead, to ensure the effective provision of high quality, safe, effective referral management systems/services against agreed outcome measures, service level agreements, activity, and financial targets.
- To provide strong visible, inclusive, and compassionate leadership across the Service.
- The post holder will be required to present, communicate, and provide highly complex information to a wide range of internal and external stakeholders.
- To ensure that effective strategies are in place for the Service and that key elements of the service are joined up within AGEM business plans.
- Interpret highly complex national guidance and policy to support service delivery.
- Plan, develop and evaluate methods and processes for gathering, analysing, interpreting, and presenting highly complex data and information.
- To lead on the productivity and efficiency outcomes for the Service and the implementation of robust improvement plans.
- To ensure processes and systems are in place to monitor the performance and activity of the service.
- In collaboration with the Head of Service and Service Clinical Lead promote effective structures and processes and a culture of delivery and collective working and ensure robust communication systems exist for the dissemination of information to Teams.
- To work in conjunction with colleagues to introduce systems that ensure the collection and analysis of complex data.
- Ensure standard operating procedures are applied within the team, highlighting instances where these need to be reviewed or amended.
- Lead on performance improvement, taking a lead for identified areas where agreed, and overall day to day management of administration team performance as required.
- Work with members of the team to develop and implement project data collection systems that will provide accurate and timely data.
- To line manage the administration team and ensure that all management duties are carried out and recorded on the relevant systems in line with internal policies and procedures e.g. sickness reporting, appraisals, annual leave.
- Target resources, monitor, implement and evaluate tasks/projects by providing high quality support including complex information and analysis, communications and stakeholder management.
- Contribute to the communication of information, risks, issues and dependencies, including briefings and reports to project teams, sponsors and a range of internal and external staff.
- Ensure accurate and open communication and co-ordination with a range of organisations and individuals, researching and drafting correspondence and papers and ensuring the management of specific tasks, lead reporting and analysis across a range of specialties, functions and projects.
- Provide non- clinical support directly to patients and support the administrative team to manage complex conversations. To act as a point of escalation to the administrative team.
- Ensure that the portfolio of tasks/projects is planned, managed and delivered effectively.
- Manage all recruitment processes required within the service, attending interview panels where required.
- Responsible for preparation of correspondence and complex papers, as directed by Head of Service.
- Participate in relevant internal and external working groups/projects, services, and initiatives which may be highly complex, sensitive, political, and contain contentious information with the aim of providing information and analytical advice to the teams.
- The post holder will always adhere to the service guidance, and work within established policies, procedures, protocols and systems ensuring quality standards and performance as directed by Line Manager.
- Undertake complex and detailed information analysis of specific projects/reports requiring high levels of concentration.
- Organise, gather and analyse information to predict/meet future organisational and team needs by identifying best professional practice.
- Monitor and tracking risks and issues including proactive resolution and escalation processes.
- Ensure that data collected is analysed, reported by the team as appropriate and monitor the processing of data and information.
- Work with members of the team and key stakeholder to investigate the causes of any variance from plan/delivery targets and contribute to the implementation of solutions.
- Support the development of internal and external communications where required by regular contact with the teams, stakeholders and Communications team.
- Agree and deliver against organisational objectives, achieving quality outcomes, prioritising own workload and supporting the team to deliver within tight deadlines.
- Support and inform teams on the targeting of resources, monitoring, implementing, evaluating and delivery of plans by providing sophisticated, high-quality information and analysis.
- To ensure compliance with all statutory and mandatory training.
- Support training and induction of new staff.
- Participate in the recruitment process of staff.
- Contributes to ensuring there are processes in place for spreading and sharing learning and outcomes.
- The post holder will carry out any other duties as may reasonably be required by their line manager.
Job description
Job responsibilities
- To provide operational leadership for the service with the Head of Service and the Service Clinical Lead, to ensure the effective provision of high quality, safe, effective referral management systems/services against agreed outcome measures, service level agreements, activity, and financial targets.
- To provide strong visible, inclusive, and compassionate leadership across the Service.
- The post holder will be required to present, communicate, and provide highly complex information to a wide range of internal and external stakeholders.
- To ensure that effective strategies are in place for the Service and that key elements of the service are joined up within AGEM business plans.
- Interpret highly complex national guidance and policy to support service delivery.
- Plan, develop and evaluate methods and processes for gathering, analysing, interpreting, and presenting highly complex data and information.
- To lead on the productivity and efficiency outcomes for the Service and the implementation of robust improvement plans.
- To ensure processes and systems are in place to monitor the performance and activity of the service.
- In collaboration with the Head of Service and Service Clinical Lead promote effective structures and processes and a culture of delivery and collective working and ensure robust communication systems exist for the dissemination of information to Teams.
- To work in conjunction with colleagues to introduce systems that ensure the collection and analysis of complex data.
- Ensure standard operating procedures are applied within the team, highlighting instances where these need to be reviewed or amended.
- Lead on performance improvement, taking a lead for identified areas where agreed, and overall day to day management of administration team performance as required.
- Work with members of the team to develop and implement project data collection systems that will provide accurate and timely data.
- To line manage the administration team and ensure that all management duties are carried out and recorded on the relevant systems in line with internal policies and procedures e.g. sickness reporting, appraisals, annual leave.
- Target resources, monitor, implement and evaluate tasks/projects by providing high quality support including complex information and analysis, communications and stakeholder management.
- Contribute to the communication of information, risks, issues and dependencies, including briefings and reports to project teams, sponsors and a range of internal and external staff.
- Ensure accurate and open communication and co-ordination with a range of organisations and individuals, researching and drafting correspondence and papers and ensuring the management of specific tasks, lead reporting and analysis across a range of specialties, functions and projects.
- Provide non- clinical support directly to patients and support the administrative team to manage complex conversations. To act as a point of escalation to the administrative team.
- Ensure that the portfolio of tasks/projects is planned, managed and delivered effectively.
- Manage all recruitment processes required within the service, attending interview panels where required.
- Responsible for preparation of correspondence and complex papers, as directed by Head of Service.
- Participate in relevant internal and external working groups/projects, services, and initiatives which may be highly complex, sensitive, political, and contain contentious information with the aim of providing information and analytical advice to the teams.
- The post holder will always adhere to the service guidance, and work within established policies, procedures, protocols and systems ensuring quality standards and performance as directed by Line Manager.
- Undertake complex and detailed information analysis of specific projects/reports requiring high levels of concentration.
- Organise, gather and analyse information to predict/meet future organisational and team needs by identifying best professional practice.
- Monitor and tracking risks and issues including proactive resolution and escalation processes.
- Ensure that data collected is analysed, reported by the team as appropriate and monitor the processing of data and information.
- Work with members of the team and key stakeholder to investigate the causes of any variance from plan/delivery targets and contribute to the implementation of solutions.
- Support the development of internal and external communications where required by regular contact with the teams, stakeholders and Communications team.
- Agree and deliver against organisational objectives, achieving quality outcomes, prioritising own workload and supporting the team to deliver within tight deadlines.
- Support and inform teams on the targeting of resources, monitoring, implementing, evaluating and delivery of plans by providing sophisticated, high-quality information and analysis.
- To ensure compliance with all statutory and mandatory training.
- Support training and induction of new staff.
- Participate in the recruitment process of staff.
- Contributes to ensuring there are processes in place for spreading and sharing learning and outcomes.
- The post holder will carry out any other duties as may reasonably be required by their line manager.
Person Specification
Qualifications/experience
Essential
- Educated to masters level in relevant subject or equivalent level of experience of working at a similar level in specialist area
- Proven experience and success working at a senior level within the NHS, leading teams and delivering services
- Proven ability to develop, monitor and manage financial plans and a good understanding of evaluating and measuring the performance of health services.
Desirable
- Experience of working within gender services.
Person Specification
Qualifications/experience
Essential
- Educated to masters level in relevant subject or equivalent level of experience of working at a similar level in specialist area
- Proven experience and success working at a senior level within the NHS, leading teams and delivering services
- Proven ability to develop, monitor and manage financial plans and a good understanding of evaluating and measuring the performance of health services.
Desirable
- Experience of working within gender services.
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.
