Service Support Manager

Job description

Job overview

Are you a confident and motivated leader who thrives in a fast-paced environment and wants to make a real difference to patient care? Join us in shaping and improving a vital service that connects patients with the care and support they need, 24 hours a day, 7 days a week.

We have an exciting opportunity for an enthusiastic, proactive and forward-thinking Service Support Manager to join our Care Coordination team, the single point of access for Adult Community Services.

In this pivotal role, you will lead and support our administrative team, ensuring the smooth and effective day-to-day running of the service. Working closely with the Admin Team Co-ordinator and the Assistant Directorate Manager(s) you will help maintain high standards, support safe and effective service delivery, and drive continuous improvement.

You will bring excellent communication and organisational skills, building strong relationships with clinical and non-clinical colleagues while supporting teamwork and service excellence.

This is a varied role where adaptability, problem-solving and the ability to thrive in a fast-paced environment are essential. You will oversee administrative processes, use electronic systems effectively and help develop the service to meet the changing needs of our patients.

If you're passionate about people, service excellence and continuous improvement, this is an opportunity to make a real difference as part of a team delivering vital community services.

Main duties of the job

To assist the Directorate Management Team in the efficient and effective operational management of resources within Adult Community Services, in order to deliver continually improving patient care.

To manage and lead the administrative staffing function to support service delivery.

Accountable for identifying and ensuring improvements in patient safety, patient experience and effectiveness of Service, including the management of Service Business Continuity Plans.

In conjunction with the Directorate Management Team, lead, and support implementation of service improvement plans.

To provide effective contribution to the delivery of the organisation's objectives.

To manage a devolved budget for a designated administrative area, ensuring efficient and effective use of resources.

To represent the Directorate Management Team at Forums, Project, and Sub-Groups.

Working for our organisation

The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve the quality of care for patients, and solve the health care problems of tomorrow. We're passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients.

We are delighted that we have been rated as "Good" by CQC. We have achieved numerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.

The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.

Detailed job description and main responsibilities

Please refer to attached Job Description/Person Specification for a full detail of the role and main responsibilities - subject to AFC matching

Person specification

Qualifications and Relevant Experience

Essential criteria

• Degree or equivalent qualification, or equivalent level of relevant knowledge and experience.
• Evidence of continuing personal development relevant to management or service delivery.
• Proficient in using Microsoft Office packages, including Word, Excel and Outlook, and other relevant IT systems to manage information, maintain accurate records and produce reports.

Desirable criteria

• Experience working within community services or demonstrable knowledge of community-based healthcare service delivery.
• Experience of coordinating or implementing projects and service improvements to support effective service delivery.

Staff Leadership and Operational Management

Essential criteria

• Previous direct line management experience, including staff supervision and responsibility for performance or staffing.
• Experience of managing day-to-day operations, coordinating resources or maintaining effective service delivery.
• Demonstrates the ability to identify and resolve operational issues and implement changes to improve service effectiveness.

Data Analysis, Audit and Performance

Essential criteria

• Demonstrable experience in data collection, analysis, audit, evaluation and/or performance monitoring.
• Ability to identify performance issues, maintain data quality and use findings to inform corrective actions and service improvements.

Communication and Influencing

Essential criteria

• Excellent written and verbal communication skills, with the ability to communicate effectively with colleagues, senior staff and service users.
• Ability to influence others, negotiate on complex matters, and manage difficult situations or conflicting priorities constructively.

Organisation and Prioritisation

Essential criteria

• Ability to manage competing demands, prioritise workloads and meet deadlines in a fast-paced operational environment.
• Ability to work independently, use initiative and exercise sound judgement to resolve operational issues and maintain service delivery.

Service Delivery, Patient Experience and Continuous Improvement

Desirable criteria

• Experience of supporting the coordination and effective delivery of services within a healthcare setting.
• Demonstrates understanding of patient experience, including responding appropriately to patient concerns, feedback or service issues.
• Demonstrates the knowledge of service improvement processes, and the ability to contribute to improving service quality, efficiency or patient experience.

Flexible Working - As a major employer in the Black Country and West Birmingham region we are committed to supporting all employees to achieve a healthy work life balance. We want the Black Country and West Birmingham region to be the best place to work and as such will consider all requests to work flexibly taking into account personal and individual circumstances alongside the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the Recruiting Manager as part of the on-boarding process.

Qualifications - Please be advised that if the post that you are applying for requires any level of qualification (e.g. A-Levels, Degree etc) or Professional Registration (e.g. Nursing and Midwifery Council, General Medical Council etc) you will be required to provide proof as part of the pre-employment process. By submitting your application you are giving the Trust permission to check the qualification certificates provided back to the source provider. Please note that a sample of all applicant's qualifications will be checked with the educational institution or provider. Furthermore, a sample of all applicants' qualifications will be checked back to the educational institution or provider to interview letters to further deter fraud.

Visa/Sponsorship Information

In line with UKVI requirements, the Trust is unable to sponsor any applicants for Skilled Woker Visas who do not meet the minimum eligibility requirements including applicable salary thresholds and concessions. Before applying, please ensure that you have the right to work in the UK, or that the role is eligible for sponsorship. For more information, please visit: