Service Manager Emergency Department

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Please note in order to progress your application, your data will be processed by our 3rd party recruitment providers - North London Partners Shared Service, who conduct recruitment activities on behalf of Whittington Health NHS Trust.

For our current apprenticeship vacancies, please go to https://www.gov.uk/apply-apprenticeship and use Keyword 'Whittington'

By applying for this role, you accept in the event you are successful that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which is aimed at saving you time and improving efficiencies within the NHS when your employment transfers.

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. Further guidance can be found in the NLPSS Applicant Toolkit https://royalfree.pagetiger.com/cuuomnr/1.

Job overview

The Service Manager role is a full time position, reporting to the General Manager - Emergency and Urgent Care / Medical Specialties of the ICSU. The Service Manager will support the effective and efficient operational management of the ICSU, ensuring delivery of high quality patient care services and effective use of the resources available.

This will include working closely with the clinical team to manage the day to day operational issues and meeting of operational targets within the selected specialities. This will also include the effective co-ordination of the team, management of budgets (including income), contracts, and agreed performance objectives. It will also involve working closely with the clinical leads on business planning and the development and continuous improvement of patient care processes.

Main duties of the job

Support of the senior operational team to manage the operational aspects of the ICSU encompassing the management of all resources and the monitoring and achievement of agreed performance objectives within the context of National and Trust frameworks.

In conjunction with Clinical leads and Matrons consider, plan and implement change to ensure continuous service and efficiency improvements to enhance the patient care services provided by the department.

To line manage administrative and support teams within the service / ICSU.

Ensure appraisal and mandatory training requirements for all staff within these teams are met and to work with clinical colleagues to ensure mandatory training and appraisal requirements are met for the relevant services. Manage performance targets and waiting lists within the area of responsibility to ensure that Trust and external standards are understood and adhered to and that performance reports are produced to ensure ICSU and service compliance.

Continually monitor demand and capacity of the services identifying areas of risk.

Support the governance arrangements within the directorate including audit, complaints, incidents, risk and health and safety.

Investigate patient complaints related to area of responsibility and respond in line with Trust standards.

Review and manage delegated budgets within own area of responsibility and to ensure budgets are controlled and savings plans are delivered.

Working for our organisation

We have an excellent reputation for being innovative, responsive and flexible to the changing clinical needs of the local population. We are treating more patients than ever before and are dedicated to improving services to deliver the best for our patients.

Our mission
Helping local people live longer, healthier lives.

Our vision
Provide safe, personal, co-ordinated care for the community we serve.

Our goals
We have developed six key strategic goals to make sure we continue to support people to live longer, healthier lives.

To secure the best possible health and wellbeing for all our community

To integrate and coordinate care in person-centred teams

To deliver consistent, high quality, safe services

To support our patients and users in being active partners in their care

To be recognised as a leader in the fields of medical and multi-professional education, and population-based clinical research

To innovate and continuously improve the quality of our services to deliver the best outcomes for our local population

Our values underpin everything we do. Our staff are committed to delivering the following values in everything they do.

Our ICARE values have been created by our staff and are embedded in our appraisal and planning processes and form part of our staff excellence awards.

Detailed job description and main responsibilities

Responsible for budget and associated physical resources of a service(s)/specialities.

Responsible for the performance, quality and workforce of a service(s)/specialities

Responsible for the recruitment, line management of the Deputy Service Managers

Responsible for appraisal, staff development and performance

Responsible for implementing service development within a service(s)/specialities.

Operates with some independence, manages a service, operates using organisational policies.

Responsible for undertaking any duties commensurate with the grade as agreed and delegated by your manager.

Please see the Job description for further details.

Person specification

Qualifications and Knowledge

Essential criteria

• First degree (BA / BSc) or equivalent experience
• Knowledge of health service management, including change management and workforce redesign
• Detailed knowledge of the NHS in the acute sector with up to date knowledge of Emergency and Integrated Medicine
• Evidence of CPD and commitment to future career development

Desirable criteria

• Management qualification

Previous experience

Essential criteria

• Experience within the Healthcare sector at junior management level
• Proven track record of monitoring healthcare targets
• Experience of delivering service change within an NHS setting
• Experience of managing performance issues
• Experience in staff management or leading a team

Desirable criteria

• Experience of reporting on complex performance management information
• NHS experience
• Introducing new ways of working
• Project management
• Budget Management including monitoring and identifying savings

Skills

Essential criteria

• Excellent communications skills, both written and oral
• Understanding of national NHS policy and targets
• Well-developed IT skills, particularly word and excel
• Numerate, with excellent analytical skills/ability to understand and produce statistical information to use in problem solving
• Negotiation skills
• Ability to manage time/priorities
• Ability to assess competing demands on service to support business planning
• Ability to manage conflict
• Ability to present complex data
• Track record of delivering to deadlines
• Ability to motivate staff

Desirable criteria

• Track record of identifying problems and proposing and implementing solutions.
• Ability to understand complex financial and clinical data

Apititudes, personal characteristics

Essential criteria

• Evidence of being a team-player but able to stand back when necessary
• Logical thinker with evidence of delivery
• Logical thinker with evidence of delivery
• Business focused
• Sensitive to clinical and political demands
• Ability to evidence/demonstrate key values and behaviours in line with the Trust I.CARE Values

Desirable criteria

• Proven influencing skills

SAFEGUARDING CHILDREN AND ADULTS

To comply with the Trust's Safeguarding Children and Adults policies, procedures and protocols. All individual members of staff (paid or unpaid) have a duty to safeguard and promote the welfare of children, young people and vulnerable adults This will require you to:

• Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children and young people.

• Ensure you are familiar and comply with the London Multi Agency Safeguarding Vulnerable Adults Pan London Procedures.

• Ensure you are familiar and comply with local protocols and systems for information sharing.
• Know the appropriate contact numbers and required reporting lines.
• Participate in required training and supervision.
• Comply with required professional boundaries and codes of conduct

Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.

Your application form -

1. Provide only business email address for your referees - we are unable to request references from yahoo, Hotmail, Gmail accounts.
2. Make sure you to include all evidence of where you meet the essential requirement on the jobs description as this forms the base of our shortlisting criteria.

Our processes -

1. Closing dates are given as a guide; we are within our right to close adverts early so please ensure you submit your application as soon as possible to avoid delay.
2. If you do not hear from us up to 3 weeks after the closing date of the job unfortunately this means you have not been successfully shortlisted for interview. If your require feedback on your application please contact the appointing manager detailed in the body of the advert.
3. Please check your emails regularly as all correspondence from us will be via trac.systems - occasionally these emails will go into your Junk folder.
4. Employment at Whittington Health is offered subject to successful completion of a 6 month probationary period for all staff with the exception of GMC Registered Doctors.

Other important information -

• Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. Before submitting your application and to avoid disappointment please check that you are eligible under the UKVI points based system.
• Applications are welcome from people wishing to job share or work flexible patterns. We are committed to equal opportunities.
• In submitting an application form, you authorise Whittington Health NHS Trust to confirm any previous NHS service details via the Inter Authority Transfer (IAT) process should you be appointed to the post.

If you are offered a role with one of the NLPSS partner trusts, as part of pre-employment checks your identity and right to work documentation will be verified remotely (in most circumstances), using a certified identity verification service provider TrustID. You will be asked to capture an image of the relevant documents as well as a "selfie" using your smartphone/tablet (if available) for facial matching. TrustID will also perform a digital address check using Trunarrative and Equifax, which is a soft check and does not leave a footprint on your credit rating. For more information, visit www.trustid.co.uk

Please note that during the recruitment process your Identity Documentation (i.e. passport, driving licence, visa, etc.) will be scanned using a device which recognises UV, Infrared and Machine Readable Zone security features of the documents provided

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.

We would welcome applications from individuals who are from underrepresented groups in the organisation

Employer certification / accreditation badges

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

• ED SM JD (PDF, 264.4KB)
• Whittington Probationary Policy (PDF, 298.0KB)
• Whittington Employment Promise (PDF, 22.4KB)