Service Support Manager

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Fulfil your potential in hospitals that make history:

Charing Cross, Hammersmith, St Mary's, Queen Charlotte's & Chelsea and Western Eye.

With five world-renowned hospitals, Imperial College Healthcare NHS Trust is full of opportunity if you are looking to develop your healthcare career.

We are an NHS Trust of approximately 14,000 people, providing care for over a million and a half patients from north west London and beyond every year.

We have a rich heritage and an ambitious vision for the future of our patients and local communities.

With our partners, Imperial College London, and The Royal Marsden NHS Foundation Trust, we form Imperial College Academic Health Science Centre, one of 6 academic health science centres in the UK, working to ensure the rapid translation of research for better patient care and excellence in education.

We are proud of our heritage in innovation and we are early adopters of new insights in technologies, techniques and treatments for improving health.

Job overview

The Band 6 Service Support Manager (SSM) role in HPB, Upper GI, and Endo Surgery is an exciting opportunity to lead key operational aspects within the department. This position focuses on managing the administrative and scheduling functions to ensure seamless patient care, supporting the Business Manager to achieve key performance indicators across these specialised services.

As the Service Support Manager, you will play a crucial role in overseeing and refining office systems, maintaining quality standards, and enhancing patient experience. The position requires a proactive approach to planning, particularly around the 18-week delivery targets, and ensuring that capacity aligns with patient demand. You'll work closely with clinical and administrative staff to foster effective communication and teamwork, driving forward service improvements and handling patient queries with empathy and professionalism.

Additionally, you'll support workforce development, manage team performance, and collaborate on business cases that enable service growth. This role offers an excellent opportunity for those with strong organisational and analytical skills, who are keen to make a measurable impact on patient outcomes and team efficiency within a supportive, high-paced NHS environment.

Main duties of the job

To provide a comprehensive and quality administrative and scheduling service to the designated department and the patients, manage and prioritise their workload liaising closely with the other administration staff, Ward Staff and management in the Department.

Working for our organisation

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.

Detailed job description and main responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Person specification

Education / Qualifications

Essential criteria

• Educated to Degree standard or equivalent experience
• Strong Information Management Systems experience

Experience

Essential criteria

• Knowledge of key current NHS issues including 18 weeks
• Experience of using modernisation tools and service improvement techniques
• Experience of effective change management

Desirable criteria

• Experience of healthcare management

Skills / Knowledge / Abilities

Essential criteria

• An effective communicator, able to use varied and appropriate communication to deal with a variety of situations and audiences including local complaints
• Well developed analytical skills
• Expertise in Excel, including ability to create and use pivot tables
• Reliable and punctual
• Excellent attention to detail

Please ensure you check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you are shortlisted you will be contacted by email and text message (if you provide a mobile contact number).

Employer certification / accreditation badges

Applicant requirements

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.

Documents to download

• Job description (PDF, 529.5KB)
• Functional Requirements Form (PDF, 368.6KB)
• Our Strategy 2023-25 (PDF, 230.4KB)