Service Support Manager

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King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1.7 billion, 1.5 million patient contacts a year and more than 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.

Job overview

The Havens is recruiting a full time Band 6 Service Support Manager to join our dedicated team.
The Havens are London's Sexual Assault Referral Centre (SARC) located in Camberwell, Paddington (Ladbroke Grove) and Whitechapel, providing 24/7 (365 per year) forensic medical examinations and care to people disclosing rape or sexual assault.
This post will be predominately based at Camberwell site although regular cross site working is expected. Working pattern is Monday to Friday (excluding bank holidays) 9am to 5pm shifts, with a 12 noon to 8pm shift (maximum once per week, typically once every two weeks - at the time of publication, awaiting an implementation date)

As a Service Support Manager your role is responsible for the efficient compliance with all systems, electronic, technical, administrative and other, across the three London Haven sites ensuring that such systems enable service delivery, development and objectives, and all external requirements upon the service, are met. This includes line management for the reception staff team, the teams tasks and responsibilities including reception cover across the three sites. You will also be responsible for the day to day operational site management of one of the three Haven sites in London representing the management team as a whole in terms of service delivery and oversight of the service at that site. From time to time you may also be required to cover the day to day operational management of one of the other sites.

Main duties of the job

Responsible for the oversight and day to day efficient and effective management of the Haven sites coordinating and linking with all staff groups including clinical teams and key partners such as the Metropolitan Police.
Respond to daily problems and ensure that issues are swiftly resolved.
Working with the senior management and clinical teams to implement longer term solutions to issues raised where required.

To represent site management issues at all relevant internal and external meetings including the Havens Risk and Governance Committee, Havens Operational Group and sub-committees thereof including the Havens/Police/CPS partnership sub-committee.
Directly line manage the reception staff team which currently consists of 6 posts across the 3 Haven sites.
To write and review relevant Haven documents, such as protocols, standard operating procedures, guidance ensuring fitness for purpose, relevant involvement and input from staff and successful implementation and support to maintain the library of Haven documents in the agreed service electronic locations.
Deputise for the Quality and Operations and Manager and SARC Service Manager as and when required.
Cover for the Service Delivery Manager, Business Support in their absence, including in respect of line management of the Administrators and other admin staff not part of reception staff team.

Working for our organisation

King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of £1 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities

Main Duties and Responsibilities
1. General and Site Management
a) To be responsible for the oversight and day to day efficient and effective
management of the Haven sites coordinating and linking with all staff groups including clinical teams and key partners such as the Metropolitan Police.
b) To support day to day line management guidance to Administrators and other admin staff not part of reception staff team where requested by the Service Delivery Manager, Business Support (SDM, BS).
c) To respond to daily problems and ensure that issues are swiftly resolved.
Working with the senior management and clinical teams to implement longer term solutions to issues raised where required.
d) To highlight issues of service cover across the multi-disciplinary team,
particularly the 24/7 agreed level of forensic cover, coordinating with the clinical leads and the wider management team.
e) To represent site management issues at all relevant internal and external meetings including the Havens Risk and Governance Committee, Havens
Operational Group and sub-committees thereof including the Haven/Police/CPS partnership sub-committee.
f) Working with the Quality and Operations Manager (QOM) and SDM, BS to ensure that facilities and other resources are available to meet site service needs.
g) Ensure that delegated roles of fire officer(s), health and safety officers and other relevant corporate roles are covered within the staff team at the sites.
h) To provide high level admin support to the service in achieving and maintaining accreditation.

As part of the management team contribute to the development of service
delivery, business and other plans and support the QOM and SARC Service
Manager in the production of business cases where required. To draft all business plans related to business support systems and procurement and materials management, including new equipment SLAs.
As part of the management team represent the Havens on external bodies and meetings as agreed with the QOM and/or SARC Service Manager.
Additionally, under general management:
k) To deputise for the Quality and Operations and Manager and SARC Service Manager as and when required.
l) To cover for the Service Delivery Manager, Business Support in their absence, including in respect of line management of the Administrators and other admin staff not part of reception staff team.

2. Service Delivery and Development
a) Working in collaboration with SDM, BS taking a lead role in facilitating process improvement within the administration and systems parts of the service and wider Haven partnership including undertaking full life cycle project management responsibility where required.

b) Ensure that all systems dependent components of the Havens Service Level Agreement (SLA) are adhered to and standards, outcomes and performance indicators relating to systems and performance, such as compliance with witness statement standards, are met consistently across the service.

c) Ensure consistency in systems, record keeping and high quality data integrity across the three Havens including relevant auditing processes.

d) Ensure confidentiality in the management of data and that the service is compliant with the Data Protection Act, the Venereal Diseases Act, any other relevant legislation and Trust confidentiality and information governance policies; whilst equally ensuring that data is readily available as required for clinical, operational and management purposes and that systems are in place to enable access to data as required.

e) Ensure with SDM, BS administrative and meeting servicing requirements are met for Haven meetings and the clinical and operational management teams.

f) Ensure that the systems required to support the victim/client pathway, such as reception rotas, service wide telephone line and on-call triage pathways are in place and reviewed as necessary to ensure effectiveness for the victim/client pathway and particularly for the Metropolitan Police and other referring partners.

g) To ensure active encouragement of client feedback about the service.

h)To ensure that shared IT drives are structured so as to facilitate effective governance across the Havens sites and to approve the shared drive structure and usage and any access restrictions.

i) To be part of the management team on any developments required to service systems ensuring that users are fully involved in design and functionality.

Person specification

Education and Qualifications

Essential criteria

• Educated to degree level or demonstrable equivalent experience
• Recognised management qualification or demonstrable equivalent experience.
• Evidence of continuing education and development.

Desirable criteria

• Business, health or social care related qualification.

Knowledge and Experience

Essential criteria

• Operational experience in a health or similar setting or ability to demonstrate transferable experience
• Experience of working in a clinical setting and a understanding of clinical governance
• Experience of producing high quality reports

Desirable criteria

• Experience or knowledge of effective staff management
• Experience of project management
• Experience of multi-disciplinary working and matrix management
• Experience working within a service for people with vulnerabilities/safeguarding issues

Skills and Competencies

Essential criteria

• Ability to liaise appropriately with individuals from a wide range of backgrounds including professionals and service users
• Demonstrates achievements in service or business management
• Demonstrates ability to manage financial and data issues
• Excellent PC skills, Experience of working with PowerPoint, Word, Excel, Access with good keyboard skills
• Awareness of confidentiality issues
• Customer focused
• Good written and oral communication skills
• Excellent leadership and interpersonal skills
• Ability to deal with stressful and often upsetting information
• Ability to work on own initiative and to plan, structure and prioritise own workload working to deadlines
• Ability to work in a multi-disciplinary team
• Flexible and responsive to changing priorities in a busy environment
• Ability to work under pressure
• Ability to influence and negotiate
• Systemic, methodical approach to work
• Attention to detail and accuracy
• Able to provide general management support to staff across the service

Desirable criteria

• Demonstrates achievements in developing and managing change
• Knowledge of issues affecting survivors of sexual assault

Personal Qualities

Essential criteria

• Self motivated
• Confident
• Assertive and can do approach
• Strong team working skills
• Able to work collaboratively with other disciplines
• Good work attendance record
• Good time keeping

Other requirements

Essential criteria

• Ability to problem solve

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Click here to see the range of benefits we offer
• Please review the documentation on our recruitment microsite, particularly the Trust's criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Due to a high volume of applications, this advert might close before the displayed closing date. It is therefore recommended that you apply promptly

King's College Hospital NHS Foundation Trust Annual Reports and Other Corporate Publications

King's Health Partners Academic Health Science Centre Website

King's College Hospital is part of King's Health Partners Academic Health Sciences Centre (AHSC), a pioneering collaboration between King's College London, and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts.

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

• Job Description (PDF, 464.4KB)
• Denmark Hill Site Map (PDF, 1.2MB)
• Princess Royal (PRUH) Site map (PDF, 1.4MB)
• Visa and Sponsorship Information (PDF, 352.6KB)