Assistant Service Manager

Imperial College Healthcare NHS Trust is seeking a proactive and compassionate Assistant Service Manager to join our high performing Gynaecology, Sexual Health and Specialist Fertility (IVF) services, delivering expert, patient centred care to a diverse population across London.

This is a key operational role supporting the day to day management of clinical services, ensuring safe, effective and efficient delivery of care. You will work closely with clinical leads, administrative teams and senior managers to support service performance, patient flow and continuous improvement across the pathway.

You will play a central role in coordinating service delivery, overseeing administrative and clinic processes, and ensuring that patients experience a seamless, high quality journey. This will include monitoring referrals, clinic capacity and utilisation, managing waiting lists and RTT performance, and supporting the resolution of operational challenges. The role involves supervising and supporting administrative teams, ensuring standard operating procedures are followed and that high standards of data quality and patient communication are maintained.

You will also contribute to service planning, reporting, and improvement initiatives, using Trust systems to analyse performance and identify opportunities for optimisation.

Main duties of the job

• Plan and coordinate daily administrative work for the service so that clinics, appointments and associated patient pathways run smoothly and efficiently.
• Maintain reliable administrative systems (e.g. booking, call handling, records and tracking) to support safe clinical pathways and timely communication with patients.
• Monitor performance indicators, such as Referral to Treatment (RTT) standards, diagnostic and cancer waiting times and call response rates, and other service specific indicators. Highlight trends, risks or breaches to senior managers so that early action can be taken.
• Identify service issues, propose practical solutions and support implementation of agreed changes to improve patient experience, flow and use of resources.
• Coordinate service meetings by preparing agendas, collating and circulating papers, taking accurate minutes and tracking completion of agreed actions so that decisions are recorded and followed through.
• Contribute to audits and reporting by collecting information, analysing data and summarising key findings in a clear format to support performance monitoring and service development.

Benefits

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

Equal Opportunity

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.

Person Specification Education

• Educated to Foundation Degree level or equivalent level of knowledge through experience or specialist training.
• Management or leadership training

Experience

• Working in an administrative or service environment in healthcare, the public sector or other complex organisations
• Experience of leadership behaviours such as giving guidance, providing feedback, supporting performance and handling sensitive situations
• Experience coordinating and delivering services, including managing competing priorities and meeting performance indicators or targets
• Experience managing difficult or sensitive conversations with patients, families, colleagues or stakeholders
• Experience handling formal complaints
• Experience supporting multidisciplinary team coordination
• Confidently contributing to meetings and presenting information clearly to colleagues and managers
• Experience of service improvement or project work

Skills

• Excellent customer service and effective communication with ability to build trust and credibility with staff, patients, and stakeholders
• Skilled in problem solving and managing escalations or complaints with professionalism and empathy
• Ability to set clear expectations and provide constructive feedback to staff.
• Ability to identify, implement and evaluate service improvements and efficiencies, using evidence and feedback.
• Ability to review and update Standard Operating Procedures (SOPs) and communication protocols
• Ability to contribute to communication plans for service change
• Ability to design or deliver engagement activities to gather feedback and support improvement

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.