Service Delivery Manager

​6 month contract
Service manager
£45,000 - £50,000 Pro rata.

Job Summary

To ensure delivery of high-quality care to Service users within Urgent Care. To manage and coordinate all aspects of service functionality, managing and motivating the team, optimising efficiency and financial performance, ensuring the service achieves its long-term strategic objectives in a safe and effective working environment. Through innovative ways of working, lead the team in promoting Quality, Confidentiality, Collaborative Working, Service Delivery, Learning and Development and ensure the service complies with CQC regulations. Be the CQC Registered Manager for the regulated activity undertaken at the location ensuring compliance with all relevant regulations.

Primary responsibilities

The following are the core responsibilities of the Service Manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.  

The Service Manager is responsible for:

• Ensuring all KPI and NQR standards are achieved as outlined in the service contracts

• Developing strong working relationships with commissioners ensuring you attend meetings and complete required actions in a timely manner.

• Overseeing the day-to-day operations of the service, ensuring staff achieve their primary responsibilities

• Functional management of all clinical and administrative staff

• Direct line management of the Urgent Care Staff  

• Managing contracts for services i.e. cleaning, gardening, window cleaning etc

• Leading change and continuous quality improvement initiatives

• Coordinating the reviewing and updating of all urgent care policies and procedures 

• Coordinating and lead the compilation of practice reports and the practice development plan (PDP)

• Developing, implementing, and embedding an efficient business continuity plan (BCP)

• Managing the financial elements of the practice, including budgets, petty cash, etc. in conjunction with the Senior Management Team 

• Coordinating the service diary, ensuring meetings are scheduled appropriately

• Attending external meetings as required

• Managing the Service user Participation Group 

• Managing any complaints, compliments, claims and incidents effectively

• Ensuring compliance with legislation and deal with disciplinary issues accordingly

• The management of the premises, including health and safety aspects such as risk assessments. 

• Ensuring compliance with IT security and IG

• Coordinating of all projects within the service including on call rotas.

• Ensuring all staff have the appropriate level of training to enable them to carry out their individual roles and responsibilities effectively including mandatory training

• Act as the primary point of contact for NHS(E), CCG, community services, suppliers and other external stakeholders

• Ensure there is an audit plan which is adhered to

• To be the CQC Registered Manager 

Service user Complaints

The Service Manager will be responsible for ensuring that all Service user complaints are handled in accordance with the service's Complaints Procedure. This will include:

• Ensuring Service users know how to complain and to whom.

• Ensuring that complaints are acknowledged within the recommended timescale.

• Ensuring that complaints are efficiently and fairly investigated.

• Ensuring that advice and support are sought as appropriate from the practice's medical defence provider.

• Making sure that the Service user receives a response to their complaint within the recommended timescale.

• Ensuring that the complaint is used as a learning opportunity for the practice.

• Ensuring the complaints procedure is updated in line with changes to national complaints procedure

What We’re Looking For:

• Proven experience managing urgent care or a similar healthcare setting.

• Strong leadership, communication, and strategic thinking skills.

• Financial management and workforce planning experience.

• Confident handling performance reviews and disciplinary procedures.

• Ability to work under pressure, lead change, and motivate teams.