Assistant Service Manager

Chelsea and Westminster Hospital NHS Foundation Trust
£42,471 to £50,364 a year per annum incl HCAS
Closing date
4 Jun 2023

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Other Health Profession
Band 6
Contract Type
Job summary

Assistant Service Manager for Children's Services

Chelsea and Westminster Hospital Site

We are looking for an exceptional individual with strong management skills to join our team as an Assistant Service manager in Children's services at our Chelsea site.

The successful candidate will be highly organised and adaptable, have proven NHS experience and service improvement skills and be able to manage changing and complex priorities effectively. They will have the ability to use their own initiative and communicate effectively at all levels.

The Assistant Service Manager is responsible for the effective operational, business and performance management of the assigned specialties. The Assistant Service Manager will work in partnership with the Heads of Clinical Services and Senior Nursing Teams for the specialties. The post holder will be a key member of the Divisional Management Team, and will work closely withwider operational and clinical teamsto ensure the delivery of key performance indicators for the division as well as having direct operational responsibility for a portfolio of services within the Directorate.

Main duties of the job

  • Responsible for the delivery of high quality and efficient patient services in defined clinical areas.
  • Support the Service Manager, Deputy General Manager and the Service Directors with the operational management of the services.
  • Work closely and in partnership with other services within the Trust, in particular the nursing teams; clinical teams; and clinical divisions to achieve agreed performance, productivity targets and clinical quality indicators.
  • Assist the Service Manager, Deputy General Manager and the Service Directors in the delivery of objectives across the Directorate as well as directly managing mutually agreed projects and service improvement initiatives.
  • Where appropriate, the Assistant Service Manager will work on mutually agreed projects as delegated by the Service Manager.
  • Ensure that line management of his or her staff is undertaken professionally and that each member of staff has an appraisal and development and training plan consistent with Directorate, Division and Trust objectives.

About us

Chelsea and Westminster Hospital NHS Foundation Trust provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.

We have nearly 7,000 members of staff that are PROUD to Care for nearly one million people. Both hospitals provide full clinical services, including full maternity, emergency and children's, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.

We're one of the best performing Trusts in the country. We're also one of the top trusts to work for - our staff says they're engaged, motivated, and would recommend us as a place to work and receive treatment.

Our Trust has been rated by the Care Quality Commission as 'Good' in all five of the main domains of safe, effective, caring, responsive and well-led, giving an us overall rating of 'Good'. We've also been awarded an 'Outstanding' rating for 'use of resources' by an NHS Improvement inspection.

Our facilities are some of the best in the country. We have been investing significant Capital year on year in our estate. We have recently completed a �30m expansion of our adult and neonatal critical care facilities at Chelsea and Westminster and are planning an ambitious �60m development of an Ambulatory Diagnostics Centre at West Middlesex.

Job description

Job responsibilities

  • Provide hands-on operational management to designated areas of the Directorate, ensuring the delivery of services in line with expected service standards.
  • Be accountable through the Service Manager for the monitoring and delivery of key quality, productivity and performance targets.
  • Undertake appropriate projects identified by the Service Manager
  • Support your counterpart Assistant Service Manager as required with developing new administrative processes and procedures in their areas.
  • Promote excellent customer service throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service.
  • Work closely with the clinical Divisional management teams to ensure the effective delivery of a responsive and efficient administration service that supports the patients pathway whilst delivering departmental and organisation KPIs.
  • Lead on the investigation and co-ordination of complaints that are predominantly administrative related within the directorate working closely with nurses, medical staff and with the Patient Advisor Ensure corrective action is taken in response to patient feedback.
  • Be responsible for effective communication systems within areas of administration responsibility including regular team and departmental briefing.
  • With support of the Service Manager participate in business planning and ensure that the administrative function supports and enables the delivery of clinical within the divisions and Outpatients.
  • Assist the Service Manager in the production, implementation and revision of operational policies throughout the Directorate and Division, instigating the changes to or implementation of policies and procedures.
  • Attend internal and external meetings and provide feedback to staff as relevant, particularly on new initiative.
  • Work closely with the Information and clinical coding departments to ensure better capture of information and higher standards of data quality.
  • Keep up to date with new IT initiatives and all PAS developments and other Trust systems as they affect clinical administration services.

Management of people
  • Support the Service Manager within the Directorate to co-ordinate annual leave and study leave in order that cover is always maintained and agency expenditure is minimised.
  • Manage the on-call Rota for all junior staff.
  • Line Manage and support staff allocated to you within the Directorate.
  • Ensure close working relationships are maintained with the clinical professionals on all matter relating to patient care within the service.

Financial Management
  • Play an active role in identifying areas within the service where expenditure can be reduced and/or income generated.
  • Be involved under the General Managers instruction in the business planning process, producing capital and revenue business cases and proposals for service development.
  • Support your counterpart Assistant Service Manager and Service Manager in monitoring and managing relevant devolved budget
  • Undertake detailed information analysis of specific projects/reports requiring high levels of analysis.
  • Contribute to management of performance information, taking a lead for specific projects and be responsible for the budget for the project.
  • Provide information for the bank and agency expenditure for the team.

  • Take an operational lead for existing technologies within the Division including transcription services and Electronic Document Management.
  • Take a lead role in projects involving the introduction of new technologies.
  • Work with the Trust IT department and external providers, ensure the above systems operationally function on a day to day basis to support hospital outpatient and inpatient activity.
  • Plan staff training on new systems (clinical and administrative).
  • Report to the Service Manager any deviation from agreed standards by the contracted provider.

Please see attached job description and person specification to this advert for further details.

Person Specification

Education and Qualifications


  • Educated to degree level or equivalent experience
  • Qualification in Management such as First Line Managers Diploma or equivalent experience
  • ECDL (or equivalent qualification/experience)



  • Demonstrable management experience (people and processes)
  • Significant NHS experience with sound knowledge of acute hospital processes
  • Knowledge of Patient Administration System and other relevant Trust system
  • Intermediate use of MS Excel or other spreadsheet packages


  • Experience of leading a project

Skills and Knowledge


  • Excellent oral and written communication skills
  • Knowledge of business management policies, procedures, practices acquired through education, professional qualifications or experience
  • Good organisational skills in order to plan and priorities workload
  • Able to deal with conflict management and problem solving

Any attachments will be accessible after you click to apply.


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