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Assistant Service Manager

Guy's and St Thomas' NHS Foundation Trust
£34,089 to £41,498 a year inc HCA
Closing date
7 Jun 2023

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Other Health Profession
Band 5
Contract Type
Full Time
We are delighted to be able to offer the position of Assistant Service Manager (ASM) for Dimbleby Cancer Care in the Haematology, Cellular Pathology and Supportive Care Directorate .

Dimbleby Cancer Care operates across site predominantly at the Guy's Cancer Centre, but also at St Thomas' and the Cancer Centre at Queen Mary's Hospital, Sidcup. The ASM is responsible for the day to day management and delivery of Outpatient and Administration function of the service including the formal line management of a small administrative team ensuring efficient referral and clinic management as well as reception cover, and will support the Service Manager (SM).

The ASM will be mainly based at Guys, but will be expected to visit St Thomas's and Queen Mary's, Sidcup on occasions.

It is an exciting time to join the team as the ASM as the post-holder alongside the SM will be integral in the local planning and preparation required to support the successful go-live of EPIC (Trust-wide IT Solution).

Main duties of the job

The duties and responsibilities listed below are representative of the Assistant Service Manager role:

o Operational Management

o Policy Development and System Management

o Staff Management

o Clinic management

The role is busy and the postholder will support their Service Manager in the development of the service as well as day to day management so they must be able to work autonomously with minimal supervision, to have good problem solving/firefighting skills, and be able to work under pressure with competing demands.

The successful applicant will be able to lead and motivate a team, and must have knowledge of the Trust's IT systems as well as experience in managing data.

The appointee will be forward thinking and proactive, with experience of staff management, as well as experience of outpatient clinic management.

If you feel that you could rise to the challenge, we would love to hear from you.

About us

Guy's and St Thomas' NHS Foundation Trust comprises five of the UK's best known hospitals - Guy's, St Thomas', Evelina London Children's Hospital, Royal Brompton and Harefield - as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.

We are among the UK's busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark.

We have a long tradition of clinical and scientific achievement and - as part of King's Health Partners - we are one of England's eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research's biomedical research centres, established with King's College London in 2007, as well as dedicated clinical research facilities.

We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs.

Job description

Job responsibilities

Operational Management
  • Support the Service Manager in managing various sections of service, e.g., out-patients or bookings. This will require working autonomously to understand and drive operating targets, budget controls, and relevant HR management.
  • Ensure effective processes and procedures are in place to monitor and track performance against agreed targets within the service that may be performance related.
  • Problem-solve all day-to-day management issues organising and reallocating work where situations change due to variations to the work load and staffing availability.
  • Exercise delegated authority on behalf of clinicians to resolve day-to-day management issues within the service.
  • Manage the analysis of data so clinical colleagues have access to timely and accurate information on all key performance indicators.
  • Plan and organise clinics and reception services within the department, working with the Admin Team Leader in setting the goals of the patient access coordinators in order to fit in with the demands of the clinical timetables.

Policy Development and System Management
  • Develop and write policies and procedures within own work area.
  • Manage the implementation and overall management of office systems, control processes and risk management arrangements to ensure effective delivery of service.
  • To investigate complaints, as delegated by the Service Delivery Manager, in line with Trust Policy. This may involve handling sensitive interpersonal situation.
  • To contribute to the modernisation of patient services delivered by the medical secretaries service
  • Sit on departmental working groups to contribute to future strategies and development

Financial Management
  • Manage and monitor performance of the administrative support to ensure that the service meets its financial and operating targets.
  • Manage a delegated no-pay budget within the service ensuring that expenditure is within agreed limits. This would include signatory responsibility for requisition and authorising signature for ordering, up to the amount of �500.

Staff Management
  • Day-to-day managerial responsibility for all administration and access staff.
  • Set objectives and review performance of service staff, identifying individual training and development needs and promote continued personal and professional development.
  • Manage annual leave, sickness, disciplinary and performance issues in line with Trust policies and the effective delivery of service.
  • Ensure all staff comply with relevant Trust policies and standing financial instructions.
  • Recruit and induct A& C staff in line with Trust policies and procedures.
  • Anticipate staff shortages and problem areas and take action to minimise the impact of these on service delivery.
  • Support conflict resolution from patients, staff, suppliers, other internal and external service providers and partner organisations in the service.
  • Ensure that all staff adhere to the appropriate legislation when dealing with patient material and that suitable filing and booking systems are effectively managed

  • Effectively communicate with a multi-disciplinary group of people, demonstrating interpersonal skills when dealing with all levels of staff across the Trust, using persuasion, tact and reassurance where necessary.
  • Liaise with other departments and members of the Trust to ensure the smooth running of the office and to assisting the functioning of the team.
  • Influence, motivate and involve individuals and teams within the service to achieve necessary performance targets.
  • Deal with telephone calls related to the service, ensuring that customers are communicated with in a sensitive and effective manner and problems are dealt with promptly and efficiently.
  • Handle confidential patient information and material in a sensitive and discrete fashion, in compliance with Trust policy and procedure.

Person Specification



  • Educated to HNC/Equivalent Diploma/equivalent experience
  • GCSE Maths & English
  • Track record of significant continuous professional and management development

Previous Experience


  • Significant experience of staff supervision/ staff management including recruitment/ retention /appraisal /first line disciplinary and knowledge of budget management issues
  • Have significantly contributed to meeting operational objectives


  • Have significantly contributed to meeting strategic objectives



  • Leadership and influencing skills
  • Strong verbal and written skills
  • Highly motivated and ability to work independently
  • Ability to respond to changing demands
  • Excellent interpersonal, presentation and written communication skills


  • Financial management and analysis skills

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.

Employer details

Employer name

Guy's and St Thomas' NHS Foundation Trust


Cross site

Great Maze Pond Road



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