Business Support Manager

Livewell Southwest CIC
£28,407 to £34,581 a year pa, pro-rata
Closing date
1 Oct 2023

View more

Other Health Profession
Band 5
Contract Type
Part Time
30 hours per week. An exciting opportunity has arisen for a service Support Manager within the Glenbourne Unit. We are looking for an enthusiastic individual to establish and work as part of a team in delivering an effective service supporting managers and staff across the unit.

The Service Support Manager will have excellent organisational and interpersonal skills, providing leadership and management to a small group of administrators, and comprehensive administrative and logistical support to a range of projects, events, and meetings. The Service Support Manager will work with the matron and senior managers to oversee core functions including project tracking, financial tracking, secretariat and performance data monitoring and tracking.

The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The post holder will carry out any other duties as may reasonably be required by their line manager.

Main duties of the job

The post holder will:

Provide high quality project, service, initiative, and administrative support.

Take a lead role in gathering key data and metrics, to ensure maintaining performance milestones remain on target.

Set up administrative processes that will support the matron and senior managers by providing them with data and some analysis of data, that highlights areas of performance that need action.

Use independent judgement to prioritise the high-level completing demands to ensure an appropriate balance in the daily scheduling in line with preferences, responsibilities, or project plans.

Support the matron and senior managers by responding to a wide range of requests for support with the coordination of their day-to-day work either directly, or by establishing processes that ensure that tasks are picked up by the most appropriate person.

Act as administration lead for all incoming issues to the team mailbox, dealing with these appropriately and in a timely manner.

The Service Support Manager is a key member of the team whose overarching goal is to enable, promote and support the effective use of data, information and knowledge to improve, inform and support projects, services, and initiatives across the Unit.

About us

Livewell Southwest is an independent, award-winning social enterprise providing integrated health & social care services for people across Plymouth, South Hams & West Devon, as well as some specialist services for people living in parts of Devon & Cornwall. With teams in community hospitals, GP practices, sports centres, health & wellbeing hubs.

As an organisation with a strong social conscience, we always value being kind, respectful, inclusive, ambitious, responsible and collaborative. Transforming services to make them sustainable, ensuring that we value, support & empower each other.

We are committed to involving the people we care for, families & carers in everything that we do, working towards co-production where we can. Helping us to deliver the right care for people, in the right place & at the right time. By putting people at the centre of what we do, we ensure to support people to lead, healthy independent lives & be the very best at helping people to live well.

Valuing our employees making an investment in their development a priority. We offer:

Protected CPD time for registered staff

Various development pathways and ongoing regular training packages for all staff

Leadership & mentoring programmes

Access & funding for training including Care Certificate, Assistant Practitioners Course & Scholarship Into Nurse Training

A Robust Preceptorship

A bespoke induction programme

Existing members of the NHS Pension Scheme can continue their membership when they join the organisation.

Job description

Job responsibilities


5.1Responsibility for People Management

To provide line management for the admin team medical secretaries, the Ref-co-ordinators and Place of safety team

To have operational leadership and daily management responsibility for relevant administrative staff including recruitment, performance management, absence management, risk assessments disciplinary, training & appraisal.

To manage & chair regular meetings with administrative staff within service area.

To develop workforce by providing induction, in-post training and updates for relevant staff.

To support the matron and ward managers/leads with inducting of new staff and booking training

5.2Responsibility for financial and/or physical resources

To contribute to the management of the cost-effective use of departmental resources including the ordering of stock and undertaking cost improvement programmes within the service.

To be a delegated budget holder for specific area of responsibility ensuring expenditure is within agreed limits and that senior manager remains informed of related issues.

To authorise orders and payments in accordance with business processes.

5.3Responsibility for administration

To manage specific projects and information systems/databases as requested by the service manager and provide updates on progress.

Collate information prepare reports and presentations pertaining to the service area at the request of the service manager.

To analyse data to enable managers to monitor budgets and performance in relation to business support function.

To manage & regularly monitor relevant performance data including waiting lists, clinical outcome measures collate, analyse and report information to relevant team/service managers including areas for improvement, identifying any capacity gaps against plans.

To provide data regarding department KPIs as required

To support unit managers with the administrative side of recruitment within the unit

To maintain relevant unit wide databases including estates works

To support managers were requested with unit wide rostering

Organise data collection to support research and development.

5.4Responsibility for people who use our services

Key Behaviour Competencies:

Working together

Be straightforward in our dealings with each other and build relationships

Listen to others and explain the decisions we have made

Recognise and remove barriers to action

Create an open and positive learning culture

Learn from mistakes & ask others for support where necessary

Be aware of ones own behaviour, values, attitudes, strengths and weaknesses.

Ability to reflect on ones behaviour and change them.

Uphold the values and be proud to be part of the organisation

Ensure appearance is professional & name badge visible

Act With Integrity

Be honest and do what you say you will do

Take responsibility and be accountable for your actions

Guard and build the organisations reputation

Take into account the human and social impact of our work

Treat everyone in a friendly, courteous manner smile & make eye contact

Building Success Together

Be compassionate and accepting of others.

Be straightforward in our dealings with each other and build relationships

Listen to others and explain the decisions we have made

Agree on our goals and see them through

Treat each other with dignity and respect

Learn from each others experiences

Understand and recognise each others contributions of being of equal value

Be prepared to challenge the status quo

Contribute to the organisations success

Stretch the boundaries of personal performance

Look for better ways of working to achieve improvements

Caring for patients

Aim to meet the needs of our patients and partners in care

Use initiative to enhance care in innovative and imaginative ways

Respect individual cultural differences challenge bias & prejudice

Provide a high quality and safe service for patients

Maintain privacy and ensure confidential information is kept safe

Question poor practice, process & behaviour

5.5Responsibility for implementation of policy and/or service developments

To manage & regularly monitor relevant performance data including waiting lists, clinical outcome measures collate, analyse and report information to relevant team/service managers including areas for improvement, identifying any capacity gaps against plans.

To manage & regularly monitor relevant performance data including waiting lists, clinical outcome measures collate, analyse and report information to relevant team/service managers including areas for improvement, identifying any capacity gaps against plans.

Be proactive and propose, develop and implement ideas and new processes for improvement in the way the service is delivered.

To ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately. To investigate those relating to own admin team.

Ensure that the corporate support function complies with all LWSW policies and procedures including Data Protection, confidentiality, Health and Safety, security and safeguarding.

To support ward managers in service development

To provide service support across several departments within the unit as set out by line manager (matron)

5.6Other Responsibilities

To maintain relevant databases

To support matron, ward managers and leads with relevant audits


Ward and department managers

Nursing & other clinical staff

Service & locality management

Service users & Carers

Support services with Livewell Southwest e.g. business intelligence

Other appropriate agencies as needed e.g. commissioners, local authority, Police and other health care providers


Frequent sitting & standing. Inputting at a keyboard for most of day, frequent light effort to lift, sort & file case notes.

May have to occasionally move presentation equipment and office supplies or clinic consumables.

May have to move between locations if service is delivered across different sites.

Exposure to unpleasant conditions is rare/occasional. May be exposed to verbal aggression from patients.

Will use VDU for high proportion of time.

The flexible nature of the job may require post holder to move within the team or within the wider organisational setting as required and undertake similar duties.

Person Specification



  • Educated to degree level in a relevant subject or equivalent level of knowledge, qualifications or significant equivalent skills and experience to that level.
  • Evidence of continuing professional development


  • Project management e.g. Prince 2



  • At least 2 years experience of working in a role to support senior managers
  • Significant previous experience of working in an administrative environment using computerised data systems.
  • Demonstrable experience of dealing with the public and dealing with sensitive and confidential information.
  • Experience of supervising other staff members.
  • Experience of working with complex systems and information.
  • Experience of analysing and interpreting data
  • Financial management experience.
  • Decision making and resolving complex work-related issues


  • Experience of undertaking Service Improvement or a Project Management role.
  • Experience of analysing data and using such data to improve the quality and efficiency of the service
  • Experience of working within a health care provider or Social Services environment



  • Thorough working knowledge of Microsoft Office packages, i.e. Outlook, Word, Excel. And the use of databases
  • Excellent understanding of general office working procedures.
  • High level of competency in the management of budgets and financial control systems
  • Understanding of activity management including waiting lists
  • Understanding of systems and processes and able to implement efficient working practices.
  • Ability to use Livewell Southwest Business applications SystmOne.
  • Up to date knowledge of Livewell southwest policies and procedures.
  • Understanding local health community and commissioning needs and ability to be innovative to meet these needs.
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