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Job summary

Main area
Administration
Grade
NHS AfC: Band 5
Contract
Permanent
Hours
Part time - 36 hours per week
Job ref
249-7993713
Employer
Great Western Hospitals NHS Foundation Trust
Employer type
NHS
Site
Great Western Hospital
Town
Swindon
Salary
£32,073 - £39,043 per annum pro rata
Salary period
Yearly
Closing
08/07/2026 23:59

Employer heading

Great Western Hospitals NHS Foundation Trust logo

Operations Support Manager

NHS AfC: Band 5

Great Western Hospitals NHS Foundation Trust is a unique organisation, serving as the sole integrated provider in the Bath and North East Somerset, Swindon, and Wiltshire system. Our scope extends beyond boundaries as we oversee adult community services in Swindon and provide acute care from the Great Western Hospital. 

Our 5,500 staff have 1.2m patient contacts a year, with 13,000 operations carried out in our Theatres, around 4,000 babies born, and our emergency attendances are now well over 100,000 per year. Those numbers only tell part of our story about what an exciting time it is to join Great Western Hospitals.

We are cultivating a culture that fosters our ambitions, prioritising equality, diversion, inclusion, wellbeing, and leadership. We aim to create an environment where every member of our team can truly thrive.

Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used, then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.

If we receive a high volume of applications, we may close adverts prior to the published closing date. Therefore, we advise you to complete and submit your application as soon as possible.

Job overview

To lead the day-to-day management of Outpatient Administration staff and administrative processes, supporting the Performance Operations Manager to delivery key performance indicators and enhance service efficiency.    

 To provide first line management of the Outpatient Supervisors, with responsibility for performance, workload management, adherence to policies, procedures and standards of customer care and quality. This post holder will manage the implementation of, and continually monitor, Staff induction programmes and training requirements. In liaison with the Performance Operations Manager, ensure the appropriateness of Outpatient administrative services and performance management requirements of the Trust are met; in particular financial expenditure targets, cost control, quality, staffing and activity improvement plans.

Main duties of the job

Support services through the production of effective systems and processes which enable the  reporting of activity information by operational staff, linking, where necessary with other departments to co-ordinate arrangements and continuous improvement

Provide teams with information about performance and system and ensure that such information is clearly understood to develop ownership and commitment to service delivery

Support adequate controls on expenditure through the implementation of good budgetary practice for designated staff through effective monitoring

Produce information and reports in a timely manner which may be of a complex nature, which account for performance against targets and oversee the development and delivery of action plans/processes to support improvements

 

Working for our organisation

We are proud to be part of BSW Hospitals Group – a formal partnership between Great Western Hospitals NHS Foundation Trust, Royal United Hospitals Bath NHS Foundation Trust and Salisbury NHS Foundation Trust. With a combined workforce of over 17, 600 colleagues, and budget of 1.6 billion the Group is united by a common purpose to deliver the best possible care to over 1 million people. We are creating a heath and care system that works with the people we care for, reducing the differences people currently face in access, experience and outcomes, improving the experience of our colleagues and tackling shared challenges like sustainability and finances. Every improvement we make across our Group will be guided by what creates the greatest benefit for our colleagues, our patients, our communities and our partners.

Detailed job description and main responsibilities

Responsible for the standard and quality of the Unit Managers, requesting, analysing, and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality.

Ensure that great service is provided within clinical unit and that patient feedback is gathered locally, analysed and improvement plans are in place to increase the patient satisfaction experience.

Be the custodian of brilliant experience for our patients, through the management of the unit mangers/Patient Experience team warm and engaging interaction with a smile at all times.

Deliver a brilliant patient experience subject to patient feedback and continue to adapt and grow the experience delivery by putting the patient at the heart of everything we do. 

Ensure that great service is provided within clinical unit and that patient feedback is gathered locally, analysed and improvement plans are in place to increase the patient satisfaction experience.

Please see attached Job Description for further details.

Person specification

Education

Essential criteria
  • Degree or equivalent experience
  • Evidence of further training / experience in a relevant area
Desirable criteria
  • Formal project management qualification

Experience

Essential criteria
  • Evidence of leading and monitoring projects
  • Experience of working across departmental and organisational boundaries to deliver specific targets and to improve services for patients
  • Proven experience of developing administrative processes, analysing information, and report writing
  • Organisational awareness
Desirable criteria
  • Experience of working in management role in the NHS

Employer certification / accreditation badges

NHS Pastoral Care Quality AwardVeteran AwareApprenticeships logoNo smoking policyPositive about disabled peopleAge positiveDisability confident leaderInvestors in People: GoldCare Leaver CovenantStonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.Step into healthArmed Forces Covenant

Documents to download

Apply online now

Further details / informal visits contact

Name
Linda Townsend
Job title
Operational Lead - Outpatients
Email address
[email protected]
Telephone number
01793 602845
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