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Job summary

Main area
Outpatients
Grade
NHS AfC: Band 6
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
249-7974665
Employer
Great Western Hospitals NHS Foundation Trust
Employer type
NHS
Site
Great Western Hospital
Town
Swindon
Salary
£39,959 - £48,117 per annum pro rata
Salary period
Yearly
Closing
03/07/2026 23:59

Employer heading

Great Western Hospitals NHS Foundation Trust logo

Outpatient Operations Lead

NHS AfC: Band 6

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 on the day to day management of the Outpatient Administration team, supporting the Administration lead to delivery key performance indicators and service developments.

To provide first line support to the team and project leads, with responsibility for performance, workload management, policies and procedures, standards of customer care and quality.

In liaison with the Administration Lead, responsible for ensuring the appropriateness of the services and that the performance management requirements of the Trust are met, in particular financial expenditure targets, cost control, quality and activity targets.

The post holder will be expected to have excellent interpersonal skills, have a thorough understanding of the NHS improvement tools and access targets, the ability to forward plan in a changing environment, with insight and aptitude for managing, measuring and delivering service improvements

Main duties of the job

The postholder will provide day‑to‑day operational leadership for Outpatient Administration, ensuring delivery of key performance indicators in line with divisional, organisational and national targets, including RTT and cancer standards. The role will involve the use of multiple IT systems to analyse complex performance data, produce and act on reports relating to access, waiting times, utilisation and waiting list management, and to support validation of long waiters in line with Trust access policies.
The postholder will oversee the quality and standard of administrative services, implementing and monitoring procedures and SOPs, ensuring compliance with information governance, and leading responses to complaints and incidents. They will line manage supervisory staff, supporting recruitment, appraisal, performance management, attendance, training and staff wellbeing, while maintaining accurate workforce records.
The role includes effective communication and liaison with clinical and management teams, using influencing skills to support service objectives, contributing to service redesign, efficiency improvements and change management, and supporting delivery within budget.
The postholder will ensure a patient centered approach at all times, acting as an escalation point for patient concerns, maintaining high standards of customer care, and deputising for the Outpatient performance and operations manager as required.

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 health 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

Please see attached job description for full details.

This post will support areas of automation development lifecycle including support, implementation and deployment to the Outpatient Administration Team.  And be an advocate of Patient Experience across Outpatients departments, putting the patient at the heart of everything we do.

Person specification

Qualifications

Essential criteria
  • Educated to Degree standard or equivalent with additional training or experience to a post-graduate diploma level
  • Evidence of formal management development
  • Evidence of continuing professional development
  • Willingness to undertake NHS specific IT system
Desirable criteria
  • Qualifications in management
  • ECDL qualification or other formal
  • IT training / qualification
  • Project management training

Experience

Essential criteria
  • Evidence of Health & Safety training
  • Evidence of significant administrative experience within a customer focused environment
  • Evidence of successful staff management including performance, recruitment, training and absence management
  • Working knowledge and experience in change management and service redesign in similar or related field
  • Evidence of successful process design and Implementation
  • Experience and understanding of outpatient services and performance indicators
  • Experience in implementing NHS policies and guidelines relevant to outpatient services
  • Proven experience of developing administrative processes, analysing information, and report writing
  • Experience of managing projects
  • Able to prioritise workload of self and others
Desirable criteria
  • Past experience of working in an area specialising in healthcare appointment making
  • Experience of managing large teams

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
Tara Coutts
Job title
Perfomance and Operations Manager
Email address
[email protected]
Telephone number
01793 605750
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