Operational Service Manager @ NEMS Community Benefit Services Ltd

Job summary

The Operational Service Manager is responsible for the operational leadership, performance and day-to-day management of PC24, a co-located urgent care service within the Emergency Department at King's Mill Hospital, Mansfield Road, Sutton-in-Ashfield, NG17 4JL

Main duties of the job

• Operational Performance, Patient Flow and Service Delivery
• Achievement of Key Performance Indicators and 4-Hour Standard Contributions
• Workforce Leadership and Management
• Strategic Development and Service Improvement
• Patient Safety, Quality and Experience
• Operational Governance and Risk Management
• Financial and Resource Management

About us

NEMS Community Benefit Services is a high quality, high performing not-for-profit organisation which delivers integrated urgent care and urgent primary care services to over 1 million patients.

Responsive, adaptive and continually evolving, we have a reputation for delivering locally tailored, safe, effective and cost-efficient services as well as high levels of patient satisfaction.

We are committed to investing in our people and have an established programme of learning and development.

NEMS currently operates three main services

• Integrated Urgent Care across Nottinghamshire, serving a patient population of over 1 million. This includes home visiting, remote consultation and clinical assessment services
• Urgent Primary Care provision located within the Accident and Emergency Department at Queens Medical Centre in Nottingham
• A 24-hour walk-in urgent care primary service adjacent to Kings Mill Hospial Emergency Department in Mansfield, Nottinghamshire.

NEMS is committed to NHS Values (as set out in the NHS Constitution in March 2023)

Job description

Job responsibilities

Reporting to the Head of Service for Urgent Care, the postholder will be accountable for ensuring the safe, effective and efficient delivery of PC24 services. A key focus of the role will be optimisng patient flow through the co-located urgent care service, supporting timely patient assessment, treatment and discharge, and contributing to the achievement of local and national urgent and emergency care performance standards, including the Emergency Department 4-hour standard.

The postholder will work closely with the Head of Clinical Delivery (PC24) and Deputy Medical Director to ensure operational, clinical and medical priorities are aligned, supporting the delivery of safe, high-quality patient care, service performance and continuous improvement.

The role will provide leadership across operational performance, workforce management, governance, patient experience, service development and partnership working. The postholder will work collaboratively with Emergency Department colleagues, Acute Trust teams and wider system partners to support effective patient flow, maximise urgent care utilisation and improve patient outcomes.

Interview stage

For applicants who get through to the interview stage. The date we are considering at the moment is week commencing 7th December 2026.

Key Relationships

Internal

• Director/ Deputy Director of Operations
• Head of Service for Urgent Care
• Head of Clinical Delivery PC24
• Deputy Medical Director
• Operational Management Team
• Clinical Management Team
• Sessional GP Workforce
• Clinical Workforce
• Operational Workforce
• External:
• ICB
• Acute Trusts
• System Partners

Main elements of the role include

Organisational Management

• Lead the operational management of PC24, ensuring the service is delivered safely, efficiently and in line with contractual, organisational and regulatory requirements.
• Ensure effective patient flow through the service, supporting timely assessment, treatment and discharge.
• Monitor, analyse and actively manage service performance against agreed key performance indicators, quality standards and patient experience measures.
• Produce and present operational performance reports and service updates for senior leaders, contributing operational expertise to business cases and service development proposals.
• Drive continuous improvement in operational performance, implementing and monitoring recovery and improvement plans where required.
• Ensure delivery of contractual requirements and service specifications, monitoring performance against agreed standards and escalating risks, concerns or breaches as appropriate.
• Contribute to the achievement of local and national urgent and emergency care performance standards, including supporting delivery of the Emergency Department 4-hour standard.
• Provide visible operational leadership during periods of service pressure, ensuring timely escalation and implementation of mitigating actions as required.
• Participate in the organisation's tactical (Silver) on-call rota, providing operational leadership, decision-making and incident management support during periods of service disruption, escalation, major incidents and business continuity events.

Staff Management

• Lead and support operational teams, fostering a culture of accountability, collaboration, continuous improvement and high performance.
• Ensure workforce resources are effectively planned and deployed to meet service demand and performance requirements.
• Oversee recruitment, induction, appraisal, attendance management and performance management processes in line with organisational policies.
• Promote staff engagement, wellbeing and development, ensuring teams are equipped with the skills and support required to deliver high-quality services.
• Work collaboratively with clinical and operational colleagues to ensure workforce models remain responsive to changing service needs.
• Quality, Safety and Governance
• Maintain responsibility for operational governance, ensuring systems and processes support the delivery of safe and effective patient care.
• Support the investigation and management of incidents, complaints, concerns and service risks, ensuring lessons learned are implemented and embedded.
• Ensure patient feedback, complaints, compliments and concerns are reviewed and used to inform continuous service improvement and enhance the patient experience.
• Ensure compliance with relevant legislation, national guidance, CQC requirements and organisational policies.
• Support organisational safeguarding responsibilities, ensuring staff are aware of safeguarding requirements and that safeguarding concerns are appropriately identified, escalated and managed.
• Maintain oversight of operational risks and develop mitigation plans to minimise impact on patient care and service delivery.
• Work closely with the Head of Clinical Delivery and Deputy Medical Director to support clinical quality, patient safety and governance objectives.

Service Development and Improvement

• Identify opportunities to improve service delivery, patient experience, productivity and operational efficiency.
• Lead and support service improvement initiatives, ensuring changes are evidence-based and deliver measurable benefits.
• Use activity, demand and capacity data to inform decision-making, workforce planning and service development.
• Support the development and implementation of new pathways, operational processes and models of care.

Partnership Working

• Develop and maintain strong working relationships with Emergency Department colleagues, Sherwood Forest Hospitals teams, commissioners and wider system partners.
• Represent PC24 at operational, performance and service development meetings as required.
• Work collaboratively with stakeholders to improve patient pathways, reduce delays and support effective utilisation of urgent care services.
• Foster a culture of partnership working across organisational boundaries to support delivery of integrated urgent and emergency care services.

Financial and Resource Management

• Support effective budgetary control and ensure resources are utilised efficiently and responsibly.
• Contribute to financial planning, business cases and service reviews as required.
• Ensure value for money is considered in operational decision-making whilst maintaining service quality and patient safety.

Qualifying factors

Flexibility

This role profile is intended to provide a broad outline of the main responsibilities only. The post holder will need to be flexible in developing the role and in initial and on-going discussions with the Clinical Lead.

Confidentiality

Under the Data Protection Act 1998, the post holder must maintain the confidentiality of information about all stakeholders. The work is of a confidential nature and information gained must not be communicated to other persons except in the recognized course of duty. Unauthorised disclosure of confidential information will result in disciplinary action and may lead to your dismissal.

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to all stakeholders and organisations. All such information from any source is to be regarded as strictly confidential.

Information relating to stakeholders may only be divulged to authorised persons in accordance with NEMS CBS policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with NEMS CBS procedures and policies, and current legislation.

Respecting the privacy, dignity, needs and beliefs of stakeholders.

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.

Health & Safety

Employees must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974) to ensure that the agreed procedures are carried out to maintain a safe environment for patients, visitors and staff.

Environment

The post holder will support the impact on the environment and be vigilant and pro-active in ensuring they adhere to the management strategy i.e., recycling, waste management, use of vehicles etc.

Rehabilitation of Offenders Act

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.

Job descriptions are not designed to be all-inclusive although they will, as far as practicable, be a reasonably accurate and understandable specification of duties. The nature of our business demands a flexible approach in order to provide services to our stakeholders. The job title and job description may be amended by the employer and you may be required to carry out additional or other duties as may be reasonably required.

Person Specification

Knowledge

Essential

• Knowledge of NHS operational and performance management processes.
• Understanding of governance, risk management and quality improvement principles.
• Understanding of workforce planning and resource management.
• Knowledge of patient safety, safeguarding and information governance requirements.
• Understanding of service planning, demand and capacity management.

Desirable

• Understanding of urgent and emergency care pathways.
• Knowledge of Emergency Department and Urgent Treatment Centre operational models.
• Understanding of the Emergency Care 4-hour standard and the factors influencing performance

Personal Attributes

Essential

• Visible and credible leader.
• Proactive and solution-focused approach.
• Commitment to continuous improvement and high-quality patient care.
• Professional, resilient and adaptable.
• Ability to influence and motivate others.
• Commitment to equality, diversity and inclusion.

Experience

Essential

• Significant experience in an operational management role within a healthcare setting.
• Experience of leading and managing multidisciplinary teams.
• Experience of delivering and improving performance against key operational targets and quality standards.
• Experience of workforce management, including recruitment, attendance management, performance management and staff development.
• Experience of managing change and implementing service improvements.
• Experience of investigating incidents, complaints and operational risks.
• Experience of working collaboratively with clinical leaders and stakeholders to improve service delivery.

Desirable

• Experience within urgent care, out-of-hours, primary care or emergency care services.
• Experience of managing services during periods of significant operational pressure.
• Experience of supporting delivery against urgent and emergency care performance standards.
• Experience of working with commissioners, acute trust partners and wider healthcare systems.

Skills/Abilities

Essential

• Strong leadership and people management skills.
• Ability to analyse, interpret and present complex performance data.
• Ability to develop and implement performance improvement plans.
• Excellent organisational and prioritisation skills.
• Strong problem-solving and decision-making abilities.
• Excellent verbal and written communication skills.
• Ability to build effective relationships with clinical, operational and external stakeholders.
• Ability to work under pressure and respond effectively to changing operational demands.
• Competent in the use of Microsoft Office applications and performance reporting systems.

Desirable

• Experience of producing business cases and service development proposals.
• Experience of presenting service performance information to senior stakeholders.

Additional

Essential

• Ability to travel between sites

Qualifications

Essential

• Degree level qualification or equivalent experience in healthcare management, operational management or a related field.
• Evidence of continued professional development.

Desirable

• Leadership or management qualification or equivalent experience.

Disclosure and Barring Service Check

Employer details

Employer name

NEMS Community Benefit Services Ltd

Address

PC24 at Kings Mill Hospital

Mansfield Rd, Sutton-in-Ashfield

Nottingham

Nottinghamshire

NG17 4JL

United Kingdom

Employer's website

https://nemscbs.net/ (Opens in a new tab)