Service Manager Urgent and Emergency Care

Overview

In this role you will oversee the operational delivery of Urgent and Emergency Care services, ensuring efficient use of staff and budgets while meeting national and local targets. You will partner with Heads of Service, clinical leads and support functions to drive the Trust’s UEC transformation agenda across sites. You will lead on service development, performance delivery and governance, balancing patient flow with cost control. The position offers a pivotal role in shaping patient experience and service resilience across the division. A strong hook is the opportunity to influence multi-site UEC performance and improvement under a clear commitment to high-quality care.

Responsibilities

• Oversee operational management of Division services, staff and resources with coverage for peers as needed
• Analyse data to inform decision-making, CIP targets and service redesign
• Identify and implement service improvements and develop business cases with the Divisional Team
• Ensure safe, evidence-based, patient-centered care and promote continuous quality improvement
• Match capacity to demand and meet national/local targets
• Evaluate booking/waiting list projects and secure necessary resources
• Collaborate with Information Services to design informative reports for projects/outcomes
• Maintain effective communication and strong relationships within the Division and with external partners
• Ensure appropriate staffing levels and take actions to address viability of services
• Lead on service development plans, policies and governance to support Trust strategy
• Identify cost improvements, income opportunities and develop capital bids
• Update patient pathways and work with multidisciplinary teams and patient groups
• Delegate responsibilities and support staff development to achieve targets
• Support performance delivery against KPIs and work with key managers to deliver high-quality services
• Proactively manage risk and participate in major incident/emergency preparedness and business continuity
• Encourage multi-professional audits, analyse incidents and implement improvements
• Maintain a credible workforce and manage patient satisfaction initiatives
• Deliver reports on divisional business and engage health community input
• Manage expenditure and budgets (pay/non-pay) and contribute to CIP savings
• Recruitment, induction, development and performance management of staff
• Ensure staff training, coaching and development, with learning environments
• Support consultant-led clinical service delivery with appropriate PAs
• Coordinate with Strategic Division to ensure commissioned activity aligns with plan
• Manage staff-related workforce indicators and sickness absence

Key requirements

• Management experience in an Urgent and Emergency care setting
• Knowledge of health and social care legislation and policy
• Experience managing patient flow
• Operational management experience with change management
• Proven project management/service redesign experience
• Delivering change and performance through management and clinical teams
• Experience leading multidisciplinary teams and building high-performance teams
• Budget and staff management experience
• Handling complex/sensitive information and unpredictable situations
• Understanding of NHS environment
• Proven ability to write high-quality reports, business cases and present data
• Knowledge of 18-week and cancer pathways
• Ability to report and interpret trends
• Experience translating strategy into an operational environment
• Experience in complaints handling

• Effective written and verbal communication
• Influence, negotiate and persuade
• Cross-functional collaboration
• IT and financial skills
• Data analysis and reporting
• Budgeting and cost management

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