Head of Service for IUCS/Primary care

Overview

In this role you will oversee IUCS operations across NEMS to meet access, workforce, and service-improvement targets. You will partner with the leadership team to deliver high-quality, cost-efficient urgent care services within approved budgets. You will lead strategic programmes that drive productivity, workforce development, and service improvements, shaping how NEMS meets its core KPIs. This is a hands-on senior management position with a focus on performance recovery and transformation. You will work across sites to ensure safe, effective patient care and continuous improvement.

Pay / Benefits

• flexible working
• learning and development programme
• competitive salary (£57,000–£65,000)
• not-for-profit mission
• opportunity to lead cross-site transformation
• professional growth opportunities

Responsibilities

• Oversee day-to-day IUCS operations and ensure performance targets are achieved
• Identify drivers of underperformance and develop, implement and evaluate improvement plans
• Collaborate with clinical and operational leads to realise operational improvements
• Lead capacity and demand assessments to inform actions and future needs
• Coordinate service recovery meetings and drive accountability for actions
• Support digital capabilities to leverage data and drive opportunities
• Develop and progress financial efficiency initiatives for IUCS
• Line-manage IUCS Operational Service Managers and Call Handling/Transport Manager
• Foster a culture of continuous improvement and open communication
• Lead and participate in business transformation and KPI tracking
• Engage in partnerships to maximise development opportunities

Key requirements

• Significant experience in operational management, preferably in NHS or social care
• Experience in service planning and management
• Strong problem-solving and analytical abilities
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Data-driven decision-making experience
• Degree or postgraduate qualifications or equivalent experience

• Visible and self-motivated leadership
• Willingness to learn new skills
• Strong integrity and ethical conduct
• Microsoft Excel proficiency
• Knowledge of IT systems related to the role
• Data analysis and solution design

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