Junior Service Manager

Chelsea and Westminster Hospital NHS Foundation Trust is one of the leading providers of services for the LGBTQI+ communities including our surgical service, Chelsea Centre for Gender Surgery (CCGS), the gender dysphoria clinic 'TransPlus', trans sexual health service '56T'. Our trans services are recognised for their inclusivity & diversity and our ambition is to be the leading healthcare provider for trans and non-binary service users in the UK, building on the specialist expertise and knowledge of our clinical teams.

Chelsea and Westminster Hospital is commissioned by NHS England to provide a comprehensive gender surgery centre including masculinising lower surgery, masculinising chest and feminising lower surgery. Our vision is for an innovative and patient-centred service, based on the principle that patients must have equal access to surgical services whatever their gender identity with reasonable adjustments to the delivery of care to match the individual's needs and circumstances.

The JSM is responsible for the delivery of high quality and efficient patient services and will provide operational management support to the Deputy General Manager and the Service Director. The Junior Service Manager will have overall responsibility for performance management of the CCGS service. This will require effective collaboration with admin teams, medics, nurses and other interdependent departments. The Junior Service Manager will work in partnership with other members of the management team, in particular, Service Directors, Lead Nurse, Deputy General Manager, General Manager, Matron/Clinical Managers and Charge Nurses to achieve agreed performance, financial productivity targets and clinical quality indicators. The Junior Service Manager will be responsible for project managing a number of identified innovation projects and service improvement initiatives. The directorate is highly innovative and currently implementing a number of large scale and high profile innovations with reach outside of our department and in some cases sector wide. Where appropriate, the Junior Service Manager will work with peers based on other Trust sites to share learn and drive consistency of clinical practice, business processes and reporting. The Junior Service Manager will ensure that line management of staff is undertaken professionally and that each member of staff has an appraisal and development and training plan consistent with Directorate, Division and Trust objectives.

Our Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award-winning clinics across North West London.

Our nearly 7,500 staff care for a diverse population of 1.5m, providing full clinical services including maternity, A&E and children's services, plus specialist HIV and sexual health care. The CQC rates us Good in safety, effectiveness, care and responsiveness, and Outstanding in leadership and resource use.

We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and an £80m Ambulatory Diagnostic Centre at West Mid.

We are delivering sustainable healthcare through our Green Plan. In line with Greener NHS ambitions, we aim for net zero carbon emissions by 2045. Achieving this requires collective effort. We encourage staff to reduce their impact on carbon, waste and pollution wherever possible. Every action counts to create a healthier, more sustainable future.

We are committed to equal opportunities and believe diversity drives innovation and excellence. We welcome applications from the global majority, veterans and underrepresented communities, valuing the perspectives they bring.

If you haven't heard from us within 3 weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probation.

Some roles may require weekend shifts at multiple sites.

Provide hands-on operational management to the CCGS service, ensuring the delivery of services in line with national service standards.

Be accountable to the Deputy General Manager and the General Manager for the monitoring and delivery of key quality, productivity and performance targets.

Take responsibility for the investigation and co-ordination of complaints that are predominantly administrative/medical related working closely with the wider MDT.

Manage and implement innovation projects to support the development of the service.

Be responsible for effective communication including regular team and departmental briefing.

Promote excellent customer service and patient experience throughout all areas of responsibility, taking remedial action to correct poor and unresponsive service.

Support the delivery of quality and Clinical Governance objectives such as risk management and incident reporting/investigation.

Participate in business planning ensuring multi-disciplinary involvement at specialty level in activity and development plans.

Ensure that clinic templates, procedure schedules and rotas deliver care at times that meet service capacity and patient needs.

Assist the Deputy General Manager in the production, implementation and revision of operational policies throughout the Directorate, instigating the changes to or implementation of policies and procedures.

Support completion of patient and staff surveys and other feedback mechanisms, formulating remedial action plans.