Assistant Service Manager

An exciting opportunity has arisen to join the Acute and Emergency Medicine Care Group leadership team at a time of significant operational focus and service development. We are seeking a motivated and forward-thinking individual to support the Head of Operations and wider triumvirate in delivering safe, effective and timely urgent and emergency care. This is a key role within a fast-paced environment, providing operational support across Emergency Department (ED), Acute Medical Unit (AMU) and associated pathways. The post holder will play a central role in supporting day-to-day delivery while contributing to improvements in patient flow, access and overall performance. The successful candidate will support delivery against key urgent care standards, including waiting times and flow, using real-time performance monitoring to identify risks and implement timely actions. Working closely with clinical, nursing and operational teams, they will contribute to maintaining performance and patient safety. The role offers exposure to senior leadership and system working, supporting service improvement, collaboration and embedding best practice across the Care Group, an excellent opportunity for someone looking to develop their operational leadership skills.,

• Provide day-to-day operational management support to the Head of Operations and triumvirate, ensuring safe, effective and responsive urgent and emergency care delivery across ED, AMU and associated pathways.
• Support delivery of key performance standards, including patient flow, waiting times and capacity management, using robust systems to monitor performance and escalate risks in real time.
• Work collaboratively with multidisciplinary teams to manage operational pressures, improve patient flow and enhance patient experience.
• Ensure compliance with local and national patient safety, quality and governance standards, including risk management and equality impact requirements.
• Lead the coordination and management of complaints, ensuring timely investigation, response and learning.
• Support service improvement and digital initiatives, providing analysis, reporting and insight to inform operational decision-making and planning, and ensuring data quality.
• Coordinate team activity and resources to meet service objectives, and provide effective workforce management in line with Trust policies, including staff engagement, communication and development.
• Build strong relationships with internal and external stakeholders, contribute to escalation processes during periods of pressure, and provide cross-cover to maintain continuity of service delivery., The following outlines the key duties and responsibilities of the role. This is not intended to be an exhaustive list and the post holder may be required to undertake other duties commensurate with the grade of the post.
Operational Delivery and Performance
• Support the delivery of safe, effective and timely urgent and emergency care services across the Care Group.
• Drive performance against key targets, including patient flow, access standards, and length of stay reduction.
• Ensure robust systems are in place to monitor operational performance, proactively identifying risks and implementing corrective actions.
• Coordinate team activities to ensure service objectives are met, with resources effectively prioritised and aligned to demand.
Quality, Safety and Governance
• Ensure services are compliant with agreed local and national patient safety and quality standards, including risk assessments, equality impact assessments, and regulatory requirements.
• Lead the management of complaints within the Care Group, ensuring timely investigation, collation of statements, and delivery of high-quality responses within required timescales.
• Collate, analyse and report on complaints to identify themes, learning and opportunities for service improvement.
Service Improvement and Transformation
• Support and lead service development and improvement initiatives aligned to Care Group priorities.
• Take a lead role in the implementation of digital solutions, including digital dictation and electronic discharge summaries.
• Support operational teams through change management processes, providing guidance, training and support as required.
• Lead on specific projects as agreed by the Care Group Team.
Workforce Leadership and Management
• Provide line management to designated teams (including Secretarial Teams), ensuring a clear management structure is in place.
• Ensure HR processes are implemented effectively and in line with Trust policies and procedures.
• Promote effective team communication, including regular, minuted team meetings.
• Support staff development and training, ensuring high standards of customer care and continuous professional development.
Data, Reporting and Planning
• Ensure data quality across service areas, taking corrective action where issues are identified.
• Analyse and interpret data to support operational decision-making, forecasting and service planning.
• Provide timely and accurate reports to support the Care Group in achieving key performance targets.
Partnership Working and Communication
• Develop and maintain strong relationships with clinical, nursing and operational colleagues within the Care Group.
• Work collaboratively with internal and external stakeholders to support patient pathways and service delivery.
General Responsibilities
• Provide cross-cover for colleagues as required to ensure continuity of service delivery.
• Deliver training, briefings and updates in relation to service developments and operational priorities.
  
  Educated to degree level or equivalent
• Postgraduate management qualification or equivalent level experience., Demonstrable administrative experience.
• Health service experience
• Ability to work to deadlines
• Able to work with a range of professionals
• Able to pay attention to detail, Thorough familiarity with the NHS and health policy, Evidence of good written and verbal communication skills
• Ability to work with staff at all levels of the organisation.
• Effective time management skills
• Ability to work under stress and build strong relationships.
• Good IT skills with knowledge and experience of Microsoft products.
• Ability to work as a team player
Desirable criteria
• Project management and influencing skills, Reliable, thorough and decisive
• Personal commitment to the core values of the NHS
  
  Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital.
We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women's NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients. UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond. For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West. Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women's Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK's largest single site maternity hospital each year. The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services., The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Note: Under current Home Office Immigration Rules we are currently unable to offer right to work visa sponsorship for Band 2 and 3 roles with a salary of less than £25,000 pa as they do not meet the UK Visas & Immigration criteria. Only those applicants who demonstrate clearly how they meet our person specification will be shortlisted for interview. We reserve the right to close any vacancies from further applications when we have received a minimum number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role. Candidates applying for the role of Healthcare Assistant on the staff bank should note that due to the nature of the role, workers must be aged 18 or above when commencing in post. Applicants are therefore welcome from those aged over 18 or within 3 months' of their 18^th birthday. The Trust is committed to promoting a healthy work-life balance and achieve fair, equitable and consistent practice. We welcome flexible working requests and will consider a variety of flexible working arrangements from day one of your employment. Not all roles are suitable for every flexible working opportunity all of the time. Flexible working options may include reduced hours, compressed hours, fixed shifts, time back in lieu and home working. The Trust is committed to promoting equality and diversity; we value the contribution of individual talent, skills, knowledge and experience and aim for a workforce demography representative of the local community. We encourage applicants from the following groups that are currently under-represented in our workforce black, Asian and minority ethnic, lesbian, gay, bisexual and Transgender (LGBTQ+), disabled, male and age 16-24. Trust policy requires that the cost of submitting & processing the successful applicant/s DBS application be recovered via salary deduction following start in post. The amount of £26.50 (standard disclosure) or £54.50 (enhanced disclosure) will be deducted from salary, in manageable monthly instalments for up to 3 months following commencement of employment. Bank posts require upfront payment. From April 2017, Skilled visa applicants and their adult dependant(s) will be required to provide a criminal record certificate from each country they have lived in consecutively for 12 months or more in the past ten years. Applicants requiring sponsorship may wish to determine the likelihood of obtaining sponsorship for this position by assessing themselves against the criteria on the gov.uk website - https://www.gov.uk/check-uk-visa. This organisation has a zero-tolerance approach to the abuse of children, young people and vulnerable adults. All staff must ensure they adhere to the organisations safeguarding children and adults' policy and comply with the Local Safeguarding Children and Adult Board procedures. Staff should be mindful of their responsibility to safeguard children and adults in any activity performed on behalf of the organisation in line with the requirements of statutory guidance and legislation. All employees (and volunteers)are expected maintain their safeguarding knowledge and skills by completing mandatory safeguarding training which includes understanding and recognising the signs of abuse and neglect and taking appropriate action. As an organisation, we have adopted the Merseyside Domestic abuse workplace scheme which supports our staff who are experiencing Domestic Abuse /any forms of sexual violence. If you have any personal requirements that will enable you to participate in our recruitment process please contact a member of the Recruitment Services by phone on at the earliest opportunity to ensure that measures can be put in place to enable your application for this post. Please note: new entrants to the NHS will commence on the first pay point of the relevant band.