Assistant Service ManagerNHS

Job summary

Assistant Service Manager - Acute and Emergency Medicine 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.**Please note this vacancy may close early once sufficient applications have been received**

Main duties of the job

• 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.

Job description

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.

About us

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.