Assistant Service Manager | Chelsea and Westminster Hospital NHS Foundation Trust

Dyddiad hysbysebu:	08 Rhagfyr 2025
Cyflog:	Heb ei nodi
Gwybodaeth ychwanegol am y cyflog:	£46,419 - £55,046 per annum incl HCAS
Oriau:	Llawn Amser
Dyddiad cau:	07 Ionawr 2026
Lleoliad:	369 Fulham Road, SW10 9NH
Cwmni:	Chelsea and Westminster Hospital NHS Foundation Trust
Math o swydd:	Parhaol
Cyfeirnod swydd:	7641835/289-SC-215

Crynodeb

The Assistant Service Manager for the Fertility Centre will be responsible for the delivery of high
quality and efficient patient services in defined clinical areas. The post holder will support the
Operational Manager and Service Director with the operational management of the services and
performance targets, including patient experience, level of activity of Private and NHS funded
treatments and maintain a high standard of patient flow across the department.
The Assistant Service Manager will work closely and in partnership with other services within the
Trust, in particular the nursing teams; clinical teams; and clinical divisions to achieve agreed
performance, productivity targets and clinical quality indicators.
The Assistant Service Manager will assist in the delivery of objectives across the Directorate as well as
directly managing mutually agreed projects and service improvement initiatives.
The Assistant Service Manager will ensure the line management of his or her staff is undertaken
professionally and each member of staff has an appraisal and development & training plan consistent
with the Directorate, Division and Trust objectives

The Assistant Service Manager will support the delivery of NHS and Private ACU services through hands-on, day-to-day operational management, ensuring services meet expectations and taking timely corrective action where required. They will provide leadership and direction to administrative staff and foster positive working relationships with consultants, clinical teams, wards, and hospital departments to maintain smooth operations. The role includes supporting senior managers in investigating and coordinating complaints, resolving non-clinical issues, and ensuring effective communication by attending meetings and cascading key messages. The post holder will oversee clinic utilisation and capacity planning, address inefficiencies, and ensure accurate data capture and timely submission of datasets. They will manage small service changes or assist in wider programmes, ensuring thorough planning, stakeholder engagement, and resource allocation. Compliance with governance and best practice standards is essential, alongside designing and implementing audits. The Assistant Service Manager will also assist the Head of Operations and Service Manager in developing and revising operational policies, while maintaining accurate documentation across hospital systems such as Compucare and Cerner to ensure all care episodes are recorded and up to date.

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.
1. To support in the overall delivery of the NHS and Private ACU service, providing hands-on
operational day to day management to deliver services in line with expectations, taking timely
corrective action as required.
2. Provide management direction and leadership to administration staff.
3. Promote and maintain positive working relationships with consultants, clinical professionals,
wards and hospital departments to ensure the smooth running of ACU within the Trust.
4. Support the operational and senior managers with the investigation and co-ordination of
complaints. Ensure that corrective action is taken in response to patient feedback.
5. Resolve any non-clinical issues arising on a day to day basis and escalate as appropriate.
6. Attend local team meetings and cascade key messages to staff ensuring that effective
communication systems are in place
7. Ensure effective clinic utilisation and capacity planning, identifying where there are
inefficiencies or lack of capacity and take steps to address issues.
8. Play a key role in ensuring effective systems of capturing high quality data are in operation and
all datasets are submitted to a high level of accuracy in line with required timescales
9. Manage small service changes or assist in wider change programmes as required ensuring that
there is thorough planning, scoping, stakeholder engagement, patient communication and
resource planning
10. Proactively take steps to ensure compliance with internal and external governance and best
practice requirements
11. Design and implement audits of the service
12. Assist the Head of Operations and Service Manager in the production, implementation and
revision of operational policies.
13. Maintain and enforce all standards of documentation on all hospital systems, including
Compucare and Cerner, to ensure that all care episodes are entered, kept accurate and up to
date
2. Staff management
1. Day to day supervision and management of the staff within the service to ensure that they
deliver an effective quality service to patients, actively managing poor behaviour, attendance,
annual leave, sickness and performance, in line with Trust policies.
2. Manage the staff rota for each area to ensure that appropriate cover is provided for each service
as required
3. Ensure that staff are correctly trained and that they understand their roles and responsibilities.
4. Ensure that all staff have and dress in the appropriate uniform whilst at work
5. Ensure that sufficient staff are adequately trained to be able to provide cross cover for their
respective roles
6. To assist in the appraisal and personal development process, setting appropriate objectives and
reviewing staff as appropriate
7. To be actively involved in recruitment processes for new staff
8. Manage and monitor bank staff usage, ensuring that this is within the budget set out annually
9. To coach the team to deliver exceptional care and service, ensuring that we are meeting all
expectations of the patients and Consultants and delivering on any timescales promised.

Patient Experience
1. Resolve any issues and complaints raised by patients, staff or clients as swiftly as possible, and
to escalate these as appropriate if this is not possible.
2. Investigate and draft complaint responses on behalf of the Operational Manager and implement
changes if needed.
3. Attend the monthly quality meetings and make changes as necessary.
4. Ensure that patient satisfaction questionnaires and other feedback is collected and monitored
on a regular basis.
5. Work with the facilities and support team staff within the unit to ensure that the highest quality
service is provided to the patients and clients.
Administrative Responsibilities
1. Maintain and enforce all standards of documentation on both Compucare, evolve, Cerner and
Meditex to ensure that all care episodes are entered and kept accurate and up to date.
2. Management of all patient information in line with data protection policies in place at the Trust
including ensuring that all patients are recorded on both on systems.
3. Provide daily activity reports to the Operational Manager.
4. To keep updated on all Trust Policies and procedures by attending any advertised briefings as
and when they arise.
5. Ensure all CCG funding requests are submitted in a timely manner.
Operational Management
1. To support the Service Manager in the overall delivery of the NHS and Private ACU service,
providing hands-on operational day to day management to deliver services in line with
expectations, taking timely corrective action as required.
2. Provide management direction and leadership to administration staff.
3. Promote and maintain positive working relationships with consultants, clinical professionals,
wards and hospital departments to ensure the smooth running of ACU within the Trust.
4. Support the service manager with the investigation and co-ordination of complaints. Ensure
that corrective action is taken in response to patient feedback.
5. Resolve any non-clinical issues arising on a day to day basis and escalate as appropriate.
6. Attend local team meetings and cascade key messages to staff ensuring that effective
communication systems are in place
7. Ensure effective clinic utilisation and capacity planning, identifying where there are
inefficiencies or lack of capacity and take steps to address issues.
8. Play a key role in ensuring effective systems of capturing high quality data are in operation and
all datasets are submitted to a high level of accuracy in line with required timescales
9. Manage small service changes or assist in wider change programmes as required ensuring that
there is thorough planning, scoping, stakeholder engagement, patient communication and
resource planning
10. Proactively take steps to ensure compliance with internal and external governance and best
practice requirements
Assistant Service Manager, The Fertility Centre - Job description – February 2021
Chelsea and Westminster Hospital NHS Foundation Trust 7
11. Design and implement audits of the service
12. Assist the Head of Operations and Service Manager in the production, implementation and
revision of operational policies.
13. Maintain and enforce all standards of documentation on all hospital systems, including
Compucare and Cerner, to ensure that all care episodes are entered, kept accurate and up to
date
14. Provide management direction and leadership to all administration staff in the Unit.
Financial Management
1. Ensure that all patients receive an invoice on discharge
2. To obtain full payment in advance from self-pay clients, and to obtain further advances as
required to ensure that the Trust does not incur any debt.
3. Ensure that cash is appropriately accounted for as per the cash handling policy, and to work
with the finance team to investigate any variations.
4. Manage staff budgets and bank cover within the agreed constraints
5. To carry out weekly checks to correlate Cerner and other systems to Compucare to ensure that
all income has been identified, invoiced and collected.
6. To play an active role in identifying areas where expenditure can be reduced or further income
generated.
7. Participate in business planning and identification of income generation and cost reduction
schemes
8. Undertake detailed analysis of specific projects/reports requiring high levels of analytical input
9. Contribute to the production of performance information, taking a lead for specific projects.
10. Support the development of Service Leads and the implementation of systems for succession
planning
Other
1. Ensure all communication, which may be complex, contentious or sensitive, is undertaken in a
responsive and inclusive manner, focusing on improvement and ways to move forward.
2. Ensure all communication is presented appropriately to the different recipients, according to
levels of understanding, type of communication being imparted and possible barriers such as
language, culture, understanding or physical or mental health conditions.
3. To keep updated on all relevant Trust Policies and procedures by attending any advertised
briefings as and when they arise.
4. To maintain statutory and mandatory training at the appropriate level for both self and direct
reports


This advert closes on Monday 22 Dec 2025