Deputy Service Manager

Posting date:	10 March 2026
Salary:	£40,000.00 per year
Additional salary information:	£40000.00 a year
Hours:	Full time
Closing date:	22 March 2026
Location:	Truro, TR12JA
Company:	NHS Jobs
Job type:	Permanent
Job reference:	P0017-26-0008

Summary

Job Summary The Deputy Service Manager is responsible for supporting the Service Manager in the effective operational management of Smile Togethers clinical services.Your purpose is to ensure that each practice delivers outstanding patient care, meets contractual and business objectives, runs safely and efficiently, and contributes positively to the health of the communities we serve. You will play a key role in translating organisational strategy into practical action, ensuring our practices are resilient, well-led and focused on improving access, quality and patient experience. Key accountabilities: Leading and Supporting Practices Line manage, coach and support our Practice Managers to deliver safe, effective and compassionate dental services, whilst meeting contractual and business objectives Build strong relationships with clinicians, ensuring they feel supported, engaged and able to focus on patient care Create a culture of openness, learning and continuous improvement across your practices Call Centre As Deputy Service Manager, you will hold responsibility for the effective line management of the Call Handling team. You will ensure the call centre delivers a safe, responsive and patient-focused service, managing both inbound and outbound calls and associated administrative processes that enable patients to access care efficiently. This will include: Line management and performance oversight of the Call Handling Team Ensuring inbound calls (including urgent, routine and referral enquiries) are answered promptly, professionally and in line with Smile Together standards Overseeing outbound calling activity including waiting list management, appointment booking, recalls, follow-ups and patient communications Ensuring call handlers accurately record patient information, referrals and outcomes within the Practice Management System Managing call centre workflows, rotas and capacity to meet demand and minimise delays for patients, by working with the Clinical Referral Manager on incoming referrals and the booking of assessment clinics. Ensuring administrative duties linked to patient access, referrals, waiting lists and appointment management are completed accurately and on time Using call, waitlist and booking data to identify pressures, improve access and support service planning This ensures that patient access, communication and administrative processes are fully aligned with practice capacity, clinical priorities and Smile Togethers commitment to high-quality, equitable care. Out of Hours You will hold responsibility for the day to day management of the Out of Hours service. This will include: Recruitment and retention of OOH team including Dentists, Dental Nurses and Adminitration Team members Utilisation of clinical time Ensure consistent patient experience, safety, and quality standards across all sites Delivering High-Quality Patient Care Ensure consistent patient experience, safety, and quality standards across all sites Support practices to reduce inequalities and improve access to NHS and community dental services Support the Practice Managers in monitoring patient feedback, complaints and outcomes, ensuring learning is shared and improvements are made Operational & Financial Management Hold responsibility for budgets, productivity, and financial performance across your area Ensure services are staffed appropriately, clinics are well utilised, and resources are used efficiently, across your area Work with Professional Support teams to support contract delivery, activity levels and long-term sustainability People Leadership & Wellbeing Develop, coach and retain high-performing Practice Managers and teams Promote wellbeing, inclusion and psychological safety Support learning, training and career development across your areas Governance, Compliance & Risk Support the Practice Managers to ensure all practices meet CQC, NHS and organisational standards Maintain strong governance, audit and risk management processes Act quickly and confidently when issues arise, always putting patient safety first Change & Improvement Lead service improvement, digital change and new ways of working Support new service launches, practice growth and service redesign Help Smile Together Dental continue to innovate in how we reach and serve Will play a valuable part in contributing to the success of our organisation Be an ambassador for the companys vision, mission and values and demonstrate related behaviours To professionally represent Smile Together as an ambassador for the company in this role, leading by example Maintain and develop your continuing professional/personal development according to agreed training needs via our Smile Together Training Academy Able to work independently and travel across the county as required On occasions you may be required to visit and work from other locations where you would need to integrate as part of the local team Undertake other reasonable duties as requested by your line manager and the Smile Together Management Team Line Management and Leadership: Recruitment and selection of candidates for vacant roles in the team in line with company procedures to ensure high quality intake of staff into Smile Together in the appropriate numbers Manage the performance and development of team members in line with company procedures to achieve effective performance against their job description accountabilities Manage attendance and wellbeing of the team in line with company procedures to maximise wellbeing and attendance levels Monitor and manage conduct issues in the team in line with company procedures, to ensure a positive work culture and adherence to the Code of Conduct for GDC and Smile Together Handle grievances and complaints from the team promptly and empathetically, to ensure satisfactory resolution of employee concerns Actively work with the management team to meet company objectives