Service Support Manager - Haematology

Working in partnership with the Directorate Management Team, the post holder will be accountable for providing comprehensive administrative and service coordination to ensure the smooth and efficient delivery of haematology services across UHN on a day\-to\-day basis.

The role will support the Directorate in meeting key performance, quality, and financial targets, and in delivering service development in line with Directorate and Divisional plans. The post holder will take a proactive leadership role in overseeing administrative processes, identifying inefficiencies, implementing improvements, and ensuring robust governance across the service.

A key requirement of this role is the ability to work autonomously, using initiative to resolve complex issues, make informed decisions, and maintain service continuity without routine supervision.

The role requires excellent organisational, interpersonal, and communication skills, with the ability to work confidently and professionally with staff at all levels, as well as patients and the public, in a fast\-paced and pressured environment.

The post holder will work as part of the administration team and provide cross\-cover during periods of staff absence within the team and across other Directorate teams when required. This support will normally be provided between core hours of 08:00 and 17:00, with occasional flexibility outside these hours to align with Direct Clinical Care commitments, as agreed locally based on service needs.

Provide day\-to\-day operational leadership for the haematology administration team, ensuring high quality, safe and efficient service delivery across the Directorate.

Line manage administration staff, including performance management, recruitment, training, appraisal completion and ensuring mandatory training compliance.

Lead and oversee administrative processes, ensuring robust governance, high data quality and accurate information across all Trust systems.

Monitor and manage performance through daily reporting, including PTL validation, clinic utilisation, unappointed lists and national performance targets (including RTT).

Support and deliver national and Trust performance targets, ensuring waiting list rules and Access Policy compliance through audits, validation and breach analysis.

Lead and support service improvement projects, identifying operational inefficiencies and implementing improvements to enhance patient experience and service delivery.

Provide senior operational support and act as a key point of contact for staff, clinicians, patients and external stakeholders, resolving issues and escalating where required.

Produce and present weekly capacity vs demand reports, identifying risks and recommending mitigation plans to senior management.

Manage budgets in line with Trust financial governance, including monitoring expenditure and minimising bank/agency usage through effective workforce planning.

Please submit your application as soon as possible, as we reserve the right to close adverts once sufficient applications have been received.

We recognise that AI tools can support application writing; however, candidates are asked to keep their use to a minimum. Responses should reflect your own experience, skills and knowledge, as over\-reliance on AI\-generated content may result in generic answers that do not accurately represent your abilities.

University Hospitals of Northamptonshire (UHN) brings together Kettering General Hospital NHS Foundation Trust and Northampton General Hospital NHS Trust. As a group, we are committed to improving services for our communities through collaboration, modernising care delivery and striving for excellence. Working together enables us to share expertise, strengthen services and create greater opportunities, and there may be a requirement to work across sites depending on service needs.

Our Excellence Values are Compassion, Accountability, Respect, Integrity and Courage. UHN welcomes applications from all backgrounds and is committed to an inclusive working environment. We are proud signatories of the Armed Forces Covenant and hold the Gold Award under the Employer Recognition Scheme. Candidates who identify as members of the Armed Forces community and meet the essential criteria will be guaranteed an interview.

Operational \& Performance Management

Provide operational leadership for the haematology administration team, ensuring efficient service delivery and robust governance.

Accountable for meeting key performance indicators, including RTT, waiting list management, and national targets.

Produce and present performance reports and capacity vs demand data to support operational decisions.

Support service transformation initiatives and lead on process improvement projects to increase efficiency and patient experience.

Workforce \& HR Management

Lead the administrative team, including recruitment, induction, training, appraisal, and performance management.

Develop workforce plans aligned with Trust objectives and service needs.

Ensure compliance with HR policies, managing sickness, absence and performance issues in line with Trust procedures.

Promote staff engagement and support a positive working culture across the Directorate.

Governance \& Compliance

Ensure compliance with Trust policies, including Access Policy, information governance, GDPR, and data quality standards.

Lead Access Policy audits, validation, breach analysis, and ensure findings translate into service improvements.

Oversee complaints relating to the administrative service, ensuring timely resolution and learning.

Financial Management

Support financial planning, forecasting, and budget management in collaboration with senior managers and finance partners.

Monitor expenditure, identify variances, and support QIPP/CIP initiatives to ensure efficiency without compromising service quality.

Minimise bank and agency usage through effective rota planning and workforce management.

Safeguarding \& Patient Safety

Ensure safeguarding responsibilities are met in line with Trust policies for children and adults at risk.

Maintain patient safety as a core priority in service delivery and operational planning.

Confidentiality \& Data Protection

Maintain strict confidentiality in line with GDPR and Trust policies.

Ensure accurate data recording, high data quality standards and compliant use of Trust digital systems.

Qualifications \& Skills

Management qualification or equivalent experience (degree level desirable).

Proven NHS management experience, including performance management and service improvement.

Strong project management and financial management skills.

Excellent communication and interpersonal skills with ability to work at all levels.

IT proficiency and confidence using Trust systems.

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