UCR Service Manager

About The Role

Service Manager – Urgent Community Response (UCR)

We are seeking an experienced Service Manager to lead the operational delivery of our Urgent Community Response (UCR) Hub.

The UCR service provides rapid two\-hour interventions through a multidisciplinary team, helping residents remain independent and avoid unnecessary hospital admissions. Local Care Direct serves as the single point of contact for the service, supported by non\-clinical care navigators and clinicians.

Reporting to the Head of Contact Centre Operations, the Service Manager will provide non\-clinical operational leadership, ensuring the service meets Care Quality Commission (CQC) standards while driving performance, continuous improvement, and service development. The role involves working closely with the LCD Clinical Lead, support services, system partners, and stakeholders to strengthen integrated care pathways and achieve service outcomes.

Key responsibilities include:

• Managing day\-to\-day non\-clinical operations across the UCR Hub.


• Acting as the main contact for operational issues within the service.


• Leading service improvement initiatives and identifying opportunities for efficiency and cost\-effectiveness.


• Ensuring productivity targets and performance standards are achieved.


• Working with support services to maintain appropriate staffing, recruitment, retention, and resources within budget.


• Ensuring compliance with Standard Operating Procedures and operational plans.


• Defining, reviewing, and updating UCR Hub processes and service standards.


• Supporting change management and service development activities.


• Developing and optimising the use of SystmOne as the core business system.


• Monitoring performance data to support continuous improvement.


• Representing Local Care Direct within the Kirklees Alliance and supporting effective partnership working.

For full details of the role and responsibilities, please refer to the attached job description.

About You

Qualifications
*Essential*

• Educated to degree level or equivalent experience with GCSE English and Maths grade C/4 or above.

*Desirable*

• Level 4 or above Management qualification

Experience
*Essential*

• Management of staff in a call handling operational environment.


• Meeting contractual service targets and standards.


• Rota Management.


• Implementing change and supporting others through change.


• Implementing policies, procedures and working practices.


• Managing stakeholder relationships.

*Desirable*

• Working with core operational systems – SystmOne.


• Understanding of budget management.

Management in a healthcare environment.

• Skills*Essential*


• Team building and development


• Good organisational and communications skills – written and oral.


• Analysing, interpret and present data.


• Able to make critical decisions quickly and rationally.


• Good interpersonal skills and able to develop effective working relationships \& professional creditability with colleagues at all levels.


• Effective engagement and influencing skills.


• Experience in Microsoft packages and good IT skills inc knowledge of MS office.

*Desirable*

• + Organisation and achievement of KPIs.

+ Report writing.
+ Use of root cause analysis techniques in managing performance.
+ Project Management

• Knowledge


• *Essential*


• + Fluent in English language.

+ NHS Services.
+ Conflict resolution.
*Desirable*

• Local Care Direct Services.


• Safeguarding.

Personal Attributes

• Flexibility with working hours.


• Flexible, willing to work in areas other than main base and adaptable to change


• Stays calm under\-pressure


• Approachable \& positive


• Ability to work alone and also as part of a team

About Us

At Local Care Direct, we are proud to be a values\-led social enterprise providing essential health and support services across West Yorkshire. Since 2004, our teams have helped people access the right advice, care and support in the right place, at the right time and as close to home as possible.

With around 500 colleagues working across seventeen sites, we deliver services 24 hours a day, 365 days a year, including GP out\-of\-hours care, urgent treatment centres, walk\-in services, a central contact centre, dental assessment and booking, and tailored support for NHS partners.

We are looking for people who share our commitment to honesty, integrity, fairness, consistency, kindness and respect. In return, you will be part of a supportive, inclusive organisation where colleagues are valued and encouraged to make a real difference for patients, partners and local communities.

As part of our team, you will have access to development opportunities, clear progression pathways and a range of employee benefits, including:

• NHS pension scheme


• Dedicated volunteer leave


• 25 days’ annual leave, plus bank holidays, increasing with service


• Employee Assistance Programme for confidential wellbeing support


• Hybrid and flexible working options, dependent on role


• Access to the Blue Light Card for national discounts

If you want to be part of an organisation that puts people first and supports you to develop, we would welcome your application.

Click here to access our website: Local Care Direct

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