Job summary
As a not-for-profit GP Federation, South Downs Health and Care is slightly different in that we are not a GP Practice with our own list of patients. Instead, we provide services at scale such as out of hours NHS GP services on behalf of local practices (pre-booked appointments), Flu and Covid Vaccination Services and much more! SDHC also provide a Private GP service to the local community.
We have an exciting opportunity for a Service Lead to join our busy and friendly team.
This would be on a permanent, full-time basis. Please email the contact email address if you'd like to book a chat with Katie Collett, Operations Manager, to understand more about the hours and how it works.
You will join our team of GPs, GP Trainees, Advanced Clinical Practitioners, Vaccinators and Phlebotomists who work extremely hard in providing services to support GP Practices in East Sussex.
Main duties of the job
As a Service Lead, you will play a pivotal role in ensuring
our services are safe, effective, and responsive to the needs of patients and
stakeholders. You participate in operational planning, service audits,
workforce coordination, and quality assurance, working closely with clinical
and administrative teams to meet contractual KPIs and drive continuous
improvement.
This is a key leadership position requiring excellent
communication, problem-solving, and organisational skills, with the ability to
manage complex service delivery in a fast-paced healthcare environment.
About us
Our vision is Better Health & Wellbeing. Today & Tomorrow.
We enjoy and value a friendly atmosphere across the company with staff who are willing to work collaboratively, with a 'can do' approach and who like to be busy. We operate a culture where staff are encouraged to be accountable and are willing to give and receive feedback directly with each other in a respectful way so that we can all learn together and from each other.
Please read the additional information provided.
PLEASE NOTE WE DO NOT PROVIDE SPONSORSHIP FOR INTERNATIONAL APPLICANTS. PLEASE DO NOT APPLY UNLESS YOU HAVE UNRESTRICTED RIGHT TO WORK IN THE UK.
Job description
Job responsibilities
The Service Lead at SDHC is responsible for overseeing the
mobilisation, delivery, and continuous improvement of NHS and Private clinical
services, ensuring they are delivered to the highest standard. This role
involves managing daily operations, addressing complaints and concerns, and
serving as the primary liaison between contract holders and stakeholders,
incorporating a strong customer service focus. The Service Lead also allocates
necessary resources, including staff and facilities, to support effective
service delivery and is accountable for quality assurance through collaboration
with the Administration Team Lead, Operations Manager, Clinical Governance
Lead, and other key personnel.
Please see the full job description and person specification.
Job description
Job responsibilities
The Service Lead at SDHC is responsible for overseeing the
mobilisation, delivery, and continuous improvement of NHS and Private clinical
services, ensuring they are delivered to the highest standard. This role
involves managing daily operations, addressing complaints and concerns, and
serving as the primary liaison between contract holders and stakeholders,
incorporating a strong customer service focus. The Service Lead also allocates
necessary resources, including staff and facilities, to support effective
service delivery and is accountable for quality assurance through collaboration
with the Administration Team Lead, Operations Manager, Clinical Governance
Lead, and other key personnel.
Please see the full job description and person specification.
Person Specification
Qualifications
Essential
- Educated to A level or equivalent.
Desirable
- Training and or experience in Leadership & Management / Customer Services / Service development
- Basic Life Support training
Knowledge and Skills
Essential
- Excellent organisational skills with ability to prioritise workload and manage time effectively to meet multiple deadlines in a busy environment
- High levels of discretion, tact and diplomacy
- Ability to maintain confidentiality at all times
- Ability to use own initiative and work independently in line with agreed procedures
- Able to deal with patients/colleagues in a professional and compassionate manner
- Able to anticipate barriers and issues and take action to mitigate risks
- Good keyboard and IT skills including knowledge of Microsoft Office (Outlook, Word, Excel, Teams and PowerPoint as a minimum)
- Excellent communication skills (written, verbal and listening) across a range of individuals and groups (internal and external) whether in-person or via video/audio calls
- Excellent customer service skills
- Able to adapt to unexpected changes
- Willingness to undertake further training if required
Desirable
- Knowledge of clinical governance and risk management
- Knowledge of information governance, patient confidentiality and data protection requirements
- Knowledge of the NHS and the challenges facing Primary Care
Experience
Essential
- Experience of successfully delivering NHS clinical services
- Experience of handling difficult conversations
Other
Essential
- Ability to travel independently between locations in a timely manner as required in post
- Reliable work record
- DBS clearance if required
- Flexibility to work across a rota including evenings and weekends
- Evidence that personal behaviour reflects SDHC values at an individual and team level
Person Specification
Qualifications
Essential
- Educated to A level or equivalent.
Desirable
- Training and or experience in Leadership & Management / Customer Services / Service development
- Basic Life Support training
Knowledge and Skills
Essential
- Excellent organisational skills with ability to prioritise workload and manage time effectively to meet multiple deadlines in a busy environment
- High levels of discretion, tact and diplomacy
- Ability to maintain confidentiality at all times
- Ability to use own initiative and work independently in line with agreed procedures
- Able to deal with patients/colleagues in a professional and compassionate manner
- Able to anticipate barriers and issues and take action to mitigate risks
- Good keyboard and IT skills including knowledge of Microsoft Office (Outlook, Word, Excel, Teams and PowerPoint as a minimum)
- Excellent communication skills (written, verbal and listening) across a range of individuals and groups (internal and external) whether in-person or via video/audio calls
- Excellent customer service skills
- Able to adapt to unexpected changes
- Willingness to undertake further training if required
Desirable
- Knowledge of clinical governance and risk management
- Knowledge of information governance, patient confidentiality and data protection requirements
- Knowledge of the NHS and the challenges facing Primary Care
Experience
Essential
- Experience of successfully delivering NHS clinical services
- Experience of handling difficult conversations
Other
Essential
- Ability to travel independently between locations in a timely manner as required in post
- Reliable work record
- DBS clearance if required
- Flexibility to work across a rota including evenings and weekends
- Evidence that personal behaviour reflects SDHC values at an individual and team level
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
