Job summary
We are seeking a strategic and driven Deputy General Manager to lead our Patient Services Centre (PSC) at Imperial College Healthcare NHS Trust.
This is a high-impact leadership role responsible for overseeing all outpatient booking functions, internal and external referrals, and our outpatient call centre.
You will lead a large administrative workforce and be accountable for operational performance, digital transformation, and quality assurance across the PSC.
The post-holder will be expected to modernise booking systems, optimise workflows, and implement clear KPIs, audit structures, and staff training programmes to ensure efficient and patient-centred services. You will work closely with clinical, digital, operational, and corporate colleagues to align service delivery with Trust strategy, national access standards, and patient experience goals.
This role is ideal for someone with strong NHS operational leadership experience, a proven ability to lead complex change programmes, and a passion for improving patient access through data-driven service design.
If you are ready to lead one of the most ambitious outpatient access programmes in the country and make a measurable difference to how patients experience care, we want to hear from you.
Main duties of the job
- Lead and modernise a large-scale booking and contact centre operation with over 50+ WTE staff.
- Oversee call centre, internal/external referrals, office management and digital booking systems.
- Design and implement robust KPIs, quality frameworks, and training programmes.
- Collaborate with clinical, operational, and digital stakeholders to improve access and experience.
- Deliver cost reduction programmes while maintaining excellence in service quality.
- Lead HR processes and performance management with fairness, clarity, and confidence.
About us
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.For both overviews please view the Job Description attachment with the job advert.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.For both overviews please view the Job Description attachment with the job advert.
Person Specification
EDUCATION
Essential
- Relevant first degree
- Recognised management qualification at postgraduate level and/or experience
- Completion of a continuous improvement skills course, e.g. Lean Six Sigma
Desirable
- Relevant postgraduate qualification
EXPERIENCE
Essential
- Senior services level management experience
- Experience of managing a large administrative team within NHS (WTE 50+) with complex, high volume, front and back office support
- Experience in managing complex HR workload within NHS services. Managing and deciding on complex employment issues including handling grievances and disciplinary issues
- Experience of writing complex business cases and project plans with evidence of delivery
Desirable
- At least 2 years' experience in managing NHS services
- Experience in setting up new NHS service
- Experience of operational and staff management in the NHS
SKILLS / ABILITIES
Essential
- Expert in the skills and disciplines of operational excellence including demand and capacity management, lean/continuous improvement methods and practices, development of the quality and audit framework
- Passionate about Delivering Excellence in Customer Service & Satisfaction to internal and external customers
- Leads and Promotes Excellence in People, Processes & Technologies Strong Team Builder & Promoter of Teamwork
- Ability to co-ordinate and investigate complaints, including experience of dealing with distressed patients / relatives / staff.
Person Specification
EDUCATION
Essential
- Relevant first degree
- Recognised management qualification at postgraduate level and/or experience
- Completion of a continuous improvement skills course, e.g. Lean Six Sigma
Desirable
- Relevant postgraduate qualification
EXPERIENCE
Essential
- Senior services level management experience
- Experience of managing a large administrative team within NHS (WTE 50+) with complex, high volume, front and back office support
- Experience in managing complex HR workload within NHS services. Managing and deciding on complex employment issues including handling grievances and disciplinary issues
- Experience of writing complex business cases and project plans with evidence of delivery
Desirable
- At least 2 years' experience in managing NHS services
- Experience in setting up new NHS service
- Experience of operational and staff management in the NHS
SKILLS / ABILITIES
Essential
- Expert in the skills and disciplines of operational excellence including demand and capacity management, lean/continuous improvement methods and practices, development of the quality and audit framework
- Passionate about Delivering Excellence in Customer Service & Satisfaction to internal and external customers
- Leads and Promotes Excellence in People, Processes & Technologies Strong Team Builder & Promoter of Teamwork
- Ability to co-ordinate and investigate complaints, including experience of dealing with distressed patients / relatives / staff.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
