Operations Manager Urgent Treatment Centres & Out of Hours Service in London

Working hours: 37.5 per week including weekends. Shifts on rota basis of 8 hours onsite between 7am and 7pm.

Key Responsibilities

• Responsible for the operational management and delivery of high‑quality care across Urgent Treatment Centres and Out of Hours services.
• Oversee the day‑to‑day running of the UTCs, ensuring services operate efficiently during in and out of hours periods.
• Manage patient flow, staffing levels, shift coordination, clinician productivity, rota cover and operational pressures.
• Support recruitment, induction, supervision, appraisals, PDPs and performance management of staff.
• Contribute to audits, policy development, service evaluations, operational improvements and new projects.
• Maintain effective communication and collaborative working relationships with internal and external stakeholders to support integrated delivery.
• Ensure the safe management of medicines, stock control, security procedures and clinical environment standards.
• Provide operational support to reception and clinical teams, monitoring wait times and consultation activity, supporting patients and efficient prioritisation.
• Assist in managing the quality and performance, monitoring responsibilities in relation to the OOH and UTC services.
• Be part of the UTC and OOH Management Team improving quality and safeguarding, ensuring the development of processes and structures.
• Work with 111 service providers to ensure appointments for home visiting and face‑to‑face attendances are coordinated effectively.
• Manage duty doctors and ensure mobiles are dispatched to effectively deliver the service within the KPIs and NQRs.

Qualifications

• Educated to degree level in a relevant area or equivalent qualification.

Skills & Abilities

• Expert knowledge of the OOH service and related IT systems; computer literate, particularly Microsoft Word and Excel.
• Ability to evaluate and analyse data, work within policies, and adhere to the National Quality Requirements (NQRs).
• Understanding of all legal issues in unscheduled care and general practice, including training and development skills.
• Excellent time‑management and delegation skills, maintaining rotas and ensuring adequate coverage.
• Strong communication skills with staff, stakeholders, GPs and patients; committed to teamwork and collaboration.
• Proficient in meeting daily deadlines and prioritising conflicting workloads to meet patient needs.
• Effective conflict resolution and de‑escalation skills when managing challenging situations with patients, relatives, staff and external agencies.

Experience

• Proven leadership and communication skills, taking the lead for managing and maintaining the OOH service and providing management cover where necessary for the UTCs.
• Line management experience of OOH receptionists/drivers and an overview of the GP workforce.
• Financial proficiency and budgeting skills, maintaining clinical stock levels and ensuring value for money.
• Experience in personnel management and employment law.
• Experience in communicating with the public and colleagues, with strong verbal and written communication abilities.
• Some clinical experience is desirable.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.