At a Glance
- Tasks: Lead the UCR Hub, ensuring rapid interventions and operational excellence.
- Company: Local Care Direct, a values-led social enterprise in health services.
- Benefits: 25 days annual leave, flexible working, and employee discounts.
- Other info: Join a supportive team dedicated to improving local healthcare.
- Why this job: Make a real difference in community health and support services.
- Qualifications: Degree level education and experience in managing call handling operations.
The predicted salary is between 37000 - 44000 £ per year.
- 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
Systm One 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
- Educated to degree level or equivalent experience with GCSE English and Maths grade C/4 or above.
Experience
- 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.
- Working with core operational systems – Systm One.
- Understanding of budget management.
- Management in a healthcare environment.
Skills
- 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.
- Organisation and achievement of KPIs.
- Use of root cause analysis techniques in managing performance.
- Project Management
- Knowledge
- NHS Services.
- 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
- 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:
- 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.
#J-18808-Ljbffr
UCR Service Manager employer: Local Care Direct
Local Care Direct is an exceptional employer that prioritises the well-being of its staff and the communities they serve. With a strong focus on professional development, employees are encouraged to grow their skills in a supportive environment while contributing to meaningful health outcomes in Kirklees. The collaborative work culture fosters innovation and dedication, making it a rewarding place to advance your career in healthcare management.
StudySmarter Expert Advice🤫
We think this is how you could land UCR Service Manager
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like Local Care Direct.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at Local Care Direct.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like Local Care Direct, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
We think you need these skills to ace UCR Service Manager
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Local Care Direct.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at Local Care Direct.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Local Care Direct. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Local Care Direct. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Local Care Direct
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Local Care Direct’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
