TheOperations Lead makes sure MKUCS runs smoothly day to day and keeps improving.The role is part of the Senior Management Team and covers operations, workforceand rotas, HR, systems, technology, premises and business continuity.
MKUCS is a small organisation, so this is a practical, hands-on role. The post holder must be willing to carry out routine administration and day-to-day operational tasks, solve problems directly and provide cross-cover for colleagues when needed.
The post holder must also be willing to carry out 24/7 on-call manager role, on a rotational basis.
Main duties of the job
The post holder is responsible for making sure the full HR function is delivered. They will manage the external HR provider, use its specialist advice when needed and make sure HR work is completed properly, consistently and on time.
The role will find practical ways to improve how we work. This includes simplifying processes, introducing useful new technology, managing projects, helping staff adapt to change and activity, demand management and reporting.
About us
Milton Keynes Urgent Care Services, situated on the Milton Keynes Hospital site, provides walk-in minor injury and illness services as well as the GP out of hours service 24 hours a day, 7 days a week. We are a Community Interest Company, proud of the reputation we have developed for working closely with the local healthcare community to provide safe and effective care.
For the right candidate we can offer a friendly and supportive working environment, competitive employment package including access to the NHS pension scheme and opportunities for learning and development.
Job responsibilities
Main duties and responsibilities
Day-to-day operations
Take thelead on day-to-day operations and make sure agreed service standards andperformance measures are met.
Keepsimple and reliable systems for checking performance, staffing, capacity, risksand improvement actions.
Prepareand update service development plans with clear actions, owners and deadlines.
Keepoperational policies and working instructions up to date and make sure staffunderstand them.
Supportcapacity and contingency planning so services can continue during busy periodsor disruption.
Dealwith practical problems directly, keep clear records and elevate significantconcerns promptly.
Provideshort, clear reports to the Director of Finance, Executive Team, Board orcommittees as required.
Activity, demand management and reporting
Monitorservice activity and demand each day, identify pressure points and takepractical action to support safe and timely service delivery.
Produceaccurate and timely daily, weekly, monthly, quarterly and ad-hoc activity andperformance reports, including agreed key performance indicators.
Checkthe quality and completeness of activity data, investigate unexpected resultsand work with colleagues to correct issues at source.
Comparedemand, activity, staffing and performance to identify trends, recurringpressures, seasonal patterns and areas where performance could improve.
Provideclear analysis and practical insights to the Executive Team, Board,commissioners and operational meetings as required.
Useactivity and demand information to support workforce planning, rota design anddecisions about shift patterns, staffing levels and skill mix.
Planahead for known peaks in demand, including bank holidays, winter pressures,seasonal changes and other service pressures.
Recommendand implement agreed changes to staffing or operational processes where this isneeded to improve performance or respond to demand.
Monitorthe impact of changes and report whether they have improved capacity,performance, patient experience or value for money.
Maintainclear records of performance issues, agreed actions, responsible owners andtimescales, and follow actions through to completion.
Workforce and rota management
Takeoverall responsibility for workforce and rota management, working closely withthe Operations Manager and clinical leads.
Overseethe rota day to day and make sure shifts are filled with staff who have theright skills, training and authority to work.
Respondpromptly to gaps caused by sickness, leave, changes in demand or otherpressures. Escalate risks where safe cover cannot be secured.
Maintainaccurate staff, shift, availability and leave information in RotaMaster andmake sure changes are entered promptly.
Act asthe main organisational contact for the external RotaMaster supplier, raisesystem issues, coordinate changes and make sure supplier support is effective.
Makesure RotaMaster is used consistently, staff have suitable access and training,and data is accurate, secure and suitable for reporting and payroll.
Planrotas well in advance so normal demand, known peaks, seasonal pressures, bankholidays and staff leave can be covered safely and affordably.
Useactivity, demand and workforce information to identify future staffing needsand recommend changes to shift patterns, workforce capacity or recruitmentplans.
Monitortemporary, bank and additional staffing, balancing safe cover, staff wellbeingand cost.
Providehands-on support with rota administration and staff communications, includingcross-cover during leave or periods of pressure.
Human resources
Takeoverall responsibility for making sure the full HR function is deliveredeffectively. The external HR provider will give specialist advice, complex casesupport, legal updates and agreed services, but the post holder remainsresponsible for making sure work is completed.
Act asthe main contact for the external HR provider, agree priorities, monitorresponse times and quality, and follow up actions.
Keep aclear written agreement showing what MKUCS will do and what the externalprovider will do.
Managethe full employment journey, including recruitment, checks, contracts,induction, probation, attendance, performance, conduct, family leave, flexibleworking, wellbeing, training, organisational change and leaving employment.
Makesure contracts, letters and changes to terms are accurate, approved and legallycompliant, using specialist advice when needed.
Keep HRpolicies, templates and manager guidance up to date and make sure they areapplied fairly and consistently.
Givepractical day-to-day HR guidance. Refer complex or high-risk issues to theexternal HR provider and make sure agreed advice is acted on.
Coordinateemployee-relations cases, including grievance, disciplinary, capability andsickness absence.
Keepsecure and accurate staff records that meet legal, data protection and CQCrequirements.
Monitorright-to-work checks, recruitment checks, professional registration, training,probation and appraisal dates.
Prepareuseful workforce reports covering vacancies, turnover, absence,employee-relations cases, training and workforce risks.
Makesure payroll changes are authorised and sent to finance or payroll accuratelyand on time.
Promoteequality, inclusion, staff wellbeing and a positive working culture.
Monitorthe external HR providers quality, costs, case volumes and recurring issues,and review whether the service remains suitable.
Line management and team support
Line-managethe Operations Manager and Senior Administrator, set clear objectives and makesure responsibilities are understood.
Holdregular one-to-one meetings, appraisals and probation reviews, and supportstaff development.
Manageattendance, performance, conduct and wellbeing fairly and promptly, usingexternal HR advice when needed.
Planworkloads and cover, and support the team through pressure and change.
Work aspartof the team and provide practical cross-cover for colleagues when needed.
Innovation and process improvement
Maintaina practical list of improvement ideas and agree priorities that support serviceneeds.
Workwith staff to understand current processes, remove unnecessary steps and designsimpler, safer ways of working.
Clearlydefine problems, test changes on a suitable scale, measure the results and makesuccessful changes part of normal working.
Prepareclear options and short business cases covering benefits, costs, staffing,safety, information governance and business continuity.
Inviteimprovement ideas from staff and service users and give clear feedback on whatwill happen next.
New technology and IT
Identifytechnology that could improve access, productivity, patient or staffexperience, data quality or resilience.
Leadapproved technology projects, including requirements, supplier contact,testing, training, launch and review.
Makesure new systems are safe, secure, affordable and suitable for the servicebefore they go live.
EnsureMKUCS has suitable IT equipment, Microsoft 365, clinical systems and businesssystems.
Act asthe senior contact for IT support and system suppliers and follow up recurringor service-affecting problems.
Maintainsuitable knowledge of SystmOne and work with clinical users and system advisersto improve workflows.
Keepoversight of licences, user access, email capacity, equipment and renewals.
Change and project management
Manageoperational, digital, workforce and improvement projects from start to finish.
Useclear project plans covering actions, deadlines, owners, costs, risks,communications, training and expected benefits.
Explainwhat is changing and why, involve staff early, listen to concerns and providepractical support.
Makesure staff are trained before new systems or processes go live.
Health and safety
Own andregularly review the Health and Safety Policy and make sure staff understandtheir responsibilities.
Monitorcompliance with health and safety and fire-safety requirements and escalategaps.
KeepCOSHH, workstation, maternity and other required risk assessments up to date.
CoordinateRIDDOR reporting where required.
Own theWaste Management Policy and monitor safe waste management.
Keepclear risk assessments, training records and action plans.
Estates and facilities
Makesure premises and facilities are safe, secure, fit for purpose and able tosupport the service.
Workwith the landlord, NHS partners, acute trust and contractors to resolve issues.
Keeptrack of repairs, maintenance, access, cleaning, security and other facilitiesmatters.
Recordand escalation estates risks and put contingency arrangements in place whereneeded.
Emergency planning and business continuity
Act asthe Emergency Planning Officer and lead EPRR and business-continuityarrangements.
Own,update and test the Business Resilience Policy and plans.
Makesure staff understand the plans and their responsibilities.
Attendrelevant internal and external meetings and provide reports as required.
Leaddebriefs after exercises or incidents and follow improvement actions through tocompletion.
Finance, purchasing and suppliers
Managedelegated budgets and resources carefully.
Supportpurchasing and contract management for HR, IT, estates and operationalservices.
Monitorsupplier costs, service levels and delivery, and elevate significant concerns.
Contributepractical information on costs, benefits, risks and implementation wheninvestment decisions are being made.
General responsibilities
Workwithin MKUCS policies, agreed authority and relevant legal, regulatory andcontractual requirements.
Keeppersonal, clinical, employment and commercial information confidential.
Promoteequality, inclusion and respect.
Carryout other reasonable duties at a similar level. In a small team, this includesroutine administration, practical day-to-day tasks and cross-cover forcolleagues when needed.
Person Specification
Qualifications
- Degree-level education or equivalent knowledge and experience in operations, HR, workforce management, technology or service improvement.
- Relevant professional qualification in HR, management, projects, improvement or digital change.
Knowledge
- Good working knowledge of operations, HR, rota management, process improvement, projects, change and digital systems.
- Understanding of employment responsibilities and when specialist HR or legal advice is needed.
- Knowledge of NHS urgent care, CQC requirements, SystmOne, RotaMaster, EPRR and health and safety.
Experience
- Significant experience in operations, business management, service improvement or transformation.
- Experience of coordinating a broad range of HR work and/or working with an external HR provider.
- Experience of planning rotas, filling shifts and planning workforce capacity to meet demand.
- Experience of improving processes, introducing technology or leading organisational change.
- Experience of line-managing staff and supporting performance and development.
- Experience in the NHS, primary care, urgent care or an NHS-commissioned provider.
Skills and Abilities
- Able to turn operational problems into practical solutions.
- Well organised, able to manage competing priorities and follows actions through.
- Able to redesign processes, compare options and measure results.
- Confident using Microsoft 365, clinical systems and workforce or rota systems.
- Clear written and verbal communication.
- Able to lead change and support staff through new ways of working.
- Able to manage confidential matters and know when specialist advice is needed.
- Able to manage external providers and hold them to account.
Personal Attributes
- Practical, dependable and willing to get involved directly in administration and day-to-day tasks, rather than only managing from a distance.
- Works well in a small team, supports colleagues and provides cross-cover when needed.
- Curious and improvement-minded while keeping a strong focus on safety and good governance.
- Calm and able to prioritise in a changing environment.
- Committed to high‑quality, patient‑centred services and a positive staff experience.
- Flexible to support operational needs outside normal working hours where reasonably required.
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.
Depending on experience£45k-£55k + 3% on-call allowance
Contact Details:
Milton Keynes Urgent Care Services Recruitment Team
