Operations Manager - Integrated Urgent Care (Farnborough)NHS

Job summary

Are you an experienced operational leader looking for an opportunity to shape and improve urgent healthcare services?

We are seeking a dynamic and motivated Operations Manager to join our Integrated Urgent Care (IUC) service in Farnborough. This is an exciting opportunity to play a key role in delivering safe, effective and high-quality care for patients while leading operational teams within a fast-paced healthcare environment.

Working closely with the Head of Service and wider leadership team, you will provide day-to-day operational leadership, ensuring the service consistently delivers excellent patient outcomes, high standards of care and strong operational performance.

This role is predominantly Monday to Friday, however flexibility is required to support a 24/7 healthcare service, including occasional out-of-hours operational leadership responsibilities.

Interview Date: 10th September 2026 at our Head Office location in Farnborough

Please note, we may close this advert early if we receive a high number of applications.

Main duties of the job

As Operations Manager, you will be responsible for the operational management of our Integrated Urgent Care service, supporting the delivery of key organisational objectives and ensuring compliance with regulatory and contractual requirements.

You will:

• Lead, motivate and develop multidisciplinary operational teams.
• Manage workforce planning, recruitment, performance management and staff wellbeing initiatives.
• Monitor service performance against key performance indicators and quality standards.
• Support service transformation, innovation and continuous improvement programmes.
• Oversee operational risk, governance, incident management and business continuity planning.
• Maintain strong relationships with partners, commissioners and healthcare stakeholders.
• Ensure effective management of resources, equipment, medicines and operational budgets.
• Drive a culture of accountability, inclusion, patient-centred care and continuous improvement.

Please see the JD for a full list of duties and responsibilites.

Job description

Role Summary:

The Operations Manager is responsible for supporting the delivery of safe, effective, high-quality Integrated Urgent Care services, promoting positive patient experience, staff engagement and operational performance. The post holder will provide operational leadership across the service, supporting continuous improvement, service development and regulatory compliance in partnership with the Head of Service and wider leadership team.

Working individually and as a team to deliver the service to the required standards working flexibly as appropriate for a 24/7 service.

Main Duties and Responsibilities:

As the Operations Manager you will be responsible for the day-to-day operational management of the service, working with the Head of Service and wider teams to deliver organisational objectives.

Staffing & Leadership

• Provide visible, values-based leadership and support for operational teams, promoting a culture of accountability, inclusion, wellbeing and continuous improvement. Lead recruitment, onboarding, induction, appraisal, performance management, and succession planning, ensuring the workforce is skilled, engaged, and future ready.
• Maintain oversight of operational staffing and non-clinical rotas to support safe service delivery.
• Develop teams through coaching, mentoring and performance support, enabling high-performing teams.
• Provide day-to-day leadership, support and line management to operational teams, ensuring staff are supported, developed and equipped to deliver safe and effective service
• Ensure compliance with mandatory training, competencies, professional standards, and organisational policies.
• Promote staff engagement through regular communication, team meetings, recognition initiatives, and support.

Strategic & Operational Leadership

• Translate organisational strategy into operational delivery plans with clear objectives, milestones, and measurable outcomes.
• Support service transformation and quality improvement programmes as directed by the Head of Service.
• Maintain oversight of service performance against contractual KPIs, quality standards and patient outcome measures.
• Maintain effective working relationships with host organisations, practices and key stakeholders to support service delivery and resolve operational issues.
• Support service development opportunities and continuous improvement initiatives Support demand, capacity and escalation planning.
• To understand and follow HR policies and procedures, ensure staff wellbeing and development and adopt a collaborative approach to engage staff with a range of skills and communication needs.

Governance, Quality & Risk

• Support in the management of incidents and complaints, contributing to investigations and ensuring learning is embedded and shared within the service.
• Support compliance with CQC standards and organisational governance requirements.
• Contribute to the maintenance of the service risk register and escalate risks appropriately
• Maintain operational policies, SOPs ensuring annual review, testing, and staff awareness.
• Maintain and regularly review business continuity arrangements for the service, supporting resilience and operational readiness.
• Use patient feedback, audits, and quality metrics to drive service improvement and enhance patient experience.
• Support the Head of Service for the reporting function, identifying and understanding trends

Medicines, Equipment & Resources

• Ensure safe and compliant management of medicines, controlled drugs, equipment, and consumables in line with legislation and organisational policy.
• Lead stock management, procurement, and inventory control processes to maximise value for money and minimise waste.
• Respond promptly to national safety alerts and ensure implementation actions are completed and evidenced.
• Maintain oversight of equipment servicing, calibration, environmental monitoring, and asset management.

Service Management & Performance

• Support budget monitoring and ensure value for money in operational expenditure within delegated authority levels.
• Monitor real-time operational performance and implement corrective actions to maintain patient safety and service standards.
• Provide accurate operational reports and performance insights to senior leaders, commissioners, and governance forums.
• Act as the operational lead for site facilities, IT systems, and business support processes.
• Ensure effective management of queues, capacity pressures, and service escalations to minimise risk and delays.

Information Asset Owner

• Lead, foster and promote a culture of effective information governance within business area. Visibly champion and embed a culture of best practice information governance
• Understand NHUCs policies and procedures on the use of information and the management of information risk and ensure they are at the forefront of all activities supporting patient care
• Ensure that own training is adequate and up-to-date relating to role
• Ensure that all staff understand the importance of effective information governance and receive appropriate education and training
• Manages and controls the asset register for specific part of the business
• Seek advice from information subject matter experts as required
• Provide assurance for the business area relating to management of information risk and compliance against policies and mandatory information governance training requirements

Additional Requirements

• Participate in continuing professional development
• Support NHUC's values and behaviours.
• Complete all mandatory and statutory training requirements.
• Comply with information governance, confidentiality, and data protection requirements.
• Any other reasonable request

About us

NHUC is a not-for-profit Community Benefit Society, working in partnership with the NHS. NHUC provides services through two divisions, Same Day Care (SDC) and TalkPlus.

SDC provides services through the Integrated Urgent Care (IUC) contract which covers the in Hours Clinical Assessment Service (CAS) and Out of Hours (OOH) provision for North Hampshire, North East Hampshire and Farnham & Surrey Heath places which are part of the Hampshire and the Isle of Wight ICB and Surrey & Sussex ICB respectively. We also provide an Urgent Treatment Centre at the front door of Frimley Park Hospital whilst also holding some smaller contacts supporting Community Hospitals OOH and Flu response. Finally, SDC has a virtual care arm supporting patients at home.

TalkPlus provide NHS Talking Therapies, supporting people with common mental health problems in Northeast Hampshire and Farnham place. TalkPlus offers a range of treatments to people who are experiencing symptoms of stress, anxiety, low mood, depression, panic, phobias or OCD. TalkPlus has care pathways to provide timely treatment for perinatal and military veteran referrals.

NHUC is a Disability Confident registered organisation and are proud to support the Armed Forces community as a signatory to the Armed Forces Covenant.

NHUC is not currently a licensed sponsorship employer. As such, we are only able to progress candidates who can demonstrate an existing right to work in the UK at the time of application.