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Service Manager

  • Location:

    West End, London

  • Sector:

    Customer Service

  • Job type:


  • Salary:

    £35086 - £38586 per annum

  • Contact:

    Brook Street Birmingham Office

  • Contact email:

    [email protected]

  • Job ref:


  • Published:

    18 days ago

  • Expiry date:


Job Description


We are looking for a caring, compassionate Service Manager to provide operational management of our client's Services in London. This post will be a key role within the Senior Management Team, working closely with the Head of Operations to ensure a smooth running of services, with an operational and administrative focus. This individual will be responsible for the people management of the Administration team (c16 staff & volunteers) according to the hospice needs and will ensure that all available resources are utilised to maximum benefit daily. To be responsible for the implementation of service processes, data collection, monitoring and achievement of Key Performance Indicators. The postholder will support the Head of Operations on finance and HR related tasks including annual financial budgeting, reporting, invoice management (requisitions for CCG and SLAs; and, invoices with suppliers and local partners), recruitment, induction, performance management and addressing sickness levels. The postholder will also lead on managing, implementing and training staff on IT and administrative systems (e.g. Oracle).


  • To input into the operational development and implementation of service processes to ensure timely delivery of commissioned Marie Curie services
  • Review and implement systems (e.g. Oracle) to ensure the effective coordination of the client's services
  • Assisting hiring managers with Matrix orders, finding new agencies, and assisting with timesheets to ensure safe staffing of services
  • To line manage the Administrative team (c16 people) within the service on day to day basis
  • Overseeing the recruitment process
  • Recording, monitoring and control of sickness absence and performance issues
  • Ensuring mandatory training is up to date
  • Instigating, carrying out and recording of individual appraisals
  • To support the Senior Management team in ensuring any complaints are dealt with effectively and in a consistent manner, taking actions as necessary to counter such reoccurrences
  • To be responsible for the day-to-day management of administration
  • To be responsible for the administration finance budget and support the Head of Operations on annual budgeting and any financial reporting
  • Responsible for all SLA salary invoice requisitions and Purchase orders
  • Monitoring payments and goods receipting
  • The post holder will be responsible for planning services; monitor staffing levels; and ensure optimum utilisation of staff
  • Working with the Senior Management Team, to be responsible for ensuring any complaints and incidents are reported and investigated
  • Responsible person to manage all IT assets in the building- Updating, logging, sending it off etc
  • As a manager of a large team, the person will be responsible for creating a positive culture, including improving employee engagement and morale
  • The individual will ensure all skills and training requirements of the workforce are current, and that the deployed staff are fully competent to complete their roles
  • To contribute to developing systems to support user feedback, and to directly participate in the implementation of such systems
  • To provide reporting information to the external auditors, inspectors and Commissioners as required, including KPIs and activity and adherence to contractual requirements
  • To ensure that robust lines of communication are in place with all key stakeholders
  • To attend local, regional & national meetings as required
  • Travelling may be required and may be extensive, depending on area. Some overnight stays will be required for meetings and training purposes
  • My client is committed to encouraging volunteering throughout the organisation and as such the post holder will be expected to support and respect volunteers, and may be asked to work alongside or supervise a volunteer as part of their role


  • Demonstrates strong management and leadership skills and qualities
  • Ability to develop strong relationships and to work confidently with a variety of people within and outside of the organisation
  • Excellent negotiation and influencing skills
  • Excellent communication skills and ability to communicate complex or difficult information effectively both verbally and in writing
  • Strong personal organisation skills, effectively planning own and team's workload and balancing competing demands and priorities in a fast-paced environment
  • Ability to manage and develop a team of people, ensuring performance expectations are clear and that team members have the skills and support they need
  • Ability to plan services to meet needs
  • Ability to deal confidently and fairly with staff performance issues
  • Excellent IT skills including data presentation and report writing
  • Demonstrate a good understanding of service delivery for patients requiring community nursing
  • Demonstrate a sound knowledge of line management practices, policies and procedures
  • Willingness to travel
  • Understanding of GDPR
  • Knowledge and understanding of health and social care setting
  • Knowledge of Protection of Vulnerable Adults
  • Significant experience of operational management of service delivery
  • Experience of managing projects to meet tight deadlines
  • Staff recruitment and development
  • IT experience - Word, Excel, PowerPoint, email and internet


  • Salary: £35,086 per annum - plus London £3,500
  • Full time - 35 hours per week
  • 9am - 5pm, Monday - Friday
  • Permanent
  • London- Hampstead Hospice


  • Continued access to NHS Pension Scheme (subject to eligibility)
  • Company Pension Scheme
  • Season ticket loan
  • Loan schemes for bikes; computers and satellite navigation systems
  • Continuous development
  • Industry leading training programmes
  • Employee Assistance Programme
  • Flexible Working
  • 25 days annual leave, plus bank holidays


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