Service Operations Manager - Clinical Services. Fixed Term Contract
1 day ago
Canterbury
Healthcare Operations | Mental Health | Service Delivery | Clinical Pathways | Stakeholder ManagementExceptional Services Need Exceptional Operations Behind Them.Behind every clinical service is an operational engine making sure the right people receive the right support, at the right time.For PAIRS Kent , that means supporting families experiencing parent-infant relationship difficulties through a service that is safe, responsive, compassionate and exceptionally well organised.Were looking for an experienced Service Operations Manager to make that happen.This is a varied, hands-on operational role sitting at the heart of the service. Youll work closely with Clinical Leads and Directors to oversee everything from referrals, triage workflows and appointments to capacity planning, clinical venues, case management systems, reporting and stakeholder relationships.Just as importantly, youll be working with sensitive information and communicating with parents, caregivers, clinicians and referrers. So alongside operational excellence, were looking for someone with genuine emotional intelligence, empathy, resilience and professional maturity.If youve built your career within healthcare, mental health, psychological or clinical services and know how to keep a complex service running brilliantly behind the scenes, wed love to hear from you .The Role at a GlanceService Operations ManagerCanterbury, Kent | Hybrid 3 Days Office£40,000Fixed-Term Contract until 25 August 2028Full Time | 37.5 Hours | Flexible around Core 9am5pm HoursService: Parent and Infant Relationship Service (PAIRS Kent)About Real Group & PAIRS KentReal Group is a dynamic, growing organisation providing CPD training, qualifications, apprenticeships and direct psychological services to schools and families.Our services span psychology, education and technology and include Real Training, Real Psychology, Dyslexia Action and ESF Apprenticeships.PAIRS Kent is our Parent and Infant Relationship Service, funded by Best Start in Life through Kent County Council and delivered by Real Group. The service provides emotional wellbeing and therapeutic support to families across Kent.The OpportunityAs Service Operations Manager, youll take ownership of the operational delivery, administration and referral-screening functions that enable PAIRS Kent to deliver an efficient and responsive clinical service.Working closely with Clinical Leads and Directors within a strict clinical governance framework, youll help manage the entire referral-to-treatment workflow, ensuring families move through the appropriate pathways efficiently while clinicians, venues, systems and capacity are coordinated effectively.What Youll Be DoingLeading the initial screening of referrals for completeness and service eligibilityWorking with Clinical Leads to coordinate and expedite triage and allocationManaging appointment processes and communicating sensitively with parents and caregiversSupporting demand, caseload and capacity planning across the serviceOverseeing the Iaptus Case Management System, digital workflows and data accuracyCoordinating clinical venues and negotiating appropriate contracts and SLAsOptimising clinician locations, room utilisation and travel logisticsMonitoring service KPIs, performance data, reporting and delivery risksSupporting GDPR, safeguarding and information governance requirementsBuilding effective relationships with Kent County Council commissioners, referrers and external partnersSupporting clinician onboarding, systems and process trainingUsing patient, clinician and stakeholder feedback to drive continuous service improvementAbout YouYoull be an experienced operations or service-delivery professional, ideally with a background in healthcare, psychological, mental health or another clinical service environment.You understand that excellent clinical services depend on excellent operations. You can manage multiple moving parts, organise people and resources, maintain accurate systems and keep workflows progressing without losing sight of the people behind them.Youll bring:Proven experience in operational management and administration, ideally within a healthcare, psychological or clinical settingStrong organisational, logistical and capacity-planning skillsExperience using electronic Case Management Systems (CMS) and digital workflowsConfidence managing diaries, appointments, caseloads and competing service demandsStrong stakeholder skills across clinicians, referrers, commissioners and external partnersAn understanding of GDPR, safeguarding and information governance within a clinical settingThe emotional intelligence and resilience to handle sensitive information calmly and professionallyExcellent communication skills, particularly when dealing with families who may be anxious or vulnerableThe Person Behind the CVThis isn't a role for someone who simply likes systems and spreadsheets.You'll be dealing with clinicians, commissioners, external partners and families, sometimes while navigating sensitive or challenging circumstances.Youll need to be calm, organised and compassionate, able to communicate sensitively while still ensuring processes, deadlines and service standards are maintained.Youll know when something needs escalating, when someone needs reassurance and when a process simply needs fixing.Whats On Offer£40,000 salaryHybrid workingFlexible working within a friendly, supportive teamPensionTraining and professional development opportunitiesHealth and dental planAccess to free mental health supportSalary sacrifice options for purchasing a bicycle or leasing an electric carYoull also need to successfully complete Real Groups Safer Recruitment process and an enhanced DBS check.If you understand the operational demands of delivering sensitive clinical services and would love to use that experience to help families access the support they need, wed love to hear from you.Apply now.Application notice... 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