ROLE TITLE: Regional Service Manager (Sussex and Surrey) REPORTS TO: Head of NHS Operations Role Overview: The Regional Service Manager (Sussex & Surrey) is responsible for ensuring that all administrative and clinical staff involved in delivering services across contracts held in Sussex and Surrey are equipped to provide high-quality patient care. This includes effective planning and coordination of several NHS contracts commissioned by the local ICB and acute hospital trusts. Key responsibilities involve collaborating with clinical staff and other healthcare professionals, engaging with external stakeholders and patients, managing complaints, and identifying strategies to ensure healthcare services are safe, well-led, and effectively delivered. The high-pressured role also requires close collaboration with the Head of NHS Operations and other regional operational managers to help unify processes and ensure consistency across the region. Key Responsibilities: Oversee the day-to-day management of services provided within the Sussex and Surrey region, working collaboratively with other senior management colleagues to ensure consistency and efficiency. Maintain a strong attention to detail, ensuring all aspects of the service are well-organised, compliant, and aligned with the organisations goals. Demonstrate flexibility and a willingness to work above and beyond when necessary to meet operational and patient care needs. Cultivate high morale and engagement across teams, promoting a supportive, collaborative culture that values staff contributions. Demonstrate a growth mindset and a commitment to continuous improvement by encouraging innovation, professional development, and adapting to evolving challenges and opportunities. Manage multi-site team performance, supporting line managers in maintaining service quality, setting targets, and regularly updating admin and clinical staff on organisational updates and changes. Monitor clinic capacity, ensuring appropriate staffing levels and resources are available to meet demand, with a focus on clinician satisfaction and operational efficiency. Work closely with the Head of NHS Operations/Clinical Director to ensure the seamless running of services. Collaborate with clinicians to ensure sufficient clinical capacity and availability of appropriate clinic locations. Collaborate with fellow managers in everyday work and help in cover situations when another region is under-resourced or when another associated regional service/ operational manager is on leave. Investigate and resolve complex patient queries, ensuring swift and satisfactory resolutions while maintaining high patient satisfaction. Attend contract review meetings with the ICB and local hospital trusts. Maintain a thorough understanding of National Cancer Waiting Times and related up-to-date guidelines in Dermatology. Use data to identify service strengths and weaknesses, implementing strategies to address gaps and optimise performance. Proactively manage slot capacity to minimise waiting times, with a particular focus on preventing breaches in cancer services. Lead on the resolution of patient complaints, working collaboratively with all stakeholders to ensure continuous improvement. Develop services in response to staff and patient feedback, identifying opportunities for innovation and growth. Organise and lead regular operational meetings (in-person and remote) with line managers and teams, ensuring effective communication and collaboration. Attend NHS management and commissioning meetings, providing data and insights as required, and building strong relationships with peers, subcontractors, and commissioners. Conduct administrative audits to ensure compliance with contract KPIs, company policies, and the audit schedule. Complete clinical governance reports to submit to commissioning bodies. Attend internal Patient Safety and Clinical Governance meetings as necessary to maintain high standards of care and service delivery. Track and report on KPIs for NHS contracts, ensuring compliance with performance standards and identifying areas for improvement. Lead change management initiatives to ensure smooth transitions when implementing new processes, systems, or organisational changes. Identify, manage, and mitigate risks associated with service delivery, ensuring patient safety and operational resilience. Help implement innovative solutions and technologies to enhance service efficiency and patient outcomes. Promote diversity, equity, and inclusion within teams, ensuring that all patient and staff feel valued and respected. Develop and implement training programs to upskill staff and maintain high standards of service delivery. Support organisational efforts to align services with environmental sustainability goals and practices. Prepare for and respond effectively to service disruptions or crises, ensuring continuity of care. Benchmark service delivery against regional and national standards, identifying areas for excellence and improvement. Conduct regular reviews of policies, procedures, and operational practices to ensure alignment with organisational and NHS standards. Work with HR to deliver end-to-end people management processes, including recruitment interviews, disciplinaries and ensuring adherence to company policies and procedures. Represent the organisation during CQC/GMC regulatory meetings alongside registered CQC managers. Lead the implementation and mobilisation of new or additional software, coordinating training for staff to ensure smooth adoption. Monitor and chase outstanding contract payments in coordination with the finance team. Working with Finance/Business Operations to identify and implement cost saving measures and maintaining a positive financial contract performance. Responsible for the approval of invoices related to linked contracted activity. Essential Skills and Qualities: Exceptional communication skills are at the forefront of success in this role, enabling clear, effective, and proactive dialogue with operational managers, clinicians, senior leadership, external stakeholders, and patients. Strong attention to detail, ensuring the highest levels of accuracy and compliance in all areas of responsibility. Advanced Excel skills, with the ability to manage, analyse, and present data effectively. Ability to manage competing priorities effectively, demonstrating flexibility and a proactive approach to problem-solving. Promote a positive, cohesive team culture and act as an approachable source of support for all staff. Commitment to delivering high-quality services and maintaining clinician and patient satisfaction. Strategic thinking, with the ability to use data to drive decisions and optimise service delivery. Experience in handling complaints, managing performance, and implementing improvements in a healthcare setting. Desirable: Previous experience working with TPP SystmOne patient record system/ERS. CMI/ILM training in Healthcare Management. Strong, demonstrable experience in staff management. ABOUT US For over 15 years, we have prioritised patient-centred care and providing high-quality NHS dermatology services across the Southeast in Sussex, Surrey and Kent. Our success is built on fostering a supportive and collaborative environment for our dedicated teams, guided by a stable and experienced senior management team. We take pride in retaining exceptional staff who are committed to delivering outstanding care to our patients. It is also expected all candidates work to the following Organisational Values: Patient-Centred Care: Ensuring that patient wellbeing is at the heart of all our services and decision-making processes. Compassion and Respect: Treating every individual, staff and patients, with equity, dignity, and understanding, respecting everyones diverse personal needs and differences. Integrity and Accountability: Upholding the highest standards of honesty and ethical behaviour in all aspects of our care. Collaboration: Staff working holistically as a team and thinking about the bigger picture. Working together with external stakeholders for the best outcomes for our patients. Excellence: Continuously striving to provide the best possible quality of service and care through acting on feedback, providing training, innovation in technology, and clinical best practice.