Job summary
- Main area
- Management
- Contract
- Permanent
- Hours
- Part time - 24 hours per week (24 hours per week covering earlies, days, evenings 7 days a week/365 days a year. Welwyn Garden City operates overnight. Hours per rota consist of various 8 hour shifts.)
- Job ref
- 4265-6885997-WGC
- Employer
- HUC
- Employer type
- NHS
- Site
- Old Ambulance HQ
- Town
- Welwyn Garden City
- Salary
- £31,000 - £33,000 Pro Rata regular overnight rotas will attract the higher salary
- Salary period
- Yearly
- Closing
- 03/01/2025 23:59
Employer heading
Operational Delivery Manager - Welwyn Garden City
Job overview
"Are you a dynamic leader with a passion for operational excellence? We’re seeking a skilled Operational Delivery Manager to oversee high-demand service operations and drive exceptional quality, performance, and efficiency. As a first point of contact during real-time operations, you’ll ensure seamless, responsive, and high-performing service delivery 24/7.
Why Join Us?
As an Operational Delivery Manager, you’ll have the unique opportunity to:
•   Lead a multidisciplinary team: Manage and support a dedicated team of frontline staff, ensuring consistent service delivery in a high-pressure environment.
•   Take ownership in real-time: Oversee operations, manage workloads, and address challenges proactively, from IT issues to safety concerns.
•   Drive operational excellence: Collaborate with teams to maintain high standards of efficiency, safety, and effectiveness.
•   Foster teamwork: Work closely with colleagues and leadership to meet performance targets and maintain service consistency across multiple sites
Main duties of the job
Key Responsibilities:
- Serve as the primary leader for staff, providing real-time support, troubleshooting, and escalation as necessary.
- Drive performance: Monitor operational metrics and make critical decisions to achieve Key Performance Indicators (KPIs).
- Ensure safety and continuity: Oversee health and safety, act as Fire Marshal, and ensure readiness for emergency response needs.
- Manage and resolve issues: Handle and log service-related complaints, liaise with external partners, and coordinate with internal teams to deliver effective outcomes.
What You’ll Bring:
- Proven experience in managing high-demand service environments, with a strong understanding of compliance and operational processes.
- Exceptional leadership: The ability to inspire, manage, and motivate a diverse team while making swift, effective decisions.
- Excellent communication skills: Ability to engage effectively with staff, stakeholders, and professional groups across all levels.
- Technical proficiency: Strong knowledge of operational IT systems and tools, with the ability to adapt to new platforms.
- Flexibility and adaptability: Willingness to work in a dynamic, 24/7 operational environment, including out-of-hours shifts.
Working for our organisation
Why Work With Us?
We are committed to fostering an inclusive, diverse workplace where everyone can thrive. Join a team where your leadership will make a real impact.
- NHS Pension Scheme
- Travel and expenses scheme
- Career opportunities
- Training and development opportunities
- Access to employee perks and discounts, through NHS schemes and our own HUC Heroes benefit & wellbeing siteÂ
- Employee Assistance Programme
We are an equal-opportunity employer and a Disability Confident Employer. If you are applying under the Guaranteed Interview Scheme, please inform our recruitment team.
We reserve the right to close this vacancy early, should we receive sufficient applications.Â
Detailed job description and main responsibilities
Please see attached documentation, for a complete job description and a detailed person specification.
Person specification
Knowledge and Experience
Essential criteria
- English and Maths to GCSE level 4 (Grade C) or equivalent
- Developed IT and keyboard skills, confident with packages such as Word and Excel
- Experience in a customer service role
- Previous experience in a call centre environment and ability to manage and motivate people at various levels in the organisation
- Developed communication (particularly persuasion, motivation and explaining) skills both verbal and written, such as management reports
- Able to communicate effectively with a variety of staff and professional groups both internal and external to HUC
- Strong organisational and delegation skills. The confidence to take appropriate leadership decisions
- A flexible approach with willingness to undertake the full range of call centre roles when necessary
- Able to work on own initiative with minimal supervision
- Problem solving skills and comfortable making decisions.
- Excellent role model and team player
- Able to plan and organize work for self and as part of a team in the Contact Centre
- Able to prioritise, adjusting plans where necessary to meet the needs of the service
Desirable criteria
- Knowledge of the NHS111 service with at least one year service
- Pathways & Associated Systems working knowledge
- Knowledge of Storm and Adastra software packages
- Previous experience of working in a healthcare provider organisation ideally in the Out of Hours environment
Employer certification / accreditation badges
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Sally Booth
- Job title
- Non-Clinical Recruitment Advisor
- Email address
- [email protected]
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