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Service Development Manager

NHS AfC: Band 7

Main area
Service Development Manager
NHS AfC: Band 7
Fixed term: 12 months
Full time - 37.5 hours per week (1,00 WTE)
Job ref
Whittington Health NHS Trust
Employer type
Tynemouth Road Health Centre
£40,057 - £45,839 Per Annum Plus HCAs
Salary period
25/10/2021 23:59
Interview date

For our current apprenticeship vacancies, please go to https://www.gov.uk/apply-apprenticeship and use Keyword ‘Whittington’

By applying for this role, you accept in the event you are successful that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which is aimed at saving you time and improving efficiencies within the NHS when your employment transfers.



Job overview

We are looking for an experienced, compassionate and confident leader to support developments across children's therapies & community paediatrics services in Haringey.  The successful candidate will work effectively with staff teams to bring about meaningful and lasting service improvements. These changes include the introduction of new systems and processes across both teams, aiming to strengthen the service provided for children, young people and families. Through compassionate leadership the postholder will embed a culture of openness and learning, ensuring staff are able to support one another to deliver a fantastic service.

The teams are moving to a newly refurbished health site in early 2022. This move brings with it a new approach to work and the opportunity to develop MDT working. It is therefore both an exciting and challenging time within Haringey Children and Young People's Services and the successful candidate will play a key role in leading, engaging and supporting the team with these changes.

Main duties of the job

The postholder will be responsible for:

Working closely with the Haringey Children and Young People's Services management team to implement agreed service improvement plans.

Bringing together 2 administrative teams and lead on the successful implementation of new systems and processes to ensure excellent front facing services to families.

Working in partnership with clinical and management leads to ensure that activity, quality and clinical performance targets are achieved and will develop action plans to manage any variances.

Managing budgets within the service and working with a wide variety of internal departments and services

Supporting the CYP ICSU in the delivery of trust objectives and ensuring targets are achieved.

Working for our organisation

Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff.  We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief.  The Trust  believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.

Detailed job description and main responsibilities


  • Develop and improve the service, delivering agreed improvement plans and identifying further areas for improvement
  • Model the behaviour and approach expected of all staff, ensuring teams are focused on delivering the best possible service for children and families
  • Support the services to meet key targets, including waiting times, financial outcomes and patient experience measures
  • Work closely with the other service leads and the administrative teams to ensure optimum efficiency of the service and effective management of all staff and resources within community paediatrics and therapy teams
  • Prioritise daily tasks and ongoing workloads, supporting administrative staff to be responsive to service need

Line management

  • Lead and motivate administrative staff within community paediatrics and therapies
  • Develop and implement appropriate management and team structures to support successful work in the administrative teams
  • Review and update job descriptions across the teams to ensure roles and responsibilities are clear and that cover for all roles is strengthened
  • Introduce, implement and embed new systems and processes to achieve high levels of performance, with a focus on core administrative tasks including managing enquiries, reception cover, processing referrals and managing appointment bookings.
  • Support staff by identifying individual training and development needs and promoting continued personal and professional development
  • Manage sickness, disciplinary and performance issues in line with Trust policies
  • Recruit and induct administrative staff in line with Trust policies and procedures

 Service improvement

  • Develop, agree and implement service improvement plans. This will be achieved with the support of clinical leads and service leads
  • Support the services to further develop use of RiO (electronic patient record) where areas for improvement are identified
  • Assist in the review of clinic templates to reduce waiting times and non-attendance rates and other work to include patient pathways
  • Ensure effective processes and procedures are in place to monitor and track performance within the service
  • Introduce regular reports and a system for managing the analysis of data so that service and clinical leads have access to regular, timely and accurate information on all key performance indicators
  • Manage the implementation of effective systems, control processes and risk management arrangements in the Service
  • Support the monitoring of compliance with internal and external governance and best practice requirements in the Service
  • Manage the service budget ensuring that expenditure is within agreed limits
  • Liaise with Clinical Teams as appropriate about complaints and concerns, providing management support to clinicians to help resolve issues as they arise
  • Ensure there are systems to effectively manage waiting lists across the services, identifying opportunities for the services to work together to reduce waiting times
  • Ensure processes are in place to monitor cancellations and rescheduling of appointments, ensuring that patients are rebooked in accordance with waiting list policy as well as identify common trends for cancellations so that appropriate action can be taken to reduce continued risk
  • Ensure patient experience of the administration service is excellent – this includes ensuring calls are answered promptly, families are welcomed to appointments professionally, bookings for clinics are managed effectively, transport and interpreters booked quickly and ensuring patients are supplied with any necessary information and explanatory leaflets
  • Lead on resolution of patient complaints, including investigating and responding to complaints in line with Trust Policy



General duties


  • Provide cover for colleagues across the service and division during periods of planned annual leave and sickness.
  • Undertake additional administrative tasks and responsibilities as required.
  • Adhere to all Trust policies, taking appropriate account of patients’ rights and diversity and ensuring fair access to services.
  • Be proactive in the development and continuous improvement of the role, making recommendations for changes in process in light of the Trust’s ongoing transition and implement new procedures as appropriate.
  • Prioritise daily tasks and ongoing workloads and complete work in agreed time frames as determined by the clinical team and/or line manager.
  • Participate in and facilitate audits as required for the service, disseminating necessary information as requested by the clinical lead or your line manager.
  • Work from main community paediatrics & therapy base in Haringey, as well as other sites within Whittington Health when necessary
  • In conjunction with the CYP management team contribute to the development and production of the CYP ICSU business plan with regard to own Service.
  • Participate in Trust and Division-wide programmes that contribute to the modernisation of patient services
  • Contribute to the strategic development of the Service
  • Undertake any other duties commensurate with the grade as agreed and delegated by your manager

Training and Development

  • Ensure all administrative staff are trained and have opportunities for developing their roles within the service
  • Be appraised annually as part of the Trust’s Individual Performance review and Personal Development Plan.
  • Demonstrate a commitment to the knowledge and skills framework within your personal development plan, identifying your personal training needs in addition to those highlighted by the Management Team / Service Manager.
  • Undertake team training as identified and to demonstrate a commitment to the development of effective team working.
  • Undertake mandatory training within the Trust and any other training required in order to be able to carry out daily duties.
  • Assist in providing training and support for new and temporary members of staff.

Person specification


Essential criteria
  • Educated to Masters degree level or equivalent experience

Skills & abilities

Essential criteria
  • Ability to lead, motivate and enthuse colleagues
  • Excellent organisational skills with the ability to respond effectively to multiple priorities

Knowledge & experience

Essential criteria
  • Experience of working in a team, with a proven ability to lead, motivate, inspire and support a multi-professional team
Desirable criteria
  • Knowledge of NHS patient management systems e.g. RiO
No smoking policyPositive about disabled peopleInvestors in PeopleImproving working livesCare quality commission - GoodDisability confident committed

Applicant requirements

Applications from job seekers who require sponsorship to work in the United Kingdom (UK) are welcome and will be considered alongside all other applications. Please note that from January 2021, to work in the UK all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship unless you have permission to work via another route. Non UK / RoI candidates wishing to apply can self-assess the likelihood of obtaining a Certificate of Sponsorship here. It is vital that you provide full and accurate details of your current immigration status on the application form. Overseas applicants applying for entry clearance into the UK must present a criminal record certificate from each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years. Guidance can be found here. Not everyone needs a ‘Skilled Worker’ visa. If you are applying for a vacancy in health or adult social care, check if you’re eligible to apply for the Health and Care Worker visa instead. It’s cheaper to apply for and you do not need to pay the annual immigration health surcharge

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

Apply online now

Further details / informal visits contact

Vanessa Cooke
Job title
Head of Haringey CYP Services
Email address

If you have problems applying, contact

Whittington Health NHS Trust
Magdala Avenue
N19 5NF
0207 288 3241