Multi-Service Operations Manager

Hours: 37.5 hours per week
Salary: £52,000 per annum

This is an incredible opportunity to work for a forward-thinking community equipment services provider, who’ll support you to be the best you can be in your chosen field!

Join us as our new Multi Service Operations Manager at Medux and let us empower you to truly make a difference.

Our continued employee development programmes, internal training and exceptional leadership will give you the ability to continuously develop yourself professionally whilst providing person-centred support.

You’ll be supported by an excellent team of professional and ever developing co-workers who all identify and align with our values.

Who are Medequip?

Medequip is the leading provider of medical equipment services to local authorities and the NHS across the UK, delivering a wide range of equipment and support to people in their own homes, keeping people independent for longer.

Medequip is part of Medux, an international organisation providing specialist healthcare products and services that help people live safely and independently.

About the role

As the Multi Service Operations Manager , you will provide overall leadership and accountability for the operational, contractual and financial performance of Community Equipment Services and Wheelchair Services within the locality.

You will lead and develop the Wheelchair Operations Manager, CES Supervisors and their teams, ensuring the delivery of safe, effective, efficient and customer-focused services. You will also drive continuous improvement, operational excellence and the successful integration of service delivery models to achieve outstanding outcomes for service users, customers and commissioners.

The role will also lead the development, delivery and ongoing management of the Community Health Engagement Plan, ensuring effective engagement with service users, healthcare professionals, community partners, commissioners and other key stakeholders.

Your day-to-day responsibilities will include, but not be limited to:

• Reporting to the General Manager and providing updates on operational, contractual and financial performance
• Leading the operational delivery of Community Equipment Services, Wheelchair Services and other operational service lines as required
• Ensuring contractual requirements, service standards and agreed KPIs are achieved
• Taking accountability for the profitability and financial performance of Community Equipment Services and Wheelchair Services within the locality
• Managing operational budgets, expenditure, stock investment and resource utilisation
• Monitoring service performance, productivity, efficiency and financial results
• Developing and implementing recovery plans where performance falls below agreed standards
• Leading, coaching and developing the Wheelchair Operations Manager and CES Supervisors
• Establishing clear accountability, succession plans and development opportunities for future operational leaders
• Ensuring the effective provision, maintenance, repair, collection and refurbishment of community equipment and wheelchairs
• Ensuring safe, compliant and efficient day-to-day operations through effective leadership of operational management teams
• Acting as the senior operational lead for customers, commissioners, integrated care systems and other key stakeholders
• Leading customer, commissioner and contract review meetings
• Supporting contract retention, service development and business growth
• Ensuring service performance is communicated effectively and agreed improvement actions are delivered
• Ensuring operations comply with company policies, contractual requirements and quality standards
• Embedding health and safety, safeguarding, information governance and regulatory requirements across all operational activities
• Leading the development, implementation and evaluation of the Community Health Engagement Plan
• Engaging effectively with service users, healthcare professionals, community partners, commissioners and other key stakeholders
• Ensuring community engagement activities support contractual requirements, organisational objectives and positive outcomes for local communities
• Developing operational plans to improve customer experience, operational efficiency, service performance and profitability
• Leading workforce planning to ensure services have the resources required to meet current and future demand
• Promoting a positive, inclusive and high-performance culture focused on accountability, continuous improvement and customer service excellence
• Using operational and financial data to identify opportunities to improve productivity, reduce waste and enhance service delivery
• Leading and supporting change, transformation and continuous improvement initiatives
• Promoting integrated ways of working across Community Equipment and Wheelchair Services
• Ensuring consistency of standards, behaviours and operational processes across service lines where appropriate
• Ensuring operational risks are identified, assessed and effectively managed
• Supporting contract mobilisation, service development, contract retention and business growth activities
• Investigating significant operational incidents, complaints and performance concerns
• Ensuring lessons learned are implemented and shared across operational teams
• Carrying out any other reasonable duties as required by the General Manager

This is not an exhaustive list of duties, and the post holder may be required to undertake other reasonable duties to meet the needs of the business.

About you

Above all, you will identify and align with our company values:

• We empower people to be accountable for their actions and performance.
• We help people with empathy, courtesy, dignity and kindness.
• We show respect and are trusted by our colleagues, suppliers and customers.
• We believe in teamwork and are passionate about our work.
• We encourage innovation and the development of technology.
• We embrace change and seek to achieve excellence.
• We deliver cost effective, efficient and safe healthcare solutions.

Qualifications and experience required

• Significant experience managing operational teams within healthcare, community services, logistics, community equipment services, wheelchair services or a similar service environment
• Experience leading multiple functions, departments or operational teams within a customer-focused and KPI-driven environment
• Experience managing operational budgets and financial performance
• Experience driving productivity, service improvement and operational efficiency programmes
• Experience managing customer, commissioner or stakeholder relationships
• Experience managing and developing managers, supervisors and operational teams
• Experience implementing change and continuous improvement initiatives
• Experience managing contractual service delivery and performance
• Full UK driving licence
• Strong leadership and people management skills
• Ability to motivate, coach and develop managers and operational teams
• Excellent communication and stakeholder management skills
• Commercial awareness and a strong understanding of operational financial performance
• Ability to analyse operational and financial information and implement improvement plans
• Strong organisational and planning skills
• Ability to manage competing priorities and multiple operational demands
• Ability to build and maintain effective working relationships with customers, commissioners, service users and partner organisations
• Understanding of Community Equipment Services and/or Wheelchair Services and their operational requirements
• Strong understanding of health and safety, compliance, safeguarding and quality requirements within an operational environment
• IT literate and comfortable using operational systems and technology
• Ability to work under pressure while maintaining attention to detail and effective decision-making
• Flexible and adaptable approach to changing business requirements
• Experience working within Community Equipment Services
• Experience working within Wheelchair Services
• Experience working within a contracted public sector environment
• Lean, Six Sigma or Continuous Improvement qualification
• Experience working with community partners, healthcare stakeholders or voluntary sector organisations
• Experience supporting community engagement, service delivery and engagement objectives

What we offer

• Competitive salary of circa £52,000 per annum
• Full time position working 37.5 hours per week
• Senior operational leadership opportunity across multiple healthcare services
• Annual appraisal and personal development planning
• Ongoing leadership training and development opportunities
• Opportunity to lead service transformation and continuous improvement
• Supportive senior management and operational teams
• Opportunity to contribute to community engagement and positive outcomes for local communities
• Opportunity to support service development, contract retention and business growth
• Employee benefits package

We welcome applications from all sections of the Community as an Equal Opportunities Employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please let us know.

We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. Our Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed in connection with our recruitment processes.

This role is subject to an enhanced DBS disclosure and satisfactory references.

This role is not eligible for sponsorship. Candidates without satisfactory right to work in the UK are unlikely to be suitable.

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