Operational Management Administer the daily running of the service including dealing with any problems as and when they arise ensuring appropriate solutions are put in place. To ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Carry out investigations where required to resolve service issues and to identify areas for improvement. To ensure Standard Operating Protocols (SOPs) are adhered to and work with Deputy Service Manager in updating SOPs. To liaise with the informatics team regarding any data completeness and patient pathway issues, particularly in relation to Cancer Waiting Times performance Assist with reports about performance metrics (e.g. waiting times, patient experience etc) To support the Assistant Service Manager with data capture associated with clinical coding as required. Create and maintain appropriate rotas to ensure that the service is fully covered and maintained. Undertake any administrative tasks and other duties as appropriate. To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction. To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers Ensure staff follow and implement service and Trust policies. Provide suggestions for improvement where required Maintain SLA and key performance data and provide reports on the service delivery. To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements. Responsible for stock control and ensuring adequate supplies are maintained. Customer Service To liaise with patients, their carers and families about how the patient pathway works, when patients will receive appointment letters, scans appointments etc. To answer and review complaints as required in support of the Deputy Service Manager and Service Manager. This will involve both paper-based review of formal and informal complaints and also managing, as possible, patient concerns and queries on a day-to-day basis. To work with the management team to audit complaints, ensuring that recurring problems are identified. Implement complaint outcomes as appropriate. To ensure that service compliments are captured and reported on.