Operational Excellence Lead – NHS Community Services
Salary: Up to £35,000
Location: Head Office / Hybrid
Hybrid | Full-Time | Permanent
Are you an operationally minded leader with a passion for process improvement, training and service consistency?
Do you enjoy working with people, improving processes and helping teams deliver a smoother, more patient-focused service?
We are partnering with an independent healthcare provider delivering NHS community services across London and the South East. As the organisation continues to strengthen operational excellence and consistency across its administrative teams, they are looking to appoint an Operational Excellence Lead to support training, process alignment and continuous improvement across the business.
This is a brand-new, multi-faceted role reporting into the Head of Operational Excellence. The role has evolved in scope during recruitment and is now focused on operations, process improvement and administrative capability rather than clinical training. You will work closely with internal teams to identify improvement needs, gather feedback and support the implementation of better ways of working across the organisation.
The Opportunity
As Operational Excellence Process Improvement Lead, you will play a critical role in building the capability and consistency of administration teams across the organisation.
You will be responsible for delivering structured, high-quality training programmes, including onboarding for new starters, refresher training for existing staff and cross-functional learning to support end-to-end process understanding. The role ensures that administrative processes are clearly communicated, consistently applied and aligned with Operational Excellence standards.
This role would suit someone who enjoys variety, working with people and trying different approaches rather than repetitive work. You will coordinate closely with the change management function, feeding insight and recommendations back into the business to support process and employee improvements.
Key Responsibilities
- Deliver structured training programmes for new and existing administration staff
- Deliver onboarding and induction training for new starters
- Facilitate cross-functional training to support end-to-end process understanding
- Deliver both in-person and virtual training sessions as required
- Develop, maintain and update training materials, guides, manuals and SOPs
- Ensure all training reflects current processes, systems and workflows
- Support the embedding of Operational Excellence principles across administrative teams
- Reinforce best practice and standards for administrative processes
- Capture and analyse feedback from training sessions to support continuous improvement
- Identify training needs across administration teams
- Support the development of staff capability, confidence and performance
- Maintain and support the Admin Competency Framework
- Provide ongoing guidance, coaching and follow-up support after training sessions
- Promote consistency in training and process adoption across all clusters
- Work closely with Service Managers, Service Leads and operational teams to ensure alignment
- Support teams in working to a consistent, organisation-wide approach
- Support audits of administrative process adherence
- Highlight knowledge gaps, risks or areas requiring improvement
- Provide insights and recommendations for improving training, processes and documentation
About You
- Minimum two years’ experience managing people
- Experience working in an administrative role, ideally within a healthcare or operational setting
- Experience training, coaching or supporting colleagues, either formally or informally
- Experience working with multiple teams or departments
- Experience managing or contributing to onboarding or induction processes
- Experience supporting service quality, process compliance or continuous improvement activities
- Strong communication skills with the ability to explain processes clearly and confidently
- Highly organised, with strong planning and time management abilities
- Strong attention to detail and commitment to maintaining high standards
- Ability to simplify complex processes into clear, practical steps
- Confident using IT systems, including Microsoft Office Word, Excel and PowerPoint
- Ability to give constructive feedback and support staff development
- Problem-solving mindset with the ability to identify gaps and suggest improvements
- Ability to work independently and manage workload across multiple service areas
- NHS background would be beneficial, particularly in roles such as Project Coordinator, Pathway Coordinator or similar
- Experience using patient management systems or similar administrative systems would be advantageous
Salary & Benefits
- Salary up to £35,000
- NHS Pension
- 28 days annual leave
- Paid additional training to support career development
- Employee wellbeing programme
- Blue Light discount
- Flexible working
- Free breakfast on Wednesdays
- Free drinks on Thursdays
- Social events
- In-house challenges with gift card rewards
- Head office / hybrid working pattern
- Brand-new role with the opportunity to shape operational excellence, process improvement and admin capability
- Varied, multi-faceted role with exposure to teams across the business
Location: South London, Croydon. Hybrid, with three days in head office and two days from home. Commutable from London, Surrey, Kent, Essex, Hertfordshire, Sussex and the surrounding areas.
Interested? For a confidential discussion or to apply, please apply today or contact Catherine McConnachie on 0161 938 1188 or [email protected].
Referrals: We offer a £500 voucher for every successful recommendation or referral.
