Deputy General Manager- Croydon

Job overview

The Deputy General Manager plays a key leadership role within the Integrated Patient Care Directorate (IPCD), providing day-to-day operational management of frontline non-clinical teams within the Integrated Urgent Care (IUC) service. Working closely with the General Manager and other senior leaders, the postholder is responsible for ensuring safe, effective, and high-quality service delivery across the site, in line with contractual, governance, and performance standards.

This role provides visible leadership across a 24/7 operational environment, overseeing rota management, workforce performance, incident response, and escalation. The Deputy General Manager also deputises for the General Manager when required, supports business continuity planning, and contributes to service development and improvement initiatives across the wider IUC network.

Please note 'previous applicants need not apply'

Main duties of the job

Provide day-to-day operational leadership and management of the Integrated Urgent Care (IUC) site, ensuring safe, effective, and patient-focused service delivery in line with Trust and contractual standards.

Oversee rota management, workforce performance, attendance, and compliance to ensure appropriate staffing levels and skill mix across all shifts.

Monitor real-time performance, taking prompt action to address risks, service pressures, or incidents, and escalating issues to the General Manager as required.

Lead, support, and develop Team Managers, Shift Leads, and Duty Supervisors through regular 1:1s, performance reviews, and coaching.

Ensure adherence to governance frameworks, quality standards, and statutory/mandatory requirements, including incident management, safeguarding, and health and safety.

Deputise for the General Manager as required, representing the site at internal and external meetings and contributing to strategic planning and service development.

Promote a culture of continuous improvement, learning, and inclusion, ensuring high standards of professionalism, teamwork, and staff wellbeing.

Support business continuity and emergency response plans, including participation in the on-site and out-of-hours senior management rota (06:00–02:00, seven days per week).

Detailed job description and main responsibilities

The Deputy General Manager (DGM) plays a pivotal role within the Integrated Patient Care Directorate (IPCD), supporting the General Manager in leading site-based operational teams to deliver safe, effective, and high-quality services across the Integrated Urgent Care (IUC) function.

The postholder will provide visible leadership across a 24/7 operational environment, ensuring the delivery of patient-focused services in accordance with national, regional, and local standards. They will be responsible for workforce performance, rota management, governance, quality assurance, and incident management, ensuring compliance with all Trust and regulatory requirements.

Key Responsibilities include:

• Leading, supporting, and developing Team Managers, Duty Supervisors, and Shift Leads to deliver operational excellence and uphold Trust values of Caring, Respect, and Teamwork.
• Overseeing rota design, staffing levels, and skill mix to ensure safe and effective service provision, escalating risks to the General Manager as required.
• Monitoring daily operational and performance data, taking timely action to maintain key performance indicators and service delivery standards.
• Managing and investigating incidents, complaints, and performance concerns, ensuring learning is embedded to support continuous improvement.
• Ensuring compliance with governance, safeguarding, health and safety, and statutory/mandatory training requirements.
• Deputising for the General Manager when required, representing the service at local, regional, and national meetings, and contributing to service development initiatives.
• Supporting business continuity, surge management, and incident response, including participation in the 24/7 Deputy General Manager rota (covering 06:00–02:00).
• Leading on specific portfolios or projects, including mobilisation of new services and improvement initiatives that enhance integration across urgent and emergency care pathways.

The DGM will act as a role model for professional standards and inclusive leadership, fostering a culture of collaboration, accountability, and continuous learning. The postholder will ensure their teams are well supported, engaged, and equipped to deliver a high-quality patient experience.