Directorate Support Officer

Job summary

An exciting opportunity has arisen for an enthusiastic, motivated and highly organised individual to join Ophthalmology as a Directorate Support Officer on a fixed-term basis to cover maternity leave.

This is an excellent opportunity for someone looking to develop their operational management experience within the NHS. The successful candidate will support the day-to-day operational delivery of Ophthalmology services across WAHT.

Working closely with the DM, DSM, consultants, clinical teams and administrative staff, you will support patient pathways, waiting lists, clinic utilisation, service performance and patient access targets. You will work with a range of stakeholders to ensure patients receive timely care and services are delivered in line with local and national standards.

The role includes monitoring performance, coordinating complaints and governance processes, supporting service improvement initiatives, and providing administrative support to the Directorate. You will also help manage capacity and demand, identify risks to performance and support improvements to patient access and experience.

We are seeking a proactive individual with excellent organisational, communication and interpersonal skills who can work independently, prioritise competing demands and build effective working relationships across multidisciplinary teams. This varied role offers an excellent opportunity to broaden your skills and contribute to the development of Ophthalmology services.

Main duties of the job

As the Directorate Support Officer (DSO) for Ophthalmology, you will support the operational management of a busy and evolving service, working closely with clinical, administrative and management teams to deliver high-quality patient care.

The role includes monitoring waiting lists and performance against national and local targets, supporting the management of clinic and theatre capacity, and identifying and escalating issues that may affect service delivery. You will help resolve patient pathway queries, improve access to services and support the smooth running of the department.

You will coordinate complaints, incidents and governance processes, support investigations and ensure actions are completed. The post holder will produce performance information and reports, analyse data and contribute to service improvement projects aimed at enhancing patient experience and operational performance.

The role also includes providing day-to-day support to administrative teams, assisting with recruitment and workforce processes, and working with a wide range of stakeholders across the Trust. Excellent organisational, communication and problem-solving skills are essential.

This maternity cover opportunity offers valuable exposure to NHS management and is ideal for someone looking to develop leadership, operational and service improvement skills. The post is 30 hours per week and can be worked over four days or spread across five days, offering flexibility to suit individual circumstances.

About us

Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.

The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester

Our workforce is more than 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.

We are committed to recruiting the best people to work with us. Our values, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.

Being open and honest

Ensuring people feel cared for

Showing respect to everyone

We are committed to developing a culture of continuous improvement by embedding the principles of our Improvement System.

We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.

DBS Checks and Costs

Any applicants who are offered posts requiring a DBS check as part of their employment check will have the cost of this check (at the current rate) deducted from their salary. Please see link in Supporting Information section for more details on DBS checks and costs.

Details

• Date posted: 01 September 2026
• Pay scheme: Agenda for change
• Band: Band 5
• Salary: £32,073 to £39,043 a year
• Contract: Secondment
• Duration: 12 months
• Working pattern: Flexible working
• Reference number: C9365-26-0684
• Job locations: Charles Hastings Way, Worcester, Worcestershire, WR5 1DD, United Kingdom

Job responsibilities

Post Title: Directorate Support Officer

Pay Band: 5

Hours: 30 hours / week

Contract: 12 month Secondment

Location / Department: Ophthalmology, Countywide

Accountable to: Directorate Manager

Reports to: Directorate Manager

Key Working Relationships:

Internal - Directorate Management Team, Care Group Management Team, Consultants and Clinical Leads, Nursing and Allied Health Professional teams, Medical Secretaries, Administrative and Booking Teams, Waiting List Teams, Health Records, Information and Performance Teams, Patient Services and Governance Teams, Human Resources Department, Finance Department

External - Patients and carers, GP Practices, Integrated Care Board (ICB), External healthcare providers, Partner organisations

Risk Assessment:

• Works with display screen equipment for prolonged periods
• Sitting for prolonged periods
• Occasional movement of records and documentation
• Frequent use of multiple electronic systems

Job Purpose:

The post holder will support the operational delivery of Ophthalmology services across Worcestershire Acute Hospitals NHS Trust, including management of patient pathways, waiting lists, access standards, performance monitoring and service improvement initiatives.

The post holder will work closely with clinical and administrative teams to ensure compliance with National Access Standards, Trust policies and operational objectives. They will provide operational support across a range of functions including waiting list management, workforce administration, performance monitoring, complaints management, governance processes and project work.

The post holder will act as a key liaison between patients, clinical teams, administrative staff and managers to support the delivery of safe, timely and patient-centred care.

Key Duties:

Operational Performance and Access

• Support the management of patient pathways, waiting lists and access targets.
• Monitor compliance against RTT, cancer and other national performance standards where applicable.
• Ensure patients are managed in accordance with Trust Access Policies and national guidance.
• Validate pathway data and ensure accurate recording on Trust systems.
• Monitor capacity and utilisation of clinics, theatres and treatment sessions.
• Assist in the planning and coordination of additional activity to improve patient access.
• Produce performance reports and information for Directorate management teams.
• Escalate capacity constraints, pathway breaches and operational risks appropriately.
• Respond to information requests relating to Directorate performance.

Patient Pathway Management

• Liaise with patients regarding appointments, treatment plans, scheduling and pathway queries.
• Work with administrative and clinical teams to ensure timely progression of patient pathways.
• Support patient transfers and pathway redesign initiatives where required.
• Ensure accurate documentation and maintenance of patient records and electronic systems.

Complaints, Governance and Risk

• Support the management of complaints, PALS concerns and patient feedback.
• Coordinate information gathering and support investigation of complaints.
• Monitor progress of complaint responses and ensure agreed timescales are achieved.
• Support incident investigations and Datix actions where required.
• Assist with governance action plans and monitoring of associated actions.
• Identify and escalate risks affecting patient care or service delivery.

Workforce and Staff Management

• Provide day-to-day supervision and line management of designated administrative staff, including appraisal, absence management, recruitment and development.
• Support recruitment, induction and training of new staff.
• Monitor mandatory training compliance and appraisal completion.
• Assist with workforce administration including annual leave, sickness absence and rota management.
• Support staff development and promote continuous improvement within teams.

Financial and Administrative Support

• Support workforce, payroll and financial administration processes.
• Assist with procurement, finance and budget monitoring activities as required.
• Maintain accurate records and databases.
• Produce reports, presentations and business information to support service delivery.
• Provide administrative support to service improvement and transformation projects.

Service Improvement

• Contribute to service redesign and pathway improvement initiatives.
• Support projects aimed at improving patient experience, performance and productivity.
• Promote efficient use of resources and identification of best practice.
• Participate in audits, reviews and quality improvement activities.

General Duties:

• Comply with Trust policies, procedures and statutory requirements.
• Always maintain confidentiality and information governance standards.
• Undertake mandatory and role-specific training.
• Participate in the annual Personal Development Review process.
• Support the achievement of Directorate and Trust objectives.
• Undertake any other duties commensurate with the grade and responsibilities of the post.