SHSCT_Band 5 Operational Support Officer for ENT/Urology

Job details

• Branch: Craigavon Area Hospital (SHSCT)
• Location: Craigavon Area Hosp-Main Building
• Directorate: HR & Corporate Services
• Salary: Band 5 (£31,049 - £37,796)
• Contract Type: Permanent
• Opening Date: 19/05/26
• Closes: Tue, 02 June 2026 @ 4:00 PM
• Interview Dates: To be confirmed

Notes

If you are submitting a manual application, please post it to: Recruitment Shared Services, Rosewood Villa, Longstone Hospital Site, 73 Loughgall Road, Armagh, BT61 7PR. Applications received after the advertised closing date/time cannot be considered, so please allow enough time for postage. “A waiting list may be created for similar posts that may arise while the waiting list is live, this may include temporary or part-time posts. This will be managed in line with the updated HSC waiting list principles effective from 1 April 2026”. Where a part-time waiting list is required, one part-time waiting list will be created- regardless of any specific hours advertised, this waiting list will cover all future vacancies where part-time posts arise. A part-time post is defined as any post that has less than 37.5 hours per week.” Please remember to save or print a copy of the job description before submitting your application, as it will not be accessible afterwards. Flexible Working We welcome flexible working requests from day one. All HSC organisations offer a range of flexible working options. The options available for this post will depend on the requirements of the role. Find out more about flexible working options on our website.

JOB DESCRIPTION

JOB TITLE

Operational Support Officer (OSO) for ENT / Urology

BAND

5

DIRECTORATE

Surgery and Clinical Services

INITIAL LOCATION

CAH

REPORTS TO

Operational Support Lead (OSL), ENT/Urology

ACCOUNTABLE TO

Head of Service for ENT, Urology, Outpatients and Ophthalmology

FLEXIBLE WORKING PROVISIONS AVAILABLE

Fixed working patterns Hybrid working

JOB SUMMARY

The post holder will support the Operational Support Leads (OSLs) over the full range of performance management functions within the Acute Performance Team. He/she will support the delivery of an integrated system of organisation performance management reporting including having line management responsibility for a team of staff.

KEY DUTIES / RESPONSIBILITIES

Performance Management

Assist the OSLs in assessing the waiting lists/times for the service, identify areas of risk, identify and communicate issues affecting access within the service and assist in the planning process to deal with these pressures, escalating as appropriate.

Assist the OSLs to develop realistic capacity plans to facilitate planning for the achievement of Governmental, Departmental and Internal Targets, and to ensure identified capacity is fully utilised within the service.

Oversee Encompass work queues for ENT and Urology. Identifying and checking the information for accuracy of the information on the work queues. Validating exception reports for the Operational Support Leads.

Supervise the Scheduling and nurse led booking teams for Urology

Oversee and develop the ENT Consultant monthly rota in conjunction with the HOS and OSL.

Assist the OSLs to monitor performance in respect of activity and waiting lists to ensure the service is fully aware of its actual and projected performance against key performance targets and contractual obligations.

Support the OSLs in the performance management processes through the sourcing of appropriate internal/external benchmarks, including the CHKS comparative benchmark tool, to ensure managers have information required to enable efficient and effective management of contracts/services to ensure effective utilisation of resources and value for money.

Assist clinical and non-clinical staff within the service to plan and schedule routine work to ensure the achievement of key performance targets, specifically in relation to maximum waiting times.

Assist the OSLs, clinical and non-clinical staff to produce recovery and contingency plans to achieve performance targets where performance deviates from the plan.

Prepare performance management reports for the OSLs from a range of information sources providing an overview on Trust performance at Corporate, Directorate and Operational level for a range of standards and targets.

Undertake general administrative support duties relation to performance management for ENT / Urology.

Engage with senior medical, nursing, administrative and allied health professionals to arrange additional capacity as required to meet maximum patient access targets in line with agreed procedure.

Assist in the development and completion of appropriate reports to monitor activity against allocations for in-house additionality and independent sector provision.

Liaise with the Finance Department in relation to monitoring of spend against activity volumes and other queries on contract funding.

To assist the OSLs in the design and implementation of a range of Standard Operating Procedures (SOPs).

1.14 To deputise, as and when required, for the OSLs at internal and external meetings.

1.15 Participate in and/or manage a range of projects on behalf of the service as appropriate, working with the senior medical and nursing staff, to plan future development.

Information and Analysis

Monitor the accurate, timely and complete recording of information on Encompass (EPIC) and ensure tip sheets and SOPs are followed.

Provide ad hoc information reports as using appropriate information systems and computer applications.

Assist in analysing complex performance information to identify areas for improvement, assessing outcomes against expected standards and initiating change where appropriate.

Develop a robust monitoring framework in conjunction with the Operational Support Lead/Assistant Director to monitor performance against key performance indicators, waiting list/time targets for the service, internally agreed milestones and to monitor same.

General Management Responsibilities

Responsible for the management of a team of administrative and clerical staff, ensuring cost effectiveness and efficiency.

Review and continuously monitor workload distribution and allocate secretarial and administrative staff accordingly ensuring the effective provision of cover during staff absences.

Review individually, at least annually, the performance of immediately subordinate staff, provide guidance on personal development requirements and advise on and initiate, where appropriate, further training.

Maintain staff relationships and morale amongst the staff reporting to him/her.

Review the organisation plan and establishment level of the service for which he/she is responsible to ensure that each is consistent with achieving objectives, and recommend change where appropriate.

Delegate appropriate responsibility and authority to the level of staff within his/her control consistent with effective decision making, while retaining overall responsibility and accountability for results.

Participate, as required, in the selection and appointment of staff reporting to him/her in accordance with procedures laid down by the Trust.

Take such action as may be necessary in disciplinary matters in accordance with procedures laid down by the Trust.

Monitor the administrative and clerical budget, in liaison with the Operational Support Lead.

HUMAN RESOURCE MANAGEMENT RESPONSIBILITIES

The Trust supports and promotes a culture of collective leadership where those who have responsibility for managing other staff:

Establish and promote a supportive, fair and open culture that encourages and enables all parts of the team to have clearly aligned goals and objectives, to meet the required performance standards and to achieve continuous improvement in the services they deliver.

Ensure access to skills and personal development through appropriate training and support.

Promote a culture of openness and honesty to enable shared learning.

Encourage and empower others in their team to achieve their goals and reach their full potential through regular supportive conversation and shared decision making.

Adhere to and promote Trust policy and procedure in all staffing matters, participating as appropriate in a way which underpins Trust values.

GENERAL REQUIREMENTS

The post holder will be required to

Ensure the Trust’s policy on equality of opportunity is promoted through his/her own actions and those of any staff for whom he/she has responsibility.

Co-operate fully with the implementation of the Trust's Health and Safety arrangements, reporting any accidents/incidents/equipment defects to his/her manager, and maintaining a clean, uncluttered and safe environment for patients/clients, members of the public and staff.

Adhere at all times to all Trust policies/codes of conduct, including for example

Smoke Free policy

IT Security Policy and Code of Conduct

standards of attendance, appearance and behaviour

Contribute to ensuring the highest standards of environmental cleanliness within your designated area of work.

Co-operate fully with regard to Trust policies and procedures relating to infection prevention and control.

All employees of the Trust are legally responsible for all records held, created or used as part of their business within the Trust including patients/clients, corporate and administrative records whether paper-based or electronic and also including emails. All such records are public records and are accessible to the general public, with limited exceptions, under the Freedom of Information Act 2000 the Environmental Information Regulations 2004, the General Data Protection Regulations (GDPR) and the Data Protection Act 2018. Employees are required to be conversant with the Trust’s policy and procedures on records management and to seek advice if in doubt.

Take responsibility for his/her own ongoing learning and development, in order to maximise his/her potential and continue to meet the demands of the post.

Represent the Trust’s commitment to providing the highest possible standard of service to patients/clients and members of the public, by treating all those with whom he/she comes into contact in the course of work, in a pleasant, courteous and respectful manner.

RAISING CONCERNS - RESPONSIBILITIES

The post holder will promote and support effective team working, fostering a culture of openness and transparency.

The post holder will ensure that they take all concerns raised with them seriously and act in accordance with the Trust’s ‘Your Right to Raise a Concern (Whistleblowing)’ policy and their professional code of conduct, where applicable.

This Job Description will be subject to review in the light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time.

It is a standard condition that all Trust staff may be required to serve at any location within the Trust's area, as needs of the service demand.

<April 2026>

PERSONNEL SPECIFICATION

JOB TITLE AND BAND Band 5 Operational Support Officer for ENT/Urology

DEPARTMENT / DIRECTORATE Surgery and Clinical Services

SALARY £31,049 - £37,796

HOURS 37.5

Notes to applicants

You must clearly demonstrate on your application form under each question, how you meet the required criteria as failure to do so may result in you not being shortlisted. You should clearly demonstrate this for both the essential and desirable criteria.

Shortlisting will be carried out on the basis of the essential criteria set out in Section 1 below, using the information provided by you on your application form. Please note the Trust reserves the right to use any desirable criteria outlined in Section 3 at shortlisting. You must clearly demonstrate on your application form how you meet the desirable criteria.

Proof of qualifications and/or professional registration will be required if an offer of employment is made – if you are unable to provide this, the offer may be withdrawn.

ESSENTIAL CRITERIA

SECTION 1: The following are ESSENTIAL criteria which will initially be measured at shortlisting stage although may also be further explored during the interview/selection stage. You should therefore make it clear on your application form whether or not you meet these criteria. Failure to do so may result in you not being shortlisted. The stage in the process when the criteria will be measured is stated below.

Factor

Criteria

Method of Assessment

Experience

Degree or recognised professional qualification/higher qualification in a business /management/ administrative related field AND 1 years’ experience in a an admin role within a clinical setting at Band 4 or above

OR

HNC/HND or equivalent/higher qualification in a business/management / administrative related field AND 2 years’ experience in an admin role within a clinical setting including 1 year at Band 4 or above;

OR

4 years’ experience in an admin role within a clinical setting , including 1 year at Band 4 or equivalent/above

Working Knowledge of clinical administration systems, for example Encompass, which should include inputting and updating data.

Experience of using Microsoft Word and Excel, to include using spreadsheets for the analysis, manipulation and presentation of data.

Experience in staff management/ supervision.

Shortlisting by Application Form

SECTION 2: The following are ESSENTIAL criteria which will be measured during the interview/ selection stage:

Skills / Abilities

Have an understanding of the Performance Management agenda in Health and Social Care.

Effective communication skills to meet the needs of the post in full.

Excellent numerical and analytical skills with ability to apply strict attention to detail.

Effective planning & organisational skills with an ability to prioritise own workload

Interview

As part of the Recruitment & Selection process it may be necessary for the Trust to carry out an Enhanced Disclosure Check through Access NI before any appointment to this post can be confirmed.

THE TRUST IS AN EQUAL OPPORTUNITIES EMPLOYER

Successful applicants

may be required to attend for a Health Assessment

can expect to be placed at the minimum point of the pay scale, although a higher starting salary, within the range of the pay band may be available if the person appointed has experience relevant & equivalent to the post. If the successful candidate is an existing HSC employee moving to a higher band, AfC Pay on Promotion will apply.

are able to request Flexible Working from the 1st day of their employment. A number of flexible working provisions are offered by all HSC Organisations including Full-time working, Fixed working patterns, Part-time working, Flexi-time, Compressed/elongated hours, Average hours working patterns, Term-time working, Job-share or Homeworking for some or all of the working pattern, depending on the role being undertaken. Successful applicants are encouraged to discuss with their manager what Flexible Working provisions may be available in the role they are taking up, prior to commencing employment, to help them achieve a positive Work/Life Balance.

All staff are expected to display the HSC Values at all times