Job summary
We are inviting experienced and ambitious candidates to apply for the role of Performance and Operations Manager for our Endoscopy service at Bristol Foundation Trust, City & Weston in the Division of Surgery.

We are seeking a hard-working enthusiastic individual, with a flexible approach, able to demonstrate commitment to delivering exceptional patient care.

This position leads the operational service at three sites, working closely with the AGM, Divisional team and external diagnostic providers, using continuous service improvement methodology to deliver our strategic objectives and waiting list recovery plans for our patients.

The successful candidate must have experience of providing operational service management and developing others.

They will have excellent organisation, communication and interpersonal skills as the role requires liaison with patients and trust colleagues.

If this describes you and you're seeking an opportunity to continue your personal development within a supportive team in a fast-paced role, why not take the next step and apply to work with us?

We will consider applications as a development DPOM Band 6 role, where you can demonstrate significant service experience. Please state this on your application.

Full time role M-F, includes cross site working at City & Weston hospitals.

Interview date is Friday 16th October 2026

Main duties of the job
The post holder is responsible for delivering effective and efficient performance & operational management of the Endoscopy service for Day Case and pre-operative Outpatient performance at City & Weston Hospitals and directly line manages Assistant Performance & Operations Managers (APOM's) who manage the bookings teams to deliver of high-quality scheduling space utilisation and activity using all available capacity

Working closely with a range of multi-disciplinary colleagues, they will plan and co-ordinate resources within the Endoscopy service and ensure delivery of safe care, positive patient experiences, and achievement of access targets in line with Trust objectives including Cancer, diagnostic performance and 18-week patient-level pathways

The POM takes responsibility for monitoring demand and capacity to deliver a responsive and high quality services and ensures that patients are booked and managed in line with Trust policies and national standards

The post holder will support the Assistant General manager with service improvement and will work closely with clinical and non-clinical colleagues to support a culture of continuous improvement and innovation

About us
Bristol NHS Foundation Trust brings together more than 28,000 staff to deliver over 160 clinical services across thirteen hospital locations, operating from three main sites at Southmead, Bristol city centre and Weston.

With an annual turnover of £2.3 billion, we are now one of the largest NHS trusts in the United Kingdom. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer.

Bristol NHS Foundation Trust values all people as individuals. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we're meeting our pledge.

Job responsibilities
Professional knowledge and expertise

• Maintain specialist knowledge of NHS elective access standards, cancer waiting time standards, patient access policies and booking procedures
• Demonstrate detailed understanding of outpatient, elective, diagnostic and endoscopy pathways and associated performance requirements
• Maintain expert knowledge of Careflow (Patient Administration System), Medilogik (bespoke Endoscopy system) and Trust reporting systems
• Apply understanding of healthcare performance management methodologies and service improvement techniques
• Awareness of NHS funding arrangements, including overseas visitors, private patients and Welsh commissioned services
• Work closely with clinical, administrative, booking and management teams to ensure theatre, endoscopy and outpatient capacity is fully utilised and meets patient demand, Trust objectives and NHS England targets
• Build effective working relationships with consultants, specialty teams, operational managers and corporate services to support service performance and delivery of patient access standards
• Influence and negotiate with consultants, service leads and operational teams to secure additional clinical capacity and agree recovery plans where performance targets or access standards are at risk
• Facilitate collaboration between multidisciplinary teams across multiple sites to support patient flow, maximise capacity utilisation and achieve access standards
• Provide specialist operational advice, management support and performance information to clinical, administrative and managerial staff regarding patient administration processes, pathway management and service delivery
• Support and advise staff on service priorities, operational changes and the effective management of clinics, waiting lists and treatment capacity
• Act as a source of specialist advice, coaching and training for managers, administrative teams and booking staff on patient pathways, access policies and performance management requirements
• Communicate complex performance, demand, capacity and waiting list information clearly and effectively to a wide range of clinical and non-clinical audiences
• Deliver formal presentations on performance, demand, capacity and waiting list management at specialty, divisional and Trust-wide meetings, adapting information appropriately for different audiences
• Communicate performance information, operational risks, service pressures and capacity constraints to Lead Consultants, Divisional Managers and multidisciplinary teams to support informed decision-making and service planning
• Communicate sensitive or unwelcome information relating to delays, breaches, capacity constraints, service pressures and operational risks in a professional and constructive manner
• Investigate patient complaints relating to patient administration services, communicating outcomes sensitively and implementing service improvements where appropriate
• Respond empathetically to patients and relatives who may be distressed regarding delays to treatment or appointment availability, ensuring concerns are addressed appropriately and professionally
• Use effective negotiation, influencing and relationship management skills to balance competing clinical and operational priorities and support the achievement of service objectives
• Overcome communication barriers, including resistance to service change, differing levels of understanding of performance information, conflicting priorities and interactions with distressed patients, relatives or staff, through clear communication, effective negotiation and strong interpersonal skills
• Maintain specialist knowledge of BNSSG access policies, NHS waiting-time standards and Trust patient administration requirements
• Provide expert advice to staff on the use of Medway and Careflow systems, patient pathway management and health records processes.
• Maintain knowledge of overseas visitor charging regulations, private patient processes and Welsh commissioning arrangements.

Person Specification
Education and qualifications
Essential

• Educated to degree level or equivalent experience

Desirable

• Evidence of ongoing professional development

Knowledge, skills and abilities
Essential

• A demonstrable capacity and capability for operational management in an acute hospital environment, or similarly complex organisation, including staff management, financial management and change management
• Proven ability to communicate effectively and sensitively with a wide range of people and to build credibility quickly
• Knowledge of current NHS issues, including performance targets and Foundation Trust status
• Proven ability to analyse complex problems and to develop practical and workable solutions to address them
• Knowledge of current NHS issues, including performance targets and Foundation Trust status
• Proven ability to analyse complex problems and to develop practical and workable solutions to address them
• Ability to think and plan tactically and creatively to prioritise work programs in the face of competing demands and within resources
• Good interpersonal skills with a strong sense of personal and team accountability
• Excellent IT skills
• Ability to produce and present analytical reports
• Well-developed leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams, and communicate performance expectations

Experience
Essential

• Experience and proven ability in managing organisational / service change with and through teams, by engaging them in development and delivery plans, establishing clear work priorities, delegating effectively, ensuring a capability to deliver, monitoring performance and giving feedback
• Management of waiting lists and/or performance targets
• NHS or public sector experience
• Acute sector operational experience

Desirable

• Experience of budgetary management, including knowledge of contract income

Personal qualities
Essential

• Ability to make quick decisions when required, processing complex information
• Sympathetic, compassionate attitude and strong listening skills
• Excellent communication and presentation skills
• Strong sense of integrity and reliability

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.