Interviews will take place week commencing 21 September 2026

About The East Sussex Community MSK Persistent Pain Service

The East Sussex Community MSK Persistent Pain Service provides specialist, community-based support for people aged 16 years and over living with persistent musculoskeletal pain.

The service aims to help people:

• understand persistent pain;

• reduce fear and uncertainty whilst improving confidence, function and quality of life;

• participate in family, social, educational and working life;

• develop skills for managing pain and flare-ups;

• make informed choices about treatment and medication; and

• live in accordance with the goals and values that matter to them.

Job summary

The Operations & Governance Coordinator (OGC) will play a key role in supporting the safe, effective and smooth running of the East Sussex Community MSK Persistent Pain Service.

Working closely with the Service Lead, Clinical Leads and wider operational team, the post holder will help coordinate day-to-day service delivery, ensuring patients receive timely access to care and that performance, quality and governance requirements are met.

This is a varied role, bringing together operational coordination, governance support and service improvement. It includes oversight of service performance, workforce and clinic utilisation, incidents and complaints, quality assurance activity, reporting and action tracking.

The post holder will act as a central point of coordination across clinical and non-clinical teams, helping to keep people, processes and priorities aligned. They will support a culture of shared learning, continuous improvement and high-quality, person-centred care.

We are looking for someone organised, proactive and confident working across a busy service environment. You will need to be able to communicate clearly with colleagues at all levels, make sound decisions, manage competing priorities and follow through on actions.

You will be comfortable acting as a bridge between clinical, administrative and operational colleagues, bringing structure, clarity and pace to the work. This is a demanding but rewarding role, with the opportunity to make a real impact on service delivery and outcomes for patients.

Main duties and responsibilities

Operational Delivery

• Support the day-to-day operational delivery of the East Sussex Community MSK Persistent Pain Service.

• Monitor referrals, waiting lists, clinic utilisation and capacity to support timely access for patients.

• Work with administrative and clinical colleagues to ensure waiting lists are regularly reviewed, updated and escalated where required.

• Support demand and capacity planning by reviewing referral trends, clinic utilisation and workforce capacity, highlighting pressures and escalating risks to the Service Lead where required.

• Support operational decision-making by ensuring options and recommendations take account of available capacity, budgetary limits, workforce availability and other service resources.

• Work with clinicians and managers to respond to operational pressures, risks and service flow issues.

• Deputise for the Service Lead on agreed operational matters, within delegated authority and with appropriate escalation where required.

• Coordinate clinic schedules and workforce deployment so capacity is planned, prepared and used effectively.

• Support effective use of service resources, including clinic capacity, administrative support and operational processes, identifying opportunities to improve efficiency and value for money.

• Support mobilisation and implementation of new processes, pathways and service developments.

Governance, Quality and Risk

• Coordinate the management of incidents, complaints, plaudits and associated action plans.

• Coordinate the management of service crosschecks.

• Maintain service risk, action and governance logs.

• Support the management of service risks, ensuring risks and concerns are recorded, reviewed, followed up and escalated appropriately.

• Support the implementation and monitoring of governance frameworks, policies and procedures.

• Support the review and implementation of service policies, standard operating procedures and governance processes, ensuring they are kept up to date and used consistently.

• Support monitoring of service quality, safety and patient experience standards, escalating issues and contributing to improvement actions where required.

• Coordinate governance meetings, including agenda preparation, action tracking and reporting.

• Support audit activity, quality improvement initiatives and learning reviews.

• Support the capture and sharing of learning from incidents, complaints, compliments, audits and service reviews, helping to embed improvements across the service.

Performance and Reporting

• Monitor service performance against KPIs, contractual requirements and service standards, highlighting areas requiring action.

• Produce regular operational, quality and governance reports for managers, commissioners and organisational forums.

• Support data collection, validation and analysis to inform service planning, improvement and decision-making.

• Collate and prepare data for internal and external reports, supporting report writing and narrative updates where required.

• Maintain accurate records, dashboards and reporting systems to support effective oversight and assurance.

• Identify trends, gaps or exceptions in performance and governance information, ensuring these are highlighted to the Service Lead and relevant forums to support timely action.

People Management and Team Support

• Provide line management for Patient Care Advisors, including regular 1:1s, appraisals, supervision and day-to-day support.

• Support Patient Care Advisors to work effectively, manage workload and deliver a positive patient experience.

• Promote a culture of open feedback, learning, inclusion and continuous improvement within the team.

• Support staff development, wellbeing and training compliance, escalating concerns where appropriate.

Communication and Partnership Working

• Build and maintain effective working relationships with clinicians, administrators, commissioners, partner organisations and external providers to support smooth patient flow and coordinated service delivery.

• Act as a key point of liaison between operational, clinical and administrative teams, ensuring information is shared clearly and in a timely way.

• Support clear communication of operational priorities, decisions, risks and actions across the service, helping colleagues understand what is needed and by when.

• Contribute to service improvement projects and change initiatives, supporting effective communication and engagement across the service.

• Promote a culture of collaboration, inclusion, continuous learning and person-centred care.

Working arrangements

• Work flexibly across clinical and community locations within East Sussex in line with service needs.

• Hybrid working may be available after successful completion of training, subject to agreement with the postholder's line manager and service needs

• Occasional weekend working may be available, subject to service needs.

Person Specification

E - Essential, D - Desirable

Qualifications

• NVQ Level 3, Certificate of Higher Education and/or equivalent experience (E)

• Evidence of continued professional development relevant to administration, operations, governance, quality or service coordination. (E)

• Relevant qualification in business administration, healthcare administration, management, governance, quality improvement or equivalent experience. (D)

• Leadership, supervision or line management training. (D)

Personal Qualities

• Organised, proactive and able to work reliably in a busy service environment. (E)

• Calm, confident and solutions-focused when managing competing priorities. (E)

• Able to build trust and work positively with clinical, administrative, operational and partner teams. (E)

• Committed to inclusive, person-centred services and continuous improvement. (E)

• Able to act with discretion, professionalism and sound judgement. (E)

Experience and Job-related knowledge

• Experience working in a clinical operational or clinical governance role within a health, care, public sector or similarly complex service environment. (E)

• Experience supporting service delivery, waiting list oversight, clinic coordination, referral management or demand and capacity processes. (E)

• Experience supporting governance processes such as incidents, complaints, audits, risks, action logs or quality improvement activity. (E)

• Experience producing reports, maintaining records and using data to support monitoring, escalation and decision-making. (E)

• Understanding of confidentiality, information governance and safe handling of patient or service information. (E)

• Understanding of quality standards and governance procedures within health or care systems. (E)

• Experience supporting or supervising staff, or coordinating day-to-day team workload. (E)

• Experience line managing administrative or patient-facing staff. (E)

• Experience working in NHS, community healthcare, MSK, pain services or primary/community care. (D)

• Knowledge of service performance measures, KPIs, contractual requirements or quality standards. (D)

• Experience supporting mobilisation, service change or new pathway implementation. (D)

Skills

• Strong organisational skills, with the ability to manage competing priorities and follow through on actions. (E)

• Strong written and verbal communication skills, with the ability to share information clearly and appropriately. (E)

• Confident using Microsoft Office and digital systems, including Excel, Teams and shared reporting or action tracking tools. (E)

• Able to collect, validate, analyse and present information clearly. (E)

• Able to identify risks, pressures or issues and escalate appropriately. (E)

• Able to coordinate meetings, prepare agendas, track actions and support effective follow-up. (E)

• Able to work across teams and act as a bridge between clinical, administrative and operational colleagues. (E)

• Skills in maintaining dashboards, trackers, reports or governance logs. (D)

• Familiarity with clinical or operational systems used in healthcare services. (D)

Community Working

• Able to work flexibly across community locations within East Sussex. (E)

• Able to travel across East Sussex as required to meet the needs of the role. (E)

• Comfortable working with teams based across multiple sites. (E)

• Understanding of barriers that may affect access to community healthcare services, including transport, rurality, digital exclusion or deprivation. (E)

• Experience working across community-based services or multiple sites. (D)

About Us and Our Culture

Here is a not-for-profit, social enterprise working in the health sector. We do many things, including:

• designing and delivering health care services in partnership with the NHS and third sector organisations

• developing and implementing products that support primary care to thrive What unites our efforts is a recognition of the ‘way’ we do things:

• We are a group of people who believe we can make a difference in the world

• We think business can be a force for good, and that profits should benefit our society

We know that our society is not fair and equitable, and many people cannot thrive in the conditions in which they live. We believe changes in health and care could enable a better future for us all.

Positive about disability

We’re committed to developing the careers of individuals with a disability. We will give full and fair consideration to all applicants. Applicants who confirm a disability that meet the essential criteria and evidence this within their application, will be interviewed.

Positive about diversity

Here value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively welcome applicants who identify as LGBTQ+, disabled, and people of the *Global Majority.

*People who identify as Black Caribbean, Black African, South Asian, East Asian, Middle Eastern or Latin.