Assistant Manager

The successful candidate will support the Practice Manager with a range of operational and administrative responsibilities, including:

Role purpose

To support the Practice Manager in the

safe, effective and efficient running of the practices, taking delegated

responsibility for administrative operations, staff supervision, complaints

coordination, recruitment, training compliance, patient experience and

governance reporting. The postholder will identify and escalate risks, maintain

reliable management information and help deliver sustained service

improvements.

1. Staff supervision and people management

Provide day-to-day supervision,

guidance and support to reception and administrative teams across sites.

Conduct and document

return-to-work interviews following sickness absence, in accordance with the

practice sickness policy; identify concerns and escalate where appropriate.

Support induction, probation

reviews, regular one-to-ones, appraisals and routine performance conversations

as delegated.

Monitor attendance, rota cover,

annual leave requests and staffing pressures; coordinate cover and escalate

gaps affecting safe service delivery.

Address routine conduct or

performance concerns informally within delegated authority; refer formal

disciplinary, grievance and complex HR matters to the Practice Manager.

2. Recruitment, onboarding and leavers

Coordinate job adverts,

shortlisting administration, interview arrangements, references and recruitment

records.

Track DBS, right-to-work,

occupational health and other required pre-employment checks; flag incomplete

checks before commencement.

Coordinate NHSmail, SystmOne,

smartcards, Windows accounts, TeamNet and other systems access via authorised

teams and approval processes.

Maintain induction checklists,

personnel records, probation reminders and onboarding progress reports.

Coordinate leaver checklists,

return of equipment and timely removal of access.

3. Complaints and patient experience

Coordinate complaint

acknowledgements, investigation requests, response drafting, action logs and

deadline tracking under the practice complaints procedure.

Maintain a complaints register;

report open, overdue and closed cases and identify recurring themes and

learning.

Escalate serious or complex

complaints, patient safety concerns and proposed final responses to the

Practice Manager and appropriate clinical lead.

Coordinate the Friends and

Family Test (FFT), including collection, reporting, trend analysis and

improvement actions.

Support patient engagement,

Patient Participation Group activity and approved responses to public feedback.

4. Mandatory training and workforce compliance

Maintain the staff mandatory

training matrix using Bluestream and other relevant systems.

Monitor completion and expiry

dates; send reminders, chase overdue training and escalate persistent

non-compliance.

Provide weekly compliance

reports by staff member, team and overall percentage.

Coordinate induction and

refresher training and maintain evidence for governance and CQC review.

5. Workflow, clinical correspondence, tasks and SARs

Produce a weekly site-by-site

dashboard of outstanding SystmOne tasks, workflow, clinical letters and

referrals, including volume, oldest item, overdue items and movement since the

prior week.

Liaise with relevant teams to

identify administrative ownership and follow up outstanding actions.

Request (SAR) register, track statutory deadlines, coordinate administrative

processing and flag requests at risk of delay.

Escalate clinical

correspondence, referral delays and potential patient safety risks immediately

to the responsible clinician and Practice Manager; do not make clinical

prioritisation decisions.

6. CQC, governance and quality improvement

Maintain CQC evidence folders,

improvement action trackers, policy review schedules and audit registers.

Coordinate significant event

administration, including records, action tracking and evidence that learning

has been shared; clinical investigation remains with clinical leads.

Monitor routine premises, fire

safety, equipment and health and safety compliance records, escalating overdue

checks or risks.

Support meeting preparation,

minutes, action follow-up and implementation of approved policies and

procedures.

7. Communications and operational support

Coordinate approved website

updates, practice social media, patient notices, waiting-room information and

NHS health promotion campaigns.

Ensure public communications

follow practice approval, confidentiality, accessibility and information

governance requirements.

Support reception operations,

resolve routine administrative problems, identify process improvements and

coordinate service changes.

Deputise for the Practice

Manager on agreed operational matters during absence, within documented

authority and competence.

8. Reporting and accountability

Submit a concise weekly report

covering tasks, workflow, letters, SARs, complaints, recruitment, mandatory

training, staffing and key operational risks.

Produce monthly FFT and

complaints trend summaries and track completion of agreed CQC actions.

Highlight deadlines, emerging

risks, overdue actions and matters requiring partner, clinical or Practice

Manager decisions.

Maintain accurate records and

treat all patient and employee information confidentially.

Person specificationEssential: Experience in GP practice

administration or operational supervision; strong organisation, communication

and staff-support skills; ability to manage deadlines and confidential

information; sound knowledge of primary care workflows and information

governance; competence with Microsoft Office and digital practice systems.

Desirable: Previous senior administrator or

assistant practice management experience; experience of SystmOne, TeamNet,

Bluestream and Accurx; knowledge of CQC, NHS recruitment checks, complaints

processes, FFT and SAR administration.

Authority and safeguards

The postholder works under the direction of

the Practice Manager. Final approval of complaint responses, formal HR

decisions, policy changes and financial commitments remains with authorised

managers or partners. Clinical oversight, clinical triage and patient safety

decisions remain with suitably qualified clinicians. Duties may evolve with

service needs following appropriate discussion and training.

Dr Laliwala and Partners arecommitted to delivering safe, effective and patient-centred care to our local communities. Our dedicated multidisciplinary team works together to continuously improve patient experience and the quality of our services.

We offer a supportive working environment where teamwork, professionalism and continuous improvement are valued.

This is an excellent opportunity for someone who enjoys taking responsibility, supporting colleagues and making a positive difference within primary care.

Qualifications