Operations Manager

• Lead and oversee the daily operation of the Reception and Administration Teams, ensuring effective, efficient, and patient-centred service delivery.
• Assist in management of staffing levels, workloads, and resources to maintain operational continuity and support patient access to services.
• Provide additional leadership, supervision, performance management, coaching, and development support to administrative and reception staff.
• Assist recruitment activities, including advertising, shortlisting, interviewing, onboarding, and workforce planning.
• Manage employee relations matters, including attendance, annual leave, performance, capability, conduct, grievance, and disciplinary processes, ensuring compliance with practice policies and employment legislation.
• Monitor and improve administrative systems, workflows, and operational processes to enhance efficiency, service quality, and patient experience.
• Produce and analyse operational performance data and reports to support decision-making and service improvement.
• Support projects that improve practice performance, implement new systems, and support organisational change.
• Assist in efforts to ensure compliance with NHS, CQC, Information Governance, Health and Safety, and other regulatory requirements.
• Contribute to quality improvement initiatives, audits, and governance activities while promoting a culture of continuous improvement and accountability across the practice

• Oversee the daily operation of Reception and Administration Teams to ensure safe, effective, and efficient service delivery.
• Monitor workload, staffing levels, and resource allocation to maintain operational continuity.
• Ensure practice policies, procedures, and standard operating processes are followed consistently.
• Identify service improvements and implement changes that enhance patient experience and operational efficiency.
• Support the management of patient access, appointment systems, workflow management, and administrative processes.
• Produce and analyse operational reports and performance data to support decision-making.

• Provide day-to-day leadership and line management for Reception and Administration Team members.
• Develop a positive, accountable, and high-performing team culture.
• Conduct regular team meetings, one-to-one supervision, and performance reviews.
• Support staff development through coaching, mentoring, and training opportunities.
• Manage team performance and address operational challenges promptly and effectively.

• Lead recruitment activities for reception and administrative positions.
• Coordinate advertising, shortlisting, interviewing, onboarding, and induction processes.
• Support workforce planning to ensure appropriate staffing levels across all teams.
• Identify training needs and contribute to succession planning initiatives.

• Manage sickness absence, annual leave, and other staff leave requests in line with practice policies.
• Monitor attendance and staffing levels to ensure service resilience.
• Lead informal and formal employee relations processes, including performance management, capability, conduct, grievance, and disciplinary matters.
• Maintain accurate employment records and ensure compliance with employment legislation and practice policies.
• Work with the Practice Manager to address workforce issues proactively and fairly.

• Support compliance with NHS, CQC, Information Governance, Health and Safety, and practice standards.
• Ensure administrative processes meet regulatory requirements.
• Contribute to audits, reviews, and service improvement activities.
• Promote a culture of continuous improvement and patient-focused care.

• Significant experience working within Primary Care, General Practice, or NHS healthcare settings.
• Proven operational management experience.
• Experience managing large teams within a fast-paced environment.
• Experience of staff recruitment, induction, and workforce development.
• Experience managing performance, attendance, disciplinary, and grievance processes.
• Experience leading projects and delivering operational improvements.
• Strong understanding of Primary Care operational processes and patient services.

• Detailed understanding of General Practice operations and NHS Primary Care services.
• Knowledge of employment legislation and HR best practice.
• Knowledge of workforce management principles.
• Understanding of quality, governance, confidentiality, and data protection requirements within healthcare.

• Strong leadership and people management skills.
• Excellent organisational and prioritisation abilities.
• Effective problem-solving and decision-making skills.
• Ability to manage competing priorities and work under pressure.
• Excellent communication and interpersonal skills.
• Competency in Microsoft Office and healthcare information systems.
• Ability to build positive working relationships at all levels.

• Experience of CQC compliance and regulatory requirements.
• Experience using EMIS Web and NHS systems.

• Leadership and Team Development
• Operational Excellence
• Workforce Management
• Change and Project Management
• Communication and Relationship Building
• Problem Solving and Decision Making
• Patient Focus
• Accountability and Integrity

Essential

• Strong leadership skills with the ability to motivate, develop, and manage high-performing teams.
• Excellent organisational and time management skills with the ability to prioritise competing demands.
• Effective problem-solving and decision-making abilities.
• Excellent verbal and written communication skills with the ability to build positive working relationships at all levels.
• Strong analytical skills with the ability to interpret performance data and produce meaningful reports.
• Competent in Microsoft Office applications and healthcare information systems.
• Ability to lead change, manage projects, and deliver measurable operational improvements.

Essential

• Sound understanding of General Practice operations and NHS Primary Care services.
• Knowledge of workforce management principles and HR best practice.
• Understanding of employment legislation and its practical application.

Desirable

• Knowledge of governance, confidentiality, information governance, and data protection requirements within healthcare settings.
• Understanding of quality improvement methodologies and regulatory compliance requirements.

Essential

• Significant experience working within Primary Care, General Practice, or NHS healthcare settings.
• Proven experience in an operational management role with responsibility for service delivery and performance.
• Experience managing and leading large administrative or operational teams.
• Demonstrable experience of recruitment, induction, workforce planning, and staff development.
• Experience managing employee relations matters, including attendance, performance, disciplinary, capability, and grievance processes.

Desirable

• Experience of CQC compliance and regulatory inspections.
• Experience using EMIS Web and other NHS systems.
• Experience supporting organisational change and service transformation programmes within Primary Care