Operations Manager

• Deputise for the Practice Manager when required, undertaking delegated responsibilities and attending meetings.
• Support the Practice Manager and GP Partners with operational planning, strategic objectives and service development.
• Identify opportunities to improve efficiency, productivity, patient access and patient experience.
• Oversee the implementation of new systems, processes and operational changes.
• Monitor operational pressures, resolve issues and maintain effective service delivery.
• Work collaboratively with the PCN, local practices, NHS organisations and external partners.
• Promote teamwork, accountability and continuous improvement.

• Support recruitment, selection, induction, training and staff development.
• Directly line manage the Reception Manager, including supervision, appraisals, performance management and development.
• Oversee the administrative function of the Patient Services Team, ensuring Senior Patient Services Advisors are supported, workloads are monitored and training needs are addressed.
• Support the wider management and team leadership structure.
• Monitor staff attendance, sickness absence, annual leave and workforce requirements.
• Support disciplinary, grievance, capability and other employee relations matters alongside the Practice Manager.
• Maintain accurate and confidential staff records.
• Oversee workforce planning, staffing levels, rotas and cover arrangements across both sites.
• Monitor staff wellbeing, engagement and morale, supporting retention and succession planning.

• Monitor operational spending and identify opportunities for cost savings and value for money.
• Oversee purchasing, procurement, supplier invoices and payment processes.
• Maintain oversight of petty cash, cash handling and patient payment arrangements.
• Support monitoring of NHS income streams, contractual payments, enhanced services and financial claims.
• Liaise with payroll providers and support payroll administration.
• Provide financial information and updates for the Practice Manager and GP Partners.

• Coordinate maintenance, repairs, servicing and statutory inspections.
• Maintain planned preventative maintenance schedules and compliance records.
• Manage relationships with landlords, contractors and service providers.
• Oversee premises contracts, insurance, warranties and service agreements.
• Coordinate building works, refurbishments and improvements.
• Undertake premises inspections and ensure identified issues are addressed.
• Maintain oversight of health and safety, risk assessments, accident reporting and workplace safety.
• Ensure fire safety, infection prevention and control, cleaning, waste management and environmental requirements are maintained.
• Oversee equipment maintenance and replacement arrangements.
• Identify opportunities to improve premises utilisation and support service development.

• Liaise with IT providers and NHS digital teams to resolve technical issues.
• Manage staff system access, permissions and account arrangements.
• Maintain oversight of SystmOne and other practice digital systems.
• Oversee the practice website and digital communication channels.
• Support the introduction of new technology and ensure staff receive appropriate training.
• Maintain oversight of IT contingency arrangements and business continuity processes.
• Work with the Practice Manager and Information Governance Lead to support data protection, confidentiality and information security compliance.
• Support completion of the Data Security and Protection Toolkit and relevant requirements.

• Maintain oversight of operational compliance and address identified gaps.
• Ensure policies, procedures, protocols and guidance are maintained, reviewed and accessible.
• Maintain compliance trackers and registers covering policies, risk assessments, training, premises and equipment.
• Coordinate actions arising from inspections, audits and external assessments.
• Support preparation of CQC evidence and regulatory documentation.
• Maintain governance records, action plans and evidence of compliance.
• Support the practice risk register and escalate significant operational risks.
• Promote a culture of openness, accountability, learning and continuous improvement.

• Maintain oversight of key performance indicators, including telephone access, appointment availability, waiting times, administrative backlogs and DNA rates.
• Support monitoring of QOF, enhanced services and contractual requirements.
• Ensure patient recall and administrative systems operate effectively.
• Coordinate audits, quality improvement projects and service development initiatives.
• Monitor actions arising from audits, complaints and significant events.
• Analyse performance information and provide reports to the Practice Manager and GP Partners.
• Identify recurring operational issues and implement improvements.
• Encourage staff involvement in service improvement.

• Act as a management escalation point for patient concerns and complaints.
• Ensure complaints are acknowledged, investigated and responded to within appropriate timescales, working with relevant clinicians and the Practice Manager.
• Identify complaint themes and ensure learning and improvement actions are implemented.
• Support the development and maintenance of the Patient Participation Group (PPG).
• Encourage patient engagement through surveys, the Friends and Family Test and other feedback mechanisms.
• Ensure patient-facing information is accurate, accessible and regularly reviewed.

• Ensure appropriate staffing, clinical cover and administrative support arrangements.
• Oversee clinical and administrative rotas and identify staffing gaps.
• Monitor administrative workloads, correspondence, workflow tasks, emails and patient requests, ensuring outstanding work is appropriately allocated and completed.
• Maintain effective communication across the practice and ensure relevant NHS, ICB and PCN updates are shared.
• Oversee opening and closing arrangements, procurement, supplies and stock levels.
• Coordinate locum arrangements, including booking, induction and documentation.
• Oversee third-party room usage and external service providers.
• Maintain a welcoming and professional environment across both sites.

• Ensure emergency contact lists and escalation arrangements are accurate.
• Coordinate operational responses to incidents, including power failures, water supply issues, building damage and IT outages.
• Ensure contingency arrangements support the continuation of essential patient services.
• Liaise with contractors, utility providers and NHS organisations during incidents.
• Ensure staff understand their emergency responsibilities and participate in relevant training.
• Record incidents, actions and lessons learned, ensuring improvements are implemented.

• Attend and contribute to management, operational, PCN and other relevant meetings.
• Prepare operational reports and updates for the Practice Manager and GP Partners.
• Ensure meeting actions are allocated, monitored and completed.
• Communicate operational changes, procedures and important updates to staff.
• Provide regular updates to the Practice Manager regarding operational performance, workforce, premises, finance and emerging risks.

• Undertake mandatory training and maintain an understanding of practice policies and procedures.
• Promote equality, diversity, inclusion and a respectful working environment.
• Support shared learning and the development of colleagues.
• Undertake other duties appropriate to the role and level of responsibility as reasonably requested by the Practice Manager or GP Partners.

Essential

• Experience of managing or supervising staff within a busy organisation.
• Experience of leading teams, supporting staff development and managing performance.
• Experience of managing day-to-day operational services and competing priorities.
• Experience of implementing and improving operational systems and processes.
• Experience of managing staff rotas, workforce planning and resource allocation.
• Experience of dealing with challenging situations, resolving problems and making management decisions.
• Experience of maintaining standards, monitoring compliance and implementing procedures.
• Experience of managing confidential and sensitive information appropriately.
• Experience of working collaboratively with senior management and contributing to organisational objectives.

Desirable

• Previous experience within general practice, primary care or an NHS healthcare setting.
• Experience of working with GP Partners, clinicians and multidisciplinary teams.
• Experience of CQC compliance, inspections, audits and healthcare governance.
• Experience of HR processes, including recruitment, sickness absence, appraisals and employee relations.
• Experience of premises, facilities and health and safety management.
• Experience of budget monitoring, financial administration and procurement.
• Experience of NHS systems, including SystmOne, and digital service development.
• Experience of managing patient complaints, feedback and service improvement.
• Experience of business continuity planning and emergency management.

Essential

• Excellent leadership, communication and interpersonal skills.
• Ability to motivate, support and develop staff whilst maintaining accountability and professional standards.
• Strong organisational and time-management skills, with the ability to prioritise competing demands.
• Excellent problem-solving and decision-making skills, using initiative and sound judgement.
• Ability to work independently, take responsibility and recognise when matters require escalation.
• Strong IT skills and confidence using a range of computer systems and software.
• Ability to analyse information, monitor performance and produce meaningful reports.
• Ability to communicate effectively with staff at all levels, patients, external organisations and healthcare professionals.
• A proactive approach to identifying problems, implementing solutions and driving continuous improvement.
• Ability to manage change and support others through new processes and ways of working.
• Understanding of confidentiality, data protection, equality, diversity and inclusion.
• A flexible and adaptable approach to the changing demands of general practice.

Desirable

• Knowledge of NHS general practice operations and the challenges facing primary care.
• Understanding of NHS contractual requirements, QOF and enhanced services.
• Knowledge of CQC standards and the fundamental requirements of safe and effective healthcare services.
• Understanding of employment legislation and HR best practice.
• Knowledge of health and safety legislation and premises compliance.
• Understanding of NHS information governance and data security requirements.

Essential

• Educated to GCSE level or equivalent, including English and Mathematics.
• Evidence of relevant management, leadership or supervisory training.
• Demonstrable commitment to ongoing professional development.

Desirable

• Management or leadership qualification (e.g. ILM, CMI, NVQ Level 4/5 or equivalent).
• Qualification in business administration, HR, management or a related discipline.
• Relevant NHS or healthcare management training.
• Health and Safety qualification or training.