Operations Manager

Overview

In this role you will oversee day-to-day practice operations, line-manage front-of-house and admin staff, and drive performance to meet practice objectives. You will lead operational change, design and test process improvements, and audit outcomes to boost efficiency and patient care. You’ll ensure real-time resilience, manage non-clinical issues, and support vaccination campaigns while upholding standards and data protection. The position offers scope to shape operations within a forward-thinking GP practice.

Pay / Benefits

• NHS Pension
• 6 weeks Annual leave
• Salary negotiable based on experience
• Permanent contract
• Full-time role
• Professional development opportunities

Responsibilities

• Direct line management of reception and administrative staff, including appraisals and performance development
• Manage daily rotas, sickness and leave to ensure full front-of-house coverage and reduced patient wait times
• Foster a positive team culture focused on excellent patient service
• Evaluate and redesign administrative workflows to remove bottlenecks
• Design, test and implement new systems to streamline operations
• Conduct regular operational audits to maximise efficiency and safety
• Oversee QOF and vaccination campaign logistics and schedules
• Monitor administrative output and task queues; escalate systemic issues
• Lead resolution of non-clinical patient complaints and implement improvements
• Support IT administration of the clinical system and other software to boost productivity
• Maintain practice website and communications with patients and external agencies
• Support premises maintenance, health and safety checks, and CQC readiness
• Contribute to data protection compliance and staff vaccination status records
• Prepare and present maintenance of IT systems, premises contracts, and risk assessments
• Attend practice/partner meetings, take minutes, and action follow-ups
• Recruitment, induction, and training of new staff; maintain HR records
• Organise staff rotas and forward planning to meet workload and cover
• Ensure confidentiality and adherence to Caldicott/GDPR policies

Key requirements

• Proven track record in line management and team leadership
• Experience in process improvement (designing, implementing, auditing, refining workflows)
• Experience in dynamic resource allocation (rotas, sickness, coverage)
• Experience handling patient complaints and conflict resolution
• Experience in NHS Primary Care or healthcare settings
• Experience coordinating large-scale campaign logistics (vaccination drives)
• Strong change management mindset and proactive problem-solving
• Excellent interpersonal, communication, and team-building skills
• High IT literacy and data management confidence
• Familiarity with clinical systems (e.g., SystmOne)
• Understanding of QOF logistics and primary care metrics
• Experience with data protection compliance

• strong interpersonal skills
• team-building
• clear communication
• IT literacy (Word, Excel, PowerPoint)
• clinical system administration (SystmOne)
• data management and reporting

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