Operations Manager

Job description

Job responsibilities

Operations Manager (HR, Operations, Complaints & Safeguarding Lead)

Location: Crown Heights Medical Centre List Size: 27,000 patients Hours: Full-time (37.5 hours/week) Contract: Permanent Reports to: Practice Manager Salary: TBD depending on experience

Job Summary

Crown Heights Medical Centre is a large, forward-thinking GP practice caring for over 27,000 patients. We are seeking an experienced Operations Manager to provide operational leadership, lead HR processes, and oversee complaints and safeguarding alongside the Practice Manager and clinical leads.

The Operations Manager will be responsible for line management of non-clinical teams, ensuring smooth day-to-day operations which includes staff rotas and clinical system templates, effective workforce management, and compliance with statutory requirements. This role will also deputise for the Practice Manager as required.

Key Responsibilities

1. Operational Leadership

• Lead day-to-day operational delivery, ensuring teams function efficiently and patient services run smoothly.
• Oversee the Staffing rotas and EMIS templates (all staff)
• Line manage non-clinical teams, including reception and administration.
• Act as first point of escalation for operational issues, staff concerns, and patient queries.
• Deputise for the Practice Manager during periods of absence, representing the practice internally and externally.

2. Human Resources & Workforce Management

• Lead recruitment, onboarding, induction, and probation management for non-clinical staff.
• Oversee appraisals, absence management, and staff performance.
• Support the Practice Manager with employee relations cases, investigations, and disciplinary/grievance processes.
• Ensure compliance with mandatory training, workforce reporting, and HR policies.
• Develop and support team leads to build sustainable management structures.

3. Complaints Lead

• Act as the practices Complaints Lead, managing the complaints process in line with NHS regulations and practice policy.
• Coordinate investigations with relevant staff and clinicians, ensuring responses are timely, thorough, and empathetic.
• Identify learning points and implement service improvements arising from complaints.
• Produce regular complaint trend reports for the Practice Manager and partners.
• Liaise with external bodies, including ICB or Ombudsman, when required.

4. Safeguarding Lead (Operational)

• Serve as the Operational Safeguarding Lead, working alongside the GP Safeguarding Lead and Safeguarding Administrator.
• Ensure safeguarding referrals are logged, tracked, and actioned appropriately.
• Monitor staff training compliance and maintain safeguarding records.
• Liaise with local safeguarding boards and external agencies as required.
• Escalate clinical safeguarding matters to the GP Safeguarding Lead.

5. Governance & Compliance

• Support the delivery of QOF, enhanced services, and CQC compliance.
• Maintain and implement practice policies and procedures.
• Assist in audits, reporting, and operational governance.

6. Service Improvement

• Identify and implement improvements in operational systems, workflows, and team performance.
• Support practice-wide initiatives to enhance patient experience and safety.

Person Specification

Essential

Desirable

Proven experience managing operational teams (20+ staff)

Experience in large GP practices (>20,000 patients)

Strong HR knowledge, including recruitment, onboarding, absence management, and employee relations

CIPD Level 3 or above

Experience managing complaints in healthcare or regulated settings

Experience as a safeguarding lead in primary care

Excellent organisational, leadership, and communication skills

EMIS or similar clinical system experience

Ability to manage multiple priorities and deliver under pressure

Experience leading QI or service improvement projects

Understanding of safeguarding policy and statutory obligations

Previous NHS/PCN experience

Key Relationships

• Practice Manager (line manager)
• GP Partners (for governance, complaints, safeguarding)
• Clinical staff (nurses, HCAs)
• Non-clinical staff (reception, admin, pharmacy/technical support)
• Safeguarding Administrator

Additional Information

• The Operations Manager will be expected to deputise for the Practice Manager in all operational matters, including staff and partner meetings.
• This is a high-profile leadership role requiring discretion, integrity, and the ability to lead large teams in a busy primary care environment.

Person Specification

Experience

Essential

• Minimum 2 years experience leading administrative or reception teams
• Demonstrable experience of workflow management and service improvement
• Experience managing rotas, capacity, and demand
• Familiarity with clinical systems and practice workflows
• Proven ability to work collaboratively across teams

Desirable

• Experience within the NHS and/or GP Practice
• Knowledge of the QOF Framework, GP Contract and the funding models that drive primary care
• Experience with some safeguarding workflow, there is room to upskill and train for Primary Care patients and key contacts

Skills

Essential

• Strong organisational and coordination skills
• Competent in Microsoft Office, data analysis, and report writing
• Ability to lead meetings, allocate work, and follow through on actions

Desirable

• Understanding of primary care operations and patient pathways
• Good understanding of patient access, Klinik or other triage systems

Qualifications

Essential

• Management or team leader qualification (ILM Level 3 or similiar)

Desirable

• CIPD Level 3 in HR

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Crown Heights Medical Centre

Address

Alencon Link

Basingstoke

Hampshire

RG21 7AN

Employer's website

https://www.crownheightsmc.co.uk/ (Opens in a new tab)