Job summary
This is a varied and rewarding position that combines lead responsibility for patient experience and complaints management with a proactive HR function across the practice. You'll be working closely with the Practice Manager and Business & Finance Manager to help create a kind, inclusive, and professional working environment.
This is a key role requiring excellent interpersonal and organisational skills, and the ability to handle sensitive issues with discretion and professionalism.
Main duties of the job
Your responsibilities will include:
Leading on patient feedback, satisfaction surveys, and complaint resolution
Coordinating patient engagement through the Patient Participation Group (PPG)
Overseeing recruitment, onboarding, and HR administration for KAMP and working with the PCN for the same functions
Managing the administration of the NHS Pension Scheme and supporting payroll-related HR tasks
Supporting team development, wellbeing initiatives, and training coordination
Maintaining HR compliance in line with CQC and employment law standards
This is an ideal opportunity for someone seeking to develop in HR or patient experience leadership within a supportive primary care setting.
About us
Kennet and Avon Medical Partnership is a larger than average general practice with 17,500 patients, serving the market town of Marlborough, Pewsey village and their surrounding rural environs in beautiful North East Wiltshire.
The successful candidate for this role will join a fantastic team- we are friendly, approachable and helpful, especially to new members. This is encapsulated in our mission: to deliver high quality healthcare with happy and motivated staff, where all staff and patients are treated with dignity and respect.
KAMP is committed to invest in the development of our staff members to provide a supported and highly skilled work force. Kindness and compassion to ourselves, to each other and to our patients is a core value.
KAMP offers a series of employee benefits including generous holiday allowance, membership of the NHS pension scheme, we will cover the cost of a Blue Light card, and we offer regular wellbeing activities.
New staff are welcomed and supported to embed into the KAMP team and understand their contribution to the practice mission and values.
Job description
Job responsibilities
Please see attachment for full details, a job summary is as follows:
- Support the Practice Manager in developing, organising, and managing the day-to-day delivery of patient services contributing to a respectful, patient-centred environment.
- Take a lead role in complaints handling and recording, including making initial telephone contact with complainants within 24 hours.
- Take a lead role in the recruitment, onboarding, and HR administration for KAMP and PCN staff, including the administration of the NHS Pension Scheme.
- Undertake the administration for the Patient Participation Group (PPG) and contribute to community engagement initiatives.
- Provide general administrative and HR support to the Practice Manager as required.
Job description
Job responsibilities
Please see attachment for full details, a job summary is as follows:
- Support the Practice Manager in developing, organising, and managing the day-to-day delivery of patient services contributing to a respectful, patient-centred environment.
- Take a lead role in complaints handling and recording, including making initial telephone contact with complainants within 24 hours.
- Take a lead role in the recruitment, onboarding, and HR administration for KAMP and PCN staff, including the administration of the NHS Pension Scheme.
- Undertake the administration for the Patient Participation Group (PPG) and contribute to community engagement initiatives.
- Provide general administrative and HR support to the Practice Manager as required.
Person Specification
Skills and Abilities
Essential
- Excellent written and verbal communication
- Able to manage time effectively and adapt quickly
- Strong organisational and time management skills
- Ability to manage complaints with professionalism and empathy
- Proficient in Microsoft Office
- Confident minute-taking and information sharing
Desirable
- Understanding of local health services and the impact of NHS services on health and well-being of patients
- Experience of being comfortable learning new tech and tools
Qualifications
Essential
- Good standard of general education, to include a minimum of C at GCSE in Maths and English (or equivalent)
Desirable
- Undergraduate degree (in healthcare, life sciences, business, IT, project management or related field)
- Training in complaints handling or conflict resolution
- HR Qualification eg CIPD Level 3 or above (or working towards)
Personal Characteristics
Essential
- Commitment to working in the NHS and improving the care given to patients
- Professional, approachable, and resilient
- Flexible and adaptable to change
- Performing under pressure
- Commitment to undertaking training and their own personal development
- Committed to confidentiality and equality
- Proactive, reliable, collaborative;
- Strong attention to detail;
- Enthusiastic about learning
- Able to work independently and take initiative on self-led projects
Experience
Essential
- Experience working with the public and delivering customer service
- Experience of and success at motivating people in a changing environment
- Experience handling complaints or sensitive issues
- Experience using initiative and working in a team environment
- Experience organising meetings or group activities
Desirable
- NHS or General Practice experience
- Experience using digital or clinical record systems
Person Specification
Skills and Abilities
Essential
- Excellent written and verbal communication
- Able to manage time effectively and adapt quickly
- Strong organisational and time management skills
- Ability to manage complaints with professionalism and empathy
- Proficient in Microsoft Office
- Confident minute-taking and information sharing
Desirable
- Understanding of local health services and the impact of NHS services on health and well-being of patients
- Experience of being comfortable learning new tech and tools
Qualifications
Essential
- Good standard of general education, to include a minimum of C at GCSE in Maths and English (or equivalent)
Desirable
- Undergraduate degree (in healthcare, life sciences, business, IT, project management or related field)
- Training in complaints handling or conflict resolution
- HR Qualification eg CIPD Level 3 or above (or working towards)
Personal Characteristics
Essential
- Commitment to working in the NHS and improving the care given to patients
- Professional, approachable, and resilient
- Flexible and adaptable to change
- Performing under pressure
- Commitment to undertaking training and their own personal development
- Committed to confidentiality and equality
- Proactive, reliable, collaborative;
- Strong attention to detail;
- Enthusiastic about learning
- Able to work independently and take initiative on self-led projects
Experience
Essential
- Experience working with the public and delivering customer service
- Experience of and success at motivating people in a changing environment
- Experience handling complaints or sensitive issues
- Experience using initiative and working in a team environment
- Experience organising meetings or group activities
Desirable
- NHS or General Practice experience
- Experience using digital or clinical record systems
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.
