Job summary
Compass House Medical Centres in Brixham is offering a rare opportunity to join our Outstanding, values-driven GP practice as our new Workforce Services Lead. We are a thriving, forward-thinking organisation rated CQC Outstanding and proudly accredited Investors in People Gold, with a strong focus on patient care, compassionate leadership and continuous improvement.
We are looking for someone who is detail-driven, proactive and confident improving systems, coordinating HR processes and keeping workforce operations running smoothly. If you enjoy bringing order and clarity to complex processes, solving problems, supporting people and ensuring high standards across HR administration and rota management, this could be your ideal next step.
You will play a key role in strengthening our HR systems, workforce governance and operational processes as we move into our next phase of development. Full-time, 37.5 hours per week (minimum four days on site). Salary £28-32k FTE depending on experience.
Main duties of the job
The Workforce Services Lead will lead on HR administration, ensuring all systems, processes and documentation are accurate, compliant and well organised. You will oversee GP and nursing rotas to support safe staffing, timely planning and proactive gap management. The role includes coordinating recruitment administration, onboarding and HR documentation, and liaising with our external HR advisors while supporting managers to apply consistent HR practice. You will maintain HR and workforce evidence for the CQC Well-Led domain, and produce workforce KPIs and dashboards including absence, training and compliance data. You will lead the PPG to strengthen patient engagement and feedback, support patient surveys, improvement plans and communication initiatives, and lead on complex or escalated HR-related complaints to support learning. The post holder will also support organisational projects such as reviewing HR systems and digital solutions.
About us
Compass House Medical Centres is a busy, high-performing GP practice in Brixham with a strong values-led culture: Caring, Teamwork, Collaboration, Excellence, Listening and Innovation. Rated CQC Outstanding and Investors in People Gold, we invest in staff development, wellbeing and supportive leadership. Youll join a stable, experienced leadership team who value accuracy, continuous improvement and doing things well for both patients and staff. Benefits include a structured induction, ongoing development opportunities, a focus on wellbeing and the chance to make a visible impact on workforce systems and patient engagement locally.
Job description
Job responsibilities
The Workforce Services Lead will play a key leadership role at Compass House, providing oversight, coordination and continuous improvement across HR processes, workforce systems, rota planning and administrative governance. Working closely with the Management Partner, Operations Manager and Care Coordinator Manager, the post holder will support the smooth and effective running of the practice by ensuring that our HR administration is robust, compliant and efficient, and that staffing rotas and workforce planning are accurate, timely and aligned to operational needs.
This role requires exceptional organisational skills, strong attention to detail, and the ability to think proactively, problemsolve independently and drive improvements in HR and workforce processes. The post holder will work autonomously, taking responsibility for projects, reviewing systems, implementing better ways of working and supporting managers with consistent HR practice. They will also have oversight of complex complaints and HRrelated cases, working closely with the Care Coordinator Manager who manages the majority of daytoday complaints.
The Workforce Services Lead will contribute to our Investors in People Gold culture by supporting staff training records, capturing relevant data and metrics, and helping ensure our HR and workforce systems reflect our commitment to high standards, fairness and staff wellbeing.
MAIN RESPONSIBILITIES
1. HR Administration & Workforce Processes
- Maintain accurate and uptodate personnel records for all staff, ensuring compliance with CQC and employment standards.
- Lead on reviewing HR processes and exploring digital solutions, including electronic HR systems, to improve efficiency and accuracy.
- Liaise with external HR advisors to obtain guidance, ensure consistent application of policies and support managers in following correct procedures.
- Coordinate recruitment administration including drafting adverts, job descriptions and onboarding documentation.
- Support managers with HR processes such as induction tracking, probation documentation, absence monitoring and returntowork processes.
- Ensure staff are aware of relevant HR policies and that updates are communicated consistently across teams.
- Maintain HR documentation (probation, return-to-work, performance, training logs) to a high standard, ensuring completeness, accuracy and audit readiness.
- Maintain up-to-date HR evidence required for CQC Well-Led domain and support consistency of HR policy implementation across teams. and that updates are communicated consistently across teams.
- Maintain oversight of mandatory and development training records, capturing hours and identifying training needs.
- Support the management of HR KPIs, including sickness, absence, training compliance and workforce data.
2. Workforce Planning & Scheduling
- Lead on the creation, coordination and maintenance of GP, nurse and wider clinical rotas.
- Monitor sickness and absence levels, proactively identifying gaps and ensuring appropriate cover is sourced.
- Liaise with locum agencies and individual locums to secure cover as required, ensuring accurate documentation and onboarding.
- Maintain and update rota systems, ensuring accuracy and timely communication to all stakeholders.
- Ensure workforce planning supports safe staffing levels across clinical and non-clinical teams, escalating risks promptly.
- Provide workforce information to the Managing Partner and leadership team to support decisionmaking and operational planning.
3. Students, Trainees & Work Placements
- Act as the primary administrative contact for registrars, medical students and trainees.
- Coordinate schedules, documentation, contracts, onboarding and placement requirements.
- Ensure all necessary paperwork is completed and returned, and maintain accurate records.
- Provide induction packs and information to incoming trainees.
4. Patient Feedback, PPG & Surveys
- Support the Management Partner and Operations Manager with patient surveys, improvement plans and data collation, taking ownership of defined areas where appropriate.
- Support patient inclusion by helping ensure PPG membership reflects the diversity of the practice population., improvement plans and data collation, taking ownership of defined areas where appropriate.
- Be the lead for the PPG, including communication, meeting coordination, member engagement, followup actions and working proactively to build an active, diverse and representative PPG membership.
- Develop and maintain a clear annual PPG schedule, ensuring meetings are wellplanned, purposeful and aligned with practice priorities.
- Work collaboratively with the PPG Chair to codesign meeting agendas, ensuring patient voices shape improvements and service development.
- Produce and share accurate meeting notes, action logs and updates with the Leadership Team and wider practice where appropriate.
- Increase PPG visibility within the practice through proactive communication, recruitment of new members and regular updates to staff and patients.
- Contribute to the analysis of feedback from surveys, NHS Choices, Friends & Family Test and the PPG, helping prepare improvement recommendations.
- Lead on patient communication initiatives where required.
5. Complaints Designated Complaints Lead
- Be the Designated Complaints Lead for the practice, holding overall responsibility for ensuring the complaints process is managed effectively, transparently and in line with regulatory standards.
- Lead on complex, HRrelated, legal or multiagency complaints, ensuring thorough documentation, clear audit trails and timely responses.
- Draft highquality, compassionate written responses in the Compass House tone of voice.
- Liaise with clinicians, NHS England, legal advisors and other stakeholders where investigations require multidisciplinary input.
- Provide oversight, guidance and assurance to the Care Coordinator Manager, who manages the majority of daytoday and firstline complaints.
- Analyse complaint themes, identify trends, and highlight areas for improvement or training needs.
- Ensure compliments are acknowledged, recorded, shared with staff and reflected in staff files where appropriate.
- Support the collation and monitoring of patient feedback received via email, the website, NHS Choices, Healthwatch, PPG and other channels.
- Ensure learning from complaints and feedback is shared with the Leadership Team and cascaded appropriately across the practice.
6. Project Management & Process Improvement.
- Lead and deliver HR, workforce and organisational improvement projects from scoping to implementation.
- Map existing processes and identify opportunities for improvement in efficiency, accuracy and compliance.
- Trial, implement and evaluate new systems or tools, including HR platforms and workforce dashboards.
- Ensure workforce processes support accurate data entry, coding and recall processes where these intersect with HR or rota systems.
- Contribute to digital and access transformation projects where they impact workforce or HR processes.
- Trial, implement and evaluate new systems or tools, including HR platforms and workforce dashboards.
- Support the Leadership Team with Investors in People planning, data collection and improvement actions.
- Produce reports, metrics and dashboards to track KPIs and outcomes.
7. Wider Practice Leadership
- Work collaboratively with the Managing Partner, Operations Manager and Leadership Team to support practicewide priorities.
- Contribute to weekly leadership meetings and monthly practice meetings, produce agendas and take minutes and actions.
- Support culture, engagement and wellbeing initiatives across Compass House.
- Provide crosscover for the management team where appropriate.
- Model Compass House values of Caring, Teamwork, Collaboration, Excellence, Listening and Innovation.
The duties and responsibilities listed above are not exhaustive and may be reviewed, amended or expanded following discussion with the post holder to meet the needs of the practice.
Job description
Job responsibilities
The Workforce Services Lead will play a key leadership role at Compass House, providing oversight, coordination and continuous improvement across HR processes, workforce systems, rota planning and administrative governance. Working closely with the Management Partner, Operations Manager and Care Coordinator Manager, the post holder will support the smooth and effective running of the practice by ensuring that our HR administration is robust, compliant and efficient, and that staffing rotas and workforce planning are accurate, timely and aligned to operational needs.
This role requires exceptional organisational skills, strong attention to detail, and the ability to think proactively, problemsolve independently and drive improvements in HR and workforce processes. The post holder will work autonomously, taking responsibility for projects, reviewing systems, implementing better ways of working and supporting managers with consistent HR practice. They will also have oversight of complex complaints and HRrelated cases, working closely with the Care Coordinator Manager who manages the majority of daytoday complaints.
The Workforce Services Lead will contribute to our Investors in People Gold culture by supporting staff training records, capturing relevant data and metrics, and helping ensure our HR and workforce systems reflect our commitment to high standards, fairness and staff wellbeing.
MAIN RESPONSIBILITIES
1. HR Administration & Workforce Processes
- Maintain accurate and uptodate personnel records for all staff, ensuring compliance with CQC and employment standards.
- Lead on reviewing HR processes and exploring digital solutions, including electronic HR systems, to improve efficiency and accuracy.
- Liaise with external HR advisors to obtain guidance, ensure consistent application of policies and support managers in following correct procedures.
- Coordinate recruitment administration including drafting adverts, job descriptions and onboarding documentation.
- Support managers with HR processes such as induction tracking, probation documentation, absence monitoring and returntowork processes.
- Ensure staff are aware of relevant HR policies and that updates are communicated consistently across teams.
- Maintain HR documentation (probation, return-to-work, performance, training logs) to a high standard, ensuring completeness, accuracy and audit readiness.
- Maintain up-to-date HR evidence required for CQC Well-Led domain and support consistency of HR policy implementation across teams. and that updates are communicated consistently across teams.
- Maintain oversight of mandatory and development training records, capturing hours and identifying training needs.
- Support the management of HR KPIs, including sickness, absence, training compliance and workforce data.
2. Workforce Planning & Scheduling
- Lead on the creation, coordination and maintenance of GP, nurse and wider clinical rotas.
- Monitor sickness and absence levels, proactively identifying gaps and ensuring appropriate cover is sourced.
- Liaise with locum agencies and individual locums to secure cover as required, ensuring accurate documentation and onboarding.
- Maintain and update rota systems, ensuring accuracy and timely communication to all stakeholders.
- Ensure workforce planning supports safe staffing levels across clinical and non-clinical teams, escalating risks promptly.
- Provide workforce information to the Managing Partner and leadership team to support decisionmaking and operational planning.
3. Students, Trainees & Work Placements
- Act as the primary administrative contact for registrars, medical students and trainees.
- Coordinate schedules, documentation, contracts, onboarding and placement requirements.
- Ensure all necessary paperwork is completed and returned, and maintain accurate records.
- Provide induction packs and information to incoming trainees.
4. Patient Feedback, PPG & Surveys
- Support the Management Partner and Operations Manager with patient surveys, improvement plans and data collation, taking ownership of defined areas where appropriate.
- Support patient inclusion by helping ensure PPG membership reflects the diversity of the practice population., improvement plans and data collation, taking ownership of defined areas where appropriate.
- Be the lead for the PPG, including communication, meeting coordination, member engagement, followup actions and working proactively to build an active, diverse and representative PPG membership.
- Develop and maintain a clear annual PPG schedule, ensuring meetings are wellplanned, purposeful and aligned with practice priorities.
- Work collaboratively with the PPG Chair to codesign meeting agendas, ensuring patient voices shape improvements and service development.
- Produce and share accurate meeting notes, action logs and updates with the Leadership Team and wider practice where appropriate.
- Increase PPG visibility within the practice through proactive communication, recruitment of new members and regular updates to staff and patients.
- Contribute to the analysis of feedback from surveys, NHS Choices, Friends & Family Test and the PPG, helping prepare improvement recommendations.
- Lead on patient communication initiatives where required.
5. Complaints Designated Complaints Lead
- Be the Designated Complaints Lead for the practice, holding overall responsibility for ensuring the complaints process is managed effectively, transparently and in line with regulatory standards.
- Lead on complex, HRrelated, legal or multiagency complaints, ensuring thorough documentation, clear audit trails and timely responses.
- Draft highquality, compassionate written responses in the Compass House tone of voice.
- Liaise with clinicians, NHS England, legal advisors and other stakeholders where investigations require multidisciplinary input.
- Provide oversight, guidance and assurance to the Care Coordinator Manager, who manages the majority of daytoday and firstline complaints.
- Analyse complaint themes, identify trends, and highlight areas for improvement or training needs.
- Ensure compliments are acknowledged, recorded, shared with staff and reflected in staff files where appropriate.
- Support the collation and monitoring of patient feedback received via email, the website, NHS Choices, Healthwatch, PPG and other channels.
- Ensure learning from complaints and feedback is shared with the Leadership Team and cascaded appropriately across the practice.
6. Project Management & Process Improvement.
- Lead and deliver HR, workforce and organisational improvement projects from scoping to implementation.
- Map existing processes and identify opportunities for improvement in efficiency, accuracy and compliance.
- Trial, implement and evaluate new systems or tools, including HR platforms and workforce dashboards.
- Ensure workforce processes support accurate data entry, coding and recall processes where these intersect with HR or rota systems.
- Contribute to digital and access transformation projects where they impact workforce or HR processes.
- Trial, implement and evaluate new systems or tools, including HR platforms and workforce dashboards.
- Support the Leadership Team with Investors in People planning, data collection and improvement actions.
- Produce reports, metrics and dashboards to track KPIs and outcomes.
7. Wider Practice Leadership
- Work collaboratively with the Managing Partner, Operations Manager and Leadership Team to support practicewide priorities.
- Contribute to weekly leadership meetings and monthly practice meetings, produce agendas and take minutes and actions.
- Support culture, engagement and wellbeing initiatives across Compass House.
- Provide crosscover for the management team where appropriate.
- Model Compass House values of Caring, Teamwork, Collaboration, Excellence, Listening and Innovation.
The duties and responsibilities listed above are not exhaustive and may be reviewed, amended or expanded following discussion with the post holder to meet the needs of the practice.
Person Specification
Qualifications
Essential
- Experience maintaining HR evidence for compliance or audit purposes.
- Confidence interpreting and applying HR policies consistently.
- Experience in HR administration, workforce coordination or a similar administrative role.
- Understanding of confidentiality, GDPR requirements and safe handling of HR data.
- Experience managing rotas, schedules or workforce planning in a busy environment.
- Strong organisational and time management skills with exceptional attention to detail.
- Experience liaising with external advisors or services e.g., HR, training providers, agencies.
- Confidence using data to produce reports, track KPIs and identify trends.
- Experience supporting recruitment processes and maintaining staff documentation.
- Ability to learn new systems quickly and support others in adopting them.
- Strong written and verbal communication skills.
- Ability to work proactively, independently and as a self starter with minimal supervision.
- Ability to remain calm, professional and solution focused under pressure.
- Sound judgement, resourcefulness and the ability to problem solve.
- Ability to manage competing priorities and maintain accuracy across multiple workstreams.
Desirable
- Experience supporting CQC workforce evidence or contributing to Well-Led documentation.
- Experience producing dashboards or reports for leadership.
- Experience using HR systems or rostering software.
- Experience working in primary care, NHS or similar regulated environments.
- Experience using HR systems or rostering software.
- Educated to degree level
- Understanding of employment policies, HR processes or CQC workforce requirements.
- Experience leading or coordinating projects.
- Experience supporting student placements or training programmes.
- Experience working with KPIs or workforce dashboards.
- Full UK driving licence to enable travel across sites.
Personal Qualities
Essential
- Positive, approachable and supportive, with strong interpersonal skills.
- High levels of integrity, professionalism and discretion.
- Resilient, adaptable and willing to embrace change.
- Curious and committed to ongoing personal development.
- Able to build strong working relationships across teams.
- Enthusiastic about improving systems, processes and ways of working.
- Aligned with Compass House values and committed to contributing to our culture.
Person Specification
Qualifications
Essential
- Experience maintaining HR evidence for compliance or audit purposes.
- Confidence interpreting and applying HR policies consistently.
- Experience in HR administration, workforce coordination or a similar administrative role.
- Understanding of confidentiality, GDPR requirements and safe handling of HR data.
- Experience managing rotas, schedules or workforce planning in a busy environment.
- Strong organisational and time management skills with exceptional attention to detail.
- Experience liaising with external advisors or services e.g., HR, training providers, agencies.
- Confidence using data to produce reports, track KPIs and identify trends.
- Experience supporting recruitment processes and maintaining staff documentation.
- Ability to learn new systems quickly and support others in adopting them.
- Strong written and verbal communication skills.
- Ability to work proactively, independently and as a self starter with minimal supervision.
- Ability to remain calm, professional and solution focused under pressure.
- Sound judgement, resourcefulness and the ability to problem solve.
- Ability to manage competing priorities and maintain accuracy across multiple workstreams.
Desirable
- Experience supporting CQC workforce evidence or contributing to Well-Led documentation.
- Experience producing dashboards or reports for leadership.
- Experience using HR systems or rostering software.
- Experience working in primary care, NHS or similar regulated environments.
- Experience using HR systems or rostering software.
- Educated to degree level
- Understanding of employment policies, HR processes or CQC workforce requirements.
- Experience leading or coordinating projects.
- Experience supporting student placements or training programmes.
- Experience working with KPIs or workforce dashboards.
- Full UK driving licence to enable travel across sites.
Personal Qualities
Essential
- Positive, approachable and supportive, with strong interpersonal skills.
- High levels of integrity, professionalism and discretion.
- Resilient, adaptable and willing to embrace change.
- Curious and committed to ongoing personal development.
- Able to build strong working relationships across teams.
- Enthusiastic about improving systems, processes and ways of working.
- Aligned with Compass House values and committed to contributing to our culture.
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.
