Job summary
The Office Manager provides operational leadership to the Administration Team, ensuring the delivery of a high-quality, efficient and responsive administrative service that underpins the effective running of the Practice. The post holder is accountable for team performance, workforce coordination, governance compliance and continuous improvement.
Acting as the link between the Administration Team and senior management, the Office Manager drives service standards, supports staff development, and contributes to strategic planning to ensure the department operates sustainably, safely and in alignment with organisational objectives.
Main duties of the job
The Office Manager is responsible for the day-to-day leadership and operational management of the Administration Team. This includes overseeing workload distribution, ensuring delivery against agreed performance standards and KPIs, managing rotas and leave, and maintaining compliance with Practice policies and mandatory requirements.
The role involves conducting regular 1:1 meetings and appraisals, identifying training needs, supporting staff development, and addressing performance or conduct issues appropriately.
The post holder will lead team meetings, represent the department within senior management forums, contribute to workforce planning and service development, and use data to drive quality improvement. They will also oversee complaint investigations relating to the department, manage operational risks, and ensure administrative systems and processes remain effective, efficient and aligned with organisational objectives.
About us
Hall Green Health is a large, well-established NHS general practice based in Birmingham, serving a diverse and sizeable patient population since its formation in 2003 from a merger of multiple local surgeries. The practice offers a wide range of primary care services including GP consultations, chronic disease management, preventive health checks, vaccinations and various clinics, supported by an integrated clinical and non-clinical workforce.
As an employer, Hall Green Health is committed to modernising how care is delivered it has invested in digital systems (e.g., telephony and online services) to improve patient access and reduce administrative burden. The organisation employs a substantial team of clinical and administrative staff, with structured roles spanning clinicians, reception, medical secretaries and support staff, all working collaboratively within a high-pressure, patient-facing environment.
Job description
Job responsibilities
Key Responsibilities
Leadership & People Management
- Provide effective day-to-day leadership and management of the Administration Team.
- Set clear performance expectations and ensure delivery against agreed KPIs and service standards.
- Develop and implement recovery plans where performance falls below expected levels.
- Conduct regular 1:1 meetings, probation reviews and annual appraisals.
- Identify training and development needs, creating and overseeing structured development plans.
- Lead regular Admin Team meetings to support staff, encourage open dialogue, address concerns and drive engagement.
- Represent the Administration Team at the Admin Working Group with Senior Management, contributing to long-term planning, workforce modelling and service improvement initiatives.
- Manage employee relations matters in line with Practice policies, escalating appropriately where required.
- Coordinate onboarding and structured induction of new staff members.
Operational Management
- Ensure all administrative processes are delivered in accordance with Practice protocols, SOPs and regulatory requirements.
- Oversee rota planning to ensure safe staffing levels and business continuity.
- Manage and coordinate all forms of leave across the department, ensuring service stability.
- Contribute to recruitment activity, including shortlisting, interviewing and appointment processes.
- Ensure mandatory training compliance across the team.
- Oversee DBS compliance and associated risk assessments.
- Complete and monitor health and safety requirements relevant to the department.
- Participate in the on-call management rota as required within working hours.
Quality, Governance & Risk
- Take accountability for the quality and accuracy of work produced within the department.
- Foster a culture of continuous improvement, professionalism and accountability.
- Lead departmental audits and service reviews to identify improvement opportunities.
- Use data and performance metrics to inform operational decisions and drive improvement.
- Investigate complaints relating to the Administration Team, ensuring timely responses, clear learning outcomes and service changes where required.
- Identify operational risks and escalate appropriately to senior management.
IT & Systems Oversight
- Maintain a strong working knowledge of all departmental and Practice systems.
- Support implementation of new systems or digital improvements within the department.
Job description
Job responsibilities
Key Responsibilities
Leadership & People Management
- Provide effective day-to-day leadership and management of the Administration Team.
- Set clear performance expectations and ensure delivery against agreed KPIs and service standards.
- Develop and implement recovery plans where performance falls below expected levels.
- Conduct regular 1:1 meetings, probation reviews and annual appraisals.
- Identify training and development needs, creating and overseeing structured development plans.
- Lead regular Admin Team meetings to support staff, encourage open dialogue, address concerns and drive engagement.
- Represent the Administration Team at the Admin Working Group with Senior Management, contributing to long-term planning, workforce modelling and service improvement initiatives.
- Manage employee relations matters in line with Practice policies, escalating appropriately where required.
- Coordinate onboarding and structured induction of new staff members.
Operational Management
- Ensure all administrative processes are delivered in accordance with Practice protocols, SOPs and regulatory requirements.
- Oversee rota planning to ensure safe staffing levels and business continuity.
- Manage and coordinate all forms of leave across the department, ensuring service stability.
- Contribute to recruitment activity, including shortlisting, interviewing and appointment processes.
- Ensure mandatory training compliance across the team.
- Oversee DBS compliance and associated risk assessments.
- Complete and monitor health and safety requirements relevant to the department.
- Participate in the on-call management rota as required within working hours.
Quality, Governance & Risk
- Take accountability for the quality and accuracy of work produced within the department.
- Foster a culture of continuous improvement, professionalism and accountability.
- Lead departmental audits and service reviews to identify improvement opportunities.
- Use data and performance metrics to inform operational decisions and drive improvement.
- Investigate complaints relating to the Administration Team, ensuring timely responses, clear learning outcomes and service changes where required.
- Identify operational risks and escalate appropriately to senior management.
IT & Systems Oversight
- Maintain a strong working knowledge of all departmental and Practice systems.
- Support implementation of new systems or digital improvements within the department.
Person Specification
Personal Qualities & Attributes
Essential
- Demonstrates integrity, accountability and professionalism.
- Positive, supportive leadership style.
- Resilient and able to work effectively under pressure.
- Highly organised with strong attention to detail.
- Able to use initiative and make sound decisions.
- Committed to equality, diversity and inclusion.
- Empathetic and supportive in managing staff wellbeing.
- Flexible and responsive to changing service needs.
Knowledge and Skills
Essential
- Strong leadership and people management skills.
- Ability to build effective working relationships across all levels.
- Ability to manage difficult or sensitive situations confidently and professionally.
- Excellent verbal and written communication skills.
- Strong report writing and presentation skills.
- Ability to analyse data and use metrics to drive decision-making.
- Ability to identify risk and develop practical solutions.
- Strong organisational skills and ability to prioritise competing demands.
- Understanding of confidentiality and data protection principles.
- Understanding of primary care operational and contractual landscape.
Desirable
- Knowledge of income streams and funding mechanisms within primary care.
Qualifications
Essential
- Good standard of general education including English and Mathematics.
- Relevant management qualification or equivalent demonstrable experience.
- Evidence of continuous professional development.
Desirable
- Qualification in management, healthcare administration, business or related subject.
- Health & Safety or HR related training.
Experience
Essential
- Experience of line management and leading a team.
- Experience managing performance against KPIs and service standards.
- Experience handling employee relations matters.
- Experience of rota planning and workforce coordination.
- Experience working within a healthcare or primary care setting.
- Experience developing or implementing SOPs and administrative processes.
- Experience leading quality improvement initiatives.
- Experience supporting recruitment and onboarding processes.
Desirable
- Experience using clinical systems (e.g. EMIS).
- Experience contributing to workforce planning or service redesign.
Person Specification
Personal Qualities & Attributes
Essential
- Demonstrates integrity, accountability and professionalism.
- Positive, supportive leadership style.
- Resilient and able to work effectively under pressure.
- Highly organised with strong attention to detail.
- Able to use initiative and make sound decisions.
- Committed to equality, diversity and inclusion.
- Empathetic and supportive in managing staff wellbeing.
- Flexible and responsive to changing service needs.
Knowledge and Skills
Essential
- Strong leadership and people management skills.
- Ability to build effective working relationships across all levels.
- Ability to manage difficult or sensitive situations confidently and professionally.
- Excellent verbal and written communication skills.
- Strong report writing and presentation skills.
- Ability to analyse data and use metrics to drive decision-making.
- Ability to identify risk and develop practical solutions.
- Strong organisational skills and ability to prioritise competing demands.
- Understanding of confidentiality and data protection principles.
- Understanding of primary care operational and contractual landscape.
Desirable
- Knowledge of income streams and funding mechanisms within primary care.
Qualifications
Essential
- Good standard of general education including English and Mathematics.
- Relevant management qualification or equivalent demonstrable experience.
- Evidence of continuous professional development.
Desirable
- Qualification in management, healthcare administration, business or related subject.
- Health & Safety or HR related training.
Experience
Essential
- Experience of line management and leading a team.
- Experience managing performance against KPIs and service standards.
- Experience handling employee relations matters.
- Experience of rota planning and workforce coordination.
- Experience working within a healthcare or primary care setting.
- Experience developing or implementing SOPs and administrative processes.
- Experience leading quality improvement initiatives.
- Experience supporting recruitment and onboarding processes.
Desirable
- Experience using clinical systems (e.g. EMIS).
- Experience contributing to workforce planning or service redesign.