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Fuller and Forbes Partnership

Site Lead

The closing date is 06 March 2026

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Job summary

We are seeking an individual with proven experience in team management who can bring fresh ideas, embrace change, and effectively manage multiple priorities. The successful candidate will be confident in coordinating rotas, conducting one-to-one meetings, supporting return-to-work processes, and maintaining strong collaborative relationships across all five sites.

This role is responsible for ensuring the smooth and efficient functioning of the practice by leading the care navigation team, overseeing patient care coordination, and maintaining high standards of service delivery, quality, and safety. The Site Lead will act as a key link between practice staff and the Assistant Practice Manager, supporting clear communication, operational efficiency, and consistent day-to-day management of the site.

Main duties of the job

  • Daily Oversight: Oversee the smooth running of the care navigation team, ensuring efficient delivery of services and appropriate cover.
  • Staff Coordination: Manage care navigation staff at Mannamead (5 care navigators), including rota planning, task allocation, telephone system oversight, and monitoring team performance.
  • Premises Liaison: Act as the first point of contact for any building or facilities issues on site.
  • Service Flow: Ensure efficient patient service processes including appointments, check-ins etc. to enhance patient experience.
  • Complaint Handling: Manage informal patient complaints or concerns raised on site, resolving them promptly and empathetically, and escalating when necessary.
  • Safety and Standards: Support compliance with health and safety requirements by conducting regular site checks.
  • Team Communication: Serve as a key communication link between site-based teams and management.
  • Team Support: Foster a positive and collaborative working environment, offering daily leadership and support to care navigation colleagues.
  • Training & Mentorship: Identify training needs within the team and support mentoring and upskilling.

Hours/shift pattern:

  • Monday 08:00-18:00, Tuesday 08:00-18:00 Wednesday NWD, Thursday 08:00-18:00, Friday 08:0018:00.

About us

The Mayflower Medical Group has recently been acquired by the Fuller and Forbes Partnership who oversee GP Surgeries across the country. The Organisation has sites in Plymouth, Exeter, Barnstaple, Leeds, Burnley and Gateshead.

Details

Date posted

20 February 2026

Pay scheme

Other

Salary

Depending on experience £28,000

Contract

Permanent

Working pattern

Full-time

Reference number

A2381-26-02PLYM

Job locations

Mannamead Surgery

22 Eggbuckland Road

Plymouth

PL3 5HE


Job description

Job responsibilities

Role duties

Operational Management:

Daily Operations Oversight: Supervise the daily operations of care navigation team on your site, ensuring all activities run smoothly and efficiently.

Staff Management: Manage the care navigator staff, including scheduling, task assignment, telephone oversight, and performance monitoring to ensure high levels of productivity and quality patient care.

Facility Management: Act as first port of call for any maintenance and operation issued at the site and escalate to ensure they are safe and meet the needs of staff and patients.

Patient Care Coordination:

Service Coordination: Coordinate patient services, including appointment scheduling, patient registration, to optimise patient flow and satisfaction.

Complaint Resolution: Act as the first point of contact for patient complaints at the site, resolving issues effectively and improving service quality continuously.

Health and Safety Compliance: Ensure the site complies with health and safety standards, conducting regular checks and coordinating with healthcare professionals to maintain a safe environment.

Communication and Reporting:

Internal Communication: Facilitate effective communication within the site and with other parts of the organisation, ensuring that all staff are informed of operational policies and procedures.

Reporting: Compile reports on site activities, issues, and outcomes for the Assistant Practice Manager, providing insights and recommendations for improvements.

Leadership and Development:

Team Leadership: Provide leadership and direction to the site team, promoting an ethos of teamwork, cooperation, and continuous improvement.

Staff Development: Identify training needs and opportunities for staff development, organising sessions and mentoring staff to enhance their skills and capabilities.

Quality Assurance:

Service Quality Monitoring: Monitor the quality-of-service delivery, utilising patient feedback and other indicators to implement quality improvement initiatives.

Compliance Monitoring: Regularly review and ensure compliance with all organisational policies and procedures, as well as legal regulations.

Strategic Involvement:

Policy Implementation: Play a key role in the implementation of new policies and procedures at the site, ensuring alignment with overall practice goals.

Innovation and Improvement: Initiate and manage projects that improve operational efficiency, patient care, and staff satisfaction at the site.

Miscellaneous

eConsultations: Process eConsultations received if required.

Any other administrative work as required.

Miscellaneous:

The Practice recognises that the role above is wide and varied is evolving in nature. Therefore, this job description is not intended to be exhaustive and there will be other tasks and duties that the post holder will be expected to perform within what is ordinarily expected of this role.

Job description

Job responsibilities

Role duties

Operational Management:

Daily Operations Oversight: Supervise the daily operations of care navigation team on your site, ensuring all activities run smoothly and efficiently.

Staff Management: Manage the care navigator staff, including scheduling, task assignment, telephone oversight, and performance monitoring to ensure high levels of productivity and quality patient care.

Facility Management: Act as first port of call for any maintenance and operation issued at the site and escalate to ensure they are safe and meet the needs of staff and patients.

Patient Care Coordination:

Service Coordination: Coordinate patient services, including appointment scheduling, patient registration, to optimise patient flow and satisfaction.

Complaint Resolution: Act as the first point of contact for patient complaints at the site, resolving issues effectively and improving service quality continuously.

Health and Safety Compliance: Ensure the site complies with health and safety standards, conducting regular checks and coordinating with healthcare professionals to maintain a safe environment.

Communication and Reporting:

Internal Communication: Facilitate effective communication within the site and with other parts of the organisation, ensuring that all staff are informed of operational policies and procedures.

Reporting: Compile reports on site activities, issues, and outcomes for the Assistant Practice Manager, providing insights and recommendations for improvements.

Leadership and Development:

Team Leadership: Provide leadership and direction to the site team, promoting an ethos of teamwork, cooperation, and continuous improvement.

Staff Development: Identify training needs and opportunities for staff development, organising sessions and mentoring staff to enhance their skills and capabilities.

Quality Assurance:

Service Quality Monitoring: Monitor the quality-of-service delivery, utilising patient feedback and other indicators to implement quality improvement initiatives.

Compliance Monitoring: Regularly review and ensure compliance with all organisational policies and procedures, as well as legal regulations.

Strategic Involvement:

Policy Implementation: Play a key role in the implementation of new policies and procedures at the site, ensuring alignment with overall practice goals.

Innovation and Improvement: Initiate and manage projects that improve operational efficiency, patient care, and staff satisfaction at the site.

Miscellaneous

eConsultations: Process eConsultations received if required.

Any other administrative work as required.

Miscellaneous:

The Practice recognises that the role above is wide and varied is evolving in nature. Therefore, this job description is not intended to be exhaustive and there will be other tasks and duties that the post holder will be expected to perform within what is ordinarily expected of this role.

Person Specification

Qualifications

Essential

  • Educational Background:
  • Core GCSEs
  • Management, leadership or related qualification or equivalent experience.

Experience

Essential

  • Proven experience in healthcare management
  • Extensive knowledge of healthcare operations
  • Management Skills
  • Strong leadership and team management skills
  • Experience in conflict resolution
  • Operational Competence
  • Proficiency in managing medical facilities
  • Ability to implement efficient processes and procedures to improve service delivery
  • Communication Skills
  • Excellent verbal and written communication abilities
  • Strong interpersonal skills
  • In-depth understanding of health and safety regulations
  • Familiarity with healthcare accreditation processes and quality assurance practices

Desirable

  • Strategic Thinking:
  • Ability to develop strategic plans that align with the practices overall goals
  • Skills in analysing operational data to identify trends
  • Adaptability and Innovation
  • Flexible and adaptive to changing healthcare environments
  • Willingness to adopt new technologies and methodologies
  • Quality Improvement
  • Proven track record in initiating and leading quality improvement initiatives
  • Competence in using quality assurance tools and methodologies
  • Professional Development
  • Commitment to continuous professional and personal development
  • Ability to mentor and develop staff
Person Specification

Qualifications

Essential

  • Educational Background:
  • Core GCSEs
  • Management, leadership or related qualification or equivalent experience.

Experience

Essential

  • Proven experience in healthcare management
  • Extensive knowledge of healthcare operations
  • Management Skills
  • Strong leadership and team management skills
  • Experience in conflict resolution
  • Operational Competence
  • Proficiency in managing medical facilities
  • Ability to implement efficient processes and procedures to improve service delivery
  • Communication Skills
  • Excellent verbal and written communication abilities
  • Strong interpersonal skills
  • In-depth understanding of health and safety regulations
  • Familiarity with healthcare accreditation processes and quality assurance practices

Desirable

  • Strategic Thinking:
  • Ability to develop strategic plans that align with the practices overall goals
  • Skills in analysing operational data to identify trends
  • Adaptability and Innovation
  • Flexible and adaptive to changing healthcare environments
  • Willingness to adopt new technologies and methodologies
  • Quality Improvement
  • Proven track record in initiating and leading quality improvement initiatives
  • Competence in using quality assurance tools and methodologies
  • Professional Development
  • Commitment to continuous professional and personal development
  • Ability to mentor and develop staff

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

Fuller and Forbes Partnership

Address

Mannamead Surgery

22 Eggbuckland Road

Plymouth

PL3 5HE


Employer's website

http://bramleyonline.co.uk/ (Opens in a new tab)

Employer details

Employer name

Fuller and Forbes Partnership

Address

Mannamead Surgery

22 Eggbuckland Road

Plymouth

PL3 5HE


Employer's website

http://bramleyonline.co.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Assistant Practice Manager

Kirsty Gavin

kirsty.gavin@nhs.net

01752982204

Details

Date posted

20 February 2026

Pay scheme

Other

Salary

Depending on experience £28,000

Contract

Permanent

Working pattern

Full-time

Reference number

A2381-26-02PLYM

Job locations

Mannamead Surgery

22 Eggbuckland Road

Plymouth

PL3 5HE


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