Deputy Practice Manager - Amman Tawe Partnership (Gwaun Cae Gurwen)

Job description

Job responsibilities

Key Responsibilities

1. Human Resources Management

Act as the lead HR officer within the practice, advising managers on employment law, regulations, policies, and staff matters, staff welfare issues in line with current legislation and best practice.

Lead and manage all HR functions within the practice, working closely with the Practice Manager.

Oversee all aspects of HR administration including recruitment, onboarding, contracts, induction, training records, absence management and retention strategies.

Conduct, manage and maintain a robust staff appraisal and quarterly review process.

Handle employee relations, grievance processes, investigations and disciplinary procedures with fairness and consistency.

Lead on workforce planning and support a positive and compliant staff culture.

Develop and implement HR strategies, aligning with the companys business objectives.

Supporting organisational development initiatives and strategic planning.

Support staff development, training plans, training programs and workforce planning initiatives.

Fostering a positive work environment and promoting employee engagement.

Maintain and develop HR policies and ensure their consistent application across the practice.

2. Project Management & Service Improvement

Lead and manage practice-wide projects including QI initiatives, digital transformation, and service redesign.

Produce clear project plans, timelines, and deliverables; track progress and report outcomes.

Identify areas for innovation and contribute to strategic planning alongside the Practice Manager and Partners.

Manage, monitor and coordinate practice compliance with all aspects of QAIF.

Ensure compliance with Access Standards and lead on performance tracking, audit cycles, and improvement plans.

Manage the practices involvement in Cluster projects, attending relevant meetings and ensuring action plans are implemented.

Support data collection, reporting, and evaluation across all project streams.

Work collaboratively with internal teams and external stakeholders to drive forward innovation and service development.

3. Complaints Management

Support the Patient Liaison officer on the management of all patient complaints, ensuring timely, professional responses that comply with NHS Wales complaints procedures (Putting Things Right).

Support, when needed, in the coordination of complaint investigations with relevant clinical and non-clinical staff.

Ensure learning from complaints is communicated to staff and patients, recorded and implemented in practice systems.

Maintain and monitor a complaint log, identifying trends and providing regular reports to the Practice Manager and Partners.

Manage, investigate and complete all Datix and Significant events, in line with Duty of Candour.

4. Operational Support

Provide daily support to the Practice Manager across all operational domains.

Support the Practice Manager in meeting contractual and regulatory requirements.

Assist with data collection, audits, and compliance checks related to HR, patient safety, and governance.

Provide cover for the Practice Manager during periods of absence, including attendance at meetings and oversight of practice operations.

Promote a culture of openness, accountability, and high performance.

Act as a key point of contact for staff issues, offering accessible and reliable support.

Contribute to the ongoing development and implementation of practice policies and protocols.

Confidentiality

Maintain strict confidentiality at all times in accordance with data protection legislation, practice policies, and NHS confidentiality codes. Information related to patients, staff, and the organisation must only be shared with authorised individuals.

Health & Safety

Adhere to all practice health and safety protocols, including the identification, management, and reporting of hazards and risks. Ensure compliance with infection control standards, sharps safety, cleanliness, and waste management procedures. Promote a safe and hygienic working environment and escalate issues appropriately.

Equality & Diversity

Promote equality, diversity, and inclusion by respecting individual rights, dignity, and beliefs. Challenge discriminatory behaviour, support individuals in exercising their rights, and contribute to a welcoming, respectful culture.

Quality

Contribute to continuous improvement by identifying risks, assessing performance, supporting team development, and working collaboratively across agencies. Manage personal workload and maintain accountability.

Communication

Communicate clearly and respectfully with colleagues, patients, and carers. Recognise and respond to individual communication needs and provide information accessibly. Support awareness of patient advocacy services where appropriate.

Service Implementation

Apply organisational policies and procedures in daily practice, contribute to team discussions on service delivery, and participate in audits and quality improvement initiatives.

Additional Information

The role may require occasional travel to local meetings or training.

Flexibility is expected within the role.

Person Specification

Qualifications

Essential

• 7 GCSE's C grade and above
• A-levels or equivalent

Desirable

• CIPD qualification or equivalent HR certification
• Project management qualification (e.g Prince2).

Experience

Essential

• Proven HR management experience
• Significant HR experience, including handling complex employee relations
• Project management experience
• Proven ability to manage projects and implement change
• Strong interpersonal and leadership skills
• Calm, professional, and assertive in challenging situations
• Strong organisational skills and the ability to manage competing priorities.
• High degree of discretion and professionalism, especially when handling sensitive information.
• Excellent interpersonal skills, with a collaborative and approachable leadership style.
• Discretion with sensitive information
• Confident and proficient with all Microsoft software

Desirable

• Experience in GP or primary care setting
• Understanding of the GMS contract, QI, QAIF and NHS initiatives
• Experience managing complaints
• Proficient in relevant IT systems
• Knowledge of Welsh NHS clinical systems
• Knowledge of NHS Wales complaints procedures

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

GP Practice in Wales

Address

Amman Tawe Partnership

Graig Road Surgery

Gwaun Cae Gurwen

SA18 1EG

Employer's website

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