Care Coordinator Manager

NHS; Brixham; On-site; GBP 30,000 - 36,000; Full time

Job summary

A leading healthcare provider in Brixham is seeking a Care Coordinator Manager to join their leadership team. The role involves leading a team to enhance patient experiences and operational performance within a busy GP practice. The ideal candidate should possess strong leadership qualities, excellent communication skills, and a passion for patient care. This permanent, full-time position offers a competitive salary and opportunities for professional development.

Qualifications

• Demonstrable experience of leading and managing teams in a fast-paced environment.
• Experience in managing day-to-day operations in an administrative or customer-facing team.
• Strong written and verbal communication skills.

Responsibilities

• Lead and manage the Care Coordinator team.
• Monitor and improve team performance and patient experience.
• Manage day-to-day patient complaints effectively.

Skills

Compassionate leadership

Emotional intelligence

Problem-solving

Relationship building

Organizational skills

Tools

Microsoft Office

Job description

Job Summary

We are offering a rare opportunity to join an exceptional leadership team at Compass House Medical Centres in Brixham. We are a thriving, forward‑thinking practice rated CQC Outstanding and proudly accredited Investors in People Gold. We are committed to excellent patient care, compassionate leadership and continuous improvement.

We are now recruiting a Care Coordinator Manager to lead our experienced Care Coordination team and support the next phase of our service transformation. This strategic role sits at the heart of the practice and would suit someone who thrives in fast‑paced environments, enjoys motivating teams and is passionate about high standards of communication and service delivery. If you enjoy developing people, problem‑solving, shaping access and improving the way services operate, this could be the perfect next step in your leadership career.

About Us

Compass House Medical Centres is a busy, high‑performing GP practice in Brixham, known for its strong values and commitment to excellent patient care. We are rated CQC Outstanding and hold Investors in People Gold accreditation, reflecting our dedication to supporting and developing our exceptional staff team. Our culture is grounded in Caring, Teamwork, Collaboration, Excellence, Listening and Innovation. We are a friendly, forward‑thinking organisation with a compassionate leadership style, a focus on continuous improvement, and a commitment to providing a positive, supportive place to work. Joining us means becoming part of a team that values professionalism, wellbeing and shared success.

Details

• Date posted: 21 November 2025
• Salary: £30,000 to £36,000 a year
• Contract: Permanent
• Working pattern: Full‑time, Flexible working
• Reference number: A1523‑25‑0008
• Job location: Compass House Medical Centres, King Street, Brixham, Devon, TQ5 9TF

Job Description

The Care Coordinator Manager plays a central leadership role at Compass House, providing clear direction, motivation and support to our Care Coordinator team and contributing to the smooth, effective running of the practice. The post holder will lead an experienced, high‑performing administrative team, supported by a Deputy Manager, and will work closely with the Management Partner, Operations Manager and the leadership team and partners.

This is a strategic, people‑centred leadership role, focused on driving team performance, embedding continuous improvement, delivering excellent patient experience and supporting staff wellbeing.

The post holder will have an overview of the Care Coordination function at all times, ensuring workloads are proactively monitored, processes remain efficient and that we meet our commitment to delivering excellent patient care. They will also lead on the implementation and optimisation of new triage and workflow systems, while proactively anticipating potential issues, backlogs or barriers and proposing solutions to keep operations running smoothly.

The Care Coordinator Manager is a key member of the Compass House Leadership Team and will contribute to maintaining our Investors in People Gold culture, living our values of Caring, Teamwork, Collaboration, Excellence, Listening and Innovation.

• Leadership & People Management
• Provide day‑to‑day leadership, motivation and direction for the Care Coordinator team.
• Line manage the team, including recruitment, onboarding, training, 1:1s, wellbeing check‑ins, performance management and development planning.
• Lead, coach and develop the Deputy Manager(s) and Senior Care Coordinators.
• Ensure all staff understand practice objectives, their own goals and how their role contributes.
• Promote teamwork, psychological safety and collaboration.
• Lead regular Care Coordinator meetings with agendas, minutes and action logs.
• Maintain an up‑to‑date induction, training matrix and progression pathways.
• Hold a minimum of two short team huddles each week to review workloads, highlight pressures, communicate priorities and make real‑time adjustments where needed.
• Support staff wellbeing and energy management.
• Oversee fair workload allocation and manage concerns promptly.
• Oversee rotas, authorise annual leave and maintain safe staffing levels.
• Operational Performance & Process Improvement
• Maintain oversight of daily operations of the Care Coordinator team.
• Monitor workload levels across telephony, reception, administration and workflow, maintaining full visibility of activity in the administration office, front desk, call handling areas and across all sites.
• Oversee call‑handling and reception quality, ensuring staff communication with patients is compassionate, clear and aligned with Compass House values.
• Support digital access improvements by ensuring the team uses online appointment, prescription and communication systems effectively.
• Support digital inclusion by ensuring patients who require help registering for or using online services receive guidance from the team.
• Be mindful of access barriers and support equitable service delivery for patients with additional needs or vulnerabilities.
• Lead with the Operations Manager on implementing and optimising systems within the team.
• Use data to drive performance and set meaningful KPIs.
• Work closely with clinical and management teams to ensure optimal appointment utilisation, reducing avoidable gaps and maximising available capacity for patient care.
• Review, redesign and improve processes to enhance patient flow and access, proactively making recommendations for improvements where opportunities are identified.
• Ensure administrative tasks such as registrations, coding and document management are completed accurately and in line with best practice.
• Ensure SOPs and policies relating to the team are accurate, up‑to‑date and adhered to.
• Share learning and good practice from other GP practices and primary care sources.
• Contribute to practice‑wide projects and improvement plans.
• Patient Experience, Complaints & Communication
• Manage the majority of day‑to‑day and first‑line patient complaints, ensuring timely, compassionate and high‑quality responses in the Compass House tone of voice.
• Conduct initial investigations, liaising with clinicians and relevant staff to gather information and resolve concerns wherever possible at first contact.
• Escalate complex, HR‑related, legal or multi‑agency complaints to the Workforce Services Lead, providing handover information and supporting documentation.
• Identify themes from feedback and complaints, highlighting areas for improvement or training needs within the Care Coordination team.
• Ensure compliments are acknowledged, recorded and shared appropriately, including adding to staff files and communicating via the Comms Board.
• Handle patient feedback submitted via email, the website, NHS Choices, Healthwatch and the PPG, escalating where required.
• Support communication with patients regarding access, processes and service changes, drafting clear and patient‑centred messages.
• Quality, Governance, Compliance & Development
• Support CQC compliance and ensure standards are met across all front‑of‑house and Care Coordination processes.
• Strengthen readiness for inspection by ensuring processes meet the Responsive and Well‑Led domains.
• Conduct reminders and spot checks to ensure team‑wide adherence to information governance, confidentiality and data protection standards.
• Review and update SOPs regularly, ensuring they remain accurate and reflective of current practice.
• Contribute to audits, quality improvement cycles and evidence gathering.
• Lead on relevant elements of improvement plans relating to Care Coordination services.
• Maintain awareness of national initiatives, local guidance and best practice, sharing learning as appropriate.
• Oversee training and development requirements for the Care Coordination team, maintaining an up‑to‑date training matrix and skills mapping.
• Ensure new starters receive a thorough and supportive induction, with regular reviews.
• Ensure skills mapping and competency frameworks support cross‑cover, flexibility and team resilience.
• Support ongoing development and progression pathways within the team.
• Wider Practice Leadership
• Act as a key link between the Care Coordination team and all other teams, ensuring smooth communication and collaborative working.
• Support other teams with workload management and task turnaround times where needed.
• Brief the leadership team on themes, workflow observations and operational issues, proactively anticipating potential backlogs, pressure points or risks and proposing solutions before they escalate.
• Build strong, respectful working relationships across all teams.
• Attend weekly Leadership Team meetings and monthly Practice Meetings and take minutes and actions.
• Provide cross‑cover for the management team when required.
• Support the management partner with operational planning and patient access work.
• Contribute to Compass House culture initiatives and staff engagement.
• Model Compass House values consistently.
• Safeguarding Administrative Lead (or Oversight)
• Hold responsibility for the Safeguarding Administrative Lead function or oversee the delegation of this work to an appropriate team member.
• Ensure safeguarding policies and procedures are kept up to date and accessible.
• Ensure staff understand how to identify and add safeguarding flags or popups on patient records.
• Oversee the annual review of safeguarding lists, ensuring accurate updates and allocation of tasks to Care Coordinators where appropriate.
• Liaise with the Safeguarding Clinical Leads as required to support compliance and best practice.

Person Specification

Personal Qualities (Essential)

• Compassionate, people‑centred leadership aligned with Compass House values.
• High levels of emotional intelligence and the ability to lead with empathy.
• Demonstrates inclusive communication, ensuring all team members and patients feel heard, respected and supported.
• Proactive, solutions‑focused mindset with confidence to make recommendations.
• Ability to stay calm, organised and clear‑thinking under pressure.
• Strong relationship‑building skills with clinicians and non‑clinical staff at all levels.
• Commitment to creating a psychologically safe, inclusive and supportive team culture.
• Professional, discreet and able to handle sensitive information confidentially.
• Resilient, adaptable and comfortable with change.
• Curious, reflective and committed to ongoing personal development.
• Enthusiastic about innovation, quality improvement and best practice.
• Positive, approachable and able to bring a sense of humour and warmth to team culture.

Qualifications (Essential)

• Demonstrable experience of leading, motivating and managing people in a fast‑paced environment.
• Evidence of proactive leadership, anticipating issues and driving improvements.
• Experience of managing team performance including 1‑1s, appraisals, wellbeing check‑ins and performance management.
• Experience supporting staff development, coaching or competency‑building within a team.
• Strong experience of handling patient or customer complaints, including investigation and drafting responses.
• Experience in managing day‑to‑day operations in an administrative or customer‑facing team.
• Ability to use data to monitor performance, identify issues and inform decision‑making.
• Experience of managing complex workloads and maintaining oversight across multiple workstreams.
• Experience of leading meetings or team huddles.
• Strong written and verbal communication skills.
• IT literate, with confident use of Microsoft Office.
• Ability to learn new systems and processes quickly and support others to do the same.
• Experience of change management, service improvement or embedding new ways of working.
• Ability to work both autonomously and collaboratively as part of a wider leadership team.
• Strong organisational and time‑management skills, with the ability to prioritise effectively.
• Ability to remain calm, effective and solution‑focused under pressure.
• Ability to use sound judgement, initiative, resourcefulness and common sense when problem‑solving.
• Flexibility to respond to sudden demands or changes in workload.
• Ability to cope with stressful situations professionally and maintain a positive, steady presence.

Qualifications (Desirable)

• Degree‑level education (or equivalent experience).
• Experience in a GP practice, NHS or caring profession.
• Experience using EMIS or clinical systems.
• Experience designing or delivering training, inductions or development programmes.
• HR experience or relevant qualification.
• Experience working with KPIs or service‑improvement metrics.
• Evidence of recent continuous professional development.
• Leadership or management qualification.

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

Compass House Medical Centres
King Street
Brixham
Devon
TQ5 9TF

Website: https://www.compasshousemedical.com/