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

NHS; Wales; On-site; GBP 35,000 - 45,000; Full time

Job summary

The NHS is looking for a Deputy Practice Manager for the Amman Tawe Partnership, responsible for leading HR functions, managing service improvements, and overseeing strategic projects. This role supports a diverse and growing multidisciplinary team, ensuring effective operational management and compliance with NHS standards.

Qualifications

• Significant HR experience, including handling complex employee relations.
• Proven ability to manage projects and implement change.
• Experience in GP or primary care setting.

Responsibilities

• Lead HR functions including recruitment, onboarding, and employee relations.
• Manage practice-wide projects including QI initiatives and digital transformation.
• Provide daily operational support to the Practice Manager.

Skills

Human Resources Management

Project Management

Interpersonal Skills

Communication Skills

Leadership Skills

Education

CIPD qualification or equivalent HR certification

A-levels or equivalent

7 GCSE's C grade and above

Tools

Microsoft Software

Job description

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

To support the Practice Manager in the day-to-day operational management of the GP practice, with a key focus on leading Human Resources (HR) functions, overseeing the complaints process, and managing service improvement and strategic projects. The Deputy Manager will act as a key point of contact for staff matters and deputise for the Practice Manager as required.

Overview

We are seeking an experienced, proactive, and highly personable Deputy Practice Manager to support the effective day-to-day running of the Amman Tawe Partnership, with specific responsibility for HR leadership and project management across key strategic initiatives.

This role has been created to address our growing multidisciplinary team, now exceeding 60 members, and to provide critical management support in key areas including QI projects, Access Standards, Cluster initiatives, and internal HR systems such as staff appraisals and performance management.

Main duties of the job

The Deputy Manager plays a key leadership role in the day-to-day and strategic operations of the practice, working closely with the Practice Manager and senior team.

This role leads on all aspects of human resources management, including recruitment, induction, employee relations, staff welfare, policy development, appraisals, and workforce planning. The postholder will drive staff development, foster a positive working environment, and ensure consistent, compliant HR practices.

Additionally, the Deputy Manager will lead and deliver service improvement projects across the practice, including quality improvement initiatives, digital transformation, and performance monitoring linked to QAIF and Access Standards.

They will support internal and external collaboration on innovation and strategic planning. A key part of the role also includes oversight of complaints and incident management, ensuring timely, professional handling in line with NHS Wales procedures and that learning is shared across the team.

Operationally, the Deputy Manager provides daily support to the Practice Manager and will deputise during periods of absence, ensuring continuity of leadership.

The role requires a strong commitment to confidentiality, health and safety, equality, and quality standards, along with excellent communication skills and a proactive, supportive approach to team and service development.

About us

At Amman Tawe Partnership, we are dedicated to providing high-quality, accessible, and multidisciplinary healthcare. Serving the communities across the Amman, Swansea, and Crosshands/Tumble Valleys, our seven-site practice is committed to keeping healthcare close to home for our patients.

Our diverse team includes GPs, Advanced Practitioners, Minor Ailments Nurses, Pharmacists, and Physician Associates, all working collaboratively to deliver comprehensive care. We take pride in our friendly, supportive environment, where excellent teamwork and strong staff support are at the heart of everything we do.

We are proud to offer a strong and supportive management structure, led by a dedicated Managing Partner and a dynamic team that includes two Deputy Managers (with this exciting vacancy being one of them), an experienced Operational Administrator, and a team of skilled Senior Clerical Staff. Together, they oversee and empower our reception and administrative teams, fostering a collaborative and well-organised working environment where every team member can thrive.

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

• 7 GCSE's C grade and above
• A-levels or equivalent
• CIPD qualification or equivalent HR certification

Experience

• Significant HR experience, including handling complex employee relations
• 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
• 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.