Operational Support Assistant

NHS; Brighton; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

Join a leading Federation as an Operational Support Assistant, providing essential administrative support across multiple services in Brighton and Hove. Collaborate with local GP practices and engage with patients while ensuring compliance and operational efficiency. This hybrid role offers a dynamic environment and the opportunity to develop new services within the NHS framework.

Qualifications

• GCSE grade A to C in English and Maths required.
• Business administration experience is necessary.
• Evidence of continuing professional development expected.

Responsibilities

• Organise staffing rotas and manage staff enquiries.
• Administer recruitment and ensure training compliance.
• Engage with local practices and manage communications.

Skills

Communication

Time Management

IT Skills

Organizing

Education

GCSE grade A to C in English and Maths

Business Administration Experience

Educated to Degree Level

Job description

Job Summary

This is an exciting opportunity for an Operational Support Assistant to join our growing team. We are an established and growing Federation providing support to local GP practices across Brighton and Hove. This role will be interesting and varied, working across multiple services and projects. You will have the opportunity to help shape our organisation as we expand and develop new services.

Main duties of the job

The Operational Support Assistant will work as part of a team to deliver administrative support to B&HFs services. This will include, supporting the day-to-day delivery of EA and other services, supporting the recruitment and onboarding of new staff to our workforce platform: Luna, assisting with governance and quality assurance, as well as face-to-face reception cover at B&HF sites across Brighton & Hove.

The success of B&HF relies on good communication with our partners and patients. This will require engaging and working with local practices, PCNs and patients to ensure that our services meet their needs.

This is a hybrid role that requires some office days, home-working and working from locations across Brighton and Hove. This role also requires some evening work on a rota basis with the rest of the team. This is usually 1 week of evenings per month. This role will also include occasional weekend working when required to cover the EA service.

About Us

Brighton and Hove Federation (B&HF) is a member organisation, made up of 6 Primary Care Networks (PCNs) containing 31 GP Practices. We are a company limited by shares, with each of our member Practices as shareholders. This means that we do everything with our Practices and their patients in mind. We work collaboratively to provide high quality clinical and support services to NHS Primary Care, as well as talking to patients, listening to feedback, and being willing to adapt to constantly improve our service.

Our Purpose

To help our member GP practices support people to live well at every stage of their life.

Details

Date posted

30 May 2025

Pay scheme

Other

Salary

£25,147 to £27,783 a year based on experience

Contract

Permanent

Working pattern

Full-time

Reference number

B0582-25-0001

Job locations

Unit 4, The Knoll Business Centre

325-327 Old Shoreham Road

Brighton

East Sussex

BN3 7GS

Job Description

Job responsibilities

Rota Support

Organising the staffing rotas ensuring there are adequate staffing levels as per operational guidelines

Managing staff enquiries regarding shifts

Sending regular reminders to all staff of the shifts and other routine tasks to mitigate last minutes cancellations

Ensure any issues with staffing the rota are escalated to the Operational Support Lead

Staff Onboarding, Training and Compliance

Responsibility for the administration of the recruitment and selection of appropriate staff to services, ensuring that contracts of employment are provided to all staff

Work to ensure appropriate indemnity for clinicians who work within B&HF's services

Maintain an effective induction and training programme for all staff added to the rota and checking IT system logins

Ensure that all relevant employment legislation is followed and maintain an awareness of changes in employment legislation

Ensure that staff adhere to the relevant policies, procedures, and protocols.

Arranging the training and site inductions for all new B&HF service staff

Support the Operational Support Lead to ensure all new staff added to the rota are compliant to statutory requirements and that the service holds the necessary documentation as per set guidelines

Maintain the workforce platform, Luna, with details and paperwork for all staff and escalate any issues with staff compliance to the Operational Support Lead

Arrange new staff access to B&HF clinical systems

Operational Support

Support for ensuring the B&HF services have access to all facilities, equipment, consumables, and dressings or vaccines to ensure smooth running of the service

Support with the security of the facilities during operational hours of EA and other B&HF services

Work with the host Practice Manager, Operational Support Lead and Operational Services Lead to raise any issues relating to facilities, equipment and consumables in a timely manner

Support with the day to day running of B&HF services, ensuring that all staff understand how to access timely support and advice and resolve issues quickly

Undertake crosschecks across the B&HF services to ensure patient safety and service quality is being maintained as per the relevant service protocols

Support the Operational Support Lead to ensure staff working environments and clinical practice space is appropriate and meets the needs of the service by ensure that the area managers regularly undertake premises site assurance

To follow team Standard Operating Procedures and organisational policies and procedures

Communication and Engagement

Monitoring the email inboxes and website contacts & follow up any issues raised by patients or staff issues highlighting any concerns

Support the services Complaints procedure

Manage communications across the extended team ensuring everyone is kept abreast of developments and changes

Maintain productive relationships encouraging the giving and receiving of regular feedback to create and maintain a culture of constantly seeking to refine and improve the service

Engage with patients, internal and external stakeholders

Engage with service users to understand peoples experience and to measure levels of satisfaction with services.

Work collaboratively to help develop and promote a positive working culture, encouraging staff participation and involvement in developing, improving and promoting the service

Project Support

Co-ordinate attend and, or facilitate meetings, and transcribe any minutes and notes as required

Other project related assistance as required by the Operational Services Lead and Business Development Lead

Governance

Be responsible for liaising with relevant managers and coordinating incident, complaint and compliment logging, investigation and reporting, ensuring that the appropriate actions are taken, and learning shared within the service and across partner organisations where appropriate

Be responsible for the initial investigation of incidents and complaints, and escalating to the Operational Support Lead where appropriate

Support the leadership team to maintain, develop and implement systems and processes for the Governance of the service

Support the leadership team to ensure that clinical and organisational policies and procedures are developed and implemented in relation to: clinical risk management, clinical incidents, complaints and compliments, consent, information governance, workforce competencies

Responsible for updating the Service Risks and Issues Register

Reception Practice Support

Cover the reception desk when required during EA, PLT or other service times and present a professional and courteous image to all service users, visitors and staff

Welcome visitors and provide all possible assistance, including arrangements for access requirements, ensuring that the appropriate staff member is informed of their arrival

Communicate courteously and politely when dealing with enquiries

Use of clinical and other digital systems to support service provision in accordance with agreed standard processes and procedures, and within agreed time frames.

Ensuring the accuracy and quality of data recorded

To be able to be flexible with working hours including weekends and evenings

Personal Performance Management

Undertake any other duties required, as appropriate to the role

Responsibility for maintaining a record of own personal and/or professional development

Responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality

Alert line manager to any issues compromising quality of projects and operational work streams

Effectively manage own time, workload and resources

Work with GP practices and other providers to work within risk management and health and safety policies and procedures

Adhere to robust process for recording incidents, complaints, accidents and significant events

To provide administrative support to assist with the development and management of any changes or new processes and systems that need implementing

To carry out any other appropriate duties as determined by the Operational Services Lead and Business Development Lead

Maintain the service Operational Policy, EA SOPs, Service inductions and shared drive and make suggestions where required in line with service developments

Job Description

Job responsibilities

Rota Support

Organising the staffing rotas ensuring there are adequate staffing levels as per operational guidelines

Managing staff enquiries regarding shifts

Sending regular reminders to all staff of the shifts and other routine tasks to mitigate last minutes cancellations

Ensure any issues with staffing the rota are escalated to the Operational Support Lead

Staff Onboarding, Training and Compliance

Responsibility for the administration of the recruitment and selection of appropriate staff to services, ensuring that contracts of employment are provided to all staff

Work to ensure appropriate indemnity for clinicians who work within B&HF's services

Maintain an effective induction and training programme for all staff added to the rota and checking IT system logins

Ensure that all relevant employment legislation is followed and maintain an awareness of changes in employment legislation

Ensure that staff adhere to the relevant policies, procedures, and protocols.

Arranging the training and site inductions for all new B&HF service staff

Support the Operational Support Lead to ensure all new staff added to the rota are compliant to statutory requirements and that the service holds the necessary documentation as per set guidelines

Maintain the workforce platform, Luna, with details and paperwork for all staff and escalate any issues with staff compliance to the Operational Support Lead

Arrange new staff access to B&HF clinical systems

Operational Support

Support for ensuring the B&HF services have access to all facilities, equipment, consumables, and dressings or vaccines to ensure smooth running of the service

Support with the security of the facilities during operational hours of EA and other B&HF services

Work with the host Practice Manager, Operational Support Lead and Operational Services Lead to raise any issues relating to facilities, equipment and consumables in a timely manner

Support with the day to day running of B&HF services, ensuring that all staff understand how to access timely support and advice and resolve issues quickly

Undertake crosschecks across the B&HF services to ensure patient safety and service quality is being maintained as per the relevant service protocols

Support the Operational Support Lead to ensure staff working environments and clinical practice space is appropriate and meets the needs of the service by ensure that the area managers regularly undertake premises site assurance

To follow team Standard Operating Procedures and organisational policies and procedures

Communication and Engagement

Monitoring the email inboxes and website contacts & follow up any issues raised by patients or staff issues highlighting any concerns

Support the services Complaints procedure

Manage communications across the extended team ensuring everyone is kept abreast of developments and changes

Maintain productive relationships encouraging the giving and receiving of regular feedback to create and maintain a culture of constantly seeking to refine and improve the service

Engage with patients, internal and external stakeholders

Engage with service users to understand peoples experience and to measure levels of satisfaction with services.

Work collaboratively to help develop and promote a positive working culture, encouraging staff participation and involvement in developing, improving and promoting the service

Project Support

Co-ordinate attend and, or facilitate meetings, and transcribe any minutes and notes as required

Other project related assistance as required by the Operational Services Lead and Business Development Lead

Governance

Be responsible for liaising with relevant managers and coordinating incident, complaint and compliment logging, investigation and reporting, ensuring that the appropriate actions are taken, and learning shared within the service and across partner organisations where appropriate

Be responsible for the initial investigation of incidents and complaints, and escalating to the Operational Support Lead where appropriate

Support the leadership team to maintain, develop and implement systems and processes for the Governance of the service

Support the leadership team to ensure that clinical and organisational policies and procedures are developed and implemented in relation to: clinical risk management, clinical incidents, complaints and compliments, consent, information governance, workforce competencies

Responsible for updating the Service Risks and Issues Register

Reception Practice Support

Cover the reception desk when required during EA, PLT or other service times and present a professional and courteous image to all service users, visitors and staff

Welcome visitors and provide all possible assistance, including arrangements for access requirements, ensuring that the appropriate staff member is informed of their arrival

Communicate courteously and politely when dealing with enquiries

Use of clinical and other digital systems to support service provision in accordance with agreed standard processes and procedures, and within agreed time frames.

Ensuring the accuracy and quality of data recorded

To be able to be flexible with working hours including weekends and evenings

Personal Performance Management

Undertake any other duties required, as appropriate to the role

Responsibility for maintaining a record of own personal and/or professional development

Responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality

Alert line manager to any issues compromising quality of projects and operational work streams

Effectively manage own time, workload and resources

Work with GP practices and other providers to work within risk management and health and safety policies and procedures

Adhere to robust process for recording incidents, complaints, accidents and significant events

To provide administrative support to assist with the development and management of any changes or new processes and systems that need implementing

To carry out any other appropriate duties as determined by the Operational Services Lead and Business Development Lead

Maintain the service Operational Policy, EA SOPs, Service inductions and shared drive and make suggestions where required in line with service developments

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths
• Business administration experience
• Evidence of continuing professional development
  
  

Desirable

• Educated to degree level
• Knowledge of Clinical Systems (SystmOne/EMIS)
  
  

Knowledge and Skills

Essential

• Excellent communication skills (written and oral)
• Proven IT skills (Microsoft Office/Email)
• Ability to prioritise and work to tight deadlines in a fast-paced environment
• Effective time management (planning & organising)
• Ability to network and build relationships
  
  

Experience

Essential

• Experience of working independently and within a team
  
  

Desirable

• Experience of working in a healthcare setting
• NHS / primary care general practice experience
  
  

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Excellent interpersonal skills
• Motivated and proactive
• Ability to use initiative and judgement
• Forward thinker with a solutions-focused approach
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
  
  

Person Specification

Essential

• Polite and confident
• Flexible and cooperative
• Excellent interpersonal skills
• Motivated and proactive
• Ability to use initiative and judgement
• Forward thinker with a solutions-focused approach
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
  
  

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

Brighton and Hove Federation

Address

Unit 4, The Knoll Business Centre

325-327 Old Shoreham Road

Brighton

East Sussex

BN3 7GS

Employer's website

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

Employer details

Employer name

Brighton and Hove Federation

Address

Unit 4, The Knoll Business Centre

325-327 Old Shoreham Road

Brighton

East Sussex

BN3 7GS

Employer's website

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