Operations Lead

Practice Plus Group; London Borough of Wandsworth; On-site; GBP 65,000 - 90,000; Full time

Job summary

Practice Plus Group is seeking an Operations Lead to oversee the day-to-day management of South-West London Integrated Urgent Care, including the Clinical Assessment Service (CAS) and Out of Hours (OOH) provision. You will lead Shift Leads and Coordinators to ensure safe, high-quality, and CQC-compliant services for patients and stakeholders.

You will monitor performance, support service resilience, and drive continuous improvement across the service.

Qualifications

• Experience leading teams in urgent care or clinical settings is desirable.
• Ability to monitor performance against quality standards and drive improvements.
• Strong governance, compliance and CQC readiness focus.

Responsibilities

• Lead and line manage Shift Leads and Coordinators.
• Monitor operational performance and ensure delivery of objectives.
• Support workforce planning and staffing continuity.
• Promote governance, information governance and safety standards.

Skills

People management

Data analysis

Decision making under pressure

IT literacy (MS Office)

Education

Management qualification or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

As an Operations Lead, you will take responsibility for the day-to-day operational management of South-West London Integrated Urgent Care services, including the Clinical Assessment Service (CAS) and Out of Hours (OOH) provision. Leading Shift Leads and Coordinators, you will ensure the delivery of safe, effective, high-quality and Care Quality Commission (CQC) compliant services for patients, partners and stakeholders. You will play a key role in maintaining operational performance, supporting service resilience and driving continuous improvement across the service. Working closely with operational and clinical colleagues, you will monitor performance against quality standards and service requirements, ensuring resources are used effectively while maintaining an exceptional patient experience. This is a visible leadership role with direct line management responsibility and the opportunity to develop teams, support service improvement and deputise for the Operations Manager when required. The role is 37.5 hours per week across a 7-day service, including in-hours and out-of-hours working, with participation in an operational on-call rota.

Main duties of the job

Lead and line manage Shift Leads and Coordinators, supporting recruitment, induction, performance management and staff development. Monitor operational performance and ensure service, quality and business objectives are achieved. Maintain high standards of governance, compliance and CQC readiness across the service. Review operational reports, identify trends and implement improvements to support service effectiveness and resilience. Investigate incidents, manage escalations and resolve operational issues in a timely and professional manner. Work collaboratively with operational, clinical and rota teams to ensure safe and efficient service delivery. Support workforce planning, rota management and staffing continuity, escalating risks where appropriate. Maintain business continuity, health and safety, information governance and security standards. Lead communication, team engagement activities and operational change initiatives across the service.

About us

Experience of line managing staff and supporting team performance. Strong people management, communication and interpersonal skills. Good IT literacy, including experience using Microsoft Word, Excel, PowerPoint and Outlook. Ability to make decisions under pressure, prioritise workload and solve problems effectively. Experience analysing performance information and using data to support operational decision-making. A caring, flexible and professional approach, with a commitment to delivering high-quality patient-focused services. Good basic education and a management qualification or equivalent experience. Ability to travel as required and work evenings, weekends, bank holidays and other unsocial hours.

Job responsibilities

As an Operations Lead, you will take responsibility for the day-to-day operational management of South-West London Integrated Urgent Care services, including the Clinical Assessment Service (CAS) and Out of Hours (OOH) provision. Leading Shift Leads and Coordinators, you will ensure the delivery of safe, effective, high-quality and Care Quality Commission (CQC) compliant services for patients, partners and stakeholders. You will play a key role in maintaining operational performance, supporting service resilience and driving continuous improvement across the service. Working closely with operational and clinical colleagues, you will monitor performance against quality standards and service requirements, ensuring resources are used effectively while maintaining an exceptional patient experience. This is a visible leadership role with direct line management responsibility and the opportunity to develop teams, support service improvement and deputise for the Operations Manager when required. The role is 37.5 hours per week across a 7-day service, including in-hours and out-of-hours working, with participation in an operational on-call rota.

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.