Operations Manager

NHS Jobs; Tees Valley; On-site; GBP 40,000 - 60,000; Full time

Job summary

NHS Jobs in the United Kingdom is seeking an Operational & Line Manager to lead reception and admin teams, oversee HR activities, manage rotas and staff development, and drive improvements in patient service and front-of-house performance. You will foster a positive team culture focused on excellent patient care and efficiency.

You will coordinate change initiatives, ensure compliance with Data Protection and GDPR, supervise IT and premises tasks, and support Partners and PBM in delivering

Job description

Operational & Line Management

Direct line management of reception and administrative staff, including appraisals, performance management, and staff development. Monitoring and optimising contractual performance. Induct training and manage HR in relation to staff. Manage daily rotas, sickness, and planned leave dynamically to ensure front-of-house and call-handling capacity remain fully covered and patient wait times are minimised. Foster a positive, supportive team culture focused on excellent patient service.

Change Leadership & Process Optimisation

Evaluate existing administrative workflows and identify operational friction points. Design, test, and implement practical solutions and new systems to streamline practice operations. Conduct regular operational audits to measure the impact of new processes, tweaking and refining workflows until peak efficiency and safety are achieved.

Campaign Logistics & Target Management (QOF & Vaccines)

Oversee the logistical planning, booking schedules, and operational delivery of seasonal vaccination campaigns (e.g., Flu, COVID-19, routine vaccines). Manage the administrative workflows supporting QOF (Quality and Outcomes Framework) targets, ensuring call-back and recall schedules run smoothly.

Operational Audits & Performance Tracking

Routinely monitor administrative output, recall lists, and operational task queues. Identify areas falling behind targets early, implement operational fixes, and elevate unresolvable systemic issues to the Partners and PBM.

Patient Experience & Non-Clinical Complaints

Serve as the primary lead for resolving non-clinical patient complaints and informal feedback. Investigate issues thoroughly, draft response letters under guidance, and implement operational learnings to prevent repeat issues.

IT

To support IT in the administration of the Clinical System and other software and ensure the optimal and advanced use of technology to maximise productivity and efficient processes. Maintain practice website and communications with patients and external agencies. Ensure compliance with Data Protection legislation.

Premises & CQC Support

Coordinate day-to-day facilities and premises maintenance (organising contractors, health & safety checks, routine repairs) reporting to the Partners and PBM. Assist the PBM and Clinical Lead Nurses with ongoing CQC compliance and audit readiness. To support the PBM in the execution of their role, especially in their absence.

CORE PRINCIPLES

To ensure confidentiality of information (written, oral and electronic) is always preserved whether at or away from work. To follow practice procedures to ensure that Caldicott Guardian and Security requirements are always met. To follow procedures to ensure compliance with the Data Protection Act 1998 & GDPR. To follow all practice protocols concerned with the maintenance of ethical practice. To be responsible for the day-to-day supervision and management of all reception and admin staff, manage the reception/admin areas and associated functions in accordance with agreed procedures, protocols and time scales, reporting to the Partners as necessary. To respect, support, contribute for implementing commitment to Diversity and Equality of Opportunity To deal with complaints promptly and according to organisational protocol when required. To demonstrate commitment to Continuing Professional Development.

MANAGEMENT SUPPORT

During Practice and Staff meetings, taking minutes, typing them, and actioning any points thought necessary by the Partners or the PBM. Maintain the Petty Cash: monitored and recorded appropriately.

HUMAN RESOURCES, RECORDS AND TRAINING

To aid with the recruitment, induction, and training of new staff. Keep accurate records of all staff annual and sickness leave and to provide information for payroll purposes each month. (payroll in the absence of the PBM) Organise staff rotas to ensure adequate staffing levels: In conjunction with the practice co-ordinator, the forward planning of staffing levels e.g. Staff rotas, holiday rotas and ensure that there is adequate staffing to meet the anticipated workload to cover sickness, time in lieu, training days and holidays for staff and ensuring all duties and workload is covered. Periodically with the PBM, review the staff rota and allocation of duties to ensure the organisation is effectively meeting the practice and patient needs. Be responsible for recording and maintaining the vaccination status including Hepatitis B, Influenza, Covid Vaccination status of all staff. Maintain an accurate log of resuscitation training of all clinical and non-clinical staff and arrange training every year. Maintain an accurate log of e-learning training of all clinical and non-clinical staff and arrange training every year.

IT SUPPORT AND DATA QUALITY.

To provide support, advice, and training for current and new practice staff in the use of the Clinical System.

PREMISES AND EQUIPMENT

To be responsible for the general upkeep of the premises, costing reparations and presenting these to the Partners as requested and within the requested timeframe. To annually review maintenance contracts held with outside organisations two months before renewal dates, to include quotes from other providers and preparing comparison information for the PBM in time to make changes if appropriate, when required. To ensure that the practice refrigeration is maintained to the required standard for immunisations/vaccinations and the regular maintenance of this. Auditing that daily temperature monitoring is adhered to. To undertake premises Risk Assessments as laid down in Standard Operating Procedures and to bring to the attention of the Partners & PM any matters arising from them and then to implement any changes required, according to timescales given to them.

PERFORMANCE AND QUALITY INDICATORS

To ensure staff are aware of the importance of maintaining disease registers and assist in the validation process. To take part in significant event auditing meetings and ensuring that learning outcomes are addressed and followed through with the appropriate staff.

SUPPORT FOR THE PARTNERS

The post holder will support the Partners with any duties they are requested of consummate to their grade.

HEALTH AND SAFETY

Be responsible for ensuring the H&S manual is up to date and compliant with current legislation and implementing any changes within one month of notification. Ensure staff are trained in their responsibilities in H&S.

GENERAL DUTIES

Ensuring that the telephone system is operational at the beginning and end of each day in accordance with practice protocol. This includes updating the settings to reflect services, Bank Holiday dates, emergency or out of hours services, training purposes.

CONFIDENTIALITY GENERAL DUTIES

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. This duty of care extends beyond the term of any position within the Practice.

EQUALITY AND DIVERSITY

The post-holder will support the equality, diversity, dignity, privacy and rights of patients, carers and colleagues.

PERSONAL/PROFESSIONAL DEVELOPMENT

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.

QUALITY

The post-holder will strive to maintain quality within the practice, and will Alert other team members to issues of quality and risk. Effectively manage own time, workload, and resources.

COMMUNICATION

The post-holder should recognise the importance of effective communication within the team with patients and carers.

CONTRIBUTION TO THE IMPLEMENTATION OF SERVICES

The post-holder will apply practice policies, standards, and guidance.

OTHER

To carry out other duties that are required within the role as it evolves within the development of the organisation.

FLEXIBILITY

This Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder is required to carry out any duties that may reasonably be requested by the Partners or management team.