PRACTICE MANAGER / OPERATIONAL MANAGER

Job Title Practice Manager / Operational Manager

Hours 30 hours per week, with some flexibility considered for the right candidate.

Responsible To The Managing Partner & The Clinical Manager (GP)

Job Purpose The Practice Manager / Operational Manager will play a key role in the effective day-to-day management of Manor & Park Group Practice across both surgery sites.

The postholder will provide strong operational leadership, support the management and development of clinical and non-clinical teams, oversee key HR and workforce processes, and help ensure that practice systems are safe, efficient, compliant and responsive to patient need.

The role requires a confident, organised and approachable manager who can work independently, manage competing priorities, support staff effectively and contribute positively to the continued development of the practice.

Main ResponsibilitiesOperational Management Support the smooth day-to-day running of both practice sites.

Ensure effective staffing arrangements and operational cover across the practice.

Coordinate workforce planning and staff rotas.

Identify operational issues and implement practical solutions.

Support effective communication and consistency across both sites.

Work closely with clinical and administrative leads to maintain safe and efficient services.

Help ensure the practice remains responsive to changes within general practice and the wider NHS.

Staff Management and HR Manage and support a mixed team of clinical and administrative staff.

Support recruitment, selection, induction and retention processes.

Manage staff absence, performance, conduct and employee relations issues in line with practice policies.

Support appraisals, training, professional development and staff wellbeing.

Provide clear management direction and support to staff.

Promote a positive, respectful, accountable and supportive working culture.

Support managers and team leaders with day-to-day people management issues.

Complaints and Patient Experience Act as the practice Complaints Lead.

Coordinate the investigation and timely response to patient complaints and concerns.

Liaise with relevant staff and clinicians when investigating complaints.

Identify themes and learning from complaints and ensure agreed actions are implemented.

Support staff involved in complaints and promote an open, fair and learning-focused approach.

Contribute to improving patient experience and service quality.

Quality Improvement and Governance Support and lead Quality Improvement projects across the practice.

Review operational processes and identify opportunities to improve efficiency, safety and patient experience.

Support CQC readiness and wider practice governance arrangements.

Maintain and review policies, procedures and operational guidance.

Support learning from incidents, complaints, audits and patient feedback.

Help ensure agreed actions and improvements are followed through.

Primary Care Contracts and Service Delivery Support the Partners and senior management team with the delivery of primary care contracts and local service requirements.

Develop an understanding of practice income streams, contractual requirements and performance expectations.

Support monitoring of service delivery and achievement against agreed standards.

Work with relevant leads to ensure contractual and operational requirements are met.

Maintain awareness of changes affecting general practice and support their implementation.

Leadership and Team Working Work closely with the Managing Partner, GP Partner, Clinical Manager and wider senior team.

Build effective working relationships across the multidisciplinary team.

Provide visible and approachable management support across both sites.

Encourage effective communication, collaboration and problem-solving.

Contribute to senior management discussions and practice development.

Support the implementation of agreed strategic and operational priorities.

Person RequirementsEssential Previous NHS management experience.

Experience of managing or supervising staff within a healthcare environment.

Experience of working with mixed clinical and administrative teams.

Strong HR and people-management knowledge.

Experience of rota management and workforce planning.

Experience of managing patient concerns or complaints.

Excellent communication and interpersonal skills.

Strong organisational and prioritisation skills.

Ability to work autonomously and make appropriate management decisions.

Confidence in managing difficult or sensitive situations.

Practical and solutions-focused approach.

Good IT skills and ability to use information and data to support decision-making.

Desirable Previous management experience within General Practice or Primary Care.

Formal HR training or substantial practical HR experience.

Experience of Quality Improvement.

Understanding of primary care contracts and associated income streams.

Experience of CQC and healthcare governance.

Experience of NHS complaints procedures.

Experience of SystmOne.

SystmOne experience is desirable but not essential, and appropriate training can be provided.

General The duties listed above are not intended to be exhaustive. The postholder may be required to undertake other reasonable duties appropriate to the role and level of responsibility.

The postholder will be expected to maintain confidentiality, uphold practice policies and procedures, and contribute positively to the overall aims and values of Manor & Park Group Practice.