Operations Manager in Christchurch

About us

We are a GP practice based in Southbourne, a picturesque part of West Sussex within easy reach of Chichester, Chichester Harbour, and the South Downs.

Our clinical team comprises 4 GP Partners, 5 salaried GPs, a nursing team, paramedics, and a Physician Associate, supported by a friendly and hardworking administrative and reception team.

We are proud of our welcoming culture and our commitment to delivering high‑quality, patient‑centred care.

We have secured funding for a new practice extension and have ambitious plans to expand our services and facilities over the coming years, making this an excellent opportunity for the right candidate to help shape the practice’s future.

Responsibilities Overview

• Oversee the day‑to‑day running of the practice, ensuring efficient patient flow and appointment systems
• Maintain oversight of the reception, administrative, and secretarial teams, including staffing, rotas, and performance management
• Lead on resolving patient complaints and improving patient experience
• Ensure ongoing CQC compliance, health and safety, and information governance standards
• Oversee practice IT systems, facilities, equipment, and supplies
• Contribute to a positive, supportive working culture across the practice team
• Patient Flow & Access
• Design and continually refine the appointment system (urgent and routine appointments) in line with national requirements and after consultation with the partners
• Monitor daily and weekly demand against capacity across all clinician types (GP, nursing, HCA, paramedic, pharmacist, physiotherapist) and adjust rotas accordingly
• Monitor DNA rates and oversee reminder systems; identify and act on patterns in non‑attendance
• Produce regular reporting on appointment utilisation, time‑to‑third‑available appointment and escalates risks to the Business Manager and partners
• Support the development and day‑to‑day management of digital access channels (online consultation/triage tools, NHS App)
• Staff & Rota Management
• Oversee rotas for the patient services team ensuring adequate cover at peak times and during absence
• Provide day‑to‑day line management, supervision and support to the Patient Services Team Lead and administrative teams, including supervision of induction, training, appraisal and performance management
• Lead recruitment processes for operational/administrative roles, in conjunction with the Business Manager
• Manage staff annual leave, sickness absence reporting and return‑to‑work processes
• Coordinate administration of clinical team rotas, ensuring rota schedules meet requirements set by the partners
• Support the Business Manager with disciplinary, grievance and capability processes for operational/administrative staff, escalating as appropriate
• Facilities, IT & Systems
• Act as first point of contact for clinical system (Systm One) and telephony issues, liaising with IT support and the ICB as required
• Ensure health and safety, fire safety and infection control policies are implemented and maintained on a day‑to‑day basis
• Carry out or coordinate workplace risk assessments and act as a nominated fire warden, escalating significant risks to the Business Manager
• Quality, Compliance & Patient Experience
• Manage the day‑to‑day handling of patient complaints, feedback and significant events relating to operational matters, in line with practice policy
• Escalate high‑risk complaints to the Business Manager
• Support CQC readiness by ensuring operational evidence (policies, training records, incident logs) is current and accessible
• Maintain oversight of QOF and LCS provision to ensure that the surgery meets its targets in an efficient and well‑planned way
• Promote a positive patient experience across all front‑of‑house and administrative touchpoints
• Working Relationships
• Report regularly to the Business Manager on operational performance, risks and staffing matters
• Liaise with GP partners on changes to appointment systems, triage models or rota structures, particularly where these affect clinical workload
• Other Duties

This job description reflects the current requirements of the post.

As duties and responsibilities change, the job description will be reviewed and amended in consultation with the post‑holder.

The post-holder may be required to undertake other duties as may reasonably be required, commensurate with the level and nature of the post.

Qualifications & Experience

• Evidence of ongoing management/leadership development
• GCSE (or equivalent) English and Maths grade C/4 or above
• Safeguarding training (e. g. Level 2) or willingness to undertake
• Management or business‑related qualification, e. g. ILM, CMI
• Qualification or training in healthcare/primary care management
• Educated to degree level, or equivalent experience
• Satisfactory enhanced DBS check
• Right to work in the UK
• Strong organisational skills with the ability to manage competing priorities
• Confident user of Microsoft Office (Excel, Outlook, Word)
• Effective written and verbal communication skills
• Ability to lead, motivate and develop a team
• Sound judgement and problem‑solving skills, including under pressure
• Understanding of confidentiality and data protection (GDPR) principles
• Knowledge of QOF and the GP contract
• Knowledge of NHS access and patient experience targets
• Experience in an operational or office management role, ideally in a GP Primary Care setting
• Experience managing staff rotas and supervising a team
• Experience handling complaints or service issues professionally
• Experience working with data/reporting to monitor service performance
• Experience within a multi‑disciplinary healthcare or NHS setting
• Experience working with a TPP Systm One
• Experience of CQC inspection processes
• Calm, approachable and resilient under pressure
• Collaborative approach, able to work effectively with GP partners, business manager and wider staff group
• Committed to patient‑centred, high‑quality service
• 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.

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