Operations and Patient Experience Manager

Join our practice in a key leadership role where you will help bring together people, processes, and patient care. As Operations and Patient Experience Manager, the successful candidate will work at the centre of our team supporting staff, strengthening services, and ensuring everything runs smoothly for both patients and colleagues. This varied and hands‑on role offers the opportunity to make a real impact, from improving patient experience to driving efficiencies and supporting a positive working culture. If you are motivated by making a difference and thrive in a collaborative, fast‑paced environment, we’d love to hear from you.

Main duties of the job

To play a key role in ensuring the smooth, efficient, and high quality running of the GP practice. Working closely with the Practice Manager and senior leadership team, the post-holder will provide day‑to‑day operational oversight and support to the Admin, Care Navigation, Dispensary and Hastings Care Navigation Team Leaders. To take responsibility for monitoring key performance areas including Friends and Family Test (FFT) reporting, contributing to patient experience improvement work, and supporting the management of patient complaints. The role also includes ownership of general day‑to‑day premises maintenance tasks, ensuring issues are actioned promptly to maintain a safe and functional environment for staff and patients.

Job responsibilities

• Team Leadership & Operational Support
  • Provide line management, coaching, and support to Team Leaders across Admin, Care Navigation, Dispensary, and Hastings Care Navigation.
  • Ensure effective rota management, workload allocation, and staffing cover.
  • Support recruitment, onboarding, and performance management processes for non‑clinical teams.
  • Promote a positive working culture and strong communication across departments.
• Patient Experience & Reporting
  • Oversee the collection, monitoring, and reporting of Friends and Family Test (FFT) feedback.
  • Identify trends in patient experience data and work with teams to develop improvement actions.
  • Support the Practice Manager in handling patient complaints, including initial triage, draft responses, and ensuring timely resolution.
  • Contribute to patient engagement initiatives including the Patient Participation Group and service improvement projects.
  • Act as first point of contact for routine premises and facilities issues.
  • Arrange repairs and maintenance (e.g., plumbing, electrical, cleaning, waste, grounds).
  • Maintain records of premises work, service contracts, and compliance checks as required.
  • Support the Practice Manager with health & safety activities, including risk assessments and building security.
  • Contribute to practice plans and quality improvement initiatives, including monitoring and measuring outcomes.
  • Review and improve administrative systems and processes to enhance efficiency.
  • Ensure teams are following practice policies, confidentiality requirements, and data protection legislation (e.g., GDPR).
  • Contribute to CQC compliance evidence and preparation as required.
  • Work closely with the senior leadership team, partners, and clinical teams to ensure operational alignment.
  • Attend internal meetings, contribute to decision‑making, and support implementation of changes.
  • Foster a culture of excellent customer service, continuous improvement, and teamwork.
• Others
  • Access to own transport and ability to travel across the locality on a regular basis.
  • Experience of facilities/premises management.

Qualifications

• Degree/Diploma/HNC Business Administration or relevant experience.
• Demonstrable commitment to professional and personal development.
• Training in motivational coaching and interviewing or equivalent.

Experience

• Experience in an operational, supervisory and management role within the NHS.
• Experience of managing rotas, workload planning and staffing cover.
• Experience of improving administrative systems and processes.
• Experience of handling patient feedback and complaints.
• Experience of working with or in general practice.

Knowledge and Skills

• Strong leadership and team development skills.
• Excellent organisational and time management skills with ability to prioritise a varied workload.
• Ability to analyse data and identify trends to inform improvements.
• Awareness of confidentiality, GDPR and data protection requirements.
• Understanding of quality improvement and service development approaches.
• Knowledge of general practice clinical systems, preferably EMIS Web.
• Knowledge of CQC requirements and compliance processes.

Behaviours/Qualities

• Proactive, flexible and solution‑focused approach.
• Collaborative and approachable.
• Resilient and calm under pressure.
• Commitment to high standard of patient care and service delivery.

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.