Deputy Practice Manager - St Paul\'s Clinic in Newport

We are looking for an organised, proactive, and hands-on Operations Manager to help keep our busy GP surgery running smoothly. You will play a key role in managing the day-to-day operations of the practice, supporting staff, and ensuring patients receive the best possible service.

Main duties of the job

• Supervise the reception and administrative team, ensuring the front-of-house service runs efficiently and patients receive a high standard of care.
• Plan, prepare, and manage staff rotas for reception, administration, and clinical support teams, ensuring safe and effective cover at all times.
• Monitor workload, workflow, and performance within the reception team, providing guidance, support, and training where needed.
• Manage annual leave, absence, and sickness reporting to maintain service continuity.
• Support recruitment, induction, and ongoing supervision of reception and administrative staff.
• Maintain accurate HR and training records, ensuring compliance with employment law and NHS guidance.
• Assist the Practice Manager with staff performance reviews, investigations, and informal HR matters.
• Oversee the smooth running of daily clinics, coordinating with clinicians to resolve scheduling or room allocation issues.
• Ensure health and safety checks, building maintenance, and supplier arrangements are carried out as required.
• Contribute to the development and implementation of policies and procedures to improve efficiency and patient experience.
• Act as a visible point of contact for staff queries, promoting teamwork, professionalism, and a positive working culture.

About us

St Paul's Clinic is a city centre practice in the heart of Newport providing general medical services to a range of patients from different cultures and backgrounds. It is a vibrant working environment in which you are continually learning every day. Close to the M4 with links to Cardiff and Bristol and a designated car park.

Job responsibilities

Responsible to: Practice Manager
Location: GP Practice (Primary Care)

Job Purpose

The Operations Manager plays a key role in the smooth day-to-day running of the practice. Working closely with the Practice Manager and clinical team, the post-holder will oversee front-of-house operations, staff rotas, HR processes, and facilities management to ensure safe, efficient, and high-quality service delivery. This role requires excellent organisational skills, attention to detail, and the ability to manage people and processes in a fast-paced environment. The Operations Manager will act as the main point of contact for reception and administrative teams, ensuring that patient access, communication, and service quality are maintained to a consistently high standard.

Key Responsibilities

• Staff Management and HR
  • Supervise and support the reception and administrative teams, promoting a positive, professional, and efficient working culture.
  • Manage staff rotas, annual leave, and sickness cover to maintain operational continuity.
  • Lead by example in handling patient queries, complaints, and challenging interactions.
  • Support recruitment, induction, and probationary reviews for new staff.
  • Maintain up-to-date HR documentation including contracts, training, appraisals, and absence records.
  • Support the Practice Manager with employee relations, performance management, and informal HR matters.
  • Coordinate mandatory and role-specific training, maintaining accurate compliance logs.
• Operational Management
  • Oversee the day-to-day running of the practice, ensuring reception, telephony, and clinic operations run smoothly.
  • Liaise with clinical staff to coordinate appointment rotas, room allocations, and daily schedules.
  • Support the delivery of high-quality patient services, ensuring all staff uphold the values of dignity, respect, and confidentiality.
  • Monitor and review administrative workflows to improve efficiency and patient access.
  • Assist in the development and implementation of practice policies and standard operating procedures.
  • Contribute to audits, reporting, and the ongoing improvement of practice systems.
• Facilities and Health & Safety
  • Oversee building maintenance, cleaning, and security arrangements.
  • Ensure that statutory health and safety checks, fire safety records, and risk assessments are completed and reviewed.
  • Act as a liaison point for contractors, suppliers, and service engineers.
  • Escalate premises or compliance issues to the Practice Manager as required.
• Leadership and Communication
  • Serve as a visible and supportive presence across the practice.
  • Communicate effectively with staff, clinicians, and management to ensure smooth coordination of services.
  • Participate in staff meetings, contributing ideas to improve workflow and patient experience.
  • Model professionalism, integrity, and accountability in all aspects of the role.

Person Specification (Summary)

• Strong background in administration or operations, ideally within a healthcare or customer-focused setting.
• Experience supervising staff and managing rotas.
• Excellent communication and organisational skills.
• Ability to handle sensitive issues with discretion and professionalism.
• Practical problem-solver with a calm and structured approach.

Qualifications

• Educated to A-Level standard or equivalent experience.
• Evidence of continued professional development relevant to management or administration.
• HR training and experience.

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.