Operations Manager and I.T Lead in Kingskerswell

To lead and oversee the operational management of the GP practice's administrative functions, ensuring all processes are delivered efficiently, accurately, and in line with practice objectives. Work in partnership with the Practice Manager to drive service improvement, digital optimisation, performance standards, and operational resilience across all non-clinical systems and workflows. Through innovative ways of working, support the practice manager and the team in promoting ED&I, SHEF, quality & continuous improvement, confidentiality, collaborative working, service delivery, learning and development, and ensuring compliance with CQC regulations.

Main duties of the job:

• Supports the Practice Manager in the effective day-to-day operation of the practice, including deputising in their absence.
• Leads on IT systems, digital transformation, telephony, information governance, and clinical system management, while coordinating IT projects and resolving technical issues.
• Oversees quality improvement initiatives, vaccination and public health campaigns, QOF performance, complaints handling, policy management, and patient engagement.
• Manages practice communications, performance reporting, meetings, staff wellbeing initiatives, and social events to support the smooth and efficient running of the practice.

About us:

Kingskerswell & Ipplepen Medical Practice is based across two sites and has been rated 'Outstanding' by CQC. The friendly, patient‑centred team consists of 4 GP Partners, 4 Practice Nurses, 4 HCA's, and a dynamic workforce of professional management and clinical staff with excellent admin support. The Practice has a proactive staff wellbeing ethos.

Benefits include:

• 5 weeks annual leave plus bank holidays
• Free on‑site parking
• Staff socials
• Learning and development opportunities
• Blue Light card discount
• Supportive and friendly work environment

Job responsibilities:

• Supporting the Practice Manager in the day‑to‑day running of the practice and providing deputisation in their absence.
• Leading all IT activities – from fault resolution to the implementation of new systems and processes, and acting as first line for staff IT issues.
• Coordinating IT projects, participating in pilot schemes, and leading replacements when necessary.
• Managing the clinical system, telephony, and ensuring IT security, IG compliance, and resolving local IT issues.
• Designing and building clinical and operational searches, audits, and performance dashboards.
• Providing first point of contact for patients raising complaints, maintaining the complaints database, and advising staff.
• Developing, implementing, and embedding efficient office processes and procedures in line with legislation.
• Leading vaccination campaigns.
• Coordinating practice meetings, creating agendas and minutes, attending meetings, and following up on actions.
• Managing quality improvement projects, identifying QI projects, promoting engagement, monitoring activities, and sharing learning.
• Maintaining and organising practice policies; ensuring records are up‑to‑date and accessible.
• Assisting in organising training sessions, team events, and logistical support.
• Owning QOF performance, recall systems, and achievement tracking; liaising with staff on administrative aspects.
• Compiling reports, presentations, and compliance documentation (e.g., CQC, IG Toolkit, QOF data).
• Encouraging and promoting patient online services.
• Updating the practice website and social media, and handling patient and staff communications.
• Supporting the Practice Manager with KPI monitoring and summary reports, collating performance data, audits, and financial summaries.
• Leading public health campaigns and maximizing related work.
• Leading the Patient Participation Group.
• Leading performance monitoring and improvement across the practice.
• Acting as Social Secretary, organising all staff events and social activities.
• Leading staff wellbeing initiatives and fostering a positive wellbeing culture.

Person Specification:

Qualifications:

• GCSE English (C or above) and at least three others
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure
• Maintain confidentiality at all times
• Educated to A-level/equivalent or higher, with relevant experience

Experience:

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Experience of working within a senior team

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.