Practice Operations Manager (Haddenham Surgery)

Based: Haddenham Surgery with occasional attendance at other Medical Practices as needed

Basis: Permanent, Full-time 37 hours per week (preferred) / Flexible

Salary: £32,000 – £38,000 per annum based on full-time

Eligibility: You must be eligible to work in the UK

About Us

Mereside Medical is a flourishing group of three East Cambridgeshire practices in Ely, Haddenham and Soham, serving c.45,000 patients and employing more than 170 people. We are people-centred, clinically ambitious, and forward‑looking — embracing technology and innovation to deliver better outcomes for our communities.

The Role

Haddenham Surgery is a well-established, friendly practice serving around 8,000 patients, with a proportionate team and a manageable operational footprint. We are looking for an exceptional operational leader — someone with the authority and confidence to run a GP practice to the highest standard, and the collaborative instinct to do it as part of something bigger.

As Practice Operations Manager you will have genuine site‑level autonomy: accountable for service quality, patient and staff experience, contractual and regulatory compliance, and the overall performance of Haddenham Surgery. You’ll also be a full member of the Mereside Operations team, actively contributing to group strategy and owning your part in delivering it.

Your Responsibilities

• Lead the practice: You are the senior operational leader at Haddenham Surgery, with full accountability for service delivery, quality and compliance.
• Maintain overall accountability for operational performance, capacity and patient flow, identifying and resolving risks and pressures promptly.
• Lead local implementation of group policies, procedures and operating standards, ensuring consistent and compliant practice.
• Own CQC readiness at site level, maintaining required evidence, leading local action plans, and contributing to risk registers.
• Act as the initial point of contact for patient complaints and significant events, managing resolution or escalation in line with policy.
• Use operational data and insight to identify trends, improvement opportunities and performance risks, and translate these into action.

Lead your people: You are responsible for the staff experience at Haddenham Surgery.

• Provide visible, inclusive and accountable leadership for practice staff.
• Ensure excellent induction and onboarding for all site‑based and visiting staff.
• Support local managers with staffing rotas, capacity planning, absence monitoring and wellbeing.
• Monitor compliance with mandatory and statutory training requirements.
• Exercise delegated authority in line with the Mereside Delegated Authorities Schedule.

Manage the site: The physical environment, digital infrastructure and information governance of Haddenham Surgery are yours to steward.

• Take ownership of Health & Safety compliance.
• Ensure the practice environment is safe, well‑maintained and used effectively.
• Provide first‑line IT support at site level.
• Maintain oversight of shared operational resources.

Engage your community: Patient engagement is a contractual obligation and a genuine reflection of our values.

• Co‑deliver the Mereside Patient Forum and uphold the Patient Charter.
• Work proactively to obtain, collate and act on patient feedback.
• Contribute to the shared production of patient engagement materials.

Your Place in the Operations Team: The Mereside Operations team has three Practice Operations Managers working together as a core delivery unit.

You should have or be:

• A genuinely enthusiastic, caring, and proactive approach.
• A strong commitment to achieving the best for your team.
• A confident and decisive leadership style.
• The ability to build trusted, supportive relationships.
• Highly organised and resilient.
• An engaged, collaborative mindset with strong communication skills.
• A continuous improvement mindset.

It would be an advantage if you also:

• Have previous experience in primary care or an NHS setting.
• Bring experience in managing resource allocation within a healthcare environment.
• Demonstrate experience in leading change, service improvement, or transformation initiatives.

Working pattern and flexibility: The role includes shared responsibility as a site key holder. The postholder is also expected to be flexible in their day‑to‑day working hours.

This is not meant to be an exhaustive list of duties. The need for flexibility is required and the post holder is expected to carry out any other related duties that are within the employee’s skills and abilities whenever reasonably instructed.

If you are interested in this role please send a CV and covering letter to: cpicb.mereside-recruitment@nhs.net

Closing date: Sunday 17 May 2026. Please note we reserve the right to close this vacancy early.