Job summaryEverest House Surgery is looking for an enthusiastic and patient-focused Operations Manager to join our friendly, supportive and forward-thinking team.The Operations Manager will play a key leadership role in the day-to-day operational management of Everest House Surgery, supporting the delivery of safe, high-quality and patient-centred primary care services.Working closely with the Practice Manager, GP Partners and wider multidisciplinary team, the post holder will lead the practice's non-clinical operations, ensuring services are efficient, responsive and meet the needs of patients and staff. They will provide operational leadership across workforce management, patient services, performance, governance and continuous improvement, helping the practice respond to the changing demands of general practice.The Operations Manager will line manage the non-clinical team, supporting recruitment, development, wellbeing and performance, while fostering a positive and high-performing culture. They will support service improvement, monitor operational performance and contribute to regulatory compliance and excellent standards of patient service.The post holder will deputise for the Practice Manager when required and will use sound judgement, manage competing priorities and work collaboratively with colleagues and external stakeholders to deliver the practice's objectives.Please note: We are not accepting applications from recruitment agencies.Main duties of the jobThe Operations Manager will play a key role in the day-to-day running of Everest House Surgery, ensuring services operate safely, efficiently and effectively while supporting the Practice Manager and GP Partners in delivering the practices priorities.The role provides leadership and line management to the non-clinical team, with responsibility for workforce planning, recruitment, staff development, performance and ensuring the practice has the right resources in place to meet patient needs.Working closely with clinical and administrative colleagues, the Operations Manager will oversee patient access, operational performance and service delivery, using data and feedback to identify opportunities for improvement. They will lead operational projects and help develop more efficient ways of working that enhance both patient and staff experience.The role will also support CQC compliance, governance, complaints, patient engagement, premises, health and safety, digital systems and information governance.This is a varied, hands-on leadership role for someone who enjoys managing people, improving services and finding practical solutions to the everyday challenges of general practice.About usEverest House Surgery is a progressive, patient-centred GP practice committed to delivering high-quality, compassionate healthcare to our local community. With a registered list of approximately 14,000 patients, we provide a comprehensive range of primary care services, including acute and routine medical care, long-term condition management, preventative healthcare and health promotion, with a strong focus on delivering personalised care for every patient.As a busy and forward-thinking practice, we believe in working collaboratively to provide safe, effective and responsive healthcare. Our experienced multidisciplinary team includes GPs, nurses, healthcare assistants, pharmacists, allied health professionals and a dedicated administrative team, all working together to ensure patients receive the right care, at the right time, from the right professional.We are proud to foster a supportive and inclusive working environment where innovation, continuous improvement and professional development are actively encouraged. We value every member of our team and recognise the important contribution they make to improving the health and wellbeing of our patients.As a member of the Dacorum Beta PCN, we work closely with neighbouring practices and healthcare partners to deliver integrated services and improve outcomes for our patients. We use EMIS Web as our clinical system and continue to embrace new ways of working that enhance both patient care and the working lives of our staff.DetailsDate posted11 August 2026Pay schemeOtherSalary Depending on experience ContractPermanentWorking pattern Full-time Reference numberA0591-26-0014Job locationsEverest WayHemel HempsteadHertfordshireHP2 4HYUnited KingdomJob descriptionJob responsibilitiesLead the day-to-day operational management of Everest House Surgery, ensuring the safe, efficient and effective delivery of high-quality patient services.Support the Practice Manager and GP Partners in delivering the strategic and operational objectives of the practice.Deputise for the Practice Manager during periods of leave or absence, ensuring continuity of leadership and decision-making.Provide leadership and line management to the non-clinical team, including reception, administration and secretarial staff, promoting a positive, supportive and high-performing working environment.Lead on recruitment, induction, training, appraisal, performance management and staff development for the non-clinical workforce.Ensure appropriate staffing levels are maintained through effective workforce planning, rota management and absence management.Monitor operational performance against contractual, local and national requirements, supporting the achievement of GMS, Enhanced Services and Quality and Outcomes Framework (QOF) targets.Work collaboratively with clinical and administrative colleagues to continually improve patient access, patient experience and service delivery.Lead operational projects and service improvement initiatives that enhance efficiency, productivity and quality of care.Oversee the management of patient complaints, compliments and feedback, identifying trends and implementing learning to improve services.Support the Patient Participation Group (PPG), promoting patient engagement and ensuring patient voices help shape service development.Monitor appointment utilisation, telephone demand and patient access data, making recommendations to optimise capacity and meet patient needs.Ensure practice information, including the website, patient information and internal communications, remains accurate, accessible and up to date.Support compliance with Care Quality Commission (CQC) regulations and other statutory, contractual and governance requirements.Ensure Information Governance, Data Security and Confidentiality standards are maintained across the non-clinical workforce.Work closely with IT providers and suppliers to support the effective use of digital systems and technologies across the practice.Assist in the management of premises, facilities and health and safety arrangements, ensuring a safe and welcoming environment for patients, visitors and staff.Build effective relationships with external organisations including the Integrated Care Board (ICB), Primary Care Network (PCN), NHS England and other healthcare partners where appropriate.Undertake any other reasonable duties appropriate to the role and the evolving needs of the practice. Job description Job responsibilitiesLead the day-to-day operational management of Everest House Surgery, ensuring the safe, efficient and effective delivery of high-quality patient services.Support the Practice Manager and GP Partners in delivering the strategic and operational objectives of the practice.Deputise for the Practice Manager during periods of leave or absence, ensuring continuity of leadership and decision-making.Provide leadership and line management to the non-clinical team, including reception, administration and secretarial staff, promoting a positive, supportive and high-performing working environment.Lead on recruitment, induction, training, appraisal, performance management and staff development for the non-clinical workforce.Ensure appropriate staffing levels are maintained through effective workforce planning, rota management and absence management.Monitor operational performance against contractual, local and national requirements, supporting the achievement of GMS, Enhanced Services and Quality and Outcomes Framework (QOF) targets.Work collaboratively with clinical and administrative colleagues to continually improve patient access, patient experience and service delivery.Lead operational projects and service improvement initiatives that enhance efficiency, productivity and quality of care.Oversee the management of patient complaints, compliments and feedback, identifying trends and implementing learning to improve services.Support the Patient Participation Group (PPG), promoting patient engagement and ensuring patient voices help shape service development.Monitor appointment utilisation, telephone demand and patient access data, making recommendations to optimise capacity and meet patient needs.Ensure practice information, including the website, patient information and internal communications, remains accurate, accessible and up to date.Support compliance with Care Quality Commission (CQC) regulations and other statutory, contractual and governance requirements.Ensure Information Governance, Data Security and Confidentiality standards are maintained across the non-clinical workforce.Work closely with IT providers and suppliers to support the effective use of digital systems and technologies across the practice.Assist in the management of premises, facilities and health and safety arrangements, ensuring a safe and welcoming environment for patients, visitors and staff.Build effective relationships with external organisations including the Integrated Care Board (ICB), Primary Care Network (PCN), NHS England and other healthcare partners where appropriate.Undertake any other reasonable duties appropriate to the role and the evolving needs of the practice.Person Specification Knowledge EssentialUnderstanding of the challenges facing modern General Practice.Knowledge of patient-centred care and excellent customer service principles.Understanding of employment practices and people management.Knowledge of Information Governance, GDPR and confidentiality.Understanding of health and safety responsibilities within the workplace.DesirableKnowledge of NHS primary care funding and contracts.Understanding of Care Quality Commission standards.Knowledge of quality improvement methodologies.Awareness of digital transformation within primary care. Skills EssentialExcellent leadership and people management skills.Strong organisational and planning abilities.Ability to prioritise a varied workload and meet deadlines.Excellent written and verbal communication skills.Strong problem-solving and decision-making abilities.Ability to analyse operational information and identify improvements.Confident using Microsoft Office and digital systems.Ability to work independently whilst contributing positively as part of a multidisciplinary team. Qualifications EssentialEducated to A-Level standard or equivalent experience.GCSE (or equivalent) in English and Mathematics.Evidence of continued professional development.DesirableDegree or equivalent qualification.Leadership or management qualification (ILM, CMI or equivalent).HR, project management or quality improvement qualification. Experience EssentialExperience of managing teams within a healthcare, NHS or customer-focused environment.Experience of leading operational services and managing competing priorities.Experience of staff supervision, recruitment, appraisal and performance management.Experience of service improvement and implementing operational change.Experience of dealing with patient concerns or complaints professionally and sensitively.Experience of working with confidential information and maintaining high standards of data protection.DesirableExperience working within General Practice.Experience of CQC compliance and quality assurance.Experience of workforce planning and rota management.Experience of using EMIS Web and / or Docman or other GP clinical systems.Experience of using Microsoft Office.Experience of NHS contractual requirements including QOF, Enhanced Services or Primary Care Networks. Personal Attributes EssentialProfessional, approachable and supportive.Positive and adaptable.Calm under pressure.Highly organised with excellent attention to detail.Committed to continuous improvement.Patient-focused with a proactive attitude.Honest, trustworthy and able to maintain confidentiality.Enthusiastic about developing both people and services. Person Specification Knowledge EssentialUnderstanding of the challenges facing modern General Practice.Knowledge of patient-centred care and excellent customer service principles.Understanding of employment practices and people management.Knowledge of Information Governance, GDPR and confidentiality.Understanding of health and safety responsibilities within the workplace.DesirableKnowledge of NHS primary care funding and contracts.Understanding of Care Quality Commission standards.Knowledge of quality improvement methodologies.Awareness of digital transformation within primary care. Skills EssentialExcellent leadership and people management skills.Strong organisational and planning abilities.Ability to prioritise a varied workload and meet deadlines.Excellent written and verbal communication skills.Strong problem-solving and decision-making abilities.Ability to analyse operational information and identify improvements.Confident using Microsoft Office and digital systems.Ability to work independently whilst contributing positively as part of a multidisciplinary team. Qualifications EssentialEducated to A-Level standard or equivalent experience.GCSE (or equivalent) in English and Mathematics.Evidence of continued professional development.DesirableDegree or equivalent qualification.Leadership or management qualification (ILM, CMI or equivalent).HR, project management or quality improvement qualification. Experience EssentialExperience of managing teams within a healthcare, NHS or customer-focused environment.Experience of leading operational services and managing competing priorities.Experience of staff supervision, recruitment, appraisal and performance management.Experience of service improvement and implementing operational change.Experience of dealing with patient concerns or complaints professionally and sensitively.Experience of working with confidential information and maintaining high standards of data protection.DesirableExperience working within General Practice.Experience of CQC compliance and quality assurance.Experience of workforce planning and rota management.Experience of using EMIS Web and / or Docman or other GP clinical systems.Experience of using Microsoft Office.Experience of NHS contractual requirements including QOF, Enhanced Services or Primary Care Networks. Personal Attributes EssentialProfessional, approachable and supportive.Positive and adaptable.Calm under pressure.Highly organised with excellent attention to detail.Committed to continuous improvement.Patient-focused with a proactive attitude.Honest, trustworthy and able to maintain confidentiality.Enthusiastic about developing both people and services.Disclosure and Barring Service CheckThis 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.Employer detailsEmployer nameEverest House SurgeryAddressEverest WayHemel HempsteadHertfordshireHP2 4HYUnited KingdomEmployer's websiteEmployer detailsEmployer nameEverest House SurgeryAddressEverest WayHemel HempsteadHertfordshireHP2 4HYUnited KingdomEmployer's website
Facilities Operations Officer in Hemel Hempstead employer: National health service
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