Operations Manager in Mere

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Operations Manager is responsible for the smooth, efficient day-to-day running
of practice operations, line-managing front-of-house reception and
administrative staff and ensuring the practice
objectives are met. To manage all staff within their job descriptions and to
ensure that performance meets satisfactory standards.A primary
focus of this role is operational change leadership actively evaluating
practice workflows, designing and implementing process improvements, and
auditing outcomes to maximise practice efficiency and patient care.The
post-holder ensures real-time operational resilience (such as dynamic staffing
and phone queue management), oversees non-clinical complaints, leads the
logistical delivery of QOF and vaccination campaigns, and maintains internal
operational audits to catch performance bottlenecks early.The applicant should have strong interpersonal skills, from team
building to performance management, and excellent written and communication
skills.You will be able to solve problems efficiently and have excellent
knowledge and day to day application of IT systems (Word, Excel and
PowerPoint), including troubleshooting. You will be well organised with the
ability to work under pressure, remaining calm, focused, and approachable and
have a strong 'can do' attitude.You will be directly reporting to the Partners.Salary is negotiable dependent upon experience.NHS Pension6 weeks Annual leaveMain duties of the jobKEY RESPONSIBILITIESTo be
responsible for the day-to day management of all staff and team leads.Staff performance management and monitoring and optimising
contractual performance. Induct training and manage HR in relation to staff.Evaluating practice workflows, designing and implementing process improvements, and auditing outcomes to maximize practice efficiency and patient care.To support IT in the administration of the Clinical System and other
software and ensure the optimal
and advanced use of technology to maximise productivity and efficient processes. Maintain practice website and communications
with patients and external agencies.To provide help for all premises issues,
costing works and reporting to the Partners.To support the Practice with CQC standards.To
support the Partners for Health and Safety and Infection Control within the
surgery and ensure compliance with all health and safety, employment,
data protection and other relevant legislation.About usElm Tree Surgery is an innovative and forward-thinking GP
Practice, located in Thornaby, Stockton-on-tees.We have an exciting opportunity
for an accomplished, experienced, and highly motivated Operations Manager, with
a passion for improving patient's care experience, people management and general
practice experience to join our GMS Training practice with a list size of 20,000+.We have a clinical team of 5 GP Partners, 6 Salaried GPs, Advanced Care Practitioners/Paramedics, a team of Practice Nurses, a Nursing Associate, HCAs, and Phlebotomists.
The clinical team are supported by Management, Admin and Reception.The focus of the role will be on the effective operational
day to day running of the Practice, Staff Management, Patient engagement and supporting the delivery of a high standard of quality care for our patients.In addition you will work with the Partnership and Management to deliver and
implement the Practices objectives, contractual requirements, and long-term
strategy.DetailsDate posted15 October 2026Pay schemeOtherSalary
Depending on experience

Negotiable based on experience

ContractPermanentWorking pattern

Full-time

Reference numberA1110-24-0006Job locations22B Westbury StreetThornabyStockton-on-teesTS17 6PGUnited KingdomJob descriptionJob responsibilitiesOperational
& Line ManagementDirect line management of reception and administrative staff,
including appraisals, performance management, and staff development. Monitoring
and optimising contractual performance. Induct training and manage HR in
relation to staff.Manage daily rotas, sickness, and planned leave dynamically to
ensure front-of-house and call-handling capacity remain fully covered and
patient wait times are minimised.Foster a positive, supportive team culture focused on excellent
patient service.Change
Leadership & Process OptimisationEvaluate existing administrative workflows and identify
operational friction points.Design, test, and implement practical solutions and new systems
to streamline practice operations.Conduct regular operational audits to measure the impact of new
processes, tweaking and refining workflows until peak efficiency and safety are
achieved.
Campaign Logistics & Target Management (QOF & Vaccines)
Oversee the logistical planning, booking schedules, and operational delivery of seasonal vaccination campaigns (e.g., Flu, COVID-19,
routine vaccines).
Manage the administrative workflows supporting QOF (Quality and
Outcomes Framework) targets, ensuring call-back and recall schedules run
smoothly.Operational
Audits & Performance Tracking
Routinely monitor administrative output, recall lists, and operational task queues.
Identify areas falling behind targets early, implement operational fixes, and escalate unresolvable systemic issues to the Partners and PBM.Patient
Experience & Non-Clinical Complaints
Serve as the primary lead for resolving non-clinical patient complaints and informal feedback.
Investigate issues thoroughly, draft response letters under guidance, and implement operational learnings to prevent repeat issues.IT
To support IT in the administration of the Clinical System and other software and ensure the optimal and advanced use of technology to
maximise productivity and efficient processes.
Maintain practice website
and communications with patients and external agencies.
Ensure compliance with
Data Protection legislation.Premises &
CQC Support
Coordinate day-to-day facilities and premises maintenance
(organising contractors, health & safety checks, routine repairs) reporting
to the Partners and PBM.
Assist the PBM and Clinical Lead Nurses
with ongoing CQC compliance and audit readiness.
To support the PBM in the execution of their role, especially in their absence.CORE PRINCIPLESTo ensure confidentiality of information (written, oral and electronic) is always preserved whether at or away from work.To follow practice procedures to ensure that Caldicott Guardian and Security requirements are always met.To follow procedures to ensure compliance with the Data Protection Act 1998 & GDPR.To follow all practice protocols concerned with the maintenance of ethical practice.To be responsible for the day-to-day supervision and management of all reception and admin staff, manage the reception/admin areas and associated functions in accordance with agreed procedures, protocols and time scales, reporting to the Partners as necessary.To respect, support, contribute for implementing commitment to Diversity and Equality of OpportunityTo deal with complaints promptly and according to organisational protocol when required.To demonstrate commitment to Continuing Professional Development.MANAGEMENT SUPPORTDuring Practice and Staff meetings, taking minutes, typing them, and actioning any points thought necessary by the Partners or the PBM.Maintain the Petty Cash: monitored and recorded appropriately.HUMAN RESOURCES, RECORDS AND TRAININGTo aid with the recruitment, induction, and training of new staff.Keep accurate records of all staff annual and sickness leave and to provide information for payroll purposes each month. (payroll in the absence of the PBM)Organise staff rotas to ensure adequate staffing levels: In conjunction with the practice co-ordinator, the forward planning of staffing levels e.g. Staff rotas, holiday rotas and ensure that there is adequate staffing to meet the anticipated workload to cover sickness, time in lieu, training days and holidays for staff and ensuring all duties and workload is covered. Periodically with the PBM, review the staff rota and allocation of duties to ensure the organisation is effectively meeting the practice and patient needs.Be responsible for recording and maintaining the vaccination status including Hepatitis B, Influenza, Covid Vaccination status of all staff.Maintain an accurate log of resuscitation training of all clinical and non-clinical staff and arrange training every year. Maintain an accurate log of e-learning training of all clinical and non-clinical staff and arrange training every year. IT SUPPORT AND DATA QUALITY.To provide support, advice, and training for current and new practice staff in the use of the Clinical System.PREMISES AND EQUIPMENTTo be responsible for the general upkeep of the premises, costing reparations and presenting these to the Partners as requested and within the requested timeframe. To annually review maintenance contracts held with outside organisations two months before renewal dates, to include quotes from other providers and preparing comparison information for the PBM in time to make changes if appropriate, when required.To ensure that the practice refrigeration is maintained to the required standard for immunisations/vaccinations and the regular maintenance of this. Auditing that daily temperature monitoring is adhered to. To undertake premises Risk Assessments as laid down in Standard Operating Procedures and to bring to the attention of the Partners & PM any matters arising from them and then to implement any changes required, according to timescales given to them.PERFORMANCE AND QUALITY INDICATORSTo ensure staff are aware of the importance of maintaining disease registers and assist in the validation process.To take part in significant event auditing meetings and ensuring that learning outcomes are addressed and followed through with the appropriate staff.SUPPORT FOR THE PARTNERSThe post holder will support the Partners with any duties they are requested of consummate to their grade. HEALTH AND SAFETYBe responsible for ensuring the H&S manual is up to date and compliant with current legislation and implementing any changes within one month of notification.Ensure staff are trained in their responsibilities in H&S.GENERAL DUTIESEnsuring that the telephone system is operational at the beginning and end of each day in accordance with practice protocol. This includes updating the settings to reflect services, Bank Holiday dates, emergency or out of hours services, training purposes.CONFIDENTIALITY GENERAL DUTIESInformation relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. This duty of care extends beyond the term of any position within the Practice. EQUALITY AND DIVERSITYThe post-holder will support the equality, diversity, dignity, privacy and rights of patients, carers and colleagues.PERSONAL/PROFESSIONAL DEVELOPMENTParticipation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. QUALITYThe post-holder will strive to maintain quality within the practice, and willAlert other team members to issues of quality and risk.Effectively manage own time, workload, and resources.COMMUNICATIONThe post-holder should recognise the importance of effective communication within the team with patients and carers.CONTRIBUTION TO THE IMPLEMENTATION OF SERVICESThe post-holder will apply practice policies, standards, and guidance.OTHERTo carry out other duties that are required within the role as it evolves within the development of the organisation.FLEXIBILITYThis Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder is required to carry out any duties that may reasonably be requested by the Partners or management team.
Job description
Job responsibilitiesOperational
& Line ManagementDirect line management of reception and administrative staff,
including appraisals, performance management, and staff development. Monitoring
and optimising contractual performance. Induct training and manage HR in
relation to staff.Manage daily rotas, sickness, and planned leave dynamically to
ensure front-of-house and call-handling capacity remain fully covered and
patient wait times are minimised.Foster a positive, supportive team culture focused on excellent
patient service.Change
Leadership & Process OptimisationEvaluate existing administrative workflows and identify
operational friction points.Design, test, and implement practical solutions and new systems
to streamline practice operations.Conduct regular operational audits to measure the impact of new
processes, tweaking and refining workflows until peak efficiency and safety are
achieved.
Campaign Logistics & Target Management (QOF & Vaccines)
Oversee the logistical planning, booking schedules, and operational delivery of seasonal vaccination campaigns (e.g., Flu, COVID-19,
routine vaccines).
Manage the administrative workflows supporting QOF (Quality and
Outcomes Framework) targets, ensuring call-back and recall schedules run
smoothly.Operational
Audits & Performance Tracking
Routinely monitor administrative output, recall lists, and operational task queues.
Identify areas falling behind targets early, implement operational fixes, and escalate unresolvable systemic issues to the Partners and PBM.Patient
Experience & Non-Clinical Complaints
Serve as the primary lead for resolving non-clinical patient complaints and informal feedback.
Investigate issues thoroughly, draft response letters under guidance, and implement operational learnings to prevent repeat issues.IT
To support IT in the administration of the Clinical System and other software and ensure the optimal and advanced use of technology to
maximise productivity and efficient processes.
Maintain practice website
and communications with patients and external agencies.
Ensure compliance with
Data Protection legislation.Premises &
CQC Support
Coordinate day-to-day facilities and premises maintenance
(organising contractors, health & safety checks, routine repairs) reporting
to the Partners and PBM.
Assist the PBM and Clinical Lead Nurses
with ongoing CQC compliance and audit readiness.
To support the PBM in the execution of their role, especially in their absence.CORE PRINCIPLESTo ensure confidentiality of information (written, oral and electronic) is always preserved whether at or away from work.To follow practice procedures to ensure that Caldicott Guardian and Security requirements are always met.To follow procedures to ensure compliance with the Data Protection Act 1998 & GDPR.To follow all practice protocols concerned with the maintenance of ethical practice.To be responsible for the day-to-day supervision and management of all reception and admin staff, manage the reception/admin areas and associated functions in accordance with agreed procedures, protocols and time scales, reporting to the Partners as necessary.To respect, support, contribute for implementing commitment to Diversity and Equality of OpportunityTo deal with complaints promptly and according to organisational protocol when required.To demonstrate commitment to Continuing Professional Development.MANAGEMENT SUPPORTDuring Practice and Staff meetings, taking minutes, typing them, and actioning any points thought necessary by the Partners or the PBM.Maintain the Petty Cash: monitored and recorded appropriately.HUMAN RESOURCES, RECORDS AND TRAININGTo aid with the recruitment, induction, and training of new staff.Keep accurate records of all staff annual and sickness leave and to provide information for payroll purposes each month. (payroll in the absence of the PBM)Organise staff rotas to ensure adequate staffing levels: In conjunction with the practice co-ordinator, the forward planning of staffing levels e.g. Staff rotas, holiday rotas and ensure that there is adequate staffing to meet the anticipated workload to cover sickness, time in lieu, training days and holidays for staff and ensuring all duties and workload is covered. Periodically with the PBM, review the staff rota and allocation of duties to ensure the organisation is effectively meeting the practice and patient needs.Be responsible for recording and maintaining the vaccination status including Hepatitis B, Influenza, Covid Vaccination status of all staff.Maintain an accurate log of resuscitation training of all clinical and non-clinical staff and arrange training every year. Maintain an accurate log of e-learning training of all clinical and non-clinical staff and arrange training every year. IT SUPPORT AND DATA QUALITY.To provide support, advice, and training for current and new practice staff in the use of the Clinical System.PREMISES AND EQUIPMENTTo be responsible for the general upkeep of the premises, costing reparations and presenting these to the Partners as requested and within the requested timeframe. To annually review maintenance contracts held with outside organisations two months before renewal dates, to include quotes from other providers and preparing comparison information for the PBM in time to make changes if appropriate, when required.To ensure that the practice refrigeration is maintained to the required standard for immunisations/vaccinations and the regular maintenance of this. Auditing that daily temperature monitoring is adhered to. To undertake premises Risk Assessments as laid down in Standard Operating Procedures and to bring to the attention of the Partners & PM any matters arising from them and then to implement any changes required, according to timescales given to them.PERFORMANCE AND QUALITY INDICATORSTo ensure staff are aware of the importance of maintaining disease registers and assist in the validation process.To take part in significant event auditing meetings and ensuring that learning outcomes are addressed and followed through with the appropriate staff.SUPPORT FOR THE PARTNERSThe post holder will support the Partners with any duties they are requested of consummate to their grade. HEALTH AND SAFETYBe responsible for ensuring the H&S manual is up to date and compliant with current legislation and implementing any changes within one month of notification.Ensure staff are trained in their responsibilities in H&S.GENERAL DUTIESEnsuring that the telephone system is operational at the beginning and end of each day in accordance with practice protocol. This includes updating the settings to reflect services, Bank Holiday dates, emergency or out of hours services, training purposes.CONFIDENTIALITY GENERAL DUTIESInformation relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. This duty of care extends beyond the term of any position within the Practice. EQUALITY AND DIVERSITYThe post-holder will support the equality, diversity, dignity, privacy and rights of patients, carers and colleagues.PERSONAL/PROFESSIONAL DEVELOPMENTParticipation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. QUALITYThe post-holder will strive to maintain quality within the practice, and willAlert other team members to issues of quality and risk.Effectively manage own time, workload, and resources.COMMUNICATIONThe post-holder should recognise the importance of effective communication within the team with patients and carers.CONTRIBUTION TO THE IMPLEMENTATION OF SERVICESThe post-holder will apply practice policies, standards, and guidance.OTHERTo carry out other duties that are required within the role as it evolves within the development of the organisation.FLEXIBILITYThis Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder is required to carry out any duties that may reasonably be requested by the Partners or management team. Person Specification

Qualifications

EssentialA-Level / NVQ Level 4 or equivalent management/operational experience.GCSE English & Maths (Grade C/4 or above).Management or leadership qualification (e.g., ILM Level 3/5).CQC or Health & Safety compliance training.NHS Primary Care experience preferable.DesirablePrevious experience of managing staff in a GP Practice with practical knowledge of QOF and Primary Care NHS targets.Experience of management within the NHS, particularly in Primary Care.

Experience

EssentialExperienceProven track record in line management and team leadership.Demonstrated experience in process improvement (designing, implementing, auditing, and refining workflows).Experience in dynamic resource allocation (managing rotas, staff sickness, and service cover under pressure).Experience handling customer/patient complaints and conflict resolution.Experience working within NHS Primary Care, General Practice, or healthcare settings.Experience coordinating large-scale campaign logistics (e.g., vaccination drives or targets).Skills & AttributesStrong change management mindset: proactive, solution-oriented, and adaptable.Excellent interpersonal, communication, and team-building skills.High level of IT literacy and data management confidence.Strong problem-solving ability with meticulous attention to detail.Familiarity with clinical systems (e.g., SystmOne)Understanding of QOF logistics and primary care operational metrics.DesirablePrevious experience of managing staff in a GP Practice with practical knowledge of QOF and Primary Care NHS targets.
Person Specification

Qualifications

EssentialA-Level / NVQ Level 4 or equivalent management/operational experience.GCSE English & Maths (Grade C/4 or above).Management or leadership qualification (e.g., ILM Level 3/5).CQC or Health & Safety compliance training.NHS Primary Care experience preferable.DesirablePrevious experience of managing staff in a GP Practice with practical knowledge of QOF and Primary Care NHS targets.Experience of management within the NHS, particularly in Primary Care.

Experience

EssentialExperienceProven track record in line management and team leadership.Demonstrated experience in process improvement (designing, implementing, auditing, and refining workflows).Experience in dynamic resource allocation (managing rotas, staff sickness, and service cover under pressure).Experience handling customer/patient complaints and conflict resolution.Experience working within NHS Primary Care, General Practice, or healthcare settings.Experience coordinating large-scale campaign logistics (e.g., vaccination drives or targets).Skills & AttributesStrong change management mindset: proactive, solution-oriented, and adaptable.Excellent interpersonal, communication, and team-building skills.High level of IT literacy and data management confidence.Strong problem-solving ability with meticulous attention to detail.Familiarity with clinical systems (e.g., SystmOne)Understanding of QOF logistics and primary care operational metrics.DesirablePrevious experience of managing staff in a GP Practice with practical knowledge of QOF and Primary Care NHS targets. xsabvtc 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 nameElm Tree SurgeryAddress22B Westbury StreetThornabyStockton-on-teesTS17 6PGUnited KingdomEmployer's websiteEmployer detailsEmployer nameElm Tree SurgeryAddress22B Westbury StreetThornabyStockton-on-teesTS17 6PGUnited KingdomEmployer's website