Operational Support Officer in Skelmersdale

Location: Predominantly office based at our office in Upholland.

Reports to: Operations Manager

Hours: 30 hours per week

This vacancy will close on Thursday 25th June

Working within the OWLS Corporate Team and Service Lines, the role will involve supporting essential business in relation to centralised systems including:

• central Office (HQ) oversight
• data processing/analytics
• designing and monitoring compliance processes
• TeamNet Reports
• compliance Communication

The role will predominantly be based at our office in Upholland, West Lancashire.

This Job Description is draft, based on current understanding of the requirements for the role. The Operational Support role will work closely with the Operations Manager and the Chief Officer. The Job Description will be reviewed when the successful candidate is in place.

Main duties of the job

The post holder will be responsible for the central coordination and management of the compliance calendar and activities.

They will provide OWLS with a consistent point of contact on the development and implementation of corporate systems that require ongoing administration.

The post-holder will be the main point of contact for the Central Office and oversee the organisation HQ standards in relation to Health & Safety, accessibility and organised environment for OWLS staff and external visitors.

They will work in collaboration with OWLS CIC to deliver a coordinated and high-quality system that supports the resilience and compliance of the organisation.

The post holder will provide input, skills and knowledge to the wider service lines linking with data reports, compliance and communications.

The role requires building and maintaining relationships with the Central OWLS Team, employees, external colleagues and contractors.

The post holder will have demonstrable high levels of system management and organisation.

In addition, the post holder will contribute to the development of the OWLS CIC and will participate in new initiatives and training as required.

Job responsibilities

Central Office

• Oversee the office environment and ensure Health & Safety is adhered to, including risk assessments.
• Ensure the office is equipped as required.
• Liaise with the contractor in relation to cleaning.
• Liaise with the Excel Practice as the landlord for any related matters.
• Ensure on site storage is secure and monitoring systems are in place.
• Act as point of contact for enquiries regarding the premises.
• Facilitate accessibility for staff and contractors as required.
• Escalate any risks/incidents and support remedial actions.
• Attend the HQ on a frequent basis to oversee and monitor stock levels, environment and maintain the required standards.

Governance Systems

• Provide the Exec/SMT with systems of assurance including reports on compliance.
• Manage the calendar of governance activities to comply with regulations (e.g. DSE).
• Coordinate Health & Safety activities and required compliance.
• Liaise directly and hold the SMT and staff accountable regarding meeting compliance expectations.
• Contribute to problem solving and streamlining systems to reduce over activity and duplication.
• Manage the central organisational policy cycle process from development, dissemination and review.
• Support the Exec/SMT with compliance system administration including DPSIT.
• Manage and maintain the central tracking of incidents, complaints, safeguarding and data breaches.
• Conduct spot check audits (e.g. p-files) and provide reports on findings and actions required.
• Administrate Teamsnet and platforms for the dissemination of information and recording of organisational compliance.
• Coordinate the review and management of the shared drive folders including secure and restricted access.
• Contribute to HR processes on behalf of Exec team.
• Enable Health & Safety compliance through centralised systems.
• Act as a point of liaison for external contractors on Data Protection/Governance, HR and Health & Safety.
• Administer Exec/Board meetings as required, moving towards exploiting digital technologies.
• Liaise with the Exec Team regarding organisational activities and your workplan.
• Carry out ad hoc assignments at the direction of the Exec Team.

Communication

• It is a requirement of the role to liaise internally and externally on behalf of the organisation via telephone, face-to-face, online meetings and email.
• The post holder will be required to maintain a confident professional manner through all communications.
• Ability to travel to a variety of venues is required when conducting business on behalf of OWLS CIC.
• It is a role that will be involved with highly sensitive information and confidentiality must always be upheld.

Person Specification

Knowledge and Skills

• Excellent communication skills (written, oral and presenting).
• Proven facilitation and coordination skills.
• Competent in the use of MS Office and Outlook.
• Ability to prioritise, delegate and work to tight deadlines in a fast‑paced environment.
• Problem solver with the ability to process information accurately and effectively, interpreting data as required.
• Ability to use own initiative, discretion, and sensitivity.
• Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity.
• Ability to work as a team member and autonomously.
• Sensitive and empathetic in distressing situations.
• Ability to exploit opportunities to enhance digital solutions.
• Ability to influence colleagues with a solutions‑focused approach.
• Effective time management (planning and organising).
• Good organisational skills.
• Ability to effectively utilise resources.
• Punctual and committed to supporting the team effort.
• High levels of integrity and loyalty.
• Ability to network and build relationships.
• Flexible, cooperative and motivated.
• Confident, assertive and resilient.
• Ability to drive and deliver change effectively.
• Ability to use initiative and judgement.
• Ability to motivate teams, enhance morale and maintain a positive working environment.
• Understanding of safeguarding adults and children.
• Demonstrate personal accountability, emotional resilience and the ability to work well under pressure.
• Ability to implement and embed policies and procedures.

Other Requirements

• Flexibility to work outside core office hours.
• Full UK driving licence.

Qualifications

• A good standard of education, with an expectation of NVQ level 3 or equivalent in business support/administration.

Experience

• Experience of working within Primary Care/Healthcare.
• Experience of working with Governance Systems.
• Experience of successfully developing and implementing projects.
• Experience of data extraction, review and analysis.
• Experience in the use of digital technologies within the workplace.
• Experience of undertaking audits.
• HR understanding and experience.
• Experience of health and safety requirements and needs within a small business.
• Experience of producing agendas and minutes.

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.

Depending on experience £26,500 - £30,500 WTE depending on experience.

About us

Employment will be with Out of Hours West Lancashire CIC Limited (OWLS). We host roles on behalf of the three West Lancashire Primary Care Networks (PCNs) and their member practices.

OWLS is a small GP‑owned and led not‑for‑profit primary care organisation run by GPs and health professionals. As a not‑for‑profit organisation all the money we generate through service contracts is reinvested in providing patient care.

We were founded in the 90s by a small group of GPs to provide high quality out of hours services. In 2017, we became the West Lancashire GP Federation. The Federation supports and provides services directly and with partners, for West Lancashire GP practices and provides a vehicle to bid for and provide primary care services.

Northern Parishes PCN brings together five GP practices with a combined list size of 29,796. The GP practices that you will support in this role are: Burscough Family Practice, Lathom House, Stanley Court Surgery, Parbold Surgery and Tarleton Family Practice.

Ormskirk PCN brings together four GP practices with a combined list size of 29,927. The GP practices that you will support in this role are: Aughton Surgery, The Elms, Ormskirk Medical Practice and Parkgate Surgery.

Skelmersdale PCN brings together six GP practices with a combined list size of 57,705. The GP practices that you will support in this role are: Ashurst Primary Care, Beacon Primary Care, Dr Bisarya & Partners, Excel Primary Care, Hall Green Surgery and Manor Primary Care.