Admin / Office Manager in Gateshead

This is an exciting opportunity to take on a key leadership role at the heart of a busy and supportive GP practice. As our Admin / Office Manager, you’ll play a vital part in shaping how the practice runs day to day, leading a dedicated team of reception and administrative staff while making a real difference to patient experience. We’re looking for someone who enjoys working in a fast‑paced environment, thrives on organising and improving systems, and takes pride in developing and supporting others. In return, you’ll be part of a friendly, professional team where your ideas are valued and your contribution has a direct impact on the quality of care we provide.

Main duties of the job

• Team Leadership & Management
  • Lead, supervise, and support the reception and administrative team
  • Manage staff rotas, attendance, and day‑to‑day performance
  • Provide training, mentoring, and appraisals to ensure staff development
  • Promote a positive, professional, and patient‑focused team culture
• Operational Management
  • Oversee the smooth running of front‑of‑house and administrative functions
  • Ensure effective appointment systems and patient access to services
  • Monitor workflows and implement improvements to enhance efficiency
• Patient Services
  • Maintain high standards of patient care and customer service
  • Support the team in handling complex or sensitive patient queries and complaints
  • Ensure the reception service is welcoming, efficient, and responsive
• Administration & Systems
  • Oversee clinical system use (e.g., EMIS) and administrative processes
  • Ensure accurate data management, record keeping, and document handling
  • Monitor and manage incoming correspondence, referrals, and reporting
• Compliance & Governance
  • Ensure adherence to NHS guidelines, practice policies, and CQC standards
  • Maintain confidentiality and ensure compliance with GDPR/data protection
• Communication & Liaison
  • Act as a key link between GPs, clinical staff, and administrative teams
  • Communicate effectively with external organisations (e.g., NHS bodies, hospitals)
  • Contribute to practice meetings and support service planning

About us

The practice has 12,200 patients in a partially deprived area. Our team consists of five GP partners, five salaried GPs, three practice nurses, one nursing associate, three health‑care assistants, 17 administrative staff (split between admin and reception), two pharmacists and our PCN colleagues (pharmacists, counsellors, mental‑health practitioners, paramedics, social prescribers). We enjoy the work but it is busy and can be demanding, so there is plenty of support from the team. A good supply of refreshments helps and the partners provide food regularly for the team as a thank‑you. As we are an agenda for change your pay will always go in line with the government % increase. We offer up to 33 days annual leave after service and give you your birthday off on top of this. We also have salary‑sacrifice schemes. We aim to deliver the best possible service whilst maintaining the healthiest wellbeing balance as possible.

Primary responsibilities

The following are the core responsibilities of the Office Administration Manager. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

• Oversee the administration and support operations of the practice, ensuring staff achieve their primary responsibilities
• Line‑manage all administrative staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
• Completing staff appraisals as required
• Identifying and delivering team training where required
• Compiling administration staff rotas
• Reviewing and updating all administrative and reception policies and procedures as required
• Developing, implementing and embedding efficient office processes and procedures to adhere to extant legislation
• Coordinating the provision of temporary administrative and reception staff – ensuring sufficient cover is provided for periods of leave and other staff absences
• Coordinating building maintenance works following guidance from the Practice manager
• Updating the appointment system to reflect leave and other approved absences
• Providing initial guidance and advice to patients who wish to verbally complain
• Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately

Secondary responsibilities

• Partake in audit as directed by the audit lead
• Coordinate and produce meeting agendas and record the minutes of meetings
• Monitor and promote the use of the Friends and Family Test
• Champion continuous improvement, encouraging staff to participate and make suggestions for continuous improvement initiatives
• Assist with QOF targets
• Schedule and take minutes for the Patient Participation Group meetings

Person Specification

Experience Essential

• Experience of working in a GP practice
• Significant experience of leading/managing a team
• Experience of appraisals / 121s and performance management / development of staff

Qualifications Essential

• GCSE English (C or above) and at least three other subjects

Desirable

• Educated to A level / equivalent or higher, with relevant experience
• AMSPAR qualification
• NVQ Level 2 in Health and Social Care or Business Admin
• Leadership and/or management qualification

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.