Management Support Officer in Stourbridge

We are seeking a motivated, organised, and reliable individual to join Wychbury Medical Group. This varied role provides essential support to the leadership team, including arranging meetings, preparing agendas, taking confidential minutes, and assisting with HR, training, governance, and health and safety processes. The post holder will also support the management of patient feedback and complaints, ensuring issues are handled sensitively, professionally, and efficiently, contributing to positive outcomes and service improvements. Flexibility and responsibility are required, including acting as a key holder on occasion to facilitate Saturday premises checks and property maintenance, ensuring the practice remains safe and operational. This role is ideal for someone proactive, attentive to detail, and committed to supporting a patient-focused and efficient practice.

About Us: Wychbury Medical Group is a large, well-established GP practice serving approximately 23,000 patients across three sites. The role is primarily based at Wychbury Medical Centre, with occasional requirements to attend our other two sites; all locations are within a 3-mile radius. We have a large, friendly, and supportive administration team, the majority of whom are based at Wychbury Medical Centre. Teamwork, mutual respect, and a patient-centred approach are central to how we work, and new colleagues are welcomed and supported as part of the wider practice team. The practice was rated Good by the CQC in November 2025, reflecting our ongoing commitment to delivering safe, effective, and high-quality care to our patients. We value reliability, flexibility, and a positive attitude and aim to provide a supportive working environment with opportunities to develop skills and contribute to the continued improvement of our services.

Key Responsibilities:

• Act as a key point of contact for patients and carers, providing non-clinical advice and support; manage feedback and complaints in a timely, sensitive, and professional manner, including investigation, resolution where possible, and appropriate escalation to senior management.
• Work collaboratively with clinical and managerial teams to resolve concerns and maintain accurate up-to-date complaints and feedback records in line with organisational policy, governance requirements, and data protection legislation.
• Coordinate Significant Event Analysis, ensuring timely follow-up of action items and reporting significant events involving other healthcare providers via Datix.
• Provide administrative support to the Management Team, including scheduling meetings, booking rooms, preparing agendas, confidential minute taking, and ensuring follow-up of action items.
• Support recruitment and HR processes, including maintaining up-to-date personnel files, onboarding documentation, training records, scheduling appraisals, completing monthly workforce audits, and maintaining records on TeamNet.
• Support the planning and coordination of mandatory and role-specific training, including reminders and tracking completion.
• Assist with compliance against CQC, GDPR, DSPT and other regulatory frameworks.
• Prepare staff communications and updates.
• Support health and safety processes including incident reporting, building maintenance, repairs and services, ensuring compliance with health and safety regulations under management guidance.
• Undertake other duties as required in line with service needs, workload and staffing levels.

Qualifications & Experience:

• Essential: Good standard of education including GCSE Maths and English at Grade C or above or equivalent qualifications such as Functional Skills Level 2 in Maths and English.
• Experience of working with the general public.
• Experience of secretarial or administrative work including preparation of meeting agendas and accurate minute taking.
• Excellent verbal and written communication skills.
• Competent in the use of Microsoft Office applications including Outlook.
• Effective time management skills with the ability to plan and organise workload.
• Ability to solve problems and process information accurately and effectively.
• Ability to use own initiative and exercise discretion and sensitivity.
• Ability to work effectively both as part of a team and autonomously.
• Good organisational skills with the ability to utilise resources effectively.
• Clear and polite telephone manner.
• Motivated, proactive, flexible and cooperative approach to work.
• Ability to work with people from all backgrounds, demonstrating respect for diversity and different lifestyles.
• Understanding of safeguarding adults and children.
• Ability to demonstrate personal accountability, emotional resilience and the ability to work well under pressure.
• Knowledge of and ability to work in line with key policies and procedures.
• High levels of integrity and professionalism.

Desirable:

• Ability to remain sensitive and empathetic when dealing with distressing or challenging situations.

Other Requirements:

• Satisfactory Disclosure and Barring Service (DBS) check.
• Access to own transport and ability to travel across the locality.
• Flexibility to work outside core office hours including occasional early morning, evening, or Saturday work.