Practice Operations Manager
| Company: | NHS Jobs |
|---|---|
| Salary: | Negotiable |
| Hours: | Full-time |
| Location: | London, SW13 0LW |
| Job type: | Permanent |
| Posting date: | 9 Aug 2026 |
| Closing date: | 28 Aug 2026 |
Summary
Practice Operations Manager The Practice Operations Manager is a senior operational leadership role responsible for the day-to-day management of Practice operations, workforce planning, recruitment, staff development and performance management. Working closely with the Practice Manager and GP Partners, the postholder will lead the Reception and Administration teams and play a central role in ensuring the Practice is appropriately staffed, effectively managed and able to provide safe, efficient and high-quality services to patients. The successful candidate will be responsible for: Operational Leadership Providing day-to-day leadership and management of Reception and Administration teams. Ensuring administrative and patient-facing services are delivered efficiently, professionally and safely. Monitoring operational performance, identifying service pressures and implementing practical solutions. Acting as the first point of escalation for operational and administrative issues. Supporting and delivering organisational change and service improvement initiatives. Workforce Planning, Recruitment and People Management Managing workforce planning and staffing levels across the Practice. Identifying and addressing staffing shortages and service capacity issues. Coordinating recruitment, onboarding and employment compliance processes. Issuing contracts of employment and maintaining employment documentation. Conducting appraisals, one-to-one meetings and probation reviews. Supporting staff development, performance management and workforce wellbeing. Developing workforce capability and supporting succession planning. Appointment Capacity and Service Delivery Monitoring appointment demand, utilisation and capacity. Supporting the development of appointment systems and access models. Coordinating vaccination programmes and clinics. Ensuring patient invitations, recalls and clinic administration are completed effectively. Supporting delivery of Quality and Outcomes Framework (QOF), enhanced services and other contractual priorities. Monitoring performance and producing reports and recommendations for improvement. GP Trainee Administration Coordinating all administrative aspects of GP trainee placements. Supporting trainee inductions, timetables and reporting requirements. Liaising with GP Trainers, Deaneries and relevant organisations. Providing feedback to trainers regarding operational and administrative matters affecting trainee placements. Complaints, Significant Events and Governance Managing the administrative aspects of the Practice complaints process. Preparing acknowledgements and draft responses in accordance with NHS guidance. Investigating and resolving complaints wherever possible. Maintaining complaints registers and tracking systems. Preparing the initial NHS Annual Complaints Return. Leading and supporting investigations into Significant Events and ensuring resulting actions are completed. Supporting quality improvement, risk management and organisational learning. Training and Process Development Developing and maintaining training materials, manuals and Standard Operating Procedures. Coordinating induction programmes for new staff. Monitoring training requirements and compliance across the Practice. Supporting the Practice Manager and Partners in workforce development planning. IT, Telephony and Digital Services Managing the day-to-day operation of IT, telephony and digital systems. Liaising with external suppliers and support providers. Monitoring telephony performance and service quality. Supporting implementation of new systems and digital initiatives. Patient Engagement, Website and Digital Access Maintaining the Practice website and digital communications. Promoting and increasing utilisation of the NHS App and other digital services. Supporting patient engagement and participation activities. Acting as Practice lead for the Patient Reference Group. Coordinating patient feedback and supporting service improvements arising from patient engagement. Premises, Health & Safety and Business Continuity Supporting business continuity planning, testing and emergency preparedness. Coordinating fire drills and ensuring fire alarm testing is undertaken. Monitoring premises standards, cleanliness and contractor performance. Acting as Infection Control Administrative Lead alongside clinical leads. Coordinating maintenance and security issues and supporting contractor management. Undertaking day-to-day monitoring of health and safety compliance. Information Governance and Compliance Supporting compliance with UK GDPR, Information Governance and confidentiality requirements. Monitoring compliance with Practice policies and regulatory requirements. Supporting CQC readiness, audits and governance activities. Maintaining compliance documentation and associated records. The postholder will be expected to demonstrate initiative, independent judgement and strong problem-solving skills whilst operating within agreed governance arrangements. Significant operational, staffing, financial or organisational changes must be approved by the Practice Manager and/or Partners before implementation. This is a predominantly on-site leadership role requiring a visible management presence within the Practice. The successful candidate will be expected to demonstrate flexibility in responding to operational pressures and may occasionally be required to provide support or be contactable outside normal working hours where necessary to ensure the effective running of the Practice.