Job Summary
Harbury and Bishops Itching Surgeries are seeking an Operations Manager to lead and coordinate the day-to-day operational running of the practice, ensuring smooth delivery of administrative, reception, care navigation, and secretarial services. The Operations Manager will act as a visible and approachable first point of contact for staff queries, on-the-day issues, complaints, rota concerns, and workflow challenges. They will optimise efficiency, improve staff experience, and enhance patient access whilst acting as a bridge between front-line operational teams and the Practice Manager.
They must possess a working understanding of Care Navigation, Reception, and Docman processes—able to step in when required—and have a high-level operational understanding of how all support functions integrate to enable excellent patient experience and effective clinical care.
Key Duties and Responsibilities
Operational Leadership
- Oversee and manage all on-the-day and day-to-day operational activities of the administrative, reception, secretarial, and care navigation teams.
- Be physically present in the downstairs workspace, providing visible leadership, problem-solving, and responsive support.
- Act as the first point of contact for staff regarding operational queries, rota changes, workflow challenges and daily concerns.
- Maintain a high-level, integrated understanding of practice operations, including appointment systems, triage, referral processes, document management, and patient flow.
Practical Capability & Frontline Support
- Able to practically undertake and support Care Navigation, Reception, Docman, workflow management, and administrative tasks when needed (e.g. short staffing, training, troubleshooting).
- Provide coaching, mentoring, and hands-on support to new or developing staff.
Staff Support and Management
- Provide daily supervision, support, and guidance to non-clinical teams.
- Support induction, mentoring, informal training, and development of staff.
- Participate in appraisals, informal performance coaching, and wellbeing support.
- Promote a culture of communication, teamwork, efficiency, and respect.
Service Improvement
- Identify inefficiencies and lead improvements in customer service, workflow, communication, and staff coordination.
- Optimise processes for workflow management, referrals, clinical document handling, appointment booking, and call handling.
- Promote standardised templates, processes, and digital resources to improve quality and consistency.
Complaints, Feedback and Issue Resolution
- Act as first point of call for informal complaints and service issues from staff and patients.
- Resolve at the operational level where appropriate and escalate complex or formal matters to the Practice Manager.
- Help implement learning from complaints and feedback.
Rota and Staffing Coordination
- Manage non-clinical staff rotas, including daily changes, sickness cover, and workload allocation.
- Ensure adequate staffing levels across operational functions.
Communication and Liaison
- Ensure timely dissemination of updates, notices, and procedural changes to frontline staff.
- Bridge communication between Practice Manager and operational teams.
- Promote upward feedback to senior management on operational challenges and improvements.
Quality, Safety and Patient Experience
- Promote high standards of customer service, efficiency, and professionalism.
- Monitor interaction quality, call handling, and signposting, providing feedback to staff.
Working Conditions
- Part-time/Full-time, 30-37.5 hours per week
- Some flexibility required to support operational needs
- Pay £16-£18 per hour depending on experience
- The job advertisement may be withdrawn early if the right candidate is found before the application deadline.
Pay: £16.00-£18.00 per hour
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Location:
- Leamington Spa CV33 9HR (preferred)
Work Location: In person
