Job summary
The primary purpose of this role is to ensure that systems, structures and processes that are in place are delivering the smooth and efficient day to day running of the site. Directly responsible for supporting the Deputy Operations Manager and their colleagues, to ensure we deliver excellent services and care for our patients.
Main duties of the job
The Operational Site Lead plays a key role in ensuring the smooth and efficient day-to-day running of the site, supporting the Deputy Operations Manager to deliver high-quality patient services. The post holder is responsible for leading and supporting the Patient Services Advisor team, providing hands-on assistance where needed, and managing resources in real time to meet patient demand.
This role involves overseeing daily operational activities, including reception cover, administrative processes, IT issue resolution, and estates and facilities management, ensuring a safe and well-maintained environment for both patients and staff. The Operational Site Lead promotes excellent communication across the site and wider organisation, supports the implementation of new processes, and contributes actively to team and site meetings.
A strong focus is placed on customer service, staff support, and maintaining a positive working environment. The role also requires handling complaints professionally, anticipating operational challenges such as staffing or capacity issues, and ensuring stock levels and site presentation are maintained.
Additionally, the post holder supports staff training and induction, contributes to service improvement initiatives, and helps monitor performance against key frameworks such as QOF. Overall, the role is essential in driving efficiency, supporting colleagues, and ensuring the delivery of high standards of care.
Why join us?
- Opportunity to shape and develop within a growing organisation
- Work closely with senior leadership and influence service delivery
- Be part of a supportive team focused on improving patient care
Job Role & Purpose
The primary purpose of this role is to ensure that systems, structures and processes that are in place are delivering the smooth and efficient day to day running of the site. Directly responsible for supporting the Deputy Operations Manager and their colleagues, to ensure we deliver excellent services and care for our patients.
Key Duties & Responsibilities
With strong organisational and communication skills your responsibilities will include:
- Leading and line managing the Patient Services Advisors, while also providing cover and hands on support when needed to ensure smooth service delivery.
- Moving resources in the moment to ensure that contact volume is met with the correct level of resource.
- You will work closely with the Deputy Operations Manager to ensure that all site daily tasks are carried out, including, but not limited to.
- Sorting on-site IT issues
- Ensuring appropriate reception cover
- Completion of administrative tasks within the practice
- Responsible for overseeing day to day estates and facilities activity on site, ensuring the environment is well maintained, safe, and supports colleagues to do their best work.
- Upholding of company standards.
- Maintaining excellent communication across the site and with others in Aspiro
- Helping the Deputy Operations Manager implement new processes and procedures and supporting the team during the implementation phase.
- Taking a positive active and / or administrative role in site meetings where required
- Assisting the reception team with their role providing help and support where required, assisting with training, and taking note and acting on feedback from colleagues.
- Promoting and demonstrating excellent customer service
- Supporting colleagues to maintain an efficient, hardworking and friendly working environment
- Able to handle verbal complaints.
- Helping the Deputy Operations Manager by anticipating potential problems such as shortages of staff, appointment availability and potential room availability issues
- Providing reception / telephone call cover where required
- Ordering stock and keeping an overview of stock levels to ensure a sufficient supply.
- Having an overview of the upkeep of notice boards and general reception / waiting areas to ensure there is up to date information and that general housekeeping is to the correct standard
- Assisting in the induction and training of new staff
- Helping to monitor and oversee the annual review booking required for Quality Outcomes Framework and other enhanced services
Performance Standards
- Evidence of Leading By Example and acting as a Role Model for colleagues
- Daily tasks are carried out within agreed timeframes
- Positive evidence of involvement in Site, Team and Group meetings
- Evidence of site operating efficiently with relevant communications present and understood in a variety of formats.
Job Description Reviews
This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post holder commensurate with their position. This description will be open to regular review and may be amended in the light of developing or changing services, or as part of an individual performance review process. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of Aspiro.
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Experience
Essential
- 2+ years experience of working in customer service 2+ years experience of working in a leadership role
Desirable
- Experience of working in a healthcare setting
Skills & AbilitiesEssential
- Excellent organisation skills.
- Strong interpersonal and verbal communication skills.
- Problem solving, reacting quickly to unforeseen situations.
- Able to work both independently and within a great team.
- Technology proficiency.
- Strong customer service skills.
- Stock management.
Qualities/AttributesEssential
- Flexible in adapting to changing circumstances.
- Team-oriented to ensure achievement of team goals.
- Emotional intelligence to maintain a positive work environment and handle complaints effectively.
- Responsibility over tasks and being accountable for outcomes.
- Pro-activity by anticipating problems and addressing them before they arise.
- Dependability.
Job Types: Full-time, Permanent
Pay: £14.50 per hour
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
Work Location: In person
