Role Overview
We are seeking an experienced day-to-day Operational Lead to support the daily running of our GP practice’s non-clinical team. This key leadership role will oversee operational activities, provide day-to-day support and guidance to non-clinical staff, and assist the Practice Manager with HR and administrative responsibilities, ensuring services run efficiently and effectively.
The successful candidate will also act as a liaison for patients requiring additional support, helping to manage and resolve routine patient concerns and lower-level complaints in a compassionate, professional, and timely manner, while appropriately escalating more complex matters.
This role requires strong leadership skills, excellent communication, and the ability to foster a positive and supportive environment for both staff and patients.
Key Responsibilities
Operational Leadership
· Support the day-to-day management and running of the non-clinical reception and administration teams.
· Provide day-to-day guidance and support to staff, promoting a positive, collaborative, and supportive team culture.
· Monitor team performance and identify opportunities for service improvement and operational efficiency.
· Support workflow management to ensure services are delivered effectively and efficiently.
· Assist in prioritising workloads and responding to operational pressures to maintain high standards of patient service.
· Support the Practice Manager in implementing and maintaining effective systems and processes.
HR Responsibilities
· Support the Practice Manager with staff onboarding, inductions, and workforce administration.
· Assist with coordinating recruitment administration and new starter processes where required.
· Maintain confidential staff records and personnel documentation in line with GDPR requirements.
· Organise and coordinate staff sickness cover to ensure service continuity and adequate staffing levels.
· Support sickness absence management, return-to-work meetings, and staff wellbeing discussions.
· Assist the Practice Manager with one-to-one meetings, probation reviews, annual appraisals, and staff performance discussions.
· Provide administrative and operational support with HR matters in line with practice policies and employment legislation.
· Handle sensitive staff matters with professionalism, discretion, and confidentiality.
Patient Liaison and Complaints
· Support patient engagement and patient experience initiatives.
· Assist with non-clinical patient concerns and complaints.
· Work alongside the Practice Manager to coordinate complaint investigations and responses.
· Identify themes from feedback and support service improvements.
Governance and Compliance
· Maintain the highest standards of confidentiality at all times in relation to staff, patient, and practice information, ensuring sensitive information is handled with professionalism, discretion, and in accordance with GDPR requirements.
· Ensure compliance with practice policies, data protection regulations, employment legislation, and all relevant governance requirements.
· Support audits, operational reporting, and documentation processes to ensure compliance and continuous improvement.
· Promote professional standards and ensure adherence to practice policies and procedures across the non-clinical team.
Essential Skills & Experience
· Previous supervisory, team leader, or management experience.
· Experience leading or supporting teams within a healthcare, primary care, or patient-facing environment.
· Knowledge and understanding of HR processes, employment practices, and the importance of maintaining confidentiality.
· Strong understanding of GDPR and handling sensitive information appropriately.
· Excellent communication, interpersonal, and organisational skills.
· Ability to prioritise and manage competing demands in a fast-paced environment.
· Ability to work under pressure while maintaining professionalism and high standards of service.
· Strong problem-solving skills with a proactive and supportive approach.
Personal Attributes
· Compassionate, approachable, and supportive towards both patients and colleagues.
· Professional, reliable, and highly trustworthy, with the ability to handle sensitive and confidential information appropriately.
· Strong leadership, interpersonal, and communication skills.
· Proactive, organised, and solution-focused with a positive approach to problem-solving.
· Able to work calmly and effectively under pressure within a busy GP practice environment.
· Flexible, adaptable, and committed to supporting high standards of patient care and service delivery.
This is an exciting opportunity to play a key role in supporting staff, improving patient experience, and contributing to the smooth operation of a busy GP practice.
Pay: From £14.50 per hour
Work Location: In person
