Job Title:Operations Manager (Non-Clinical)
Service Line/Location:OWLS Central Team
Reports to: Chief Officer
Location:Our office based in Upholland with regular travel across West Lancashire (please note there is little opportunity for home working in this role)
Hours:26.25 hours per week
Salary:£38,000 to £45,000 WTE depending on experience
This vacancy will close on Wednesday 17th June 2026.
Please apply on NHS jobs - https://www.jobs.nhs.uk/candidate/jobadvert/B0349-26-0022
We reserve the right to close this vacancy early if we receive sufficient applications for the role.
Main duties of the job
This Job Description is draft, based on our current understanding of the requirements for the role. This role will work closely with the Chief Officer and alongside the Clinical Lead. Job Descriptions will be reviewed and aligned as roles are filled.
About us
Employment will be with Out of Hours West Lancashire CIC Limited (OWLS). We host roles on behalf of the three West Lancashire Primary Care Networks (PCNs) and their member practices.
OWLS is a small GP owned and led not-for-profit primary care organisation run by GPs and health professionals. As a not-for-profit organisation all the money we generate through service contracts is reinvested in providing patient care.
We were founded in the 90s by a small group of GPs to provide high quality out of hours services. In 2017, we became the West Lancashire GP Federation. The Federation supports and provides services directly and with partners, for West Lancashire GP practices and provides a vehicle to bid for and provide primary care services.
Northern Parishes PCN brings together five GP practices with a combined list size of 29,796. The GP practices that you will support in this role are: Burscough Family Practice, Lathom House, Stanley Court Surgery, Parbold Surgery and Tarleton Family Practice.
Ormskirk PCN brings together four GP practices with a combined list size of 29,927. The GP practices that you will support in this role are: Aughton Surgery, The Elms, Ormskirk Medical Practice and Parkgate Surgery.
Skelmersdale PCN brings together six GP practices with a combined list size of 57,705. The GP practices that you will support in this role are: Ashurst Primary Care, Beacon Primary Care, Dr Bisarya & Partners, Excel Primary Care, Hall Green Surgery and Manor Primary Care.
Job description
Leadership
You will be part of the OWLS Senior Management Team. You will
- Act as a role model for OWLS values
- Provide strong operational leadership across OWLS Core Services (Enhanced Access, Social Prescribing, Population Health and the Training Hub, working closely with service line leads
- Attend OWLS internal management and governance meetings and provide data and information in relation to the operational activities, risks, challenges and management
- Take an active role in our Oversight meetings to ensure quality service delivery across OWLS Core Services introducing and encouraging a strong reliance on internal and external data and analysis from service leads
- Conduct employee management in relation to performance, sickness management and grievances across OWLS Core Services
- Undertake and / or support investigations as required across the organisation, including within PCNs where an independent resource is required.
Service Delivery Management
You will be the lead responsible for the quality and safety of service delivery, you will:
- Be accountable for the effective delivery of the current Access Services and future direct service contracts
- Manage all workforce systems and ensure effective recruitment, induction and staff retention for our Access Services
- Lead and line manage the Service Coordinators for our Access Services
- Lead the oversight and reporting of OWLSs Core Services ((Enhanced Access, Social Prescribing, Population Health and the Training Hub) to ensure quality service delivery and reporting, to contract and cost across OWLS Core Services.
- Use of key metrics and data to actively demonstrate compliance and where this exists variance to standard and interpretation and planned response to variation.
- Identify areas for process enhancement, optimise workflows, and implement best practice to increase productivity and quality across OWLS Core Services
- Oversee cycles of audits and checks within the Access Services.
- Conduct a cycle of reporting against KPIs
- Maintain and develop our Business Continuity Plan and associated training to ensure service resilience.
Contract, Relationship and Financial Management
- Maintain effective and active relationships with key customers, including the PCNs, and act as the key customer contact point
- Monitor contract compliance against pre-determined key performance and quality indicators e.g. required hours versus actual and develop, agree and implement remediation plans for any under-delivery
- Report internally and externally on contract performance and compliance as required
- Appraise data and information to support service delivery planning in conjunction with the Clinical Lead e.g. clinical skill mix
- Engage with our Primary Care Networks to understand any short-term service requirements e.g. additional winter clinics and support service mobilisation
- Assess new business / service opportunities for viability e.g. any services required by practices arising out of Local Enhanced Service specifications in conjunction with the Clinical Lead and the Finance Director
- Lead on the mobilisation of new services supported by the Clinical Lead, including developing Standard Operating Procedures .
- Monitor budgets and ensure efficient and effective use of resources within contracts
Compliance & Governance
Supported by our Business Support Officer you will develop and maintain operational systems and procedures to ensure that OWLS complies with all legal and regulatory requirements ensuring we mitigate operational and clinical risks. You will:
- Ensure that our CQC Registered Services, remain complaint, with adherence to regulatory requirements embedded in service delivery with demonstrable evidence in place across the five pillars - Safe, Effective, Caring, Responsive and Well-led services*.
- Act as the named lead and point of contact for Safeguarding and Complaints
- Lead on the implementation and ensure adherence to Health & Safety regulatory compliance across the range of standards, supported by the Office Manager
- Monitor and ensure compliance of the staff within Access Services with the Quality Assurance Requirements including Mandatory Training, Clinical Supervision, Clinical Audits, Appraisals, Professional Registers and Indemnity.
- Act as point of contact for any incidents that occur within OWLS Services (Access Services, Population Health, Social Prescribing & Training Hub)
- Facilitate and conduct investigations, implement service improvements which reflect learning.
- Respond to complaints and link with internal executives and external commissioners and national reporting as required based on severity.
- Submit as requested reports on compliance to the Management Team / Board
*The role of the CQC Registered Manager will be filled by our Medical Director, however the Operations Manager will have overall responsibility for CQC compliance supported by the Clinical Lead. The Operations Manager will lead on any responses to CQC complaints or enquiries, drawing in support from the Clinical Lead as required. We will review where the role of the CQC Registered Manager sits in the next six months, and there may be a requirement for this role to become the CQC Registered Manager.
Person Specification
Experience:
Essential
- Experience of managing multidisciplinary teams
- Experience of working in a healthcare setting
- NHS or general practice experience
- Experience of line management, performance management, including appraisal writing, staff development, disciplinary procedures and investigations
- Experience of service management, development, compliance and quality improvement
- Understanding of Health and Safety requirements
- HR understanding and experience
- Experience of health and safety requirements and needs within a small business
- Experience of contract and budget management & customer relations
Desirable
- Experience of working with the general public
- Experience of successfully developing and implementing projects
- Experience of chairing meetings, producing agendas and minutes
Qualifications:
Essential
- Educated to degree level or equivalent significant experience
- Leadership and/or management qualification or equivalent significant experience
Knowledge and Skills:
Essential
- Excellent communication skills (written, oral and presenting)
- Proven leadership skills
- Comprehensive understanding of CQC regulatory and compliance requirements
- Competent in the use of MS Office and Outlook
- Financially literate with an ability to understand service / project finances
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Problem solver with the ability to analyse and interpret data effectively and implement any changes required.
- Ability to use own initiative, discretion, and sensitivity
- Clinical system IT user skills (EMIS) including data extraction and analysis
- Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity
- Ability to work as a team member and autonomously
- Ability to exploit and negotiate opportunities to enhance service delivery
- Strategic thinker and negotiator with a solutions-focused approach
- Effective time management (planning and organising)
- Good organisational skills
- Ability to effectively utilise resources
- Punctual and committed to supporting the team effort
- High levels of integrity and loyalty
- Ability to network and build relationships
- Flexible, cooperative and motivated
- Confident, assertive and resilient
- Ability to drive and deliver change effectively
- Ability to use initiative and judgement
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions
- Understanding of safeguarding adults and children
- Demonstrate personal accountability, emotional resilience and the ability to work well under pressure
- Ability to implement and embed policies and procedures
Desirable
- Sensitive and empathetic in distressing situations
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Pay: £38,000.00-£45,000.00 per year
Work Location: In person
