The main purpose of this role is to ensure excellent communication within the team and to patients, an efficient and organised service provision, and support the practice with improvements.

Key responsibilities include:

• Managing staff rotas, recruitment, training, appraisals, absence management, and team development
• Promoting excellent customer care and ensuring compliance with practice policies and information governance requirements
• Overseeing patient communications, including feedback, complaints management, online access services, and engagement with the Patient Participation Group (PPG)
• Monitoring workload across reception, telephone, and online services, ensuring patient enquiries are handled efficiently and effectively
• Working closely with the wider practice team to maintain a safe, organised, and patient-focused environment while supporting operational efficiency and accessibility for all patients

The ideal candidate will have:

• Qualifications & Experience: Educated to GCSE level or equivalent, including English and Mathematics, and previous experience of managing or supervising a team within a healthcare, customer service, or administrative environment
• Experience of staff recruitment, training, performance management, and development
• Experience of managing rotas and staffing levels
• Experience of handling patient complaints, feedback, and service improvement initiatives
• Proficient in Microsoft Office applications and clinical operating systems

Desirable qualifications include:

• Management or leadership qualification
• Experience working in a GP practice, NHS setting, or primary care environment
• Experience using EMIS Web, Accurx, NHS App administration, or other NHS digital systems

This is a permanent role with a flexible working pattern, offering a salary depending on experience.

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This is a varied and rewarding role, combining hands-on support with leadership responsibilities, giving you the opportunity to truly shape the quality of care and support we provide.

You will support individuals with learning disabilities and/or autism. Each person is unique, and you will help ensure their care is person-centred, consistent, and tailored to their lifestyle, whether that's providing personal care, helping with daily routines or enjoying days out or quieter time at home.

We are looking for:

• Experience in a senior support or team leader role
• Confidence supporting complex needs
• Full UK driving licence and own car
• Level 2 Health & Social Care (Level 3 desirable/working towards)
• Strong organisation and IT skills
• Minimum 12 months right to work in the UK

Your role:

• Provide hands-on support, including personal care and community activities
• Support and guide team members across multiple locations
• Review care plans, risk assessments, and records
• Liaise with families and professionals
• Step in to lead shifts and ensure high-quality, consistent support

What we offer:

• £13.91 per hour
• Refer a friend bonus (up to £500)
• Career development & fully funded training
• Blue Light Card discounts
• Company pension
• Employee Assistance Programme (24/7 support)

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The post holder will oversee the Administration Team, ensure compliance with NHS contractual requirements, monitor performance targets, maintain high standards of data quality and reporting, support regulatory compliance, and contribute to the efficient day-to-day running of the Practice.

Main Duties and Responsibilities

Contract Management and Performance

• Lead the management, monitoring and delivery of Practice contracts, Enhanced Services, Local Incentive Schemes and Primary Care Network (PCN) contractual requirements.
• Ensure compliance with all NHS contractual obligations and service specifications.
• Monitor contractual performance and achievement of targets, escalating risks and issues where appropriate.
• Analyse performance data and provide regular reports to the Practice Manager and Partners.
• Identify opportunities to maximise contract income and improve service delivery.
• Ensure accurate and timely submission of all claims, returns and performance reports.
• Maintain a comprehensive understanding of NHS contractual requirements and implement changes as required.
• Ensure relevant staff are aware of contractual obligations, targets and performance expectations.

Data Quality and Clinical Systems

• Lead data quality initiatives to ensure accurate recording, coding and reporting of clinical activity.
• Monitor performance dashboards and undertake data analysis to support contractual achievement.
• Oversee the effective administration of EMIS Web and associated clinical systems.
• Manage appointment book configuration and template maintenance within EMIS Web.
• Ensure accurate clinical coding and data entry processes are maintained throughout the Practice.
• Support the utilisation of digital systems to improve operational efficiency and patient services.
• Produce reports and audits using EMIS Web and other Practice systems.

Administration and Operational Management

• Provide day-to-day leadership and management of the Administration Team, including workflow, prescribing, contracts and reception functions.
• Ensure workloads are effectively managed and completed accurately to a high standard.
• Monitor workflow processes and implement improvements where required.
• Review, develop and implement administrative systems, policies and procedures.
• Ensure administrative services support safe, effective and responsive patient care.
• Support business continuity planning and ensure adherence to Practice continuity procedures.
• Provide operational management support to ensure the smooth running of the Practice.
• Identify opportunities to improve productivity, efficiency and patient experience.

Team Leadership and Staff Management

• Lead, motivate, support and develop members of the Administration Team.
• Manage staffing levels and coordinate rotas to ensure appropriate service coverage.
• Facilitate the recruitment, induction and onboarding of new administrative staff.
• Conduct annual appraisals, probation reviews and performance management meetings.
• Identify staff training requirements and coordinate learning and development opportunities.
• Hold regular team meetings and one-to-one sessions.
• Promote a positive, collaborative and patient-centred culture within the Practice.
• Support employee wellbeing and professional development.

Quality, Governance and Compliance

• Support and lead activities required to maintain compliance with Care Quality Commission (CQC) standards and regulations.
• Coordinate audits and quality improvement initiatives.
• Ensure compliance with Information Governance, GDPR, confidentiality and data protection requirements.
• Maintain accurate records and reporting systems.
• Ensure Practice policies and procedures are implemented and regularly reviewed.
• Monitor and support achievement of quality and performance standards.
• Ensure all work is completed within required timescales and deadlines.

Practice Support

• Support Practice projects, service developments and change management initiatives.
• Develop effective working relationships with the PCN, ICB, commissioners and external stakeholders.
• Undertake any other duties consistent with the nature and responsibilities of the post to support the efficient operation of the Practice.

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The successful candidate will deliver high-quality NHS primary care while working closely with our wider multidisciplinary team and community partners. The role involves routine and urgent GP consultations, duty doctor and triage sessions, management of acute and chronic conditions, reviewing investigations, prescriptions, and referrals, home visits where clinically appropriate, and participation in quality improvement and service development.

Key Responsibilities:

• Delivering highly effective medical care to the entitled population
• Providing services commensurate with the primary care contract
• Clinically examining and assessing patient needs
• Generic prescribing adhering to local and national guidance
• Prioritising health problems and intervening appropriately
• Effective management of long-term conditions
• Supporting patients to adopt health promotion strategies
• Processing administration in a timely manner
• Maintaining accurate clinical records
• Working collaboratively with the practice team
• Fulfilling home visit requests as per protocol
• Participating in the duty and triage rota
• Adhering to best practice recommended through clinical guidelines and audit
• Supporting the delivery of anticipatory care plans
• Contributing to the successful implementation of continuous improvement and quality initiatives
• Accepting delegated responsibility for specific areas or QOF
• Attending and contributing effectively to practice meetings
• Contributing to the development and maintenance of the practice
• Being aware of duties and responsibilities regarding current legislation
• Ensuring compliance with the appraisal process
• Preparing and completing the revalidation process
• Committing to self-learning and continuing professional development

Requirements:

• GMC Registration with Licence to Practise
• MRCGP
• CCT (or equivalent)
• NHS Performers List inclusion
• Medical indemnity cover
• Right to work in the UK
• Ability to work autonomously and as part of a multidisciplinary team
• Experience of working in a primary care environment
• Good MS Office and clinical system IT knowledge
• Excellent communication skills
• Understanding of the spectrum of clinical governance processes
• Knowledge of health promotion strategies
• Ability to work within own scope of practice
• Experience of triage and assessment
• Ability to listen and be sensitive in distressing situations
• Understanding of safeguarding adults and children

Benefits:

• Competitive salary
• Supportive multidisciplinary team
• Excellent administrative and operational support
• EMIS clinical system with AccuRx integration
• Active and innovative Primary Care Network
• Opportunities for teaching, leadership, and portfolio development
• Flexible and family-friendly working arrangements
• Strong commitment to staff wellbeing and career progression

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