Director of Practice Support and Membership
As Director of Practice Support and Membership, you will lead One Care’s support offer for member GP practices across BNSSG, helping ensure practices receive coordinated, high-quality and proactive support that delivers real value.
This is a strategic and operational leadership role at the heart of our organisation, bringing together expertise from across practice support, operations, digital and business intelligence to create a more joined-up and responsive offer for members.
You will shape how we work with practices, strengthen relationships, improve satisfaction and retention, and help develop sustainable, at-scale models of support that respond to the changing needs of general practice.
Key responsibilities
* Lead the development and implementation of One Care’s integrated Practice Support and Membership model, ensuring support is joined up, proactive and aligned to practice need.
* Develop approaches that tailor support to the differing priorities and circumstances of member practices, while ensuring services remain scalable and sustainable.
* Build a proactive relationship management approach that gives practices clear points of contact, coordinated support and easy access to wider One Care expertise.
* Lead a multidisciplinary team working across practice support, operations, business intelligence, digital and related functions to deliver a coordinated offer.
* Oversee the design and implementation of shared systems, processes and governance arrangements that support integrated working and high-quality delivery.
* Develop a consistent framework for monitoring practice engagement, support activity, outcomes and impact.
* Lead One Care’s approach to member engagement, ensuring relationships with practices are strategic, consistent and focused on value.
* Ensure practice feedback is systematically gathered, understood across the organisation and used to shape service design and future priorities.
* Develop a clear membership proposition so practices understand the value of their subscription and the benefits of working with One Care.
* Build trusted relationships with practice partners, practice managers, PCNs and wider stakeholders, positioning One Care as the organisation best placed to support practice sustainability and improvement.
* Provide strong, visible and values-based leadership to the team, supporting collaboration, service improvement and positive change.
* Contribute to the wider strategic direction of One Care as a member of the Executive Leadership Team.
Skills and experience
* Educated to degree level or equivalent through demonstrable senior leadership experience
* Demonstrable experience of leading multidisciplinary teams through organisational change
* Proven experience of developing and delivering operational services within general practice, primary care or a related NHS setting
* Demonstrable experience of working with senior practice leaders, PCNs and wider system stakeholders
* Proven experience of developing and implementing strategy, service redesign or new operating models
* Demonstrable experience of managing complex stakeholder relationships and balancing competing priorities
* Experience of leading change programmes which improve quality, consistency, efficiency or outcomes
* Demonstrable financial awareness and experience of contributing to budget setting, commercial development or service sustainability
* Strong strategic thinking skills, with the ability to translate long-term ambitions into practical delivery plans
* Excellent communication and influencing skills, with the ability to build credibility and trust with practices, colleagues and system partners
* Strong problem‑solving and decision‑making skills, with the ability to manage ambiguity and navigate complexity
* Ability to lead through change and bring together teams with different cultures, skills and ways of working
* Strong organisational and prioritisation skills, with the ability to oversee a broad portfolio of work
* Ability to balance the needs of member practices with wider organisational and system priorities
* Collaborative leadership style with a strong focus on outcomes, relationships and continuous improvement
* Ability to identify opportunities for innovation, commercial growth and new ways of working
* Experience of working within a GP Federation, provider collaborative or membership organisation
* Experience of leading teams across multiple disciplines including operations, digital, business intelligence or practice support
* Experience of supporting at‑scale delivery models or shared services across general practice
* Strong understanding of the challenges facing general practice and the wider NHS
* Interest in digital transformation, business intelligence and at‑scale delivery models
* Experience of presenting to Boards, Committees or senior system groups
* Knowledge of membership models, customer relationship management or service design approaches
Benefits
* Generous and fair performance‑based pay increment structure
* Enrolment onto a salary sacrifice private pension with Royal London, which includes employer contribution of 14.3% of your actual pay and flexibility on level of employee contributions with a minimum of 3%
* 27 days annual leave (plus bank holidays), up to a maximum of 30 days for long service
* Holiday trading scheme
* Enhanced family leave pay and paid time off for medical appointments, carer's leave, fertility treatment, bereavement and emergencies
* Employee assistance programme offering a range of mental health support including counselling
* Electric vehicle salary sacrifice scheme
* Social activities
* NHS discounts
* Cycle to work scheme
About the role
Contract Permanent, full‑time
Salary Up to £75,000 per annum
We offer hybrid working, 2 days at Osprey Court, South Bristol, with travel across Bristol, North Somerset and South Gloucestershire (BNSSG).
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