Job Summary
This role is a key leadership position within a busy and supportive GP practice. As Admin / Office Manager, you will shape day‑to‑day operations, lead a dedicated team of reception and administrative staff, and improve patient experience.
Main Duties
* Team Leadership & Management
o Lead, supervise, and support the reception and administrative team
o Manage staff rotas, attendance, and day‑to‑day performance
o Provide training, mentoring, and appraisals to ensure staff development
o Promote a positive, professional, and patient‑focused team culture
* Operational Management
o Oversee front‑of‑house and administrative functions
o Ensure effective appointment systems and patient access to services
o Monitor workflows and implement improvements to enhance efficiency
* Patient Services
o Maintain high standards of patient care and customer service
o Support the team in handling complex or sensitive patient queries and complaints
o Ensure the reception service is welcoming, efficient, and responsive
* Administration & Systems
o Oversee clinical system use (e.g., EMIS) and administrative processes
o Ensure accurate data management, record keeping, and document handling
o Monitor and manage incoming correspondence, referrals, and reporting
* Compliance & Governance
o Ensure adherence to NHS guidelines, practice policies, and CQC standards
o Maintain confidentiality and comply with GDPR / data protection
* Communication & Liaison
o Act as a key link between GPs, clinical staff, and administrative teams
o Communicate effectively with external organisations (e.g., NHS bodies, hospitals)
o Contribute to practice meetings and support service planning
Primary Responsibilities
* Oversee administration and support operations of the practice
* Line‑manage all administrative staff and support staff development
* Complete staff appraisals as required
* Identify and deliver team training where needed
* Compile administration staff rotas
* Review and update all administrative and reception policies and procedures
* Develop, implement, and embed efficient office processes to comply with legislation
* Coordinate temporary staff cover for absences
* Coordinate building maintenance works under guidance of the Practice manager
* Update the appointment system to reflect leave and approved absences
* Provide initial guidance and advice to patients who wish to complain verbally
* Act as building fire marshal, ensuring evacuation lists are current and the visitors log is used appropriately
Secondary Responsibilities
* Partake in audit as directed by the audit lead
* Coordinate and produce meeting agendas and record minutes of meetings
* Monitor and promote the use of the Friends and Family Test
* Champion continuous improvement and encourage staff to contribute suggestions
* Assist with QOF targets
* Schedule and take minutes for the Patient Participation Group meetings
Qualifications & Experience
* Experience of working in a GP practice
* Significant experience of leading/managing a team
* Experience of appraisals / 1‑2‑1s and performance managing / developing staff
* GCSE English (C or above) and at least three other GCSEs
* Where possible, education to A‑level or equivalent and relevant experience
* Preferred: AMSPAR qualification, NVQ Level 2 in Health and Social Care or Business Admin, leadership and/or management qualification
Employment Details
Job Title: Admin / Office Manager
Location: Wrekenton Health Centre, Springwell Road, Gateshead, NE9 7AD
Contract: Permanent
Working Pattern: Full‑time, Flexible working
Salary: £28,392 – £39,043 per year (Band 4 or 5, negotiable and dependent on experience)
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