We are seeking a proactive and people-focused operations leader to join our team as Telemedicine Operations Manager. In this role, you will be responsible for the day-to-day management, engagement, and support of our team of Telemedicine Optometrists. You'll play a key part in ensuring our clinicians are well-supported, compliant, and aligned with both operational and clinical standards - helping to deliver high-quality, accessible eye care across England. This is an exciting opportunity to lead workforce operations in a growing, innovative area of NHS primary eye care.
About Us:
Primary Eyecare Services is the largest not-for-profit leading provider of NHS primary and community eye care services in England. Established over a decade ago in the North West, we now operate nationally, delivering enhanced eye care through a network of over 3,000 optometry practices. We work with NHS commissioners and Trusts to provide accessible, high-quality eye care services in local communities, supported by teams with expertise in NHS contracting, patient support, referral triaging, and telemedicine.
Role Overview:
The Telemedicine Operations Manager – (Clinical) will provide day-to-day workforce support and people management for the Telemedicine Optometrist workforce (currently 40+ part-time clinicians). This role is focused on ensuring clinicians are well-managed, supported, and engaged, with clear expectations around performance, compliance, and wellbeing.
Acting as the operational line manager, the postholder will lead on workforce management, people process, and clinician engagement, while working in partnership with the Telemedicine Clinical Lead and Senior Telemedicine Optometrists, who retain responsibility for clinical development and governance.
Reporting directly to the Senior Operations Manager, this role ensures clinicians are supported in their roles and that workforce management aligns with both operational and clinical standards.
Shift Pattern:
This is a full-time position, working 35 hours per week over 5 days (Monday to Friday). The hours for these shifts are set from 9am to 5pm.
Salary:
The FTE salary for this role is £37,500 per annum.
Location:
This is a hybrid role, offering flexibility to work from home alongside attendance at our Manchester Head Office in line with our hybrid working policy.
General Responsibilities:
* Provide direct line management for 40+ remote part-time Telemedicine Optometrists.
* Deliver regular 1:1s, appraisals, wellbeing check-ins, and people management conversations.
* Address day-to-day workforce matters including attendance, conduct, compliance, and absence management, escalating where appropriate.
* Support clinicians with queries relating to contracts, working patterns, rota obligations, and workforce policies.
* Build and maintain strong working relationships to support engagement, motivation, and retention.
* Support succession planning and contribute to long-term workforce stability.
* Monitor rota adherence, sessional commitments, and clinician availability.
* Identify and address underperformance through supportive improvement plans.
* Ensure clinicians understand and meet their operational responsibilities alongside clinical standards.
* Promote a positive workforce culture, ensuring clinicians feel valued, supported, and fairly managed.
* Partner with the Telemedicine Clinical Lead and Senior Telemedicine Optometrists to align people management with clinical development.
* Ensure workforce management (e.g., rotas, appraisals, wellbeing) complements clinical training, peer review, and governance.
* Reinforce clinical leadership messages while ensuring consistent operational follow-through.
* Support recruitment and contracting of new clinicians in collaboration with the Senior Operations Manager and Clinical Lead.
* Deliver operational onboarding and induction, ensuring clinicians feel supported from day one.
* Set clear expectations around rotas, compliance, and day-to-day responsibilities.
* Act as the primary point of contact for clinician workforce queries.
* Provide regular reports to the Senior Operations Manager on clinician performance, engagement, wellbeing, and workforce risks.
* Escalate concerns relating to workforce issues, service risks, or patient safety.
Where leadership meets compassionate workforce management.
What We're Looking For:
Essential
* Educated to degree level, plus in-depth knowledge and experience of data warehousing to post-graduate level or equivalent, or possess the equivalent demonstrable experience
* Numerical/statistical/data management qualification
* Extensive familiarity with complex computerised information systems including Microsoft Azure, SQL, Fabric and PowerBI
* Integrated dashboard scope, design, and development experience.
* Experience in working with and analysing large and complex data sources.
Desirable
* Management qualification e.g. ILM level 3 or equivalent experience
* Experience of line management and developing team capabilities
* Experience in using technical evaluation in policy formulation and decision making.
* Experience in NHS submissions preferred e.g. Secondary Use Services / Data Landing Portal (DLP)
Why Join Us:
* Pension match up to 5%
* Sick and critical illness pay cover
* Electric car scheme
* Enhanced family leave
* Paid compassionate leave
* 25 days annual leave plus bank holidays (rising to 30 days with service)
* Training and development opportunities
* Employee recognition awards
* Employee Assistance Programme (EAP)
* NHS Blue Light Card
* Hybrid working (60% home, 40% office)
* Cycle to Work scheme
* Performance-related pay
How To Apply:
To apply, please submit your up-to-date CV along with your cover letter attached as the first page outlining your professional background and what motivates you to pursue this opportunity.
Be the data leader driving innovation in community eye care — apply now and shape the future with us.
Job Types: Full-time, Permanent
Pay: From £37,500.00 per year
Benefits:
* Additional leave
* Bereavement leave
* Company pension
* Cycle to work scheme
* Enhanced maternity leave
* Enhanced paternity leave
* Health & wellbeing programme
* Sick pay
* Work from home
Ability to commute/relocate:
* Manchester M4 6LN: reliably commute or plan to relocate before starting work (required)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Manchester M4 6LN