This is a new position within the management team aspart of The Parchmore Group's succession plan.
Parchmore Medical Centre provides GP Services to 15,000 patients in Thornton Heath and Haling Park Medical Practice looks after 3,700 patients in South Croydon.
This is an exciting opportunity for someone with experience in General Practice or primary care who is ready for a senior operational role and the next step into the role of Practice Manager.
The role involves working closely with and supporting the Group Operational Manager, Senior Leadership Team and Managing Partner.
Main duties of the job
As Deputy Operations Manager, you will support the day-to-day leadership and organisation of the main site and smaller site, helping to ensure services operate smoothly, safely and in line with regulatory, contractual and performance requirements.
This role combines people management, performance monitoring, governance support and service improvement. You will be regularly involved in quality initiatives, audits, compliance activity and operational projects, contributing to continuous improvement across the two practices.
About us
We are an innovative, forward thinking, multi-award winning GP training practice, with a committed team. We provide multi-professional teaching.
Our team consists of full admin and frontline teams, own pharmacists, Physician Associates, 6 Practice Nurses, 4 HCAs, 5 Partners and 10 Salaried GPs.
We offer a competitive package with support for development and the NHS Pension Scheme, if eligible.
Job responsibilities
MAIN DUTIES AND RESPONSIBILITIES
Assist with leadership and motivation of clinical and administrative teams across both sites, promoting high standards of performance and patient care.
Oversee recruitment, staff inductions, mandatory training, and professional development. Manage daily HR operations, including staff concerns, one-to-one meetings, and investigations, ensuring HR records are accurate and up to date.
Cooperate with the Group Operational Manager on escalated HR matters.
Oversee the organisation of staff meetings and work closely with the Service Leads to coordinate operational workflows and administrative processes.
Support workplace culture initiatives, conflict resolution, and staff engagement.
Operational Management
Arriving early at the start of core hours to address any operational issues.
Monitoring of staff budgets clinical and non-clinical, ensuring efficient allocation of staff, maximising appointment slots, clinical room allocation and reduction of errors.
Monitor operational performance, patient access, and workflow efficiency.
Ensure effective communication between clinical and administrative teams.
Deputising for the Group Operational Manager when absent.
HR Management
Lead daily HR operations, serving as first point of contact for staff concerns, one-to-one meetings, and investigations.
Ensure all staff records, documentation, and HR entries are accurate and up to date, including absences, annual leave, return-to-work meetings and completed training.
Provide any adjustments monthly for payroll.
Cooperate closely with the Group Operational Manager and Managing Partner on escalated HR matters and formal disciplinary or grievance processes.
Oversee staff inductions, workloads, and operational support to maintain effective staffing across both sites.
Manage NHSE workforce declarations in coordination with the Managing Partner.
Organise supervision meetings and annual appraisals.
Support Lead Partner on practice team well-being initiatives and events, such as Christmas Party.
Governance & Compliance
Ensure compliance with mandatory training, health and safety, staff immunisations, DBS checks, BLS training, and CQC standards.
Conduct audits, risk assessments, and quality assurance reviews.
Support safeguarding administrative processes, SEAs, and data breach reporting.
Support and attend Patient Participation Group (PPG) meetings.
Patient Complaints & Service Improvement
Support the Quality & Finance Manager with patient complaints, investigations ensuring timely, professional responses in line with NHS guidance.
Support strategies to improve patient access, reduce waiting times, and enhance patient experience.
Maintain Business Continuity Plan awareness and coordinate site inspections and risk assessments.
Oversee security, cleaning quality, minor repairs, waste management, and equipment monitoring.
Organise and monitor mandatory audits, including equipment calibration, PAT testing, and statutory inspections.
Oversee fire safety and testing.
Teaching & Training Coordination
Act as primary contact for GP trainees and medical students, coordinating inductions, attendance, and school liaison.
Support supervising clinicians to ensure educational placements meet requirements.
Meetings & Project Management
Organise team meetings and MDT participation, ensuring agendas, minutes, and follow-up actions.
Lead operational improvement projects.
Call/Recall Programmes & PCN Targets
Support the Finance & Quality Manager and Service Leads with patient recall programmes (QOF, screenings, immunisations, seasonal campaigns, safeguarding follow-ups), monitoring of PCN targets, ensuring compliance with local and national requirements.
IT & Systems Oversight
Develop knowledge of IT and systems support, including Emis, Docman, Accurx, Surgery Connect, ICE, and tQuest.
Provide guidance and cover for Digital Lead Support during absences.
Monitor system performance and recommend improvements to enhance operational efficiency.
Health & Safety
Ensure compliance with Health & Safety regulations through audits, risk assessments, and staff training.
Person Specification
Personal Qualities
* Strong leadership, organisational and communication skills.
* Calm and works well under pressure.
* Demonstrate problem solving abilities.
* Highly organised, able to prioritise workloads, juggle many priorities and meet deadlines.
* Dependable and flexible.
* Team player.
* Highly motivated and able to empower others.
* High expectation of self and others.
* Able to work for the benefit of the team.
* Keen to develop their management skills.
Experience
* A minimum of three years experience working in General Practice or primary care at a senior level.
* Significant HR experience, including managing staff.
* Experience managing compliance including CQC standards, NHS policies and Health & Safety regulations.
* Proficiency in Emis and other practice IT systems.
* At least 5 years experience working in general practice, primary care, health or other public sector organisation.
Qualifications
* Management qualifications or membership of professional body or equivalent experience with proven track record.
* Demonstration of ongoing professional development.
* Education to degree level or equivalent.
Knowledge and skills
* Knowledge of business management policies, procedures and practices.
* Good all round management skills particularly in relation to human resources, finance and performance management.
* Proven negotiation and influencing skills.
* Working knowledge of IT systems and computer usage.
* Awareness of Health & Safety.
* Flexible with working hours.
* Knowledge of quality systems and key performance indicators.
* Knowledge of health service and ICBs and PCNs.
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.
£36,000 to £40,000 a year depending on experience.
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