Job summary
The Operational Support Lead will work as part of a team to support management of Brighton and Hove Federation's (B&HFs) services. This will include, managing the day-to-day delivery of B&HF services, line-managing a team of administrators, planning team rotas and workload, overseeing the recruitment and onboarding of new staff to our workforce platform: Luna, monitoring performance of services and supporting with reporting requirements, assisting with governance and quality assurance. This role will require working across Brighton and Hove as required to cover service delivery.
The success of B&HF relies on good communication with our partners and patients. This will require engaging and working with local practices to ensure that our services meet their needs and the needs of their registered populations.
To apply for this role, please upload a CV to NHS Jobs and send a cover letter (no more than 2 sides A4) to ollie.shotton1@nhs.net, by the closing date. Applications will be reviewed as they are completed. Late or incomplete applications will not be considered.
Interviews will take place on Monday 9th June.
Main duties of the job
Service Management
Overall responsibility for staffing the B&HF service rotas
Forecasting service rota fill and adjusting shifts as required in line with contractual requirements and budgets set
Support the delivery of safe and high-quality B&HF services
Oversee and maintain an effective staff setup, induction and training programme
Maintain the services Operational Policy, staff SOPs, Service inductions and shared drive
Team Management
Line manage a team of administrators
Plan admin team rota and allocate workload
Monitor performance, complete regular 1-1s and annual appraisals
Chair weekly Operational team meeting, identifying and leading on topics for discussion
Ensure that staff adhere to the relevant policies, procedures, and protocols.
To be able to be flexible with working hours including weekends and evenings
Operational Leadership and Performance
Ensure timely and accurate provision of performance information/weekly reporting/key performance indicators and completion of metrics
Support the creation of B&HF Board Reports, Quarterly Governance updates for GP practices and Internal and external reports
Undertake crosschecks across services to ensure patient safety and service quality is being maintained
Responsibility for identifying areas for quality improvement
Identify any issues compromising quality of projects and operational work streams
About us
Brighton and Hove Federation is a member organisation, made up of 6 Primary Care Networks containing 31 GP Practices. We are a company limited by shares, with each of our member practices as shareholders. This means that we do everything with our practices and their patients in mind. We work collaboratively to provide high quality clinical and support services to NHS Primary Care, as well as talking to patients, listening to feedback, and being willing to adapt to constantly improve our service.
Our Purpose
To help our member GP practices support people to live well at every stage of their life
Our Values
People and community first
Openness and transparency
Compassion and empathy
Sustainability
Bringing ideas to life
What Matters to Us
What matters to us as an organisation is that we work in a way that:
Improves patient experience and outcomes (do good work)
Improves staff experience in Primary Care (support people to do good work)
Designs responses based on knowledge of the value demands people make (use data to experiment with the work)
Supports the financial viability of Primary Care and the Federation (can continue to work)
Is fun (makes it a good place to work)
Details Date posted
07 May 2025
Pay scheme
Other
Salary
£37,338 to £40,405 a year based on experience
Contract
Permanent
Working pattern
Full-time, Flexible working
Reference number
B0582-25-0000
Job locations
The Knoll Business Centre
Old Shoreham Road
Brighton
East Sussex
BN3 7GS
Job description Job responsibilities
Service Management
Overall responsibility for staffing the B&HF service rotas and for managing rotas fairly and equitably for all interested parties
Forecasting service rota fill and adjusting shifts as required in line with contractual requirements and budgets set
Support the delivery of safe and high-quality B&HF services
Oversee and maintain an effective staff setup, induction and training programme for all staff added to the rota, with support from the administrative team
Arranging the training and site inductions for all new B&HF service staff, with support from the administrative team
Responsibility for ensuring all new staff added to the rota are compliant to statutory requirements and that the service holds the necessary documentation and appropriate indemnity, as per CQC guidelines
Be responsible for the safety, accessibility and equality of working environments through site visits and risk assessments
Maintain the services Operational Policy, staff SOPs, Service inductions and shared drive and make additions where required in line with service developments
Team Management
Line manage a team of administrators
Plan admin team rota and allocate workload
Monitor performance, complete regular 1-1s and annual appraisals
Chair weekly Operational team meeting, identifying and leading on topics for discussion
Maintain productive relationships encouraging the giving and receiving of regular feedback to create and maintain a supportive culture of improvement
Ensure that staff adhere to the relevant policies, procedures, and protocols.
Ensure that all relevant employment legislation is followed and maintain an awareness of changes in employment legislation
To be able to be flexible with working hours including weekends and evenings, to cover administration team duties when necessary
Operational Leadership and Performance
Ensure timely and accurate provision of performance information/weekly reporting/key performance indicators and completion of metrics in line with reporting requirements and timescales
Support the Operational Services Lead and Business Development Lead to create B&HF Board Reports, Quarterly Governance updates for GP practices and Internal and external reports
Undertake crosschecks across the B&HF services to ensure patient safety and service quality is being maintained as per the relevant service protocols
Responsibility for monitoring patient feedback and identifying areas for potential quality improvement for discussion at Operational meetings
Identify any issues compromising quality of projects and operational work streams, escalating to Operational Services Lead when required
To support the Operational Services lead to:
To manage non-clinical aspects of B&HF service delivery and to ensure services operate effectively
Deliver B&HF services, ensuring that all staff understand how to access timely support and advice and resolve issues quickly
Stakeholder Engagement
Manage communications across the extended team ensuring everyone is kept abreast of developments and changes
Managing casual/ self-employed staff enquiries regarding B&HF shifts
Responsibility for liaising with practice managers to ensure the EA Service has access to all facilities, equipment, consumables, and dressings/vaccines to ensure smooth running of the service
Promote B&HFs services to ensure optimum local uptake
to raise any issues relating to facilities, equipment and consumables in a timely manner
Support the development of appropriate communications and feedback between B&HF services, PCNs and practices
Work with GP practices and other providers to work within risk management and health and safety policies and procedures
Engage with patients, internal and external stakeholders
Engage with service users to understand peoples experience and to measure levels of satisfaction with services.
Project Support
Co-ordinate attend and/or facilitate meetings, and transcribe any minutes and notes as required
To carry out any other appropriate duties as determined by the Operational Services Lead and Business Development Lead
IM&T
Support with Information Governance within B&HF, liaising with host Practice Managers to develop and implement the appropriate policies and procedures for EA and other services
Develop an understanding of the IM&T supporting B&HF services and work with the IM&T leads to identify opportunities for improvement
Motivate, support and monitor staff in the use of IT; organise, oversee and evaluate IT training
Ensure compliance with Data Protection legislation.
Governance
Responsible for incident, complaint and compliment logging for B&HF services, escalating to the Operational Services Lead where appropriate
Responsible for updating and monitoring the Service Risks and Issues Register, escalating to the Operational Services Lead where appropriate
Support the Operational Services Lead to provide relevant information/ updates/ monthly reports/ annual reports to internal and external groups as required (ICB, B&HF Board, etc)
Support the senior leadership team to ensure that clinical and organisational policies and procedures are developed, maintained and implemented in relation to: clinical risk management, clinical incidents, complaints and compliments, consent, information governance, workforce competencies
Arranging, coordinating and minute taking key governance meetings; ensure that responsible managers provide reports to support these meetings. You will be expected to travel across Brighton and Hove
Develop with the Clinical Lead the serviced clinical case audits and prescribing audits
Develop with the Clinical Lead and Operational Services Lead an annual audit cycle for the service
Reception Practice Support
Cover the reception desk when required during service delivery hours and present a professional and courteous image to all service users, visitors and staff
Welcome visitors and provide all possible assistance, including arrangements for access requirements, ensuring that the appropriate staff member is informed of their arrival
Communicate courteously and politely when dealing with enquiries
Use of computer and paper-based systems to perform administrative functions to support service provision in accordance with agreed standard processes and procedures, and within agreed timeframes.
Ensuring the accuracy and quality of data recorded
Personal Performance Management
Effectively manage own time, workload and resources
Undertake any other duties required, as appropriate to the role
Responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Responsibility for maintaining a record of own personal and/or professional development
Job description Job responsibilities
Service Management
Overall responsibility for staffing the B&HF service rotas and for managing rotas fairly and equitably for all interested parties
Forecasting service rota fill and adjusting shifts as required in line with contractual requirements and budgets set
Support the delivery of safe and high-quality B&HF services
Oversee and maintain an effective staff setup, induction and training programme for all staff added to the rota, with support from the administrative team
Arranging the training and site inductions for all new B&HF service staff, with support from the administrative team
Responsibility for ensuring all new staff added to the rota are compliant to statutory requirements and that the service holds the necessary documentation and appropriate indemnity, as per CQC guidelines
Be responsible for the safety, accessibility and equality of working environments through site visits and risk assessments
Maintain the services Operational Policy, staff SOPs, Service inductions and shared drive and make additions where required in line with service developments
Team Management
Line manage a team of administrators
Plan admin team rota and allocate workload
Monitor performance, complete regular 1-1s and annual appraisals
Chair weekly Operational team meeting, identifying and leading on topics for discussion
Maintain productive relationships encouraging the giving and receiving of regular feedback to create and maintain a supportive culture of improvement
Ensure that staff adhere to the relevant policies, procedures, and protocols.
Ensure that all relevant employment legislation is followed and maintain an awareness of changes in employment legislation
To be able to be flexible with working hours including weekends and evenings, to cover administration team duties when necessary
Operational Leadership and Performance
Ensure timely and accurate provision of performance information/weekly reporting/key performance indicators and completion of metrics in line with reporting requirements and timescales
Support the Operational Services Lead and Business Development Lead to create B&HF Board Reports, Quarterly Governance updates for GP practices and Internal and external reports
Undertake crosschecks across the B&HF services to ensure patient safety and service quality is being maintained as per the relevant service protocols
Responsibility for monitoring patient feedback and identifying areas for potential quality improvement for discussion at Operational meetings
Identify any issues compromising quality of projects and operational work streams, escalating to Operational Services Lead when required
To support the Operational Services lead to:
To manage non-clinical aspects of B&HF service delivery and to ensure services operate effectively
Deliver B&HF services, ensuring that all staff understand how to access timely support and advice and resolve issues quickly
Stakeholder Engagement
Manage communications across the extended team ensuring everyone is kept abreast of developments and changes
Managing casual/ self-employed staff enquiries regarding B&HF shifts
Responsibility for liaising with practice managers to ensure the EA Service has access to all facilities, equipment, consumables, and dressings/vaccines to ensure smooth running of the service
Promote B&HFs services to ensure optimum local uptake
to raise any issues relating to facilities, equipment and consumables in a timely manner
Support the development of appropriate communications and feedback between B&HF services, PCNs and practices
Work with GP practices and other providers to work within risk management and health and safety policies and procedures
Engage with patients, internal and external stakeholders
Engage with service users to understand peoples experience and to measure levels of satisfaction with services.
Project Support
Co-ordinate attend and/or facilitate meetings, and transcribe any minutes and notes as required
To carry out any other appropriate duties as determined by the Operational Services Lead and Business Development Lead
IM&T
Support with Information Governance within B&HF, liaising with host Practice Managers to develop and implement the appropriate policies and procedures for EA and other services
Develop an understanding of the IM&T supporting B&HF services and work with the IM&T leads to identify opportunities for improvement
Motivate, support and monitor staff in the use of IT; organise, oversee and evaluate IT training
Ensure compliance with Data Protection legislation.
Governance
Responsible for incident, complaint and compliment logging for B&HF services, escalating to the Operational Services Lead where appropriate
Responsible for updating and monitoring the Service Risks and Issues Register, escalating to the Operational Services Lead where appropriate
Support the Operational Services Lead to provide relevant information/ updates/ monthly reports/ annual reports to internal and external groups as required (ICB, B&HF Board, etc)
Support the senior leadership team to ensure that clinical and organisational policies and procedures are developed, maintained and implemented in relation to: clinical risk management, clinical incidents, complaints and compliments, consent, information governance, workforce competencies
Arranging, coordinating and minute taking key governance meetings; ensure that responsible managers provide reports to support these meetings. You will be expected to travel across Brighton and Hove
Develop with the Clinical Lead the serviced clinical case audits and prescribing audits
Develop with the Clinical Lead and Operational Services Lead an annual audit cycle for the service
Reception Practice Support
Cover the reception desk when required during service delivery hours and present a professional and courteous image to all service users, visitors and staff
Welcome visitors and provide all possible assistance, including arrangements for access requirements, ensuring that the appropriate staff member is informed of their arrival
Communicate courteously and politely when dealing with enquiries
Use of computer and paper-based systems to perform administrative functions to support service provision in accordance with agreed standard processes and procedures, and within agreed timeframes.
Ensuring the accuracy and quality of data recorded
Personal Performance Management
Effectively manage own time, workload and resources
Undertake any other duties required, as appropriate to the role
Responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Responsibility for maintaining a record of own personal and/or professional development
Person Specification Skills Essential
* Excellent communication skills (written, oral and presenting)
* Strong IT skills (Microsoft Office)
* Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
* Effective time management (planning & organising)
* Ability to network and build relationships
* Proven problem-solving & analytical skills
* Ability to motivate and train staff
Desirable
* EMIS / SystmOne user skills
Qualifications Essential
* Educated to degree level in management or leadership (or relevant experience)
Desirable
* Evidence of continuing professional development to a post graduate level
* Project Management qualification
Experience Essential
* Previous managerial experience in a complex organisation preferably within the NHS
* A proven record of success in change management, while maintaining high standards of quality
* Experience of staff performance management, including appraisal writing, staff development and disciplinary procedures
* Experience and evidence of delivering high standards of service performance, improvement and development
* Experience of successfully developing and implementing projects
* Experience of workforce planning, forecasting and development
Desirable
* Experience of working in a healthcare setting
* NHS / primary care general practice experience
* Experience of working effectively in collaboration with other organisations
* Experience of chairing meetings, producing agendas and minutes
Personal Qualities Essential
* Polite and confident
* Flexible and cooperative
* Excellent interpersonal skills
* Motivated and proactive
* Ability to use initiative and judgement
* Forward thinker with a solutions-focused approach
* High levels of integrity and loyalty
* Sensitive and empathetic in distressing situations
* Ability to work under pressure
* Confident, assertive and resilient
* Ability to drive and deliver change effectively
* Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions
Other Requirements Essential
* Flexibility to work outside core office hours
* Disclosure Barring Service (DBS) check
* Maintain confidentiality at all times
Desirable
* Full UK driving licence
Person Specification Skills Essential
* Excellent communication skills (written, oral and presenting)
* Strong IT skills (Microsoft Office)
* Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
* Effective time management (planning & organising)
* Ability to network and build relationships
* Proven problem-solving & analytical skills
* Ability to motivate and train staff
Desirable
* EMIS / SystmOne user skills
Qualifications Essential
* Educated to degree level in management or leadership (or relevant experience)
Desirable
* Evidence of continuing professional development to a post graduate level
* Project Management qualification
Experience Essential
* Previous managerial experience in a complex organisation preferably within the NHS
* A proven record of success in change management, while maintaining high standards of quality
* Experience of staff performance management, including appraisal writing, staff development and disciplinary procedures
* Experience and evidence of delivering high standards of service performance, improvement and development
* Experience of successfully developing and implementing projects
* Experience of workforce planning, forecasting and development
Desirable
* Experience of working in a healthcare setting
* NHS / primary care general practice experience
* Experience of working effectively in collaboration with other organisations
* Experience of chairing meetings, producing agendas and minutes
Personal Qualities Essential
* Polite and confident
* Flexible and cooperative
* Excellent interpersonal skills
* Motivated and proactive
* Ability to use initiative and judgement
* Forward thinker with a solutions-focused approach
* High levels of integrity and loyalty
* Sensitive and empathetic in distressing situations
* Ability to work under pressure
* Confident, assertive and resilient
* Ability to drive and deliver change effectively
* Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions
Other Requirements Essential
* Flexibility to work outside core office hours
* Disclosure Barring Service (DBS) check
* Maintain confidentiality at all times
Desirable
* Full UK driving licence
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.
Employer details Employer name
Brighton and Hove Federation
Address
The Knoll Business Centre
Old Shoreham Road
Brighton
East Sussex
BN3 7GS
Employer's website
https://www.brightonandhovefed.co.uk/ (Opens in a new tab)
Employer details Employer name
Brighton and Hove Federation
Address
The Knoll Business Centre
Old Shoreham Road
Brighton
East Sussex
BN3 7GS
Employer's website
https://www.brightonandhovefed.co.uk/ (Opens in a new tab)
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