Job summary To support the smooth and effective day-to-day operation of the GP practice by overseeing the implementation of practice systems, supervising non-clinical teams, coordinating service delivery, and ensuring compliance with NHS and regulatory requirements. The Operations Manager plays a vital role in patient experience, staff performance, and service development within the context of a modern, high-performing NHS General Practice. Main duties of the job Operations Management Ensure the efficient day-to-day running of practice operations, including appointments, reception, and administrative workflows. Oversee clinical and non-clinical rota management, including annual leave planning and absence cover. Produce and monitor workstream and activity reports for the Reception and Administration teams to support effective service delivery. About us At Kingsnorth Medical Practice we value and respect one another and our patients. By having a united belief in kindness, professionalism, positivity and teamwork this translates into great patient care and makes KMP a great place to work. This ethos has helped us achieve an outstanding rating by CQC and recognised as one of the top 100 Practices in the UK. Date posted 23 April 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Full-time Reference number A1340-25-0005 Job locations Ashford Road Kingsnorth Ashford Kent TN23 3ED Job description Job responsibilities People Management Line manage the Reception Manager and Administration Manager, providing leadership, support, and guidance. Conduct appraisals, monitor performance, and coordinate training and development opportunities for staff. Foster a positive, inclusive workplace culture that promotes wellbeing, team cohesion, and high performance. Compliance and Governance Lead on health and safety risk management, ensuring full compliance with the Health & Safety at Work etc. Act 1974 and related regulations. Manage Subject Access Requests (SARs) in accordance with current data protection legislation and guidance. Oversee practice audits and support readiness for Care Quality Commission (CQC) inspections, including the maintenance of audit records, logs, and registers. Maintain the Clinical Audit Protocol and ensure timely review cycles. Patient Services Manage the complaints process, including investigation, resolution, and year-end reporting in line with the practices complaints policy. Coordinate patient engagement initiatives, such as surveys and Patient Participation Group (PPG) activities. Monitor patient access to services, identify areas for improvement, and implement initiatives to enhance the patient experience and reduce complaints. IT and Systems Ensure optimal use of clinical systems (e.g. EMIS Web), telephony, and digital platforms to support operational efficiency and patient access. Maintain up-to-date and accurate practice documentation, including templates, protocols, and digital records. Collaborate with the PCN and ICB on digital transformation initiatives, including access improvement projects and system upgrades. Job description Job responsibilities People Management Line manage the Reception Manager and Administration Manager, providing leadership, support, and guidance. Conduct appraisals, monitor performance, and coordinate training and development opportunities for staff. Foster a positive, inclusive workplace culture that promotes wellbeing, team cohesion, and high performance. Compliance and Governance Lead on health and safety risk management, ensuring full compliance with the Health & Safety at Work etc. Act 1974 and related regulations. Manage Subject Access Requests (SARs) in accordance with current data protection legislation and guidance. Oversee practice audits and support readiness for Care Quality Commission (CQC) inspections, including the maintenance of audit records, logs, and registers. Maintain the Clinical Audit Protocol and ensure timely review cycles. Patient Services Manage the complaints process, including investigation, resolution, and year-end reporting in line with the practices complaints policy. Coordinate patient engagement initiatives, such as surveys and Patient Participation Group (PPG) activities. Monitor patient access to services, identify areas for improvement, and implement initiatives to enhance the patient experience and reduce complaints. IT and Systems Ensure optimal use of clinical systems (e.g. EMIS Web), telephony, and digital platforms to support operational efficiency and patient access. Maintain up-to-date and accurate practice documentation, including templates, protocols, and digital records. Collaborate with the PCN and ICB on digital transformation initiatives, including access improvement projects and system upgrades. Person Specification Qualifications Essential 8 GCSEs (or equivalent) at Grade A-C or 9-5 including English & Maths. Management qualification or minimum 3 years management experience. Experience managing people and operations in a healthcare, NHS or similar small enterprise setting. Experience of rota planning, workflow coordination and service delivery. Experience working with sensitive and confidential information. Excellent organisational and prioritisation skills - Confident in decision-making and problem-solving - Proficient in Microsoft Office and practice systems (EMIS/SystmOne/Docman) - Strong interpersonal and written communication - Able to lead and motivate a team - Understanding of the structure and challenges of NHS General Practice - Awareness of confidentiality, data protection, and safeguarding - Flexible and adaptable - Calm under pressure - Committed to patient-centred care - Values teamwork and integrity Desirable Level 4 qualification in Management or Healthcare. NHS GP practice or PCN experience Familiarity with QOF, IIF and Enhanced Services. - Experience of quality improvement or project management - Familiarity with CQC standards and NHS policies - Understanding of clinical coding, SNOMED, or workflow optimisation - Open to change and service redesign - Commitment to continuous professional development Person Specification Qualifications Essential 8 GCSEs (or equivalent) at Grade A-C or 9-5 including English & Maths. Management qualification or minimum 3 years management experience. Experience managing people and operations in a healthcare, NHS or similar small enterprise setting. Experience of rota planning, workflow coordination and service delivery. Experience working with sensitive and confidential information. Excellent organisational and prioritisation skills - Confident in decision-making and problem-solving - Proficient in Microsoft Office and practice systems (EMIS/SystmOne/Docman) - Strong interpersonal and written communication - Able to lead and motivate a team - Understanding of the structure and challenges of NHS General Practice - Awareness of confidentiality, data protection, and safeguarding - Flexible and adaptable - Calm under pressure - Committed to patient-centred care - Values teamwork and integrity Desirable Level 4 qualification in Management or Healthcare. NHS GP practice or PCN experience Familiarity with QOF, IIF and Enhanced Services. - Experience of quality improvement or project management - Familiarity with CQC standards and NHS policies - Understanding of clinical coding, SNOMED, or workflow optimisation - Open to change and service redesign - Commitment to continuous professional development 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 Kingsnorth Medical Practice Address Ashford Road Kingsnorth Ashford Kent TN23 3ED Employer's website https://www.kingsnorthmedicalpractice.co.uk/ (Opens in a new tab) Employer details Employer name Kingsnorth Medical Practice Address Ashford Road Kingsnorth Ashford Kent TN23 3ED Employer's website https://www.kingsnorthmedicalpractice.co.uk/ (Opens in a new tab). Location : Ashford Road, Kingsnorth, TN23 3ED Ashford, Kent, United Kingdom