Operations Lead, Pilning Surgery - Maternity Leave cover

Duration: Start date 1/3/2026 / Fixed Term contract (Maternity Leave) 12-14 months

Final date to receive applications - 12/1/2026

The primary responsibility of this role is to manage and oversee all reception and administration services including day to day operations across the designated surgery site(s). You will work closely with the practice management and clinical teams to ensure the smooth and efficient running of the practice ensuring compliance and agreed operational standards are maintained.

The post-holder will ensure the highest standards of patient care and customer service are consistently delivered in line with agreed procedures and protocols. Service standards, complaint handling and patient liaison are important day to day elements of this role

• Staff leadership including rota planning, recruitment, training, coaching and appraisals.
• Experience of supervising within both a customer-facing operational environment and administration role ideally within the NHS.
• Demonstrable problem-solving and customer service skills, especially in dealing with unforeseen circumstances / patient feedback and complaints.
• Experience of working within a busy environment, prioritising varied enquiries and administrative tasks for self and team.
• Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) and general confidence with IT software.
• Awareness of policies and procedures regarding Data Security and Information Governance and ensuring adherence to these.

Hanham Health is a large, forward-thinking GP practice in South Gloucestershire operating over four sites Hanham Surgery, Oldland Surgery, Almondsbury Surgery and Pilning Surgery.

We offer a high standard of service to our patients and embrace different ways of working and new initiatives.

We invest heavily in our team members and training opportunities are encouraged.

SKILLS REQUIRED

• Ability to deal with patients and colleagues in a calm and professional manner, using emotional intelligence skills to achieve agreed aims.
• Ability to use own initiative within clear boundaries, taking initiative to solve problems and identify areas for improvement seeking advice whenever necessary.
• Ability to prioritise and organise own work.
• Ability to promote and support good working relationships across all areas of the Practice.
• Excellent interpersonal and communication skills with the ability to liaise confidently and professionally with a variety of clinical and non-clinical staff, patients and third parties.
• Ability to lead and work effectively within a team, providing cover for colleagues in times of emergency absence across teams within the wider department.
• Flexibility and adaptability, with a professional approach to work and the ability to think strategically.

MAIN DUTIES & RESPONSIBILITIES OF THE POST

You will work closely with the Practice Manager and wider management team in all the following areas:

• Promote and drive a customer-focused culture.
• Oversee (in conjunction with the lead staff within the non-clinical departments) the day-to-day operation of the reception, administrative and secretarial departments including leadership of associated staff to maximise efficiency and ensuring all activities are completed in a timely manner. Including:
• All aspects of the patient request and appointment booking system, influencing the patient journey to ensure correct outcomes are achieved in line with protocol.
• All Medical administration processes (for example patient registrations, deductions, lab results, out-of-hours reports, patient correspondence, notes summarising, repeat prescribing, secondary care referrals, safeguarding protocols etc).
• Recruitment, induction and training of all new staff to agreed standards.
• Ongoing coaching and training and providing support and appraisal for each team member ensuring training plans are in place, objectives set and monitored and comprehensive staff records are maintained.
• Ensure adequate staffing levels, approving annual leave and other leave and organising rotas in line with agreed policy and with the support of the Business…