Operations Manager

An opportunity for a full‑time Operations Manager at Brookfield Surgery, Lymm.

The Operations Manager will lead the day‑to‑day operational management of the practice, working alongside clinicians, back‑office teams and partners to ensure the delivery of high‑quality services.

• Lead and support reception staff, ensuring consistent leadership across all reception functions.
• Oversee day‑to‑day operations of the reception team, ensuring adequate cover and fair task allocation.
• Act as first point of contact for the reception team regarding daily operational queries or team issues.
• Lead on staff rotas, absence cover, and coordination of breaks and shifts.
• Administer reception holidays and support recruitment, induction and ongoing training of new staff.
• Conduct 1:1s, return‑to‑works, informal reviews and contribute to the appraisal process for reception staff.
• Support the reception team to handle patient and staff queries, escalating to management only when necessary.
• Deal with all reception complaints and, if required, escalate to senior management.
• Identify performance concerns early and address them constructively with staff, with support from management where required.
• Ensure baby and postnatal appointments are arranged and conduct weekly reception meetings and protected learning training events.
• Ensure compliance with NHS regulations, CQC standards, GDPR and practice policies, maintaining strict confidentiality of patient information.
• Support audits, inspections and quality improvement initiatives relevant to reception services.
• Perform weekly fire drills and maintain up‑to‑date documentation.

• Ensure reception operates efficiently, providing a high‑quality, patient‑centred service.
• Monitor call response times, appointment bookings and front desk activity to maintain standards.
• Maintain and update reception processes and protocols.
• Oversee inbox management, online consultation processing and patient messaging workflows.
• Ensure accuracy of triage categorisation, appointment types and clinician allocation.
• Support communication and coordination between reception and clinicians.
• Input weekly clinical sessions onto the computer, conduct system searches as requested and process repeat prescriptions.

• Provide coaching, mentorship and on‑the‑job support to all reception staff.
• Organise and deliver team briefings and cascade important updates from management.
• Promote teamwork, problem‑solving and ownership of responsibilities.
• Identify development opportunities and support training needs.
• Develop monthly staff and patient newsletters.

• Contribute to practice clinical meetings and quality improvement projects.
• Participate in patient participation group meetings with the practice manager.
• Support and conduct audits, data monitoring and workflow redesign.
• Suggest and trial improvements to systems or patient pathways.
• Monitor patient feedback (e.g. Friends and Family Test/Google) and address issues promptly.
• Support health promotion and display promotional material on the allocated notice boards and in the waiting room and provide carers link for the practice.

• Model professional behaviour and high standards of communication at all times.
• Maintain confidentiality, integrity and a positive, calm manner under pressure.
• Support equality, diversity and inclusion in all aspects of work.

• Experience of working in a GP practice or healthcare reception/administrative environment.
• Proven experience of supervising or managing staff.
• Strong leadership, organisational and problem‑solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage difficult conversations and challenging situations calmly and professionally.
• High level of accuracy and attention to detail.
• Understanding of patient confidentiality and data protection requirements.

• Previous experience as a Reception Manager or Senior Receptionist in general practice.
• Knowledge of NHS primary care systems and contracts.
• Experience using GP clinical systems (e.g. GpOne, Systm One).
• Training in customer service, leadership or healthcare administration.

• Based primarily in the reception/front‑of‑house area of the practice.
• May require flexibility to cover additional sessions as required.

This job description is not exhaustive and may be reviewed and amended in line with service needs and organisational changes.

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.

Brookfield Surgery

Whitbarrow Road

Lymm

Cheshire

WA13 9DB