Operations Lead (GP Surgery)

About the role

We are looking for an organised, proactive and solutions-focused Operations Lead to support the effective day-to-day running of our GP practice across our two sites in Purley and Coulsdon.

This is a varied and hands-on role with responsibility for coordinating key operational functions, overseeing practice systems and premises, monitoring performance, maintaining compliance and ensuring that the processes and infrastructure supporting patient care run safely and efficiently.

Working closely with the management team and external providers and contractors, you will play an important role in ensuring that operational activities are well organised, issues are resolved promptly and agreed actions are followed through. You will help identify opportunities to improve processes, strengthen operational oversight and support the practice in delivering a safe, effective and well-managed service.

The successful candidate will be comfortable taking ownership of day-to-day operational matters, balancing competing priorities and working independently, while recognising when issues require escalation. This role would suit someone who enjoys bringing structure to busy environments, solving problems and making sure that things get done.

Key responsibilities

1. Operational Management and Coordination

• Coordinate day-to-day operational activities across both practice sites, helping ensure that systems, processes and resources support the smooth running of the practice.
• Act as a key operational contact for staff, helping resolve day-to-day issues and ensuring that queries and problems are directed to the appropriate person or provider.
• Monitor outstanding operational tasks, issues and actions, ensuring these are recorded, prioritised and followed through to completion.
• Ensure that appropriate records, documentation and operational information are maintained and readily accessible.
• Coordinate arrangements with external providers, suppliers and contractors, monitoring progress and following up outstanding work.
• Provide regular updates to the management team on operational matters, emerging risks, outstanding actions and areas requiring management attention.

2. IT and Digital Systems Management

Take operational responsibility for the coordination and administration of practice IT systems, ensuring that staff have appropriate access, systems are managed effectively and issues are resolved or escalated promptly.

• Coordinate IT arrangements for staff and student onboarding and offboarding, including the creation, amendment and removal of system access.
• Manage the administration of NHS Smartcards and NHSmail accounts, liaising with relevant support services where necessary.
• Coordinate day-to-day access, administration and support for clinical and operational systems
• Act as the first point of contact for staff IT queries, troubleshooting routine issues and liaising with external IT providers to resolve more complex problems.
• Maintain accurate records of IT issues, system access, equipment, actions taken and outstanding support requests.
• Monitor recurring IT problems and work with providers and staff to identify practical improvements and reduce disruption.
• Provide basic guidance to staff to promote effective and consistent use of practice systems.
• Provide administrative and non-clinical coordination support for Clinical Safety Management, helping maintain appropriate documentation, processes and records.

3. Premises, Facilities and Health & Safety

Coordinate the day-to-day management of the practice premises across both sites, helping ensure that buildings, facilities and equipment remain safe, suitable and fit for purpose.

• Monitor the condition and suitability of the practice premises, identifying maintenance requirements, operational risks and opportunities for improvement.
• Coordinate maintenance, repairs and servicing, liaising with contractors, suppliers, landlords and other relevant organisations as appropriate.
• Track reported premises and equipment issues, prioritising actions and following up to ensure that problems are resolved within appropriate timescales.
• Carry out and record regular premises inspections and health and safety checks.
• Coordinate fire safety checks, ensuring records are maintained and identified actions are followed up.
• Coordinate Legionella monitoring and associated checks in line with practice procedures and relevant requirements.
• Maintain records of premises inspections, servicing, maintenance, equipment checks and annual compliance activities.
• Coordinate the review and maintenance of premises-related risk assessments, ensuring that identified actions are documented and monitored.
• Help ensure that both sites provide a safe, accessible and appropriate environment for patients, visitors and staff.

4. Compliance, Risk Management and Governance

Support the practice in maintaining effective oversight of operational compliance, ensuring that routine checks are completed, records are accurate and outstanding actions are appropriately managed.

• Maintain a compliance schedule covering relevant premises, health and safety, fire safety, Legionella, equipment and other operational requirements.
• Monitor upcoming compliance deadlines and ensure that checks, servicing and reviews are arranged in good time.
• Maintain and update risk assessments, action plans, policies and supporting documentation as required.
• Support non-clinical aspects of infection prevention and control, including premises, cleaning, equipment and environmental requirements.
• Assist with the preparation of documentation and evidence required for inspections, audits and internal reviews.
• Work with relevant staff, contractors and external organisations to address compliance gaps and implement agreed actions.

5. Operational Reporting and Performance Monitoring

Support the practice leadership team by producing, reviewing and interpreting operational data to inform decision-making and identify opportunities for improvement.

• Produce regular reports on telephone activity and performance.
• Produce appointment utilisation data and other operational reports required by the practice leadership team
• Support the use of data to assess operational pressures, monitor progress and identify areas for improvement.

About you

We are looking for someone who is:

• Highly organised, proactive and able to coordinate a varied workload across multiple sites.
• Confident taking ownership of operational tasks and ensuring that actions are followed through to completion.
• Practical and solutions-focused, with the ability to identify problems, assess priorities and find effective ways forward.
• Able to work independently while recognising when decisions, risks or issues need to be escalated.
• Comfortable coordinating people, processes, contractors and external providers to achieve agreed outcomes.
• Methodical and conscientious, with strong attention to detail and a commitment to maintaining accurate records.
• Confident monitoring deadlines, compliance requirements and outstanding actions.
• Comfortable reviewing operational data, identifying trends and using information to support improvement.
• IT confident, with the ability to learn and manage a range of clinical, administrative and operational systems.
• An effective communicator who can work constructively with clinical and non-clinical colleagues.
• Able to handle confidential and sensitive information appropriately.
• Adaptable and comfortable working in a busy healthcare environment where priorities can change.
• Interested in improving how services operate and helping create a safe, efficient and well-organised practice environment.
• Willing to develop their knowledge of NHS and primary care systems, regulations and operational requirements.

Experience and knowledge

Experience in an operational, administrative, facilities or coordination role would be advantageous, particularly where the role has involved managing competing priorities, monitoring compliance or coordinating multiple workstreams.

Experience of the following would also be beneficial:

• Working within a GP practice, NHS or other healthcare setting.
• Coordinating day-to-day operations across more than one site.
• Managing or supporting IT systems and user access.
• Premises or facilities coordination, contractor management and equipment maintenance.
• Health and safety, fire safety, Legionella monitoring and risk assessments.
• Compliance schedules, audits, inspections and action tracking.
• Infection prevention and control requirements.
• Producing operational reports and using data to monitor performance.
• Reviewing procedures and supporting service improvement.

Hours and Location

The role is offered for 30–37.5 hours per week, with working hours to be agreed. The postholder will work across our two surgeries in Purley and Coulsdon, so flexibility to work at both sites is essential.

Pay: £33,241.00-£35,197.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free flu jabs
• Free parking
• On-site parking
• Sick pay

Work Location: In person