Admin / Office Manager

Job Summary

This role is a key leadership position within a busy and supportive GP practice. As Admin / Office Manager, you will shape day‑to‑day operations, lead a dedicated team of reception and administrative staff, and improve patient experience.

Main Duties

• Team Leadership & Management
  • Lead, supervise, and support the reception and administrative team
  • Manage staff rotas, attendance, and day‑to‑day performance
  • Provide training, mentoring, and appraisals to ensure staff development
  • Promote a positive, professional, and patient‑focused team culture
• Operational Management
  • Oversee front‑of‑house and administrative functions
  • Ensure effective appointment systems and patient access to services
  • Monitor workflows and implement improvements to enhance efficiency
• Patient Services
  • Maintain high standards of patient care and customer service
  • Support the team in handling complex or sensitive patient queries and complaints
  • Ensure the reception service is welcoming, efficient, and responsive
• Administration & Systems
  • Oversee clinical system use (e.g., EMIS) and administrative processes
  • Ensure accurate data management, record keeping, and document handling
  • Monitor and manage incoming correspondence, referrals, and reporting
• Compliance & Governance
  • Ensure adherence to NHS guidelines, practice policies, and CQC standards
  • Maintain confidentiality and comply with GDPR / data protection
• Communication & Liaison
  • Act as a key link between GPs, clinical staff, and administrative teams
  • Communicate effectively with external organisations (e.g., NHS bodies, hospitals)
  • Contribute to practice meetings and support service planning

Primary Responsibilities

• Oversee administration and support operations of the practice
• Line‑manage all administrative staff and support staff development
• Complete staff appraisals as required
• Identify and deliver team training where needed
• Compile administration staff rotas
• Review and update all administrative and reception policies and procedures
• Develop, implement, and embed efficient office processes to comply with legislation
• Coordinate temporary staff cover for absences
• Coordinate building maintenance works under guidance of the Practice manager
• Update the appointment system to reflect leave and approved absences
• Provide initial guidance and advice to patients who wish to complain verbally
• Act as building fire marshal, ensuring evacuation lists are current and the visitors log is used appropriately

Secondary Responsibilities

• Partake in audit as directed by the audit lead
• Coordinate and produce meeting agendas and record minutes of meetings
• Monitor and promote the use of the Friends and Family Test
• Champion continuous improvement and encourage staff to contribute suggestions
• Assist with QOF targets
• Schedule and take minutes for the Patient Participation Group meetings

Qualifications & Experience

• Experience of working in a GP practice
• Significant experience of leading/managing a team
• Experience of appraisals / 1‑2‑1s and performance managing / developing staff
• GCSE English (C or above) and at least three other GCSEs
• Where possible, education to A‑level or equivalent and relevant experience
• Preferred: AMSPAR qualification, NVQ Level 2 in Health and Social Care or Business Admin, leadership and/or management qualification

Employment Details

Job Title: Admin / Office Manager

Location: Wrekenton Health Centre, Springwell Road, Gateshead, NE9 7AD

Contract: Permanent

Working Pattern: Full‑time, Flexible working

Salary: £28,392 – £39,043 per year (Band 4 or 5, negotiable and dependent on experience)

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