Site Operations Manager

As our multisite Operations Manager for the Patient Welcome Teams, you'll take real ownership of how our practices run day to day. You'll be the driving force that keeps everything moving, making sure every patient is welcomed warmly, every day runs safely and smoothly, and every colleague has what they need to perform at their best.

You'll lead our brilliant Patient Welcome Teams with energy and purpose - setting clear standards, keeping morale high, and stepping in wherever needed to keep things on track. This is a hands‑on, visible role where you're right at the heart of the action: supporting teams on the ground, fixing issues in real time, and making quick, practical decisions that keep both sites running like well‑oiled machines.

You'll act as our onsite Health & Safety lead, proactively maintaining safe, compliant, and welcoming environments. You'll work closely with clinical teams, facilities, and central functions to spot risks early, streamline processes, and remove friction before it impacts patients or staff. No two days will look the same, and that's exactly the point. You'll see what needs doing and dive in.

Your focus is on people, operations, and delivery. If you're energized by fast‑paced environments, motivated by visible impact, and the kind of person who rolls up their sleeves and makes things happen, you'll thrive in this role, and feel right at home at Penrose Health.

Main duties of the job

• Lead and develop the Patient Welcome/Reception teams, ensuring high standards, strong performance, and consistent staffing aligned to demand.
• Manage rotas, workload, and daily workforce allocation to maintain smooth operations and excellent patient-facing service.
• Oversee frontdesk and patient flow operations, ensuring efficient checkin, accurate data capture, and a consistently positive patient experience.
• Monitor and deliver operational KPIs, using data to identify issues quickly and drive continuous service improvement.
• Act as onsite Health & Safety Officer, ensuring full compliance, risk management, and a safe environment for patients and staff.
• Ensure both sites remain clean, organised, and operationally ready, coordinating with Facilities to resolve issues promptly.
• Work closely with clinical teams to support safe, effective clinical delivery, removing operational barriers and ensuring observations are completed.
• Escalate clinical or patient safety risks quickly and appropriately.
• Plan and run key operational meetings and PLT sessions, ensuring actions are completed and improvements implemented.
• Support audit, compliance, and inspection preparation to maintain high standards across sites.
• Drive continuous improvement across both locations, identifying gaps and implementing solutions rapidly.
• Collaborate with other managers to create consistent standards and shared best practice across all sites.

About us

Penrose Health is on a mission to deliver outstanding healthcare to every patient we serve.

We care for 75,000+ people across 9 sites in South East London, supported by a team of 200+ clinicians and staff. Our model is built on permanent, diverse teams, strong governance, and a clear focus on continuity, quality, and access.

We work closely with NHS partners to deliver a full range of services from routine checks to complex, long‑term care backed by robust systems and a culture of continuous improvement.

We're proud to hold a CQC "Good" rating and consistently receive strong feedback from patients.

Person Specification

Knowledge

• Understanding of confidentiality, data protection, and patient privacy.
• Awareness of NHS or healthcare operational standards.
• Knowledge of Health & Safety responsibilities in the workplace.
• Understanding of patient engagement and feedback processes.
• Knowledge of infection control procedures.

Qualifications

• GCSE (or equivalent) English and Maths.

Skills

• Calm, professional approach when dealing with patients or staff.
• Competent IT user, comfortable with clinical and administrative systems.
• Confident handling competing priorities and fast‑paced environments.
• Strong organisational and time management skills.
• Ability to manage, motivate, and develop a small team.
• Excellent leadership and communication skills.
• Experience using EMIS or other healthcare software.
• Strong facilitation and meeting coordination skills.

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 name

Penrose Health

Address

Lewisham Medical Centre, 308 Lee High Rd

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