- The Operations Manager is responsible for the effective day-to-day operational management, performance delivery, and strategic development of the Practice.
- You must have good IT skills & QOF and Enhanced Services management experience.
- Through innovative ways of working, support the Practice Manager leading the team in promoting ED&I, SHEF, quality and continuous improvement, confidentiality, collaborative working, service delivery, learning and development, and ensuring the practice complies with CQC regulations.
- The post-holder will be an integral part of the general practice team.
Main duties of the job
- Support the Practice Manager in the day-to-day operations of the practice, ensuring staff achieve their primary responsibilities
- Line management responsibilities for 2 'section' managers
- Provide overarching leadership and guidance to all staff, ensuring that they always adhere to policy and procedure
- Support the Practice Manager to implement systems to ensure compliance with CQC regulations and standards
- Act as the lead for Recruitment including pre-employment checks and induction
- Oversee the administrative elements of QOF, liaising with GPs, nursing staff and administrators
- Oversee rota management, including clinician sessions, leave, and service availability
- Lead on capacity and demand planning, improving patient access and flow
- Coordinate staffing levels, including locum cover, ensuring full compliance and onboarding
- Lead on the operational implementation of contract delivery for estates management and highlight issues with services, i.e., cleaning, gardening, window cleaning, etc.
- Act as Deputy to the Practice Manager as required
- Oversee the Patient Services Manager in coordinating and managing the patient complaints process and ensure that staff are fully conversant with the complaints procedure
- Oversee the Patient Participation Group
About us
We’re a welcoming, well-established surgery that proudly maintains a traditional approach to general practice, centred around continuity of care and strong doctor-patient relationships. Our GPs each hold their own personal lists, allowing them to really get to know their patients and their families, providing truly holistic and consistent care.
As an active training and teaching practice, we’re committed to developing the next generation of clinicians and supporting ongoing professional growth for all our team members. We believe this traditional model not only benefits patients but also makes general practice more rewarding and sustainable for clinicians.
Dalton Terrace Surgery is an active member of the York City Centre PCN. Our practice is situated in the beautiful and historic city of York, which enjoys excellent road and rail links with the rest of the country and is close to both the Yorkshire Dales and the coast.
With a list size of around 10,000 (and growing), we have six partners and seven salaried GPs, supported by a large and long-standing clinical and administrative team.
We offer flexibility around working patterns and start dates, with opportunities for development.
We would be delighted to discuss how you might fit into our team.
Job responsibilities
Job summary
Dalton Terrace Surgery is a well-established, patient-focused GP practice serving the local community of Holgate and surrounding areas. Following the appointment of a new Practice Manager, we are now seeking an Operations Manager to join the team to support the growth of the practice and strengthen our day-to-day operations.
You will play a key role in running a busy NHS general practice. You will manage staff, rotas, facilities and administration workflows, and support QOF and CQC delivery. You will work closely with the Practice Manager, with real hands‑on involvement in service development and practice improvement.
This is an opportunity to join the practice at an exciting time, where your experience in general practice will be valued. You will have autonomy, strong leadership support, clear progression and the chance to shape future service development.
Main duties of the job
As Operations Manager, you will support the day-to-day leadership and organisation of the practice, helping to ensure services operate smoothly, safely and in line with regulatory, contractual and performance requirements. Working closely with the Practice Manager and GP Partners, you will support staff, coordinate activity across teams and help maintain high standards of patient care and operational delivery.
This role combines people management, performance monitoring, governance support and service improvement. You will be regularly involved in quality initiatives, audits, compliance activity and operational projects, contributing to continuous improvement across the practice. You will also play a key role in supporting staff development, recruitment processes and maintaining effective systems that enable the practice to meet its strategic and contractual obligations.
This is a hands‑on management role, well suited to someone who enjoys problem‑solving, taking initiative and working collaboratively to improve how services are delivered for both patients and staff.
PLEASE NOTE
Applications will be reviewed on an ongoing basis, and the advert may close early once enough suitable candidates have applied.
Please see JD & Person Spec for more information
Person Specification
Knowledge and skills
- Excellent communication skills (written, oral and presenting)
- Proven leadership skills
- Competent in the use of MS Office and Outlook
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- Ability to use own initiative, discretion, and sensitivity
- Ability to work as a team member and autonomously
- Ability to exploit and negotiate opportunities to enhance service delivery
- Effective time management (planning and organising)
- Ability to network and build relationships
- Ability to use initiative and judgement
- Understanding of safeguarding adults and children
- Ability to implement and embed policies and procedures
- Demonstrate personal accountability, emotional resilience and the ability to work well under pressure
- Flexibility to work outside core office hours
Experience
- Analytical skills
- Experience of managing multidisciplinary teams
- Experience of working with the general public
- Experience of working in a leadership role within primary care, preferably General Practice experience
- Experience of performance management, including appraisal writing, staff development and disciplinary procedures
- Experience of successfully developing and implementing projects
- Understanding of Health and Safety & CQC requirements
- Business Management experience
- NHS or general practice experience
- HR understanding and experience
- Experience of health and safety requirements and needs within a small business
- Experience of chairing meetings, producing agendas and minutes
Qualifications
- Qualification in Business Administration, Business Management or finance management
- Diploma/Degree level in a relevant field or equivalent experience
- Associate Member of IGPM in view of becoming a full member (MIGPM)
- AMSPAR qualification (L5 in Primary Care and Health Management)
£36,000 to £40,000 a year pro‑rate, depending on experience
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