Office Manager

About this role

Office Manager – GP Practice

Hours: 30 to 35 Hours

We are looking for an experienced, organised and proactive Office Manager to join our busy GP practice. This is a senior operational role requiring strong leadership, excellent communication skills and a deep understanding of how a GP surgery functions.

We are seeking candidates with at least 5 years’ experience working in a GP practice, ideally in a senior or higher‑level administrative position.

You will oversee the day‑to‑day running of the administrative and reception teams, support patient access, coordinate rotas, manage data and lead governance processes, support trainees, and ensure high standards of safety, compliance and patient experience.

Essential Requirements (Must‑Have Criteria)

Candidates must meet all of the following

• Minimum 5 years’ experience in a GP practice
• Experience in a senior, supervisory or higher‑level administrative role
• Strong understanding of GP practice operations
• Experience preparing agendas, minutes and action logs
• Experience managing rotas and staff cover
• Strong leadership and team‑management skills
• Knowledge of Datix reporting processes
• Excellent communication and organisational abilities
• Understanding of confidentiality, GDPR and safeguarding
• Ability to work under pressure and prioritise effectively

Key Responsibilities

Operational Leadership

• Oversee daily administration and reception operations
• Provide reception cover when staffing gaps arise
• Create and maintain clinical rotas
• Update appointment books for leave and absences
• Monitor telephone system performance including call queues and access data
• Manage suppliers and non‑clinical stock including ordering and contract liaison
• Support PCN staff integration including room bookings and onboarding
• Plan and prioritise workload based on operational needs

Team Management & Staff Development

• Line manage administrative and reception staff
• Identify and deliver team training
• Ensure mandatory training compliance
• Coordinate temporary staff cover
• Record and monitor staff absences including sickness logs
• Support staff with basic IT issues and escalate technical problems appropriately
• Deliver reception induction for all new starters
• Support training of new reception and admin staff

Trainee Support

• Support preparation of trainee timetables
• Manage trainee absences to align with practice needs
• Deliver non‑clinical induction for all new trainees

Meetings, Governance & Compliance

• Lead the Patient Participation Group (PPG)
• Lead safeguarding meetings
• Prepare agendas and minutes
• Support CQC compliance
• Contribute to clinical governance
• Monitor and report incidents through Datix
• Support business continuity and emergency planning including updates and drills
• Maintain safeguarding logs and ensure actions are completed
• Log and track formal complaints in line with NHS policy
• Complete and monitor health & safety risk assessments
• Support QOF and Enhanced Services delivery
• Organise and manage screening data to ensure targets are achieved
• Reduce DNA rates by following up with patients in line with policy
• Perform accurate clinical coding to maintain high‑quality records
• Use EMIS searches to support efficiency and data‑driven decisions

Policies, Systems & Processes

• Assist the Practice Manager with practice policies
• Review and update SOPs
• Support EMIS/SystmOne optimisation
• Maintain document workflows
• Manage confidential waste and records retention in line with IG requirements

Patient Services & Records Management

• Provide initial support for verbal complaints
• Ensure high standards of patient experience
• Act as point of contact for external agencies
• Oversee new patient registrations
• Manage online access requests
• Process proxy access applications
• Support patient communications including bulk messaging, noticeboards and website updates
• Ensure accuracy of patient records

Facilities, Safety & Equality

• Act as fire marshal
• Manage deliveries and cold chain compliance
• Support building maintenance and security
• Uphold anti‑discriminatory practice
• Foster a safe working environment
• Ensure duties align with equal opportunities policies

General Administrative Support

• Provide support to the Practice Manager and wider team as required
• Commit to self‑development and continuous on‑the‑job learning

Person Specification

Essential

• Minimum 5 years’ experience in a GP practice
• Experience in a senior or supervisory administrative role
• Strong leadership and team‑management skills
• Excellent communication and interpersonal skills
• Ability to prioritise and work under pressure
• High level of accuracy and attention to detail
• Understanding of GDPR, confidentiality and safeguarding
• Knowledge of Datix reporting

What We Offer

• Supportive, friendly practice team
• Opportunities for development and training

NHS pension

• A role where you can make a meaningful impact on patient care
• Competitive salary based on experience

Job Type: Full-time

Pay: £28,275.00-£33,150.00 per year

Work Location: In person

About risk & resilience roles for ex-police

Risk management, business continuity and emergency-planning roles. Contingency planning, threat assessment and multi-agency coordination experience from policing is directly transferable.