Operational Manager & Deputy Practice Manager

Job Title Operational Manager & Deputy Practice Manager Responsible To Practice Manager Job Purpose The Operational Manager & Deputy Practice Manager is responsible for the effective day-to-day operational management of the practice, ensuring the delivery of safe, effective, responsive and high-quality services to patients. The post holder will provide leadership across reception and administration services, complaints management, patient experience, premises and estates, health and safety, governance, business continuity, quality assurance and regulatory compliance. The post holder will act as Deputy Practice Manager and support the strategic objectives of the practice whilst ensuring operational excellence, regulatory compliance and continuous improvement. The post holder will be a member of the Senior Leadership Team and contribute to the strategic development of the practice. Key Areas of Responsibility Operational Management Day-to-day operational leadership. Service improvement and operational performance. Reception & Administration Services Management of the Reception Team. Rotas, performance management and workforce planning. Patient Access & Capacity Management Oversight of patient access and appointment systems. Demand and capacity planning. Appointment utilisation and access performance monitoring. Coordination of additional clinical capacity where required. Development and implementation of patient access procedures. Complaints & Patient Experience Management of complaints, concerns and compliments. Patient Participation Group and patient feedback. Premises & Estates Day-to-day premises management. Contractor management and maintenance programmes. Health & Safety & Compliance Risk assessments. Statutory inspections. Compliance monitoring. Governance & Quality Assurance Policies and procedures. Audit and action plan management. Governance oversight. CQC Readiness Inspection preparation. Evidence gathering and compliance monitoring. Business Continuity Business Continuity Lead. Emergency planning and service recovery. Workforce Development Non-clinical induction. Training and mandatory training compliance. Workforce development support. Deputy Practice Manager Duties Deputise for the Practice Manager. Attend meetings and represent the Practice Manager when delegated.