Deputy Operations Manager

Team leadership and staff management Hold line management responsibility for the front of house and back office administrative teams, covering reception, administrators, and non-clinical support staff. This includes conduct, performance, and day to day direction Approve or decline staff holiday requests for the practice team, within 3 working days of submission, checking against minimum safe staffing levels before approving Build, publish, and actively manage reception, administrative, clinical, and room rotas at least two weeks in advance. Identify staffing shortfalls before they occur and escalate to the Operations Manager Lead induction for every new administrative and reception starter, covering system access, EMIS user setup, welfare check-ins during probation, and sign-off that induction is complete Own the administrative and logistical process for recruitment and onboarding end to end, from advertising through to first day readiness, with Operations Manager oversight Source and confirm locum and temporary cover for absence within 24 hours of a gap being identified, and manage their induction Conduct formal appraisals for members of the administrative and reception team annually, with documented objectives and follow-up Maintain and actively monitor the practice training matrix, chasing and closing out overdue mandatory training within 10 working days of it falling due Operations and systems Own the EMIS appointment book, covering capacity planning, slot type management, and resolving day to day access issues Support with resolving IT issues affecting daily operations, resolving what can be resolved directly with IT and escalating issues requiring contractual or budgetary decisions Upload and keep current all practice policies on Teamnet Own the health and safety and fire safety administrative cycle, covering scheduling of tests and drills, keeping records current, and flagging any missed or overdue item directly to the Operations Manager Manage non-clinical stock levels and ordering Provide scanning and filing support for the Operations Manager Complaints and patient administration Support and deputise for the complaints manager by Log every complaint, report, and IGPR request on receipt and drive it to resolution against the practice's agreed timescales, chasing internal contributors directly rather than waiting to be chased Own the DNA, did not attend, letter process end to end, including identifying patterns that should be flagged to the Operations Manager Triage and resolve queries and concerns from patients and staff directly wherever they fall within postholder authority, escalating in line with practice policy Deputising and escalation Deputise for the Operations Manager on all routine operational matters during any period of absence, holiday, or leave Support the Operations Manager with any other requirement to meet business needs