About this role
Job summary
Job Title: Deputy Operations Manager
Location: Greenhill Health Centre and on occasions at Shenstone branch surgery.
Hours: Full-Time. (37 hours per week)
Core Practice opening hours are 8:00am to 6:30pm. While specific working hours can be discussed and agreed at interview, the successful candidate will be required to start work by 8:00am (or 7:30am when providing cover for the Operations Manager during periods of leave). The role will also include a requirement to provide cover until 6:30pm on some days.
Help shape the future of patient care at one of the regions largest GP practices
As we continue to evolve and strengthen our services, we are looking for an experienced and motivated Deputy Operations Manager to join our leadership team.
This is an exciting opportunity for an ambitious operational manager with management experience in General Practice or Primary Care who thrives in a fast-paced environment and is passionate about delivering excellent patient experiences.
Working alongside the Operations Manager and closely with both clinical and business support teams, you will play a key role in ensuring the smooth day-to-day running of the practice while helping to drive continuous improvement, service excellence, and future growth.
Main duties of the job
As Deputy Operations Manager, you will support the leadership and performance of our Patient Services and Administration Team (approximately 45 staff), helping to create an engaged, high-performing, patient-focused culture.
You will contribute to operational planning, team development, service delivery, and quality improvement while ensuring compliance with NHS and regulatory standards
About us
At The Westgate Practice, we are proud to care for a growing community of more than 31,000 patients supported by a dedicated team of 120 colleagues.
The Practice is open to patients from 8:00am to 6.30pm - Monday to Friday.
Job description Job responsibilities
JOB DESCRIPTION
Job Title Deputy Operations Manager
Reports To Operations Manager
Base Location Greenhill Health Centre / Shenstone
Responsible For Patient Services Team and associated administrative functions
Key Working Relationships
Internal:-Partners, GPs, Management Team, Nursing Team, Patient Services Teams, Administrative Teams, Community Staff, Health Centre Administrator and all Practice employees.
External:-Patients, Consultants, Hospitals, Ambulance Service, Social Services, Integrated Care Board (ICB), NHS England and external service providers.
Job Purpose
The Deputy Operations Manager plays a key role in supporting the Operations Manager in effective operational management of The Westgate Practice and ensuring the delivery of safe, efficient and patient-focused services.
Working closely with the Operations Manager, the post holder will support the day-to-day management of Patient Services and administration officers, helping to maintain high standards of patient experience, staff performance and regulatory compliance.
The role provides management support across operational activity, supports workforce development and service improvement initiatives, and deputises for the Operations Manager when required to ensure business continuity and smooth practice operations.
The post holder will demonstrate flexibility, professionalism and a commitment to continuous improvement in response to the changing needs of Primary Care
Key Duties and Responsibilities
Operational Management
Support the Operations Manager in the effective day-to-day operational running of the Practice. Provide operational management and decision-making support across Patient Services and Administration functions. Deputise for the Operations Manager during periods of absence and provide full operational cover where required. To support the Operations Manager in monitoring service delivery and identify opportunities to improve efficiency, patient access and operational performance. Attend internal and external meetings as required in the absence of the Operations Manager and represent operational priorities appropriately. Patient Services & Patient Experience
Maintain a high-quality and efficient patient reception and administration service. Provide leadership and support across front desk operations, telephony, triage processes and administrative workflows. Respond professionally and sensitively to patient concerns and low-level complaints, supporting timely resolution and service improvement. Promote a culture that places patient experience and service excellence at the centre of operational delivery. People Management & Team Development
Lead, motivate and support Patient Services teams to achieve high performance and excellent service standards. Support line management responsibilities including attendance management, staff welfare conversations and return-to-work meetings. Assist with staff appraisals, objective setting and ongoing performance development. Support recruitment, induction, onboarding and training of new and existing staff. Foster a positive, inclusive and collaborative working environment. Governance, Compliance & Quality
Support compliance with NHS contractual requirements, CQC standards, information governance and health and safety legislation. Maintain and review operational policies and procedures to ensure they remain current and effective. Undertake and support audits and contribute to quality improvement initiatives. Escalate operational risks and concerns appropriately. Systems & Business Support
Develop and maintain a working knowledge of Practice systems including EMIS Web. Support the resolution of minor operational and IT-related issues and liaise with relevant suppliers where required. Contribute to business planning and future service development initiatives. Produce and maintain accurate operational records and documentation.
Confidentiality
The post holder will maintain strict confidentiality at all times in accordance with the Data Protection Act, UK GDPR, Practice policies and NHS information governance requirements.
Health & Safety
All employees are responsible for maintaining safe working practices and complying with Practice health and safety procedures. Staff must report any concerns that may affect employees, patients or visitors and maintain awareness of emergency procedures.
Safeguarding
The post holder has a responsibility to safeguard and promote the welfare of children and vulnerable adults and must comply with all safeguarding policies and mandatory training requirements.
Training & Development
The Practice uses EMIS Web and other digital systems. Ongoing training and development opportunities will be provided to support continued professional growth and operational effectiveness.
Flexibility Statement
The duties outlined are not exhaustive and may change in line with service requirements, developments within Primary Care and organisational priorities. Staff may be required to work across Practice sites where necessary.
Job Description Review Date: June 2026
Person Specification
Qualifications Essential
GCSE grade A to C (9-5) in English and Maths
Desirable
Management/Leadership qualification (ILM 3-5) NHS leadership academy
Knowledge and Skills Essential
Computer Literacy Communication- able to articulate both verbally and in writing Excellent telephone manner Leadership Skills Interpersonal skills Delegation skills Use of initiative Good patient care skills Ability to work under pressure Smart appearance Flexible approach to workload Team player Strong planning & organisational skills Ability to prioritise multiple work streams
Desirable
Knowledge of EMIS computerised system
Experience Essential
3 years experience in a management role Previous experience managing staff performance Experience implementing change Experience of managing competing priorities Experience of workforce planning KPI monitoring Previous experience in service improvement Data analysis
Desirable
Previous employment in NHS or another medical environment
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 details Employer name The Westgate Practice
Address Greenhill Health Centre
Church Street
Lichfield
Staffordshire
WS13 6JL
United Kingdom
Employer's website https://www.westgatepractice.co.uk/ (Opens in a new tab)