About this role
Job summary
Bramley Village Health and Wellbeing Centre is a busy, forward-thinking GP practice forming part of the Fuller & Forbes Healthcare Group.
We are recruiting for a Senior Operations Assistant, a brand new role, created to develop the right person into a future practice management professional.
This is not a standard admin position. Working directly with the Practice Manager, you will take ownership of real governance responsibilities from day one: QOF recall tracking, complaints compliance, HR file administration, and CQC readiness. Your work will keep the practice running to the standard our patients deserve.
In return, we offer structured mentorship, a clear KPI-based pay progression framework, and a transparent pathway towards Practice Management. We are looking for someone who is ambitious, detail-driven, and ready to invest in a career not just fill a vacancy.
If you want to understand how a GP practice really works, and have the drive to one day run one, we would love to hear from you.
Main duties of the job
Your time will be split across four core areas, all of which report directly to the Practice Manager.
Recall and QOF. You will maintain recall lists for a defined set of QOF and recall indicators, ensuring patients are invited on time and targets are on track. You will flag any indicators at risk to the Practice Manager before they become a problem.
Complaints. Every complaint the practice receives must be formally acknowledged within three working days. You own that process, logging, tracking, and making sure nothing is missed.
HR compliance. Keeping staff personal files in order: DBS checks, mandatory training, right-to-work documentation. You will maintain a live tracker so renewals never catch us out.
CQC records. Maintaining the compliance documentation that keeps the practice inspection-ready, for example policy registers, risk assessments, significant event logs, and practice development trackers.
Alongside these core duties, you will act as the Practice Manager's eyes and ears at Bramley, flagging anything that needs attention and keeping governance running smoothly day to day.
About us
Bramley Village Health and Wellbeing Centre provides care for over 17,500 patients across three sites. We are a high-achieving, ambitious practice with a strong clinical team, a committed administrative workforce, and a culture built on doing things properly for our patients and our staff.
Bramley is part of Fuller & Forbes Healthcare Group, a multi-site primary care organisation operating nationally. Fuller & Forbes brings together practices that share a commitment to high-quality, innovative general practice, with central support across governance, finance, HR, and digital teams, giving our surgeries the backing to focus on what they do best.
Fuller & Forbes is also home to SMARTgeneralpractice, our dedicated digital arm supporting Patient access, GP education, training, and innovation across the NHS. SMARTgeneralpractice reflects our wider ambition: we are not just running GP practices, we are helping to shape what general practice looks like in the future.
Joining Bramley means joining an organisation that genuinely invests in its people. We offer structured development, transparent pay progression, and the rare opportunity to learn general practice management from the inside, supported by senior leadership who are present, accessible, and committed to your growth.
Job description Job responsibilities
Job Description
The Senior Operations Assistant is a structured, governance-focused role at Bramley Village Health and Wellbeing Centre, reporting directly to the Practice Manager. The role exists to ensure the practice operates to a consistently high standard in the areas that require precision, planning, and sustained attention to detail, particularly when the Practice Manager is working across the wider organisation.
The postholder is not responsible for the day-to-day operational running of the site or the management of clinical and administrative staff. Instead, the focus is on the behind-the-scenes work that underpins effective practice management - recall and QOF tracking, complaints acknowledgement, HR file compliance, and CQC compliance maintenance. The postholder is the Practice Manager's trusted point of contact on the ground for governance and compliance matters.
The role is designed with clear progression in mind. The Practice Manager will actively mentor and develop the postholder, with a structured pathway toward Assistant Practice Manager and, in time, Practice Manager level. This is an opportunity for a motivated, detail-driven individual to learn general practice management from the inside, with full support and a transparent development framework.
DUTIES AND KEY RESPONSIBILITIES
QOF and Recall Management
Recall tracking - Maintain up-to-date recall lists for assigned QOF domains and long-term condition indicators, ensuring eligible patients are invited in line with the QOF year requirements. Indicator ownership - Take responsibility for a defined set of QOF indicators, keeping these on track throughout the year and proactively flagging to the Practice Manager where any indicator is at risk of being missed. Cross-indicator awareness - Maintain awareness of wider QOF performance across the practice and raise any concerns about other indicators to the Practice Manager in good time. NHS Health Checks - Coordinate and monitor the NHS Health Check recall programme, maintaining accurate patient lists and tracking invite activity. SystmOne searches - Run basic recalls and searches in SystmOne as required to support QOF and recall activity. Training will be provided. Complaints Acknowledgement and Logging
Acknowledgement - Ensure every complaint received by the practice is formally acknowledged within three working days of receipt. This is a fixed and non-negotiable standard of the role. Complaints log - Maintain an accurate and up-to-date complaints log, recording the date of receipt, acknowledgement date, complaint category, and outcome. Flag any approaching or missed deadlines to the Practice Manager immediately. Escalation - Pass all complaints directly to the Practice Manager. The postholder is not responsible for drafting formal responses or managing the clinical or medico-legal aspects of complaints. These remain with the Practice Manager. HR File and Compliance Administration
Staff personal files - Maintain and audit staff personal files to ensure all required documentation is present, filed correctly, and up to date. This includes DBS certificates, right-to-work evidence, immunisation records, mandatory training certificates, and signed contracts. Compliance tracker - Maintain a live tracker flagging upcoming renewals and mandatory training expiries to the Practice Manager in advance of deadlines. New starter administration - Ensure pre-employment documentation is gathered and filed before a new member of staff starts in post. Scope - This is a filing and administrative compliance function. The postholder does not have line management responsibility for any member of staff. CQC Compliance
Records maintenance - Maintain the practice's compliance records, including policy registers, risk assessments, significant event logs, and associated action trackers, ensuring they are organised, current, and accessible to the Practice Manager at all times. Inspection readiness - Support the Practice Manager in keeping compliance documentation in good order so that the practice is ready for CQC inspection at any time. CQC audits and formal inspection preparation are led by the Practice Manager. Front of House Cover - Exceptional Circumstances
In the event of significant staff shortage, the postholder may be asked to provide cover on the front desk or in a reception-facing capacity. This would be on an exceptional and temporary basis only, and full training will be provided. This is not a routine expectation of the role.
General Practice Support
Practice Manager liaison - Act as the Practice Manager's reliable point of contact at Bramley when the Practice Manager is off-site, providing timely updates on recall progress, compliance status, and complaints position. Correspondence - Handle routine written correspondence as directed, including acknowledgement letters and internal governance communications. Meeting support - Assist with preparation of materials for practice management and governance meetings as requested. Miscellaneous
The Practice recognises that the role above is wide and varied and is evolving in nature. Therefore, this job description is not intended to be exhaustive and there will be other tasks and duties that the post holder will be expected to perform within what is ordinarily expected of this role.
DEVELOPMENT AND ROLE PROGRESSION
The Senior Operations Assistant role is designed as an entry point into general practice management. The Practice Manager will provide structured mentorship, increasing levels of responsibility, and access to all aspects of practice management over time. The content below sets out the developmental areas the postholder will be introduced to, and which form the basis for progression toward an Assistant Practice Manager designation within Fuller and Forbes Healthcare Group.
Complaints Management - Developmental
As the postholder develops, they will be introduced to the process of drafting formal complaint responses under the supervision of the Practice Manager. They will develop an understanding of NHS complaint handling timelines, patient rights, and what constitutes a thorough and empathetic response. Over time, they will be expected to take a more active role in supporting the end-to-end complaints process. CQC and Governance Frameworks - Developmental
The postholder will develop a working understanding of CQC's five key questions and what Good and Outstanding practice looks like at inspection. They will be introduced to the practice's governance and assurance framework, including significant event review, infection control, and safeguarding processes. Participation in internal audit and quality improvement activity will be introduced as confidence grows. Financial Awareness and Reporting - Developmental
The postholder will be introduced to the practice's income streams, including QOF payments, enhanced service contracts, and core NHS contract income. They will develop an understanding of how QOF achievement translates into practice income, and why recall performance has direct financial consequences. As the role matures, the postholder will be given exposure to financial reporting and monthly return processes, with the aim of building a solid foundation of financial literacy relevant to general practice management. This element of the role is progressive and will be introduced at an appropriate stage, determined by the Practice Manager at appraisal. Operational Management - Developmental
The postholder will be given a broader understanding of how the practice is operationally managed, including rota planning, capacity management, and demand and access monitoring. They will observe and, in time, contribute to strategic planning discussions with the Practice Manager. The long-term aim is for the postholder to develop the knowledge and confidence to step into an Assistant Practice Manager role, taking on delegated management responsibilities across governance, finance, HR, and operational oversight. KPIs and Pay Progression
Pay progression is via the Fuller and Forbes pay scale and is reviewed at the end of probation and at each annual appraisal. Progression is based on the achievement of measurable KPIs, which will be set and reviewed with the Practice Manager. Current core KPIs for this role are:
HR and staff compliance matrix maintained at 100 per cent at the point of review, with no outstanding or expired documents. QOF recall structure demonstrably in place across all assigned indicators, with evidence of proactive tracking and timely escalation, assessed against internal review and end-of-year QOF outcome. Complaints compliance measured by annual reporting, including the percentage of complaints acknowledged within the three-working-day standard, with a target of 100 per cent.
Additional KPIs may be agreed and added at appraisal as the role develops and the postholder takes on greater responsibilities. KPIs will always be agreed in advance, documented, and reviewed fairly.
Person Specification
Qualifications Essential
Core GCSEs including English and Maths.
Desirable
Further education or professional training in business administration, healthcare, or a related field is advantageous.
Experience Essential
Attention to Detail Demonstrable accuracy and precision in administrative work. This is the defining characteristic of this role. The postholder must be someone who notices things, follows them through, and does not allow tasks to slip. Organisational Skills Proven ability to manage multiple workstreams, prioritise effectively, and consistently meet deadlines without close supervision. Experience maintaining accurate records, trackers, or registers. Communication Skills Strong written communication, including the ability to produce clear and professional correspondence. Concise and reliable verbal communication with a line manager, particularly when working independently. Technical Literacy Comfortable using digital systems and confident learning new platforms. Proficient in Microsoft Office, particularly Word, Excel, and Outlook. Attitude and Motivation A genuine desire to learn and progress within general practice management. This role is designed for someone who is hungry to develop, not someone seeking a static position. Self-motivated and capable of working independently and to a high standard when the Practice Manager is off-site. Professionalism Understands the importance of confidentiality and information governance in a clinical setting. Committed to the standards expected of a member of the practice team
Desirable
General Practice or Primary Care Experience Experience in a GP practice, PCN, or NHS primary care setting in an administrative or operational role. Clinical Systems Familiarity with SystmOne, EMIS, or another primary care clinical system. Willingness to learn is more important than existing proficiency - full training will be provided. QOF and NHS Contractual Awareness Some understanding of the Quality and Outcomes Framework or NHS contractual performance frameworks in general practice. Complaints or Compliance Administration Experience handling formal complaints, compliance documentation, or HR administration in any organisational setting. Career Aspiration A clear ambition to progress into a practice management role and an understanding of what that progression involves.
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 Fuller and Forbes Partnership
Address Bramley Village Health and Wellbeing Centre
16 Highfield Road
Bramley
Leeds
LS13 2BL
United Kingdom
Employer's website http://bramleyonline.co.uk/ (Opens in a new tab)