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Job Description
- Req#: A5704-25-0001?language=en&page=370&sort=publicationDateDesc
- Manage daily administrative operations to ensure efficiency and service quality.
- Oversee appointment systems, ensuring adequate coverage and smooth scheduling.
- Implement and refine office procedures and processes to align with current legislation and practice standards.
- Act as a focal point for external communications, including liaison with agencies (e.g., DVLA, solicitors, local authorities).
- Line manage reception and administrative staff, including rotas, performance reviews, and development in conjunction with Practice Manager.
- Aid in staff appraisals and identify training needs.
- Support learning and mentorship within the team, including onboarding of new staff.
- Champion equality, diversity, inclusion, and collaborative team culture.
- Support high-quality patient interaction by ensuring an organised, courteous, and professional reception.
- Provide first-line support in handling patient complaints or concerns in line with practice procedures.
- Assist with invoicing, payroll processing, ordering, and stock control.
- Maintain accurate financial and practice records, including budgets and billing where applicable.
- Ensure adherence to policies, including confidentiality (GDPR), SHEF (Safety, Health, Environment, Fire), and data protection laws.
- Act as Fire Marshal and maintain evacuation protocols and logs.
- Assist with audits, inspections, and risk assessments.
- Work closely with the Practice Manager to implement strategic goals.
- Participate in the Quality and Outcomes Framework (QOF), audits, and the Friends and Family Test.
- Coordinate and document meetings such as the Patient Participation Group.
- Suggest and lead on quality improvement initiatives and service development.
- Manage daily administrative operations to ensure efficiency and service quality.
- Oversee appointment systems, ensuring adequate coverage and smooth scheduling.
- Implement and refine office procedures and processes to align with current legislation and practice standards.
- Act as a focal point for external communications, including liaison with agencies (e.g., DVLA, solicitors, local authorities).
- Line manage reception and administrative staff, including rotas, performance reviews, and development in conjunction with Practice Manager.
- Aid in staff appraisals and identify training needs.
- Support learning and mentorship within the team, including onboarding of new staff.
- Champion equality, diversity, inclusion, and collaborative team culture.
- Support high-quality patient interaction by ensuring an organised, courteous, and professional reception.
- Provide first-line support in handling patient complaints or concerns in line with practice procedures.
- Assist with invoicing, payroll processing, ordering, and stock control.
- Maintain accurate financial and practice records, including budgets and billing where applicable.
- Ensure adherence to policies, including confidentiality (GDPR), SHEF (Safety, Health, Environment, Fire), and data protection laws.
- Act as Fire Marshal and maintain evacuation protocols and logs.
- Assist with audits, inspections, and risk assessments.
- Work closely with the Practice Manager to implement strategic goals.
- Participate in the Quality and Outcomes Framework (QOF), audits, and the Friends and Family Test.
- Coordinate and document meetings such as the Patient Participation Group.
- Suggest and lead on quality improvement initiatives and service development.
- Approachable, professional, and empathetic
- Resilient under pressure
- Proactive and forward-thinking
- High integrity and commitment to confidentiality
- Previous supervisory or team leadership experience
- Excellent communication in verbal and written, and interpersonal skills
- Proficient in Microsoft Office including Outlook, Excel and Word
- Time management and multitasking capability
- Able to work independently and as part of a team
- Strong problem-solving skills and attention to detail
- GCSE English Grade C or above and three other GCSEs
- Proven administrative experience
- Experience in healthcare or similar high-paced, regulated environment
- A-Level or equivalent education
- Leadership or management qualification
- SystmOne user experience
- Approachable, professional, and empathetic
- Resilient under pressure
- Proactive and forward-thinking
- High integrity and commitment to confidentiality
- Previous supervisory or team leadership experience
- Excellent communication in verbal and written, and interpersonal skills
- Proficient in Microsoft Office including Outlook, Excel and Word
- Time management and multitasking capability
- Able to work independently and as part of a team
- Strong problem-solving skills and attention to detail
- GCSE English Grade C or above and three other GCSEs
- Proven administrative experience
- Experience in healthcare or similar high-paced, regulated environment
- A-Level or equivalent education
- Leadership or management qualification
- SystmOne user experience
Job summary
The Office Lead plays a key role in overseeing and coordinating the daily administrative operations of a busy GP surgery. They will be responsible for supervising the administrative and reception team, ensuring smooth patient services, maintaining compliance with healthcare regulations, and supporting strategic objectives. This role requires strong leadership, organisational, and interpersonal skills to foster a well-managed and patient-focused environment.
Main duties of the job
Responsible for managing daily administrative operations to ensure smooth practice workflow and service excellence. Oversees appointment systems, refines office procedures in line with regulations, and acts as a key contact for external agencies. Provides leadership to reception and admin staff, supporting rotas, performance reviews, training, and fostering an inclusive, collaborative team culture. Ensures high-quality patient interactions at the front desk and handles first-line complaints professionally. Assists with financial processes including invoicing, payroll, stock control, and record-keeping. Maintains compliance with GDPR, health and safety policies, and acts as Fire Marshal. Supports audits, inspections, and risk assessments. Works with the Practice Manager on strategic goals, contributes to quality initiatives such as QOF and the Friends and Family Test, and helps coordinate key meetings like the Patient Participation Group. Actively contributes to continuous improvement and service development.
About us
Church Road Surgery, located at 90 Church Road, Sheldon, Birmingham, B26 3TP, serves approximately 11,480 patients across its main site and its branch, Tile Cross Surgery.
The practice is part of Our Health Partnership, a collaboration of GP practices. This means extra benefits for our staff.
The Care Quality Commission (CQC) overall rating is"Good."
Date posted
14 April 2025
Pay scheme
Other
Salary
£13 an hour
Contract
Fixed term
Duration
365 days
Working pattern
Full-time
Reference number
A5704-25-0001
Job locations
Doctors Surgery
90 Church Road
Sheldon
Birmingham
B26 3TP
Job descriptionJob description
Job responsibilities
Key Responsibilities
Operational
Team Leadership & Development
Patient & Service Coordination
Finance and Resources
Compliance & Governance
Continuous Improvement & Strategy
Job responsibilities
Key Responsibilities
Operational
Team Leadership & Development
Patient & Service Coordination
Finance and Resources
Compliance & Governance
Continuous Improvement & Strategy
Person SpecificationPerson Specification
Personal Qualities
Essential
Experience
Essential
Qualifications
Essential
Desirable
Personal Qualities
Essential
Experience
Essential
Qualifications
Essential
Desirable
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
Church Road Surgery
Address
Doctors Surgery
90 Church Road
Sheldon
Birmingham
B26 3TP
Employer's website
Employer details
Employer name
Church Road Surgery
Address
Doctors Surgery
90 Church Road
Sheldon
Birmingham
B26 3TP
Employer's website
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.