Operations Manager at Wyndham House Surgery in Exeter
About the role
Job summary
The Operations Manager at Wyndham House will provide local leadership and operational oversight, ensuring the safe, effective and efficient day-to-day running of the practice.
The post holder will oversee the coordination of both clinical and non-clinical services, ensuring effective workflows, appropriate resource allocation and a positive patient experience.
They will act as the first point of contact for operational issues, proactively identifying risks and implementing practical solutions to maintain continuity of service.
Working closely with the Partners and Group Manager, the Operations Manager will be responsible for ensuring that local systems, processes and ways of working remain effective and responsive to changing service demands. They will also provide local oversight of regulatory compliance.
The role presents an opportunity for an experienced operational leader with strong people management skills to further develop their leadership capabilities within a supportive and collaborative environment.
The post holder will play a key role in maintaining a positive team culture, ensuring high standards of patient care, and embedding efficient systems and processes within the practice.
Main duties of the job The post holder will lead the day-to-day operational running of the practice, ensuring that services are delivered safely, effectively and in line with practice priorities.
This includes coordinating workflows, overseeing administrative and dispensing systems, supporting patient access, and ensuring that the practice runs smoothly on a daily basis. The role will require a visible presence within the team, providing leadership, direction and support to both clinical and non-clinical staff.
Responsibility for regulatory compliance, including CQC standards, health and safety, and infection control, will sit within the role, with support from central functions where appropriate.
About us
Wyndham House Surgery is committed to high quality, accessible, community based healthcare. We are a friendly, healthy, hardworking, innovative team who share core values of empathy, trust and honesty, in a harmonious, supportive environment. We are a rural, dispensing practice in the centre of the village of Silverton.
We have been involved in GP Training for over 30 years and have been affiliated with the Peninsula Medical School since its formation. We are Research accredited and actively participate in the Peninsula Primary Care Research Network.
You'll be joining an experienced and welcoming team where everyone plays an important role in delivering excellent patient care.
Job description
Job
responsibilities
Workforce Planning & Rota Management The Operations Manager will have overall responsibility for workforce planning across the practice, ensuring that staffing levels meet operational demand whilst supporting staff wellbeing and business continuity.
This will include: Planning and maintaining clinical and non-clinical rotas. Coordinating annual leave, study leave and other planned absences. Managing short-term staffing issues and arranging appropriate cover.
Working with partners ensure safe staffing levels. Monitoring workforce capacity and identifying future workforce requirements. Supporting recruitment planning and succession planning where appropriate.
The post holder will continually review workforce utilisation and identify opportunities to improve efficiency and resilience. Dispensary Management The Operations Manager will provide operational oversight of the dispensary, ensuring safe, effective and compliant service delivery.
Working closely with the dispensary team and Lead Dispenser, responsibilities will include: Supporting the day-to-day operational management of the dispensary. Ensuring appropriate staffing, workload management and rota coordination. Supporting recruitment, induction and development of dispensary staff.
Monitoring operational performance and identifying opportunities for improvement. Working with the Group Manager and Partners to support future development of dispensing services. Ensuring compliance with relevant dispensing regulations and practice policies, supported by central quality and compliance functions where appropriate.
People Management & Team Development The Operations Manager will provide day-to-day leadership for administrative, reception and dispensary teams, creating a positive, supportive and accountable working culture.
Responsibilities will include: Line management of non-clinical staff. Conducting regular one-to-ones and annual appraisals. Supporting staff wellbeing and development.
Managing attendance, performance and conduct in line with HR policies. Leading team meetings and maintaining effective communication. Supporting individuals through change and embedding new ways of working.
The role will involve maintaining clear and consistent communication across the whole team, supporting engagement, and ensuring that expectations are understood.
Systems, Processes & Continuous Improvement The post holder will support the coordination and optimisation of practice systems, including appointment processes, administrative workflows, and digital tools.
They will work to identify opportunities to improve efficiency, reduce duplication, and strengthen processes that support patient care and operational delivery. There will be a particular focus on maintaining and supporting systems already familiar to the practice (e.g.
SystemOne, QoF processes), with access to wider expertise where required. Quality, Compliance & Governance The Operations Manager will hold local oversight of quality and compliance.
This includes ensuring that policies are implemented and maintained, supporting readiness for inspections, and embedding learning from significant events and complaints.
Central support will be available for: Information governance CQC preparation and audits Policy development Risk management This allows the role to focus on local implementation and oversight, rather than full ownership of all compliance functions.
Financial & Performance Awareness The role will contribute to the effective operational delivery of performance targets, including QoF and other contractual requirements.
While full financial management will not sit within this role, the post holder will maintain awareness of operational performance and support processes that contribute to financial sustainability. Support from central finance functions will be available where required.
Collaboration & Wider Engagement The Operations Manager will work as part of the AHG leadership structure, attending management meetings and contributing to shared learning and decision-making. PCN representation will initially be supported, with the opportunity for the post holder to take on this responsibility over time if appropriate.
The role will support the implementation of wider organisational priorities at a local level, ensuring alignment between Wyndham and AHG Support Structure A structured support model will be in place, including: Regular support from the Group Manager Monthly 1:1 mentorship Access to central specialist functions (HR, compliance, IG, finance, comms) Peer support from other Operations Managers Formal training opportunities (including Primary Care management training) Person Specification Experience Essential Strong organisational and problem-solving skills Excellent communication and interpersonal skills Ability to coordinate and prioritise workload effectively Confidence using IT systems and data Commitment to high standards of patient care and service delivery Ability to manage competing operational priorities.
Experience of workforce planning and rota management. Ability to lead teams through change and service development. Experience of managing operational performance Confident decision-maker.
Resilient and adaptable. Able to build positive working relationships across multidisciplinary teams. Committed to continuous improvement.
Desirable Experience within a healthcare or primary care setting Understanding of QoF, recalls, or practice systems Experience of working with digital systems (e.g. SystemOne) Experience of working within, or managing, a dispensing practice, with an understanding of the associated operational and regulatory
requirements
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.
