Practice Operations Manager

About Us

[Employer hidden — sign up to reveal] is a flourishing group of three East Cambridgeshire practices in Ely, Haddenham and Soham, serving c.45,000 patients and employing more than 170 people. We are people-centred, clinically ambitious, and forward-looking — embracing technology and innovation to deliver better outcomes for our communities. We are proud to host the NIHR Greater Cambridge & Suffolk Commercial Research Delivery Centre (Primary Care), one of only 14 nationally, reflecting our long-standing commitment to research and health improvement.

The Role

Haddenham Surgery is a well-established, friendly practice serving around 8,000 patients. We are looking for an exceptional operational leader — someone with the authority and confidence to run a GP practice to the highest standard, and the collaborative instinct to do it as part of something bigger. As Practice Operations Manager you will have genuine site-level autonomy: accountable for service quality, patient and staff experience, contractual and regulatory compliance, and the overall performance of Haddenham Surgery. You'll also be a full member of the [Employer hidden — sign up to reveal] Operations team, actively contributing to group strategy and owning your part in delivering it. We've deliberately redesigned this role to remove the tasks that make traditional practice management unmanageable. Payroll, management accounts, employment contracting, IT networking and infrastructure, and large estates projects sit with specialist central functions. This means you can focus on leading your practice well — on service quality, QOF performance, CQC readiness, and the staff and patient experience that makes Haddenham a practice people want to work in and attend — rather than spreading yourself across work that requires entirely different skill sets.

Your Responsibilities

• Lead the practice: Senior operational leader with full accountability for service delivery, quality and compliance. Maintain operational performance, capacity and patient flow. Lead local implementation of group policies. Own CQC readiness. Act as initial point of contact for patient complaints and significant events. Use operational data to identify trends and improvement opportunities.
• Lead your people: Responsible for staff experience. Provide visible, inclusive leadership. Ensure excellent induction and onboarding. Support local managers with rotas, capacity planning, absence monitoring, and workforce planning. Monitor compliance with mandatory training. Exercise delegated authority for local purchasing and recruitment.
• Manage the site: Take ownership of Health & Safety compliance. Ensure practice environment is safe and well-maintained. Act as key holder and participate in emergency and out-of-hours arrangements. Provide first-line IT support (NHSMail, Smartcards, SystmOne). Contribute to GDPR and information governance. Maintain oversight of shared operational resources including practice inboxes and social media channels.
• Engage your community: Co-deliver the Patient Forum and uphold the Patient Charter. Work proactively to obtain, collate and act on patient feedback. Contribute to production of patient engagement materials. Support planning and attendance at engagement events, including occasional events outside normal working hours.

Your Place in the Operations Team

The [Employer hidden — sign up to reveal] Operations team has three Practice Operations Managers working together as a core delivery unit. The Group Practice Operations Manager line-manages the other two POMs. Each year the Operations team identifies strategic projects that POMs lead or contribute to alongside BAU.

You should have or be:

• A genuinely enthusiastic, caring, and proactive approach with a clear passion for supporting both patients and colleagues
• A strong commitment to achieving the best for your team while also bringing out the best in them through encouragement, accountability, and support
• A confident and decisive leadership style, with the ability to make informed decisions and take ownership of outcomes
• The ability to build trusted, supportive relationships with the Haddenham GP partner, providing reassurance, practical support and collaborative problem-solving
• Highly organised and resilient with the capability to manage competing priorities in a fast-paced healthcare environment
• An engaged, collaborative mindset with strong communication skills — able to contribute actively to the wider Operations team, lead and influence at all levels, and build trusted relationships across the organisation
• A continuous improvement mindset, always looking for ways to enhance services, processes, and team performance.

It would be an advantage if you also:

• Have previous experience in primary care or an NHS setting, with a solid understanding of general practice operations
• Bring experience in managing resource allocation within a healthcare environment
• Have confidence in using clinical systems and digital tools to support efficient practice management and reporting
• Demonstrate experience in leading change, service improvement, or transformation initiatives
• Have a good understanding of workforce planning, rota management, and HR processes
• Show an interest in population health, community engagement, and improving access to services
• Already have, or are willing to work towards, an iGPM accreditation.

Working pattern and flexibility

The role includes shared responsibility as a site key holder. The postholder is expected to be flexible in their day-to-day working hours. May be required to work outside normal hours occasionally. [Employer hidden — sign up to reveal] will seek to work flexibly with the postholder.

Application Instructions

If you are interested in this role please send a CV and covering letter to: [Employer hidden — sign up to reveal] or click here. Closing date: Sunday 17 May 2026. Please note we reserve the right to close this vacancy early.