Job summary
We are seeking a motivated, organised, and reliable individual to join Wychbury Medical Group as a Management Support Officer. This varied role provides essential support to the leadership team, including arranging meetings, preparing agendas, taking confidential minutes, and assisting with HR, training, governance, and health and safety processes.
The post holder will also support the management of patient feedback and complaints, ensuring issues are handled sensitively, professionally, and efficiently, contributing to positive outcomes and service improvements.
Flexibility and responsibility are required, including acting as a key holder on occasion to facilitate Saturday premises checks and property maintenance, ensuring the practice remains safe and operational. This role is ideal for someone proactive, attentive to detail, and committed to supporting a patient-focused and efficient practice.
Main duties of the job
The post holder will act as a key point of contact for patients and carers, managing feedback and complaints in a timely, sensitive, and professional manner. This includes investigating concerns, resolving issues where possible, and escalating matters appropriately to senior management. The role involves working collaboratively with clinical and managerial teams to resolve concerns and improve patient experience, while maintaining accurate and up-to-date complaints and feedback records in line with organisational policy, governance requirements, and data protection legislation.
The post holder will coordinate Significant Event Analysis, ensuring timely follow-up of actions and reporting relevant events involving other healthcare providers via Datix. They will provide administrative support to the Management Team, including arranging meetings, preparing agendas, confidential minute-taking, and monitoring action points. The role also supports recruitment and HR processes, training coordination, compliance with CQC and other regulatory frameworks, staff communications, and health and safety processes. The post holder may be required to undertake additional duties in line with service needs.
About us
Wychbury Medical Group is a large, well-established GP practice serving approximately 23,000 patients across three sites. The role is primarily based at Wychbury Medical Centre, with occasional requirements to attend our other two sites; all locations are within a 3-mile radius.
We have a large, friendly, and supportive administration team, the majority of whom are based at Wychbury Medical Centre. Teamwork, mutual respect, and a patient-centred approach are central to how we work, and new colleagues are welcomed and supported as part of the wider practice team.
The practice was rated Good by the CQC in November 2025, reflecting our ongoing commitment to delivering safe, effective, and high-quality care to our patients.
As a busy, forward-thinking practice, we value reliability, flexibility, and a positive attitude. We aim to provide a supportive working environment with opportunities to develop skills and contribute to the continued improvement of our services.
Job description
Job responsibilities
main job responsibilities
act as a key point of contact for patients and carers providing non clinical advice and support managing feedback and complaints in a timely sensitive and professional manner including investigation resolution where possible and appropriate escalation to senior management
work collaboratively with clinical and managerial teams to resolve concerns and maintain accurate up to date complaints and feedback records in line with organisational policy governance requirements and data protection legislation
coordinate significant event analysis ensuring timely follow up of action items and reporting significant events involving other healthcare providers via datix
provide administrative support to the management team including scheduling meetings booking rooms preparing agendas confidential minute taking and ensuring follow up of action items
support recruitment and hr processes including maintaining up to date personnel files onboarding documentation training records scheduling appraisals completing monthly workforce audits and maintaining records on teamnet
support the planning and coordination of mandatory and role specific training including reminders and tracking completion
assist with compliance against cqc gdpr dspt and other regulatory frameworks
prepare staff communications and updates
support health and safety processes including incident reporting building maintenance repairs and services ensuring compliance with health and safety regulations under management guidance
undertake other duties as required in line with service needs workload and staffing levels
Job description
Job responsibilities
main job responsibilities
act as a key point of contact for patients and carers providing non clinical advice and support managing feedback and complaints in a timely sensitive and professional manner including investigation resolution where possible and appropriate escalation to senior management
work collaboratively with clinical and managerial teams to resolve concerns and maintain accurate up to date complaints and feedback records in line with organisational policy governance requirements and data protection legislation
coordinate significant event analysis ensuring timely follow up of action items and reporting significant events involving other healthcare providers via datix
provide administrative support to the management team including scheduling meetings booking rooms preparing agendas confidential minute taking and ensuring follow up of action items
support recruitment and hr processes including maintaining up to date personnel files onboarding documentation training records scheduling appraisals completing monthly workforce audits and maintaining records on teamnet
support the planning and coordination of mandatory and role specific training including reminders and tracking completion
assist with compliance against cqc gdpr dspt and other regulatory frameworks
prepare staff communications and updates
support health and safety processes including incident reporting building maintenance repairs and services ensuring compliance with health and safety regulations under management guidance
undertake other duties as required in line with service needs workload and staffing levels
Person Specification
Knowledge and Skills
Essential
- Excellent verbal and written communication skills
- Competent in the use of Microsoft Office applications including Outlook
- Effective time management skills with the ability to plan and organise workload
- Ability to solve problems and process information accurately and effectively
- Ability to use own initiative and exercise discretion and sensitivity
- Ability to work effectively both as part of a team and autonomously
- Good organisational skills with the ability to utilise resources effectively
- Clear and polite telephone manner
- Motivated proactive flexible and cooperative approach to work
- Ability to work with people from all backgrounds demonstrating respect for diversity and different lifestyles
- Understanding of safeguarding adults and children
- Ability to demonstrate personal accountability emotional resilience and the ability to work well under pressure
- Knowledge of and ability to work in line with key policies and procedures
- High levels of integrity and professionalism
Desirable
- Ability to remain sensitive and empathetic when dealing with distressing or challenging situations
Qualifications
Essential
- Good standard of education including GCSE Maths and English at Grade C or above or equivalent qualifications such as Functional Skills Level 2 in Maths and English
Desirable
- Typing qualification such as OCR or RSA Diploma
Other Requirements and Wider Responsibilities
Essential
- Satisfactory Disclosure and Barring Service DBS check
- Access to own transport and ability to travel across the locality
Desirable
- Flexibility to work outside core office hours including occasional early morning evening or Saturday working
Experience
Essential
- Experience of working with the general public
- Experience of secretarial or administrative work including preparation of meeting agendas and accurate minute taking
Desirable
- Experience of dealing with customer or patient complaints
- Experience of working within a healthcare setting
Person Specification
Knowledge and Skills
Essential
- Excellent verbal and written communication skills
- Competent in the use of Microsoft Office applications including Outlook
- Effective time management skills with the ability to plan and organise workload
- Ability to solve problems and process information accurately and effectively
- Ability to use own initiative and exercise discretion and sensitivity
- Ability to work effectively both as part of a team and autonomously
- Good organisational skills with the ability to utilise resources effectively
- Clear and polite telephone manner
- Motivated proactive flexible and cooperative approach to work
- Ability to work with people from all backgrounds demonstrating respect for diversity and different lifestyles
- Understanding of safeguarding adults and children
- Ability to demonstrate personal accountability emotional resilience and the ability to work well under pressure
- Knowledge of and ability to work in line with key policies and procedures
- High levels of integrity and professionalism
Desirable
- Ability to remain sensitive and empathetic when dealing with distressing or challenging situations
Qualifications
Essential
- Good standard of education including GCSE Maths and English at Grade C or above or equivalent qualifications such as Functional Skills Level 2 in Maths and English
Desirable
- Typing qualification such as OCR or RSA Diploma
Other Requirements and Wider Responsibilities
Essential
- Satisfactory Disclosure and Barring Service DBS check
- Access to own transport and ability to travel across the locality
Desirable
- Flexibility to work outside core office hours including occasional early morning evening or Saturday working
Experience
Essential
- Experience of working with the general public
- Experience of secretarial or administrative work including preparation of meeting agendas and accurate minute taking
Desirable
- Experience of dealing with customer or patient complaints
- Experience of working within a healthcare setting
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.
