Job summary
At Downend Health Group we are looking for Operations &
Workforce Manager (approximately 30 working hours per week). The operations
& Workforce Manager will provide consistent, coordinated operational
management across non-clinical teams. The post holder will lead on workforce
coordination, rota planning, absence management, support recruitment, and
oversee non-clinical operational delivery.
For further details email: bnssg.dhg-hr@nhs.net
Closing date for applications: Friday, 6th February 2026
We reserve the right to close this vacancy early if we
receive sufficient applications for the role. Therefore, if you are interested,
you are encouraged to submit your application as early as possible.
Main duties of the job
The Operations
& Workforce Manager will have operational responsibility for non-clinical
workforce coordination and processes but will not hold overall strategic or
executive accountability. Strategic planning, organisational direction and
high-level performance management remain the responsibility of the Executive
Management Team.
About us
At Downend Health Group, our team
and their wellbeing are some of our key priorities. The organisation has grown
from humble beginnings with a skeleton staff, to a workforce of over 100
employees, providing services from two purpose-built surgeries.
We are here to look after you as
much as we are able. We have a range of policies to help staff from a Menopause
Policy to resources on Mental Wellbeing. We also understand that flexibility is
key to a successful work- life balance and where possible, we offer flexibility
in working patterns to accommodate your needs.
Downend Health Group know that all
work and no play isn't great for anyone - we hold social gatherings, we run
sweepstakes on sporting events and deliver a monthly reward scheme that
recognises employees who have gone the extra mile. We value you and your
commitment to the practice and like to recognise this with small tokens of
appreciation.
Our recruitment process is fast and
friendly, at interview we offer a relaxed approach which we think is the best
environment for you to learn a little about us and where we can get to know
you. We wont keep you waiting long on our decision either and will respond to
you as quickly as possible. We welcome applications for our non-clinical roles
no matter what your career background. Our workforce team is built around
common goals and values, and empathy and patience are key attributes, we also
value your life skills which we believe are transferable to our workplace.
Job description
Job responsibilities
Operational
& Workforce Management
- Plan,
prepare and coordinate rotas for non-clinical teams and monitoring the
effectiveness of such rotas
- Manage
non-clinical staffs annual leave, sickness absence and other workforce requests
through Teamnet, ensuring adequate staffing levels and service continuity
- To
allocate, approve and monitor overtime for non-clinical staff, ensuring it is
authorised in advance and supported by a clear operational need
- Proactively
identify and resolve rota gaps, short-notice absences and day-to-day
operational staffing issues
- Conduct
return-to-work interviews and support absence management processes within non-clinical
teams
- Ensure
efficient cover arrangements during planned and unplanned staff absence
Staff
Management & Support
- Provide
line management support for Team Managers/Leads/Supervisors
- Manage
low-level performance concerns, capability and conduct issues in line with HR
policies
- Support
staff wellbeing and maintain a positive, supportive working environment
- Assist
with team meetings and provide operational cover where required
- Attending
and participation in Senior Management Team Meetings
Recruitment,
Induction & Workforce Processes
Supporting
the HR Lead with:
- Non-clinical
recruitment processes, including shortlisting, interviews and onboarding
- Staff
inductions, probation reviews and annual appraisals
- Maintaining
accurate workforce records and ensure compliance with employment policies
Administrative
Oversight & Quality
- Oversee
non-clinical workflows and conduct regular workflow audits to ensure efficiency
and consistency
- Identify
and troubleshoot operational issues across non-clinical services
- Participation
in the development and implementation of new non-clinical policies, procedures
and protocols
- Reviewing
and updating existing non-clinical policies, procedures and protocols
- Support
continuous improvement of non-clinical systems and ways of working
Patient
Experience & Communication
- Respond
to and manage low-level patient dissatisfaction and complaints relating to non-clinical
services, working with the Patient Experience Lead as required
- Ensure
learning from patient feedback is shared appropriately and used to improve
service delivery
Collaboration
& Leadership
- Act
as the key point of contact for non-clinical operations across the practice
- Work
closely with Executive Managers to provide operational insight and workforce
intelligence
Job description
Job responsibilities
Operational
& Workforce Management
- Plan,
prepare and coordinate rotas for non-clinical teams and monitoring the
effectiveness of such rotas
- Manage
non-clinical staffs annual leave, sickness absence and other workforce requests
through Teamnet, ensuring adequate staffing levels and service continuity
- To
allocate, approve and monitor overtime for non-clinical staff, ensuring it is
authorised in advance and supported by a clear operational need
- Proactively
identify and resolve rota gaps, short-notice absences and day-to-day
operational staffing issues
- Conduct
return-to-work interviews and support absence management processes within non-clinical
teams
- Ensure
efficient cover arrangements during planned and unplanned staff absence
Staff
Management & Support
- Provide
line management support for Team Managers/Leads/Supervisors
- Manage
low-level performance concerns, capability and conduct issues in line with HR
policies
- Support
staff wellbeing and maintain a positive, supportive working environment
- Assist
with team meetings and provide operational cover where required
- Attending
and participation in Senior Management Team Meetings
Recruitment,
Induction & Workforce Processes
Supporting
the HR Lead with:
- Non-clinical
recruitment processes, including shortlisting, interviews and onboarding
- Staff
inductions, probation reviews and annual appraisals
- Maintaining
accurate workforce records and ensure compliance with employment policies
Administrative
Oversight & Quality
- Oversee
non-clinical workflows and conduct regular workflow audits to ensure efficiency
and consistency
- Identify
and troubleshoot operational issues across non-clinical services
- Participation
in the development and implementation of new non-clinical policies, procedures
and protocols
- Reviewing
and updating existing non-clinical policies, procedures and protocols
- Support
continuous improvement of non-clinical systems and ways of working
Patient
Experience & Communication
- Respond
to and manage low-level patient dissatisfaction and complaints relating to non-clinical
services, working with the Patient Experience Lead as required
- Ensure
learning from patient feedback is shared appropriately and used to improve
service delivery
Collaboration
& Leadership
- Act
as the key point of contact for non-clinical operations across the practice
- Work
closely with Executive Managers to provide operational insight and workforce
intelligence
Person Specification
Experience
Essential
- Significant experience in non-clinical management or operational coordination, ideally within healthcare or a complex service environment.
- Proven experience of rota management, workforce planning and absence management.
- Experience managing staff performance and supporting supervisors or team leads.
- Strong organisational skills with the ability to manage competing priorities.
- Excellent communication skills, including handling sensitive staff and patient issues.
- Confident using IT systems, spreadsheets and workforce management tools.
Desirable
- Experience in primary care, NHS or PCN environments.
- Knowledge of HR processes, employment policies and best practice.
- Experience supporting recruitment, inductions and appraisals.
- Experience responding to patient feedback or complaints.
Person Specification
Experience
Essential
- Significant experience in non-clinical management or operational coordination, ideally within healthcare or a complex service environment.
- Proven experience of rota management, workforce planning and absence management.
- Experience managing staff performance and supporting supervisors or team leads.
- Strong organisational skills with the ability to manage competing priorities.
- Excellent communication skills, including handling sensitive staff and patient issues.
- Confident using IT systems, spreadsheets and workforce management tools.
Desirable
- Experience in primary care, NHS or PCN environments.
- Knowledge of HR processes, employment policies and best practice.
- Experience supporting recruitment, inductions and appraisals.
- Experience responding to patient feedback or complaints.
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.
