Site Operational Support Manager

Martello Health Centre

The closing date is 02 December 2021

Job summary

An exciting opportunity has arisen for two Operational Support Managers to join the team at The Marsh Practices.

The role of Operational Support Manager will support the Practice Manager, Clinical Lead and Departmental Managers to ensure continuous service provision is maintained throughout all areas of the administration team.

Main duties of the job

  • Taking minutes of meetings
  • Maintaining records on excel spreadsheets
  • Monitoring the generic surgery email inbox
  • Leading and gathering information for the morning daily huddles
  • Keep notices, leaflets, and the PPG up to date
  • Investigation of and drafting responses to complaints
  • Assist the practice manager with any health and safety reviews and oversee action plans
  • Test the fire alarms weekly
  • Co-ordinate diaries
  • Co-ordinate team meetings and administration by sending diary invites and action logs
  • Be a main point of contact for day-to-day operational issues
  • Ensure all statutory and mandatory training records for staff are up to date (via cascade) and compliant
  • Support IG lead

About us

We are a non-profit company, with a passion for primary care. We have a wide range of services such as GP surgeries, services in Urgent Treatment Centres, a Community Primary Care mental health service, GP staff training service and the list is growing all the time.

We are formed by a federation of General Practitioners working in Canterbury and South Kent Coast areas of East Kent.

Our aim is to provide local, high quality services for local people by collaborating with other established organisations in the health and social care community.

Our commitment to equality and diversity: We are passionate about diversity and recognise that as individuals, we all bring something unique to the role regardless of any protected characteristics which is why we treat all of our people equally, without compromise. We are committed to providing equality and fairness throughout our recruitment and employment practices and not to discriminate on any grounds.

Based on the quality and quantity of applications received, Invicta Health reserves the right to close this vacancy sooner than the specified closing date. Applicants will be notified of this where possible. Therefore, early applications are encouraged.

Job description

Job responsibilities

  • With Reception Manager and Operational manager colleague, lead on day-to-day operational issues within the practice
  • To provide support and assist with the administration tasks for the workflow optimisation team with letter coding into the medical records ensuring the most up to date codes are used and processes are streamlined to reducing workload onto the clinical team.
  • Direct line management of administration team members
  • Lead on Health and Safety, including risk assessments and register of compliance/PAT testing etc, fire safety
  • Lead onsite maintenance requirement
  • Clinical rota management
  • Administrative rota management
  • Lead on complaint investigation and co-ordination of the investigations with the support of the clinical leads
  • To draft responses to formal complaints on behalf of the Practice Manager
  • To respond to informal complaints and queries as appropriate
  • Responsible for reviewing all complaints put onto Ulysses by staff members
  • Responsible to uploading complaints to Ulysses that come in via post, email, or telephone call to yourself
  • Deputise for Practice Manager as and when needed
  • Mentor and support apprentices
  • Assist with the administration work associated with the surgery Patient Participation Group
  • Assist the Practice Manager with other administrative duties, as required
  • To assist as required, to train staff, improve systems, introduce new procedures, and generally assist in improving the overall efficiency of the Practice’s operations.
  • To ensure the administrative staff increase skill mix to support business continuity.
  • To train others in surgery processes to support business continuity
  • To ensure staff are trained in how to active and edit patient online access requests.
  • To escalate any potential problem areas as required.
  • To develop and maintain effective communication within the organisation
  • To treat all patients and members of the public with respect and not to discriminate on the grounds of age, disability, gender reassignment, race, religion or belief, gender, sexual orientation, marriage or civil partnership, or pregnancy and maternity or any other issue.
  • To ensure that Health and Safety guidelines are observed at all times and alert management to any concerns found.
  • To be aware of guidelines relating to the safeguarding of children and vulnerable adults.
  • To ensure that strict confidentiality is observed at all times, especially when dealing with patient identifiable information.

Person Specification



  • At least 2 years' management experience
  • Experience of:
  • Strategic planning
  • Dealing with the public
  • Successful team working and leadership
  • Developing new systems and services
  • Chairing and minuting meetings



  • Level 3 Maths and English (or equivalent)
  • Proficient in Microsoft Office


  • Qualification in management/ practice management or relevant degree level qualification

Key Skills


  • Strong organisational and time management skills
  • Strong financial management skill, including budget control
  • Excellent interpersonal and communication skills (both written and verbal)
  • Ability to make effective decisions under pressure


  • An ability to troubleshoot technical problems with IT equipment and systems

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

Martello Health Centre


20 Chapel Road


Romney Marsh


TN29 0TD

Employer's website (Opens in a new tab)

For help with your application, contact:

Sophie Williams


Date posted

18 November 2021

Pay scheme

Agenda for change


Band 5


£26,654 to £31,533 a year



Working pattern

Full-time, Flexible working

Reference number


Job locations

20 Chapel Road


Romney Marsh


TN29 0TD

Supporting documents

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0300 330 1013

Outside UK:

+44 300 330 1013

Opening times:

Monday to Friday: 8am to 6pm

Saturday: 9am to 3pm

Closed Bank Holidays including Easter Sunday, Christmas Day, Boxing Day and New Year's Day.