Job Description

Operations Manager - Crown Heights Medical Centre

Location:

Alencon Link, Basingstoke, Hampshire RG21 7AN

Salary:

Competitive, depending on experience

Contract:

Permanent

Hours:

Full-time, 37.5 hours per week

Closing Date:

31 December 2025

About Us

Crown Heights Medical Centre is a forward-thinking GP practice in central Basingstoke, serving over 27,000 patients across a wide area, including two residential/nursing homes. We are supported by a dedicated team of GPs, nurses, HCAs, paramedics, care coordinators, and allied healthcare professionals. Our focus is on improving patient outcomes, and we have recently undergone internal changes to enhance our workflow processes.

Role Overview

We are seeking an experienced Operations Manager to provide operational leadership, manage HR processes, and oversee complaints and safeguarding alongside the Practice Manager and clinical leads. This role involves line management of non-clinical teams, ensuring smooth day-to-day operations, effective workforce management, and compliance with statutory requirements. The Operations Manager will also deputise for the Practice Manager as required.

Key Responsibilities

Operational Leadership:

Lead day-to-day operational delivery, ensuring teams function efficiently and patient services run smoothly. Oversee staffing rotas and EMIS templates for all staff.

Human Resources & Workforce Management:

Lead recruitment, onboarding, induction, and probation management for non-clinical staff. Oversee appraisals, absence management, and staff performance. Support the Practice Manager with employee relations cases, investigations, and disciplinary/grievance processes.

Complaints Lead:

Act as the practice's Complaints Lead, managing the complaints process in line with NHS regulations and practice policy. Coordinate investigations with relevant staff and clinicians, ensuring responses are timely, thorough, and empathetic. Identify learning points and implement service improvements arising from complaints.

Safeguarding Lead (Operational):

Serve as the Operational Safeguarding Lead, working alongside the GP Safeguarding Lead and Safeguarding Administrator. Ensure safeguarding referrals are logged, tracked, and actioned appropriately. Monitor staff training compliance and maintain safeguarding records. Liaise with local safeguarding boards and external agencies as required.

Governance & Compliance:

Support the delivery of QOF, enhanced services, and CQC compliance. Maintain and implement practice policies and procedures. Assist in audits, reporting, and operational governance.

Service Improvement:

Identify and implement improvements in operational systems, workflows, and team performance. Support practice-wide initiatives to enhance patient experience and safety.
Person Specification

Essential:

Proven experience managing operational teams (20+ staff) Strong HR knowledge, including recruitment, onboarding, absence management, and employee relations Experience managing complaints in healthcare or regulated settings Excellent organisational, leadership, and communication skills Ability to manage multiple priorities and deliver under pressure Management or team leader qualification (ILM Level 3 or similar)

Desirable:

Experience in large GP practices (>20,000 patients) CIPD Level 3 or above Experience as a safeguarding lead in primary care EMIS or similar clinical system experience Experience leading QI or service improvement projects Understanding of safeguarding policy and statutory obligations Previous NHS/PCN experience
Additional Information

The Operations Manager will be expected to deputise for the Practice Manager in all operational matters, including staff and partner meetings if necessary. This is a high-profile leadership role requiring discretion, integrity, and the ability to lead large teams in a busy primary care environment.
How to Apply

For more information or to apply, please apply here or visit our NHS Jobs listing. For any questions about the role, please contact Chloe Rovetto, Practice Manager, at chloe.rovetto@nhs.net or call 01256 868395.

Job Types: Full-time, Permanent

Pay: From 20.00 per hour

Expected hours: 37.5 per week

Benefits:

Company events Company pension On-site parking Sick pay
Ability to commute/relocate:

Basingstoke RG21: reliably commute or plan to relocate before starting work (required)
Application question(s):

Have you got any previous NHS GP Practice management experience
Experience:

Management: 5 years (required) Human resources: 5 years (required)
Licence/Certification:

CIPD in HR level 3 (preferred)
Work Location: In person