Job Description

Compass House Medical Centres is a thriving, forward-thinking practice rated CQC Outstanding and proudly accredited Investors in People Gold. We are committed to high levels of patient care, compassionate leadership, continuous improvement and supporting our exceptional staff team.

We are now recruiting a new Workforce Services Lead to strengthen our HR processes, workforce systems, rotas and governance as part of our next phase of development.

About the role

The Workforce Services Lead will:

Lead on HR administration, ensuring systems, processes and documentation are accurate, compliant and well organised. Oversee GP and nursing rotas, ensuring safe staffing, timely planning and proactive gap management. Coordinate recruitment administration, onboarding and HR documentation. Liaise with our external HR advisors and support managers to apply consistent HR practice. Maintain HR and workforce evidence for the CQC Well-Led domain. Produce and maintain workforce KPIs and dashboards, including absence, training and compliance data. Lead the PPG (Patient Participation Group), strengthening patient engagement and feedback. Support patient surveys, improvement plans and communication initiatives. Lead on complex, HR-related or escalated complaints, supporting learning and service improvement. Support organisational projects, including reviewing HR systems and digital solutions.
This role suits someone proactive, organised and confident working independently while supporting a collaborative leadership team.

Who we're looking for

Someone who:

Has strong experience in HR administration or workforce coordination. Enjoys improving systems, processes and accuracy. Communicates clearly and professionally. Works well independently and as part of a supportive team. Handles sensitive information responsibly and confidently. Has strong organisational skills and attention to detail. Can plan ahead, anticipate issues and make sensible recommendations. Aligns with our values of Caring, Teamwork, Collaboration, Excellence, Listening and Innovation.
NHS or primary care experience is welcome but not essential for the right candidate.

Why join Compass House?

We are an Investors in People Gold organisation. We prioritise wellbeing and team development. You will join a stable, supportive and experienced leadership team. We care deeply about doing things well, both for patients and for our people.

Salary

28k-32K FTE, Dependent on experience.

How to Apply

Please read the full and Person Specification carefully before applying.

Applicants

must

submit:

A CV, and A covering letter clearly explaining why you are the right person for this role, demonstrating how you meet the essential criteria and, where relevant, the desirable criteria in the person specification..
Applications without a tailored covering letter will not be shortlisted.

We look forward to welcoming the right person into our exceptional team.

We encourage early applications, as we reserve the right to close the advert once sufficient suitable applicants have been received and shortlisted for interview.

Full job summary below-

JOB SUMMARY:

The Workforce Services Lead will play a key leadership role at Compass House, providing oversight, coordination and continuous improvement across HR processes, workforce systems, rota planning and administrative governance. Working closely with the Management Partner, Operations Manager and Care Coordinator Manager, the post holder will support the smooth and effective running of the practice by ensuring that our HR administration is robust, compliant and efficient, and that staffing rotas and workforce planning are accurate, timely and aligned to operational needs.

This role requires exceptional organisational skills, strong attention to detail, and the ability to think proactively, problem?solve independently and drive improvements in HR and workforce processes. The post holder will work autonomously, taking responsibility for projects, reviewing systems, implementing better ways of working and supporting managers with consistent HR practice. They will also have oversight of complex complaints and HR?related cases, working closely with the Care Coordinator Manager who manages the majority of day?to?day complaints.

The Workforce Services Lead will contribute to our Investors in People Gold culture by supporting staff training records, capturing relevant data and metrics, and helping ensure our HR and workforce systems reflect our commitment to high standards, fairness and staff wellbeing.

MAIN RESPONSIBILITIES

1. HR Administration & Workforce Processes

Maintain accurate and up?to?date personnel records for all staff, ensuring compliance with CQC and employment standards. Lead on reviewing HR processes and exploring digital solutions, including electronic HR systems, to improve efficiency and accuracy. Liaise with external HR advisors to obtain guidance, ensure consistent application of policies and support managers in following correct procedures. Coordinate recruitment administration including drafting adverts, job descriptions and onboarding documentation. Support managers with HR processes such as induction tracking, probation documentation, absence monitoring and return?to?work processes. Ensure staff are aware of relevant HR policies and that updates are communicated consistently across teams. Maintain HR documentation (probation, return-to-work, performance, training logs) to a high standard, ensuring completeness, accuracy and audit readiness. Maintain up-to-date HR evidence required for CQC Well-Led domain and support consistency of HR policy implementation across teams. and that updates are communicated consistently across teams. Maintain oversight of mandatory and development training records, capturing hours and identifying training needs. Support the management of HR KPIs, including sickness, absence, training compliance and workforce data.

2. Workforce Planning & Scheduling

Lead on the creation, coordination and maintenance of GP, nurse and wider clinical rotas. Monitor sickness and absence levels, proactively identifying gaps and ensuring appropriate cover is sourced. Liaise with locum agencies and individual locums to secure cover as required, ensuring accurate documentation and onboarding. Maintain and update rota systems, ensuring accuracy and timely communication to all stakeholders. Ensure workforce planning supports safe staffing levels across clinical and non-clinical teams, escalating risks promptly. Provide workforce information to the Managing Partner and leadership team to support decision?making and operational planning.

3. Students, Trainees & Work Placements

Act as the primary administrative contact for registrars, medical students and trainees. Coordinate schedules, documentation, contracts, onboarding and placement requirements. Ensure all necessary paperwork is completed and returned, and maintain accurate records. Provide induction packs and information to incoming trainees.

4. Patient Feedback, PPG & Surveys

Support the Management Partner and Operations Manager with patient surveys, improvement plans and data collation, taking ownership of defined areas where appropriate. Support patient inclusion by helping ensure PPG membership reflects the diversity of the practice population., improvement plans and data collation, taking ownership of defined areas where appropriate. Be the lead for the PPG, including communication, meeting coordination, member engagement, follow?up actions and working proactively to build an active, diverse and representative PPG membership. Develop and maintain a clear annual PPG schedule, ensuring meetings are well?planned, purposeful and aligned with practice priorities. Work collaboratively with the PPG Chair to co?design meeting agendas, ensuring patient voices shape improvements and service development. Produce and share accurate meeting notes, action logs and updates with the Leadership Team and wider practice where appropriate. Increase PPG visibility within the practice through proactive communication, recruitment of new members and regular updates to staff and patients. Contribute to the analysis of feedback from surveys, NHS Choices, Friends & Family Test and the PPG, helping prepare improvement recommendations. Lead on patient communication initiatives where required.

5. Complaints - Designated Complaints Lead

Be the Designated Complaints Lead for the practice, holding overall responsibility for ensuring the complaints process is managed effectively, transparently and in line with regulatory standards. Lead on complex, HR?related, legal or multi?agency complaints, ensuring thorough documentation, clear audit trails and timely responses. Draft high?quality, compassionate written responses in the Compass House tone of voice. Liaise with clinicians, NHS England, legal advisors and other stakeholders where investigations require multidisciplinary input. Provide oversight, guidance and assurance to the Care Coordinator Manager, who manages the majority of day?to?day and first?line complaints. Analyse complaint themes, identify trends, and highlight areas for improvement or training needs. Ensure compliments are acknowledged, recorded, shared with staff and reflected in staff files where appropriate. Support the collation and monitoring of patient feedback received via email, the website, NHS Choices, Healthwatch, PPG and other channels. Ensure learning from complaints and feedback is shared with the Leadership Team and cascaded appropriately across the practice.

6. Project Management & Process Improvement.

Lead and deliver HR, workforce and organisational improvement projects from scoping to implementation. Map existing processes and identify opportunities for improvement in efficiency, accuracy and compliance. Trial, implement and evaluate new systems or tools, including HR platforms and workforce dashboards. Ensure workforce processes support accurate data entry, coding and recall processes where these intersect with HR or rota systems. Contribute to digital and access transformation projects where they impact workforce or HR processes. Trial, implement and evaluate new systems or tools, including HR platforms and workforce dashboards. Support the Leadership Team with Investors in People planning, data collection and improvement actions. Produce reports, metrics and dashboards to track KPIs and outcomes.

7. Wider Practice Leadership

Work collaboratively with the Managing Partner, Operations Manager and Leadership Team to support practice?wide priorities. Contribute to weekly leadership meetings and monthly practice meetings, produce agendas and take minutes and actions. Support culture, engagement and wellbeing initiatives across Compass House. Provide cross?cover for the management team where appropriate. Model Compass House values of Caring, Teamwork, Collaboration, Excellence, Listening and Innovation.

The duties and responsibilities listed above are not exhaustive and may be reviewed, amended or expanded following discussion with the post holder to meet the needs of the practice.

Job Type: Full-time

Pay: 28,000.00-32,000.00 per year

Benefits:

Company pension
Work Location: In person

Application deadline: 10/12/2025