Patient Services Manager

Posting date:	25 February 2026
Salary:	£34,727.00 per year
Additional salary information:	£34727.00 a year
Hours:	Full time
Closing date:	11 March 2026
Location:	Trowbridge, BA14 8LW
Company:	NHS Jobs
Job type:	Permanent
Job reference:	A0240-26-0001

Summary

JOB TITLE: Patient Services Manager REPORTING TO: Practice Manager HOURS: 37 hours per week over five days Job Summary Responsible for leading and managing the patient facing administration teams and overseeing patient communication channels. The role oversees the teams responsible for patient administration, our regular patient communications through the website, social media and newsletter and managing our complaints and compliments process, providing insight into trends to better inform planning and service offering. The role also acts as the first point of contact for IT issues within the practice, resolving or escalating as needed. The main responsibilities of the role include but are not limited to the below: Lead and manage administrative teams including appraisals, performance management, training compliance, absence management, recruitment, induction, managing probation periods and leave planning. Coordination of the complaints process, ensuring complaints are logged and acknowledged. Work with the complaints lead to ensure all complaints responded to accordingly. Produce reports, identify trends and share insights. First point of contact for patient queries requiring management involvement. Log compliments and ensure shared with relevant staff. Manage and maintain the practice website (through our provider) ensuring accuracy and compliance. Oversee social media channels, ensuring regular, relevant content. Monitor online reviews and take appropriate action. Produce the practice newsletter. Promote and support digital access routes for patients. Support the Patient Participation Group (PPG) in fulfilling their role. Collate Friends and Family feedback. Analyse comments, identify trends and produce reports. Ensure all processes are in line with NHS, ICB and CQC requirements. Ensure all patient communications on (screens and notice boards) are up to date and relevant. Maintain and update all SOPs and policies within areas of responsibility. Act as the practice IT lead: be first point of contact for staff, resolve issues where possible, and attend IT meetings, reporting back to the management team. Confidentiality: While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. To monitor service provision to ensure that services are being delivered in line with contract. Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/Professional Development: The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Quality: The post-holder will strive to maintain quality within the Practice, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources. Communication: The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognise peoples needs for alternative methods of communication and respond accordingly. Contribution to the Implementation of Services: The post-holder will: Apply Practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate. Health and Safety: It is the responsibility of all employees to work with managers to achieve a safe environment, and to take reasonable care of themselves and others. Changes to this Job Description: The duties and responsibilities outlined in this list are neither definitive nor restrictive and may change in detail from time to time as the post develops to meet the changing needs of the surgery. You may be asked to complete additional tasks or take on new tasks as deemed appropriate. Pre-employment checks will be completed on successful applicants