Site Operations Manager

Posting date:	23 April 2026
Salary:	£35,000.00 to £45,000.00 per year
Additional salary information:	£35000.00 - £45000.00 a year
Hours:	Full time
Closing date:	31 May 2026
Location:	London, SE13 5PJ
Company:	NHS Jobs
Job type:	Permanent
Job reference:	A5321-26-0018

Summary

Purpose of the role You will lead the daytoday operational delivery of multiple GP Practices, ensuring they are safe, wellorganised, and consistently deliver a highquality, welcoming patient experience. As the leader of the Patient Welcome Team, you will ensure every patient receives a professional, efficient, and friendly service from the moment they arrive. This is a handson operational leadership role, responsible for the smooth running of reception and waiting areas, managing team performance, rotas, and workload, and supporting frontline colleagues to maintain excellent service flow and KPI delivery. You will act as the onsite Health & Safety Officer, upholding site standards, compliance, and environmental safety while working closely with clinical, nonclinical, Facilities Management, and central teams. You will be a key operational partner to clinical leadership, ensuring the sites run efficiently, staff are effective and supported, and the environment reflects our values of compassion, professionalism, and teamwork.Key relationships Operations Director: reporting on performance, risks, people, and improvements Reception/Welcome Team members: day-to-day leadership, supervision, and support. Clinical team (GPs, nurses, HCAs, and other clinicians): daily coordination to maintain smooth patient flow. Central administrative and call-handling teams: collaboration to ensure consistent patient service across all channels. Facilities Management team: coordination on Health & Safety, cleaning, maintenance, and equipment. Patients and carers: positive, front-line interaction and issue resolution. People & Performance team: onboarding, training, and performance management support.Key responsibilities1. Patient Experience and Operational Delivery Oversee the smooth daily running of frontdesk and patient welcome operations, ensuring efficient checkin, patient flow, and consistently high service quality. Ensure patient details and key health information are updated accurately at every visit. Monitor appointment books and service flow, identifying and correcting scheduling or operational issues, and coordinating with central teams where needed. Maintain high onsite visibility, proactively identifying and resolving operational issues and preventing recurrence. Ensure both sites are consistently clean, organised, professional, and reflective of organisational values and patient experience standards. Ensure the environment enables safe, efficient clinical and nonclinical workflows. Deliver operational KPIs across both sites, including patient flow, checkin times, capture of required observations, and overall service performance. Monitor and act on daily performance indicators, conduct audits, and use data to identify trends and drive continuous improvement. Engage with patients to gather feedback, support health awareness initiatives, and contribute to service improvement efforts. Lead the organisation and delivery of Patient Participation Group (PPG) meetings to encourage transparency and patient involvement. Implement new systems, processes, and technologies to improve service efficiency and patient experience. Ensure consistent standards, processes, and expectations are applied across both sites. Provide building tours, site inductions, and orientation for new staff, visitors, and temporary workers.2. Health & Safety, Facilities & Environmental Standards Act as the onsite Health & Safety Officer for both locations, ensuring full compliance with statutory requirements and internal policies. Conduct regular H&S and infection control checks, complete documentation, and run fire drills. Maintain uptodate risk assessments and incident management processes. Taking ownership of ensuring all areas meet high standards of cleanliness, hygiene, and presentation. Work with Facilities Management to resolve premises, maintenance, or equipment issues promptly. Manage site supplies, ensuring appropriate stock levels across offices and shared spaces. Report IT or equipment faults quickly and assist with basic troubleshooting.3. Supporting Clinical Quality & Service Flow Work closely with the Lead GP and clinical teams to ensure operational processes support safe, effective clinical care. Remove operational barriers impacting clinicians, ensuring rooms, schedules, and equipment support smooth clinical delivery. Ensure required observations (e.g., vitals) are captured reliably and consistently. Escalate clinical risks, operational issues, or patient safety concerns quickly and appropriately.4. Operational Coordination & Governance Plan and run Protected Learning Time (PLT) sessions and other onsite forums. Track actions and carry out follow up to ensure delivery of improvements. Support preparation for inspections, audits, and compliance activities.5. Continuous Improvement & CrossSite Collaboration Identify gaps in service delivery, environment, processes, and team performance, and implement practical improvements rapidly. Drive consistency across sites by reducing unwarranted variation in performance or standards. Work closely with other Site Operations Managers and central teams to share best practice and ensure all sites operate as an aligned group. Contribute to and support groupwide initiatives, offering cross-site cover when required. Maintain shared accountability for outcomes across all sites - no site operates in isolation.6. Team Leadership & Workforce Management Lead and manage the Patient Welcome/Reception teams across both sites, ensuring a consistently professional, welcoming, highquality service. Manage rotas, schedules, and staffing levels so coverage aligns with service demand, cost, and staff wellbeing. Maintain daily visibility of staffing vs. demand and reallocate resource across sites to maintain continuity during peaks or gaps. Provide daytoday supervision, coaching, and performance management, addressing underperformance early and consistently. Proactively manage sickness and attendance, including monitoring patterns, conducting returntowork conversations, and escalating concerns. Run regular team meetings and contribute to wider practice and patient forums to maintain strong communication and feedback loops.Key Outputs Sites that are consistently safe, clean, wellrun, and patientcentred Strong delivery of operational KPIs and service flow Reliable capture of required observations High patient satisfaction with reduced complaints Stable staffing and improved workforce reliability Minimal service disruption due to proactive planning Clear, effective operational support to clinical teams Consistent standards and experience across both sites