Operations and Patient Experience Manager
| Posting date: | 14 May 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Negotiable |
| Hours: | Full time |
| Closing date: | 31 May 2026 |
| Location: | Hornsea, HU18 1LP |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A4063-26-0006 |
Summary
Key Areas of Responsibilities: Patient Services; Patient Experience; Workforce Support; Quality Improvements: Properties and premises management: Main Duties and Responsibilities Team Leadership & Operational Support Provide line management, coaching, and support to Team Leaders across Admin, Care Navigation, Dispensary and Hastings Care Navigation. Ensure effective rota management, workload allocation, and staffing cover. Support recruitment, onboarding, and performance management processes for nonclinical teams. Promote a positive working culture and strong communication across departments. Patient Experience & Reporting Oversee the collection, monitoring, and reporting of Friends and Family Test (FFT) feedback. Identify trends in patient experience data and work with teams to develop improvement actions. Support the Practice Manager in handling patient complaints, including initial triage, draft responses, and ensuring timely resolution. Contribute to patient engagement initiatives including the Patient Participation Group and service improvement projects. Premises & Facilities Management Act as first point of contact for routine premises and facilities issues. Arrange repairs and maintenance (e.g., plumbing, electrical, cleaning, waste, grounds). Maintain records of premises work, service contracts, and compliance checks as required. Support the Practice Manager with health & safety activities, including risk assessments and building security. Operational Efficiency & Compliance Contribute to practice plans and quality improvement initiatives, including monitoring and measuring outcomes. Review and improve administrative systems and processes to enhance efficiency. Ensure teams are following practice policies, confidentiality requirements, and data protection legislation (e.g., GDPR). Contribute to CQC compliance evidence and preparation as required. Communication & Collaboration Work closely with the senior leadership team, partners, and clinical teams to ensure operational alignment. Attend internal meetings, contribute to decision-making, and support implementation of changes. Foster a culture of excellent customer service, continuous improvement, and teamwork.