Job summary An exciting opportunity has arisen to join Aspiro Healthcare Derby as Deputy Operations Manager, with primary responsibility for supporting the Head of Operations, and will take ownership in ensuring the smooth running of the practice on a day to day basis. You will be a dynamic individual who likes rising to challenges but able to think calmly and rationally under pressure with the ability to make reasoned decisions and escalate issues appropriately. You will demonstrate exceptional and sensitive customer service skills, have excellent verbal and written communication skills, and have experience of dealing with difficult or challenging situations or individuals. You will have considerable experience of working in a patient, public or customer-facing role. The successful candidate will have experience in a fast paced office environment, have good IT skills, experience in using clinical systems such as SystmOne, and will have demonstrable customer service skills. This is a new role and therefore it is expected that this job description will be further defined as the role evolves. Main duties of the job Ensure all training, development and induction of all staff members are undertaken in line with practice policies and procedures. To support the planning and implementation of clinical and non-clinical rotas in a timely manner taking into account adequate cover for absence for members of the practice team. To maintain an effective staff appraisal and monitoring system that complies with organisational HR policies. Support the Head of Operations to assist with effective resolutions adhering to company policy. Report to the Head of Operations about staffing levels to ensure that there are adequate resources to provide efficient and effective services for patients. Be responsible for liaising with HR regarding approving and managing staff leave, taking account of staffing levels to ensure effective service provision is maintained. Ensure appropriate staffing levels are maintained and manage the recruitment process for vacancies and new posts across the practice teams. About us Aspiro Healthcare Derby is a dynamic forward thinking Training Practice with a proud history of developing our clinical / non-clinical teams, with a diverse Multi-Disciplinary Team in a very busy and challenging environment, serving a population of 40,000 patients across 5 sites. We cover a mixed population with both deprived and affluent areas serving a multi-ethnic population. You will be working with our Head of Operations to assist the day to day running of the practice. The role requires flexibility Monday to Saturday between 8am and 8pm and the ability to travel between our sites. Date posted 06 March 2025 Pay scheme Other Salary £30,000 a year Contract Permanent Working pattern Full-time, Flexible working Reference number A3283-25-0004 Job locations Hollybrook Medical Centre Hollybrook Way Littleover Derby DE23 3TX Haven Medical Centre 690 Osmaston Road Derby DE24 8GT Parkfields Surgery 1217 London Road Alvaston Derby DE24 8QJ Sinfin Health Centre Sinfin District Centre Sinfin Derby DE24 3DS Haven Medical Centre Keldholme Lane Alvaston Derby DE24 0RY Job description Job responsibilities Job Role & Purpose An exciting opportunity has arisen to join Aspiro Healthcare Derby as Deputy Operations Manager, with primary responsibility for supporting the Head of Operations, and will take ownership in ensuring the smooth running of the practice on a day to day basis. You will be a dynamic individual who likes rising to challenges but able to think calmly and rationally under pressure with the ability to make reasoned decisions and escalate issues appropriately. You will demonstrate exceptional and sensitive customer service skills, have excellent verbal and written communication skills, and have experience of dealing with difficult or challenging situations or individuals. You will have considerable experience of working in a patient, public or customer-facing role. The successful candidate will have experience in a fast-paced office environment, have good IT skills, experience in using clinical systems such as SystmOne, and will have demonstrable customer service skills. This is a new role and therefore it is expected that this job description will be further defined as the role evolves. Key Duties & Responsibilities Ensure all training, development and induction of all staff members are undertaken in line with practice policies and procedures. To support the planning and implementation of clinical and non-clinical rotas in a timely manner, taking into account adequate cover for absence for members of the practice team. To maintain an effective staff appraisal and monitoring system that complies with organisational HR policies. Support the Head of Operations to assist with effective resolutions adhering to company policy. Report to the Head of Operations about staffing levels to ensure that there are adequate resources to provide efficient and effective services for patients. Be responsible for liaising with HR regarding approving and managing staff leave, taking account of staffing levels to ensure effective service provision is maintained. Ensure appropriate staffing levels are maintained and manage the recruitment process for vacancies and new posts across the practice teams. Practice Organisation and Patient services Work with teams to identify, co-ordinate and ensure operational processes are effective and efficient and meets the needs of the practice. Daily review of IT systems including SystmOne to ensure optimal delivery of patient services. Support the implementation of and maintain CQC compliance within the Practice. Assist in the development, implementation and review of practice policies and procedures ensuring they remain up to date and comply with appropriate regulations governing the practice operations. Communicate effectively with the Patient Liaison Manager to ensure that complaints are investigated and responded to in line with Practice Complaints Procedure and develop systems to prevent recurring issues. Oversee and support the Patient Services Advisory team to ensure operating effectively and efficiently. Co-ordinate the organisation of practice meetings to ensure effective outcomes. Support the Operations Manager to ensure that the practice complies with NHS contractual obligations in relation to patient care. Have an awareness of local and national guidelines. Maintain registration policies and monitor patient turnover and capitation. Liaise with patient groups as required. Main Duties To acknowledge all formal written complaints within specified timescales. To be responsible for investigating, including approaching relevant individuals involved e.g. patients/employees to ensure a full investigation takes place on an impartial basis. To be responsible for obtaining/gathering relevant information in order to investigate complaints. To record all complaints/feedback onto relevant practice systems. To be responsible for creating an action plan relevant to any complaint received to contribute to the overall improvement. To assist with CQC visits in relation to the Practice complaints policy, procedure and reports. To complete annual reports on Practice learning events. To present themes and trends to the Senior Leadership Team. To be responsible for contributing to policies and procedures along with supporting with updates to relevant protocols, namely the complaints, learning events and the zero-tolerance policy. To investigate allegations of patient behaviour that may result in a zero-tolerance letters being issued. To update policies and procedures including the complaints policy & procedure, learning event policy and zero tolerance policy. To present data on complaints and learning events in Practice meetings when required. To act with professionalism and ensuring that ethical conduct is adhered to at all times. To assist with training for new staff. To assist with the gathering of statistics and information when required. To participate and co-operate with any research projects. To work across effectively across all five surgeries. It will be necessary to attend and contribute to various practice meetings as requested. Performance Standards Excellent verbal and written communication skills. Previous experience in administration. The post holder must communicate effectively with patients, colleagues and team members. Excellent attention to detail, and excellent organisation and time keeping skills. Ability to prioritise and manage a varied workload. The post holder must recognise peoples needs for alternative methods of communication and respond accordingly. Ability to work and adapt to a fast-paced environment. Good working knowledge of Microsoft Word, PowerPoint and Excel, outlook etc. Confidentiality In the course of 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. Post-holders must adhere to the following principles: 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 Aspiro policies and procedures relating to confidentiality and the protection of personal and sensitive data. Health & Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Aspiro health & safety policy, the health & safety manual, and the Aspiro infection control policy and published procedures. This will include: Using personal security systems within the workplace according to Aspiro guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Active reporting of health and safety hazards and infection hazards immediately when recognised. Keeping own work areas generally clean and overseeing Site Managers in the maintenance of general standards of cleanliness consistent with the scope of their role. Undertaking periodic infection control training (minimum annually). Reporting potential risks identified to the Aspiro Management. Equality & 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 Aspiro 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. Job Description Reviews This job description is intended to provide an outline of the key tasks and responsibilities only, the list is non-exhaustive. There may be other duties required of the post holder commensurate with their position. This description will be open to regular review and may be amended in the light of developing or changing services, or as part of an individual performance review process. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of Aspiro. Job description Job responsibilities Job Role & Purpose An exciting opportunity has arisen to join Aspiro Healthcare Derby as Deputy Operations Manager, with primary responsibility for supporting the Head of Operations, and will take ownership in ensuring the smooth running of the practice on a day to day basis. You will be a dynamic individual who likes rising to challenges but able to think calmly and rationally under pressure with the ability to make reasoned decisions and escalate issues appropriately. You will demonstrate exceptional and sensitive customer service skills, have excellent verbal and written communication skills, and have experience of dealing with difficult or challenging situations or individuals. You will have considerable experience of working in a patient, public or customer-facing role. The successful candidate will have experience in a fast-paced office environment, have good IT skills, experience in using clinical systems such as SystmOne, and will have demonstrable customer service skills. This is a new role and therefore it is expected that this job description will be further defined as the role evolves. Key Duties & Responsibilities Ensure all training, development and induction of all staff members are undertaken in line with practice policies and procedures. To support the planning and implementation of clinical and non-clinical rotas in a timely manner, taking into account adequate cover for absence for members of the practice team. To maintain an effective staff appraisal and monitoring system that complies with organisational HR policies. Support the Head of Operations to assist with effective resolutions adhering to company policy. Report to the Head of Operations about staffing levels to ensure that there are adequate resources to provide efficient and effective services for patients. Be responsible for liaising with HR regarding approving and managing staff leave, taking account of staffing levels to ensure effective service provision is maintained. Ensure appropriate staffing levels are maintained and manage the recruitment process for vacancies and new posts across the practice teams. Practice Organisation and Patient services Work with teams to identify, co-ordinate and ensure operational processes are effective and efficient and meets the needs of the practice. Daily review of IT systems including SystmOne to ensure optimal delivery of patient services. Support the implementation of and maintain CQC compliance within the Practice. Assist in the development, implementation and review of practice policies and procedures ensuring they remain up to date and comply with appropriate regulations governing the practice operations. Communicate effectively with the Patient Liaison Manager to ensure that complaints are investigated and responded to in line with Practice Complaints Procedure and develop systems to prevent recurring issues. Oversee and support the Patient Services Advisory team to ensure operating effectively and efficiently. Co-ordinate the organisation of practice meetings to ensure effective outcomes. Support the Operations Manager to ensure that the practice complies with NHS contractual obligations in relation to patient care. Have an awareness of local and national guidelines. Maintain registration policies and monitor patient turnover and capitation. Liaise with patient groups as required. Main Duties To acknowledge all formal written complaints within specified timescales. To be responsible for investigating, including approaching relevant individuals involved e.g. patients/employees to ensure a full investigation takes place on an impartial basis. To be responsible for obtaining/gathering relevant information in order to investigate complaints. To record all complaints/feedback onto relevant practice systems. To be responsible for creating an action plan relevant to any complaint received to contribute to the overall improvement. To assist with CQC visits in relation to the Practice complaints policy, procedure and reports. To complete annual reports on Practice learning events. To present themes and trends to the Senior Leadership Team. To be responsible for contributing to policies and procedures along with supporting with updates to relevant protocols, namely the complaints, learning events and the zero-tolerance policy. To investigate allegations of patient behaviour that may result in a zero-tolerance letters being issued. To update policies and procedures including the complaints policy & procedure, learning event policy and zero tolerance policy. To present data on complaints and learning events in Practice meetings when required. To act with professionalism and ensuring that ethical conduct is adhered to at all times. To assist with training for new staff. To assist with the gathering of statistics and information when required. To participate and co-operate with any research projects. To work across effectively across all five surgeries. It will be necessary to attend and contribute to various practice meetings as requested. Performance Standards Excellent verbal and written communication skills. Previous experience in administration. The post holder must communicate effectively with patients, colleagues and team members. Excellent attention to detail, and excellent organisation and time keeping skills. Ability to prioritise and manage a varied workload. The post holder must recognise peoples needs for alternative methods of communication and respond accordingly. Ability to work and adapt to a fast-paced environment. Good working knowledge of Microsoft Word, PowerPoint and Excel, outlook etc. Confidentiality In the course of 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. Post-holders must adhere to the following principles: 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 Aspiro policies and procedures relating to confidentiality and the protection of personal and sensitive data. Health & Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Aspiro health & safety policy, the health & safety manual, and the Aspiro infection control policy and published procedures. This will include: Using personal security systems within the workplace according to Aspiro guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Active reporting of health and safety hazards and infection hazards immediately when recognised. Keeping own work areas generally clean and overseeing Site Managers in the maintenance of general standards of cleanliness consistent with the scope of their role. Undertaking periodic infection control training (minimum annually). Reporting potential risks identified to the Aspiro Management. Equality & 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 Aspiro 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. Job Description Reviews This job description is intended to provide an outline of the key tasks and responsibilities only, the list is non-exhaustive. There may be other duties required of the post holder commensurate with their position. This description will be open to regular review and may be amended in the light of developing or changing services, or as part of an individual performance review process. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of Aspiro. Person Specification Experience Essential Demonstrable people management experience in a customer care environment. Proven experience of working under pressure and multitasking. Proven experience of facilitating and leading meetings. Desirable Management experience in a primary healthcare setting. Knowledge of SystmOne clinical system. Complaints handling experience including the compilation of written responses. Personal Attributes Essential Reliable, trustworthy and dependable. Displays integrity at all times. Ability to keep calm under pressure. Non-judgemental. Discreet, empathetic and diplomatic. Proactive, hardworking and self-motivated. Able to work with minimal direction. Able to motivate and inspire others. Conscientious and diligent. Methodical and resourceful. Caring, pleasant and personable. Sympathetic and good humoured. Mature outlook. Skills and Abilities Essential Strong leadership & management skills. Ability to communicate clearly and effectively, both written & verbally. Exceptional interpersonal skills, including the ability to listen, empathise, negotiate, influence, delegate and empower staff. Conflict resolution skills. Well-developed IT skills including the ability to use Microsoft office applications. Effective organisational, time management & prioritisation skills. Ability to work effectively under pressure and respond to change. Innovative, strategic, and forward thinking. Accuracy and attention to detail. Effective decision making and judgement. Problem solving skills and solution focussed approach. Good use of initiative. The ability to work flexibly and remain adaptable. Qualifications Essential Educated to A Level or equivalent. Demonstrably operating at this level/ above. Excellent level of literacy (English Language GCSE Grade C or equivalent). Evidence of continuing professional development. Desirable Educated to degree level or equivalent in an appropriate subject. Customer care training & certification. Person Specification Experience Essential Demonstrable people management experience in a customer care environment. Proven experience of working under pressure and multitasking. Proven experience of facilitating and leading meetings. Desirable Management experience in a primary healthcare setting. Knowledge of SystmOne clinical system. Complaints handling experience including the compilation of written responses. Personal Attributes Essential Reliable, trustworthy and dependable. Displays integrity at all times. Ability to keep calm under pressure. Non-judgemental. Discreet, empathetic and diplomatic. Proactive, hardworking and self-motivated. Able to work with minimal direction. Able to motivate and inspire others. Conscientious and diligent. Methodical and resourceful. Caring, pleasant and personable. Sympathetic and good humoured. Mature outlook. Skills and Abilities Essential Strong leadership & management skills. Ability to communicate clearly and effectively, both written & verbally. Exceptional interpersonal skills, including the ability to listen, empathise, negotiate, influence, delegate and empower staff. Conflict resolution skills. Well-developed IT skills including the ability to use Microsoft office applications. Effective organisational, time management & prioritisation skills. Ability to work effectively under pressure and respond to change. Innovative, strategic, and forward thinking. Accuracy and attention to detail. Effective decision making and judgement. Problem solving skills and solution focussed approach. Good use of initiative. The ability to work flexibly and remain adaptable. Qualifications Essential Educated to A Level or equivalent. Demonstrably operating at this level/ above. Excellent level of literacy (English Language GCSE Grade C or equivalent). Evidence of continuing professional development. Desirable Educated to degree level or equivalent in an appropriate subject. Customer care training & certification. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Aspiro Healthcare Address Hollybrook Medical Centre Hollybrook Way Littleover Derby DE23 3TX Employer's website https://www.hollybrookmedicalcentre.co.uk/ (Opens in a new tab)