Job summary Lion Health is a large, friendly teaching practice serving a population of approximately 28,500 patients. We are based in a modern, recently renovated premises in central Stourbridge. This post is for a permanent Operational Manager (HR and Appointments) who will work 25-30 hours/week. Main duties of the job As the Operational Manager (HR, Appointments) you will have the responsibility to provide advice and support to the management team on employee relations issues, coordinate HR activities, ensure adherence to and update of HR policies, terms and conditions, recruitment, induction/on-boarding and performance management. You will also work to ensure all colleagues are treated fairly with compassion and respect. Additionally, you will work closely in conjunction with the Management Support Officer (MSO) for HR and Education, providing general administrative HR support to the organisation and supporting the efficient day to day management of the surgery. You will also lead and manage the administration of and evolution of the appointments system and all related functions and requirements- including external information submissions, contractual compliance information and supervision and line management of the appointments administrator. About us At Lion Health, we pride ourselves on being a welcoming and inclusive practice, where every patient and staff member feels valued, cared for and heard. We offer a supportive and dynamic work environment where your contributions truly make a difference. You will have the opportunity to work alongside a multidisciplinary team, including management, healthcare providers and various administrative teams to ensure the organisation runs smoothly. If you are passionate about making a positive impact in the workplace, we would love to have you join our team. Some of our benefits to you will include: NHS pension scheme On-site gym On-site, free parking Sick pay Annual leave Date posted 14 April 2025 Pay scheme Other Salary Depending on experience Dependent upon experience Contract Permanent Working pattern Part-time Reference number A0663-25-0002 Job locations 2 Lowndes Road Stourbridge West Midlands DY8 3SS Job description Job responsibilities The post holder will: General operational HR Responsibilities Provide HR support and guidance to line managers on HR issues following policies and procedures Act as a trusted advisor to all staff Attend meetings and/or provide information as appropriate on HR issues providing support and guidance Maintain up-to-date HR documentation, ensuring contracts of employment are provided to all staff and that all relevant employment legislation is followed Co-ordinate, record and monitor all staff training Provide advice and support on the implementation of the disciplinary procedure Provide advice and support in respect of implementing the grievance procedure including investigations and dealing with employee complaints Work closely with the Management Support Officer HR to manage and oversee daily HR activities acting as a point of escalation HR Best Practice, Policy and Procedure Assist the Management Team with the implementation and support or HR best practice initiatives aligned with overall business strategy Support and assist the Management Team with HR projects by coordinating and administering activities and outcomes Review and refresh policies relating to HR and supporting pathways and processes Ensure that policies and procedures are kept up to date in line with legislation and organisational requirements as directed To support and highlight any necessary changes to terms and conditions and policies Recruitment and on-boarding Ensure that all staff are UK work eligible and all checks including DBS and qualification checks have been carried out and the necessary employment standards met Assist and support the recruitment processes such as with advertisements; updating job descriptions; uploading vacancies to various job platforms; drafting person specifications and job descriptions; reviewing various recruitment processes Co-ordinate the recruitment of staff and provide general support and guidance HR Reporting, absence management, holidays and paid leave Liaise with, co-ordinate and administer payroll input to ensure accurate reporting of sickness, overtime, change of hours and rate of pay, new starters and leavers Ensure statutory legislation is followed for National Minimum Wage and Employer Pension Contributions To manage and coordinate flexible working requests Co-ordinate sickness absence processes, to include meeting and discussing absences with managers and employees and providing support and improvements. This may comprise of supporting and coordinating re reasonable adjustments, assisting with producing risk assessments, administering Occupational Health referrals, applying and calculating Bradford Factor scores To ensure return to work interviews are conducted providing support as necessary Be responsible for planning ahead for the following year with regards to calculating annual leave for all employees Administer and provide guidance for staff pre, during and post maternity, paternity and parental leave etc. Appointments Oversee administration of the surgery appointment system, ensuring all rules and guidelines are adhered to, information is accurate and up to date in line with agreements of management team and Partners Manage requests for changes/alterations and problem solve to ensure capacity is maintained Understand practice needs and baselines to ensure appointment provision is sufficient and escalate ahead of time where this may not be the case Regularly check and audit appointment system Look for efficiencies and recommend changes where appropriate to maximise efficiency and effectiveness of appointment system Liaise with departments as relevant and appropriate to ensure good communication Manage risks Ensure good oversight of administrator(s) who apply planning to EMIS system Accurately plan and provide information to administrator team Monitor and manage acute team leave requests to ensure appointment provision Work with the Operational Manager for patient services to monitor demand and adjust appointment system accordingly to maximise patient satisfaction and income opportunities Quality 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 line management to meet organisational needs Effectively manage own time, workload and resources Contribution to the Implementation of Services Apply Practice policies, standards and guidelines Discuss with other members of the team how the policies, standards and guidelines will affect own work Be aware of the impact of employment legislation upon operations within the Practice. Maintain accurate HR data Provide an efficient administrative support service as required Have a working knowledge, and contribute to Surgery handbook, internal policies and procedures and ensure applied consistently Be conversant with Health and Safety arrangements, Employment Law, GDPR and other legislation relative to the role and ensure compliance with mandatory requirements, updating relevant documentation Undertake any relevant training as required relating to organisational standards and changes to software or systems Develop harmonious and effective relationships across all practice teams Undertake effective CPD as necessary to keep up to date with current requirements and in line with Practice policy Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audits where appropriate and produce reports as required Infection Prevention & Control In accordance with the Health and Social Care Act 2008, the post holder will actively participate in the prevention and control of infection within the capacity of their role. The Act requires the post holder to attend infection prevention and control training on induction and at regular updates and to take responsibility for the practical application of the training in the course of their work. Infection prevention and control must be included in any personal development plan or appraisal. THE ABOVE LIST OF RESPONSIBILITES IS NOT EXHAUSTIVE AND MAY BE SUBJECT TO CHANGE AFTER DISCUSSION WITH MANAGER WHERE APPROPRIATE. Job description Job responsibilities The post holder will: General operational HR Responsibilities Provide HR support and guidance to line managers on HR issues following policies and procedures Act as a trusted advisor to all staff Attend meetings and/or provide information as appropriate on HR issues providing support and guidance Maintain up-to-date HR documentation, ensuring contracts of employment are provided to all staff and that all relevant employment legislation is followed Co-ordinate, record and monitor all staff training Provide advice and support on the implementation of the disciplinary procedure Provide advice and support in respect of implementing the grievance procedure including investigations and dealing with employee complaints Work closely with the Management Support Officer HR to manage and oversee daily HR activities acting as a point of escalation HR Best Practice, Policy and Procedure Assist the Management Team with the implementation and support or HR best practice initiatives aligned with overall business strategy Support and assist the Management Team with HR projects by coordinating and administering activities and outcomes Review and refresh policies relating to HR and supporting pathways and processes Ensure that policies and procedures are kept up to date in line with legislation and organisational requirements as directed To support and highlight any necessary changes to terms and conditions and policies Recruitment and on-boarding Ensure that all staff are UK work eligible and all checks including DBS and qualification checks have been carried out and the necessary employment standards met Assist and support the recruitment processes such as with advertisements; updating job descriptions; uploading vacancies to various job platforms; drafting person specifications and job descriptions; reviewing various recruitment processes Co-ordinate the recruitment of staff and provide general support and guidance HR Reporting, absence management, holidays and paid leave Liaise with, co-ordinate and administer payroll input to ensure accurate reporting of sickness, overtime, change of hours and rate of pay, new starters and leavers Ensure statutory legislation is followed for National Minimum Wage and Employer Pension Contributions To manage and coordinate flexible working requests Co-ordinate sickness absence processes, to include meeting and discussing absences with managers and employees and providing support and improvements. This may comprise of supporting and coordinating re reasonable adjustments, assisting with producing risk assessments, administering Occupational Health referrals, applying and calculating Bradford Factor scores To ensure return to work interviews are conducted providing support as necessary Be responsible for planning ahead for the following year with regards to calculating annual leave for all employees Administer and provide guidance for staff pre, during and post maternity, paternity and parental leave etc. Appointments Oversee administration of the surgery appointment system, ensuring all rules and guidelines are adhered to, information is accurate and up to date in line with agreements of management team and Partners Manage requests for changes/alterations and problem solve to ensure capacity is maintained Understand practice needs and baselines to ensure appointment provision is sufficient and escalate ahead of time where this may not be the case Regularly check and audit appointment system Look for efficiencies and recommend changes where appropriate to maximise efficiency and effectiveness of appointment system Liaise with departments as relevant and appropriate to ensure good communication Manage risks Ensure good oversight of administrator(s) who apply planning to EMIS system Accurately plan and provide information to administrator team Monitor and manage acute team leave requests to ensure appointment provision Work with the Operational Manager for patient services to monitor demand and adjust appointment system accordingly to maximise patient satisfaction and income opportunities Quality 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 line management to meet organisational needs Effectively manage own time, workload and resources Contribution to the Implementation of Services Apply Practice policies, standards and guidelines Discuss with other members of the team how the policies, standards and guidelines will affect own work Be aware of the impact of employment legislation upon operations within the Practice. Maintain accurate HR data Provide an efficient administrative support service as required Have a working knowledge, and contribute to Surgery handbook, internal policies and procedures and ensure applied consistently Be conversant with Health and Safety arrangements, Employment Law, GDPR and other legislation relative to the role and ensure compliance with mandatory requirements, updating relevant documentation Undertake any relevant training as required relating to organisational standards and changes to software or systems Develop harmonious and effective relationships across all practice teams Undertake effective CPD as necessary to keep up to date with current requirements and in line with Practice policy Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audits where appropriate and produce reports as required Infection Prevention & Control In accordance with the Health and Social Care Act 2008, the post holder will actively participate in the prevention and control of infection within the capacity of their role. The Act requires the post holder to attend infection prevention and control training on induction and at regular updates and to take responsibility for the practical application of the training in the course of their work. Infection prevention and control must be included in any personal development plan or appraisal. THE ABOVE LIST OF RESPONSIBILITES IS NOT EXHAUSTIVE AND MAY BE SUBJECT TO CHANGE AFTER DISCUSSION WITH MANAGER WHERE APPROPRIATE. Person Specification Other Essential Able to work additional hours at peak periods with reasonable notice Undergo DBS check Experience Essential Demonstrable experience of HR systems Administration experience to include management, development and operation of admin systems and procedures Experience of utilising Microsoft office software Experience of dealing with the public and professional organisations Desirable Knowledge of Primary Care Education Strategy Experience in a commercial HR environment Experience of payroll processes Knowledge and Skills Essential An understanding of PAYE A knowledge of the NHS pensions scheme Excellent organisational skills Ability to maintain focused and calm under pressure Ability to collaborate with staff and other professionals Excellent keyboard, numeracy and computer skills Good time management Excellent communication and interpersonal skills Ability to prioritise workload Qualities and Attributes Essential Empathy Rapport building Organised Professional Conscientious Teamwork focussed Innovative Personal integrity Leadership skills Pragmatic, positive and proactive Qualifications Essential 5 GCSEs or equivalent including maths and English Relevant leadership/management experience Desirable CIPD Foundation/level 3 Person Specification Other Essential Able to work additional hours at peak periods with reasonable notice Undergo DBS check Experience Essential Demonstrable experience of HR systems Administration experience to include management, development and operation of admin systems and procedures Experience of utilising Microsoft office software Experience of dealing with the public and professional organisations Desirable Knowledge of Primary Care Education Strategy Experience in a commercial HR environment Experience of payroll processes Knowledge and Skills Essential An understanding of PAYE A knowledge of the NHS pensions scheme Excellent organisational skills Ability to maintain focused and calm under pressure Ability to collaborate with staff and other professionals Excellent keyboard, numeracy and computer skills Good time management Excellent communication and interpersonal skills Ability to prioritise workload Qualities and Attributes Essential Empathy Rapport building Organised Professional Conscientious Teamwork focussed Innovative Personal integrity Leadership skills Pragmatic, positive and proactive Qualifications Essential 5 GCSEs or equivalent including maths and English Relevant leadership/management experience Desirable CIPD Foundation/level 3 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 Lion Health Address 2 Lowndes Road Stourbridge West Midlands DY8 3SS Employer's website http://lion-health.co.uk/ (Opens in a new tab)