Job summary The Office Lead plays a key role in overseeing and coordinating the daily administrative operations of a busy GP surgery. They will be responsible for supervising the administrative and reception team, ensuring smooth patient services, maintaining compliance with healthcare regulations, and supporting strategic objectives. This role requires strong leadership, organisational, and interpersonal skills to foster a well-managed and patient-focused environment. Main duties of the job Responsible for managing daily administrative operations to ensure smooth practice workflow and service excellence. Oversees appointment systems, refines office procedures in line with regulations, and acts as a key contact for external agencies. Provides leadership to reception and admin staff, supporting rotas, performance reviews, training, and fostering an inclusive, collaborative team culture. Ensures high-quality patient interactions at the front desk and handles first-line complaints professionally. Assists with financial processes including invoicing, payroll, stock control, and record-keeping. Maintains compliance with GDPR, health and safety policies, and acts as Fire Marshal. Supports audits, inspections, and risk assessments. Works with the Practice Manager on strategic goals, contributes to quality initiatives such as QOF and the Friends and Family Test, and helps coordinate key meetings like the Patient Participation Group. Actively contributes to continuous improvement and service development. About us Church Road Surgery, located at 90 Church Road, Sheldon, Birmingham, B26 3TP, serves approximately 11,480 patients across its main site and its branch, Tile Cross Surgery. The practice is part of Our Health Partnership, a collaboration of GP practices. This means extra benefits for our staff. The Care Quality Commission (CQC) overall rating is"Good." Date posted 14 April 2025 Pay scheme Other Salary £13 an hour Contract Fixed term Duration 365 days Working pattern Full-time Reference number A5704-25-0001 Job locations Doctors Surgery 90 Church Road Sheldon Birmingham B26 3TP Job description Job responsibilities Key Responsibilities Operational Manage daily administrative operations to ensure efficiency and service quality. Oversee appointment systems, ensuring adequate coverage and smooth scheduling. Implement and refine office procedures and processes to align with current legislation and practice standards. Act as a focal point for external communications, including liaison with agencies (e.g., DVLA, solicitors, local authorities). Team Leadership & Development Line manage reception and administrative staff, including rotas, performance reviews, and development in conjunction with Practice Manager. Aid in staff appraisals and identify training needs. Support learning and mentorship within the team, including onboarding of new staff. Champion equality, diversity, inclusion, and collaborative team culture. Patient & Service Coordination Support high-quality patient interaction by ensuring an organised, courteous, and professional reception. Provide first-line support in handling patient complaints or concerns in line with practice procedures. Finance and Resources Assist with invoicing, payroll processing, ordering, and stock control. Maintain accurate financial and practice records, including budgets and billing where applicable. Compliance & Governance Ensure adherence to policies, including confidentiality (GDPR), SHEF (Safety, Health, Environment, Fire), and data protection laws. Act as Fire Marshal and maintain evacuation protocols and logs. Assist with audits, inspections, and risk assessments. Continuous Improvement & Strategy Work closely with the Practice Manager to implement strategic goals. Participate in the Quality and Outcomes Framework (QOF), audits, and the Friends and Family Test. Coordinate and document meetings such as the Patient Participation Group. Suggest and lead on quality improvement initiatives and service development. Job description Job responsibilities Key Responsibilities Operational Manage daily administrative operations to ensure efficiency and service quality. Oversee appointment systems, ensuring adequate coverage and smooth scheduling. Implement and refine office procedures and processes to align with current legislation and practice standards. Act as a focal point for external communications, including liaison with agencies (e.g., DVLA, solicitors, local authorities). Team Leadership & Development Line manage reception and administrative staff, including rotas, performance reviews, and development in conjunction with Practice Manager. Aid in staff appraisals and identify training needs. Support learning and mentorship within the team, including onboarding of new staff. Champion equality, diversity, inclusion, and collaborative team culture. Patient & Service Coordination Support high-quality patient interaction by ensuring an organised, courteous, and professional reception. Provide first-line support in handling patient complaints or concerns in line with practice procedures. Finance and Resources Assist with invoicing, payroll processing, ordering, and stock control. Maintain accurate financial and practice records, including budgets and billing where applicable. Compliance & Governance Ensure adherence to policies, including confidentiality (GDPR), SHEF (Safety, Health, Environment, Fire), and data protection laws. Act as Fire Marshal and maintain evacuation protocols and logs. Assist with audits, inspections, and risk assessments. Continuous Improvement & Strategy Work closely with the Practice Manager to implement strategic goals. Participate in the Quality and Outcomes Framework (QOF), audits, and the Friends and Family Test. Coordinate and document meetings such as the Patient Participation Group. Suggest and lead on quality improvement initiatives and service development. Person Specification Personal Qualities Essential Approachable, professional, and empathetic Resilient under pressure Proactive and forward-thinking High integrity and commitment to confidentiality Experience Essential Previous supervisory or team leadership experience Excellent communication in verbal and written, and interpersonal skills Proficient in Microsoft Office including Outlook, Excel and Word Time management and multitasking capability Able to work independently and as part of a team Strong problem-solving skills and attention to detail Qualifications Essential GCSE English Grade C or above and three other GCSEs Proven administrative experience Experience in healthcare or similar high-paced, regulated environment Desirable A-Level or equivalent education Leadership or management qualification SystmOne user experience Person Specification Personal Qualities Essential Approachable, professional, and empathetic Resilient under pressure Proactive and forward-thinking High integrity and commitment to confidentiality Experience Essential Previous supervisory or team leadership experience Excellent communication in verbal and written, and interpersonal skills Proficient in Microsoft Office including Outlook, Excel and Word Time management and multitasking capability Able to work independently and as part of a team Strong problem-solving skills and attention to detail Qualifications Essential GCSE English Grade C or above and three other GCSEs Proven administrative experience Experience in healthcare or similar high-paced, regulated environment Desirable A-Level or equivalent education Leadership or management qualification SystmOne user experience 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 Church Road Surgery Address Doctors Surgery 90 Church Road Sheldon Birmingham B26 3TP Employer's website https://www.birmingham-doctors.co.uk/ (Opens in a new tab)