Job Specification

Reports to: Operation Director

Location: South East London Sites

Hours: Full time 37.5hrs per week (Practices are open between 8am - 6pm)

Purpose of the role

You will lead the day‑to‑day operational delivery of multiple GP Practices, ensuring they are safe, well‑organised, and consistently deliver a high‑quality, 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 hands‑on operational leadership role, responsible for the smooth running of reception and waiting areas, managing team performance, rotas, and workload, and supporting front‑line colleagues to maintain excellent service flow and KPI delivery. You will act as the on‑site Health & Safety Officer, upholding site standards, compliance, and environmental safety while working closely with clinical, non‑clinical, 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.