About the Role

Rectory Road Surgery is seeking a proactive and organised Deputy Practice Manager to provide maternity cover from mid-December 2026.

The Deputy Practice Manager will support the Practice Manager and GP Partners in the day-to-day management and smooth running of the practice. The role will involve overseeing operational activities, managing complaints and claims, supporting staff and ensuring that the practice delivers safe, effective and patient-centred services in line with NHS requirements and contractual obligations.

The main responsibilities of the role include:

Practice Operations: Support the Practice Manager and GP Partners with daily operations, staffing, resources, policies, service development and problem-solving. Deputise for the Practice Manager when required.
Complaints & Patient Experience: Oversee patient complaints, including investigations, responses, record-keeping, escalation and implementing learning and improvements.
Claims & Contracts: Coordinate practice claims, monitor submissions and payments, support contractual requirements and identify opportunities to maximise practice income.
Staff & HR: Support staff management, recruitment, induction, training, rotas, absence management, performance and employee relations.
Governance & Compliance: Assist with CQC, NHS and contractual compliance, audits, incident reporting, significant events, risk management, health and safety and mandatory training.
Quality Improvement: Support audits, service development, continuous improvement and the implementation of practice initiatives.
Finance & Resources: Assist with budget monitoring, invoices, purchasing, suppliers and effective resource management.
Communication & Stakeholder Management: Liaise with staff, clinicians, patients, PCN colleagues, ICB representatives and external organisations, ensuring effective communication.
Additional Duties: Attend meetings, prepare reports, support business continuity and undertake other reasonable duties required to support the effective running of the practice.

About the Candidate

To be considered for this position, the successful candidate will be a confident communicator with excellent organisational and problem-solving skills, able to manage competing priorities and work collaboratively with clinicians, administrative staff and external organisations.

Essential:

Experience in a GP practice, primary care or healthcare environment.
Previous experience in a supervisory, management or senior administrative role.
Understanding of GP practice operations and NHS processes.
Experience managing complaints and handling sensitive situations.
Excellent organisational, communication and problem-solving skills.
Ability to work independently, manage competing priorities and maintain confidentiality.
Professional, approachable and adaptable.
Reliable, proactive, resilient and committed to delivering high-quality patient care and supporting the wider practice team.

Desirable:

Previous practice management experience.
Knowledge of QOF, enhanced services and claims.
Understanding of CQC, governance and quality improvement.
Experience in HR, recruitment, and staff management.
Relevant management or healthcare administration qualifications.

About Us

Rectory Road Surgery (formerly The Hollies) is currently on an exciting improvement and transformation journey under the leadership of Highlands Surgery. This includes strengthening clinical leadership, embedding robust governance processes, improving access for patients, and enhancing overall quality of care. Together, we are focused on strengthening clinical services, improving patient access, and delivering safe, effective, and responsive care to our local population. We are supported by a multidisciplinary team including GPs, nurses, pharmacists, and administrative staff, all working within a collaborative and forward-thinking environment.
We are focused on building a resilient and sustainable service, supported by a strong multidisciplinary team and clear strategic direction. This role offers a unique opportunity to make a meaningful impact, shape the future of the practice, and be part of a positive and progressive change programme.

Disclosure and Barring Service Check

Please note 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 to check for any previous criminal convictions.

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