Senior Operations Assistant
Job Description
Job summary
Bramley Village Health and Wellbeing Centre is a busy, forward-thinking GP practice forming part of the Fuller & Forbes Healthcare Group.
We are recruiting for a Senior Operations Assistant, a brand new role, created to develop the right person into a future practice management professional.
This is not a standard admin position. Working directly with the Practice Manager, you will take ownership of real governance responsibilities from day one: QOF recall tracking, complaints compliance, HR file administration, and CQC readiness. Your work will keep the practice running to the standard our patients deserve.
In return, we offer structured mentorship, a clear KPI-based pay progression framework, and a transparent pathway towards Practice Management. We are looking for someone who is ambitious, detail-driven, and ready to invest in a career not just fill a vacancy.
If you want to understand how a GP practice really works, and have the drive to one day run one, we would love to hear from you.
Main duties of the job
Your time will be split across four core areas, all of which report directly to the Practice Manager.
Recall and QOF. You will maintain recall lists for a defined set of QOF and recall indicators, ensuring patients are invited on time and targets are on track. You will flag any indicators at risk to the Practice Manager before they become a problem.
Complaints. Every complaint the practice receives must be formally acknowledged within three working days. You own that process, logging, tracking, and making sure nothing is missed.
HR compliance. Keeping staff personal files in order: DBS checks, mandatory training, right-to-work documentation. You will maintain a live tracker so renewals never catch us out.
CQC records. Maintaining the compliance documentation that keeps the practice inspection-ready, for example policy registers, risk assessments, significant event logs, and practice development trackers.
Alongside these core duties, you will act as the Practice Manager's eyes and ears at Bramley, flagging anything that needs attention and keeping governance running smoothly day to day.
About us
Bramley Village Health and Wellbeing Centre provides care for over 17,500 patients across three sites. We are a high-achieving, ambitious practice with a strong clinical team, a committed administrative workforce, and a culture built on doing things properly for our patients and our staff.
Bramley is part of Fuller & Forbes Healthcare Group, a multi-site primary care organisation operating nationally. Fuller & Forbes brings together practices that share a commitment to high-quality, innovative general practice, with central support across governance, finance, HR, and digital teams, giving our surgeries the backing to focus on what they do best.
Fuller & Forbes is also home to SMARTgeneralpractice, our dedicated digital arm supporting Patient access, GP education, training, and innovation across the NHS. SMARTgeneralpractice reflects our wider ambition: we are not just running GP practices, we are helping to shape what general practice looks like in the future.
Joining Bramley means joining an organisation that genuinely invests in its people. We offer structured development, transparent pay progression, and the rare opportunity to learn general practice management from the inside, supported by senior leadership who are present, accessible, and committed to your growth.
Job responsibilities
Job Description
The Senior Operations Assistant is a structured, governance-focused role at Bramley Village Health and Wellbeing Centre, reporting directly to the Practice Manager. The role exists to ensure the practice operates to a consistently high standard in the areas that require precision, planning, and sustained attention to detail, particularly when the Practice Manager is working across the wider organisation.
The postholder is not responsible for the day-to-day operational running of the site or the management of clinical and administrative staff. Instead, the focus is on the behind-the-scenes work that underpins effective practice management - recall and QOF tracking, complaints acknowledgement, HR file compliance, and CQC compliance maintenance. The postholder is the Practice Manager's trusted point of contact on the ground for governance and compliance matters.
The role is designed with clear progression in mind. The Practice Manager will actively mentor and develop the postholder, with a structured pathway toward Assistant Practice Manager and, in time, Practice Manager level. This is an opportunity for a motivated, detail-driven individual to learn general practice management from the inside, with full support and a transparent development framework.
DUTIES AND KEY RESPONSIBILITIES
QOF and Recall Management
- Recall tracking - Maintain up-to-date recall lists for assigned QOF domains and long-term condition indicators, ensuring eligible patients are invited in line with the QOF year requirements.
- Indicator ownership - Take responsibility for a defined set of QOF indicators, keeping these on track throughout the year and proactively flagging to the Practice Manager where any indicator is at risk of being missed.
- Cross-indicator awareness - Maintain awareness of wider QOF performance across the practice and raise any concerns about other indicators to the Practice Manager in good time.
- NHS Health Checks - Coordinate and monitor the NHS Health Check recall programme, maintaining accurate patient lists and tracking invite activity.
- SystmOne searches - Run basic recalls and searches in SystmOne as required to support QOF and recall activity. Training will be provided.
Complaints Acknowledgement and Logging
- Acknowledgement - Ensure every complaint received by the practice is formally acknowledged within three working days of receipt. This is a fixed and non-negotiable standard of the role.
- Complaints log - Maintain an accurate and up-to-date complaints log, recording the date of receipt, acknowledgement date, complaint category, and outcome. Flag any approaching or missed deadlines to the Practice Manager immediately.
- Escalation - Pass all complaints directly to the Practice Manager. The postholder is not responsible for drafting formal responses or managing the clinical or medico-legal aspects of complaints. These remain with the Practice Manager.
HR File and Compliance Administration
- Staff personal files - Maintain and audit staff personal files to ensure all required documentation is present, filed correctly, and up to date. This includes DBS certificates, right-to-work evidence, immunisation records, mandatory training certificates, and signed contracts.
- Compliance tracker - Maintain a live tracker flagging upcoming renewals and mandatory training expiries to the Practice Manager in advance of deadlines.
- New starter administration - Ensure pre-employment documentation is gathered and filed before a new member of staff starts in post.
- Scope - This is a filing and administrative compliance function. The postholder does not have line management responsibility for any member of staff.
CQC Compliance
- Records maintenance - Maintain the practice's compliance records, including policy registers, risk assessments, significant event logs, and associated action trackers, ensuring they are organised, current, and accessible to the Practice Manager at all times.
- Inspection readiness - Support the Practice Manager in keeping compliance documentation in good order so that the practice is ready for CQC inspection at any time. CQC audits and formal inspection preparation are led by the Practice Manager.
Front of House Cover - Exceptional Circumstances
In the event of significant staff shortage, the postholder may be asked to provide cover on the front desk or in a reception-facing capacity. This would be on an exceptional and temporary basis only, and full training will be provided. This is not a routine expectation of the role.
General Practice Support
- Practice Manager liaison - Act as the Practice Manager's reliable point of contact at Bramley when the Practice Manager is off-site, providing timely updates on recall progress, compliance status, and complaints position.
- Correspondence - Handle routine written correspondence as directed, including acknowledgement letters and internal governance communications.
- Meeting support - Assist with preparation of materials for practice management and governance meetings as requested.
Miscellaneous
The Practice recognises that the role above is wide and varied and is evolving in nature. Therefore, this job description is not intended to be exhaustive and there will be other tasks and duties that the post holder will be expected to perform within what is ordinarily expected of this role.
DEVELOPMENT AND ROLE PROGRESSION
The Senior Operations Assistant role is designed as an entry point into general practice management. The Practice Manager will provide structured mentorship, increasing levels of ...
