Job description

Job responsibilities

The Duty Managers responsibilities will include:

• Coordinating daily operations and ensuring reception and administrative services run smoothly.

• Organising staffing and workloads so that the right people are in the right place at the right time.

• Monitoring key workflows, including appointments, prescriptions, electronic tasks, documents, correspondence and laboratory reports.

• Prioritising urgent work, setting clear deadlines and escalating concerns appropriately.

• Supporting clinical session planning and ensuring appointment availability meets service requirements.

• Providing day-to-day leadership, guidance, training and performance support to team members.

• Leading team huddles and communicating important operational updates.

• Maintaining a professional, welcoming and well-organised environment for patients, visitors and colleagues.

• Supporting patients with complex enquiries or concerns and assisting with complaint resolution.

• Responding effectively to service pressures, late-running clinics, incidents and emergencies.

• Ensuring practice policies, CQC requirements, health and safety procedures and mandatory checks are followed and recorded.

• Providing hands-on support across reception and other administrative functions when required.

The duties listed above are not exhaustive, and the postholder may be asked to undertake other appropriate responsibilities within their skills and experience.

Person Specification

Essential

Essential

• A welcoming, professional and patient-focused approach.
• Excellent verbal and written communication skills, with the confidence to communicate with patients, colleagues and senior managers.
• Strong organisational skills and the ability to prioritise effectively in a busy and changing environment.
• Ability to remain calm, make sound operational decisions and escalate concerns appropriately.
• Ability to lead, motivate, support and develop team members.
• Ability to work independently, use initiative and contribute effectively as part of a wider team.
• Flexible and reliable, with the ability to work 30 hours per week across Stratford Health Centre and The Forest Practice according to operational requirements.

Qualifications

Essential

• Good standard of general education, including English and mathematics at GCSE/Level 2 or equivalent, or demonstrable equivalent literacy and numeracy skills.

Desirable

• Qualification in leadership, management, business administration or healthcare management.
• NHS leadership or primary care management training.

Experience

Essential

• Experience of working in a busy administrative, reception or customer-facing environment.
• Experience of supervising, coordinating or providing day-to-day guidance to a team.
• Experience of organising staffing, allocating work and managing competing priorities.
• Experience of monitoring workflows and ensuring urgent tasks are completed or escalated appropriately.
• Experience of handling complex enquiries, complaints or difficult situations professionally.
• Experience of maintaining accurate records and handling confidential or sensitive information.
• Competent use of standard computer systems, including email, document management and Microsoft Office applications.

Desirable

• Experience of working within general practice, primary care or another NHS healthcare setting.
• Experience of preparing staff rotas and coordinating cover for planned or unexpected absences.
• Familiarity with primary care workflows, including appointments, prescriptions, clinical correspondence, electronic tasks and test results.
• Experience of supporting formal complaint investigations.
• Experience of using EMIS Web.

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

Stratford Health Centre | The Forest Practice

Address

121-123 The Grove

Stratford

London

E15 1EN

United Kingdom

Employer's website

https://www.stratford.healthcentre.co.ukwww.stratford.healthcentre.co.uk (Opens in a new tab)