Admin Services Lead: Bransholme

INTERVIEWS WILL BE HELD AT BRANSHOLME HEALTH CENTRE ON TUESDAY 29TH APRIL 2025

Are you an experienced administration leader with a strong background in primary care? We are looking for a highly motivated and organised Admin Services Lead to join our friendly and dynamic team at James Alexander Family Practice. You will be providing support to our site in Bransholme, Hull.

The Admin Services Lead position is a busy and varied role, working in collaboration with the Strategic Lead, Operational Lead and other admin colleagues, to support the administrative team and the wider clinical team.

As Admin Services Lead, you will have excellent IT and communication skills. You will need to be organised and flexible, reactive to current requests and demands, while managing your own workload.

You will oversee the day-to-day running of the admin office spaces and administrative tasks. You will be responsible for providing monthly supervision and annual appraisals to the other administrators within the team.

You will also receive monthly supervision and annual appraisal. You will have the opportunity to do additional training and to develop your skills and knowledge, while utilising all the resources available within JAFP to support your career pathway.

This role is primarily based at Bransholme Health Centre in Hull, but there will be requirements for you to, at times, support our other site based on Princes Avenue in Hull. Therefore, access to transport is preferable.

Your working hours will be 40 hours per week, covering Monday to Friday on a week one and week two pattern within our core hours of service, between 07:30-18:30.

There will also be the requirement to take staff sick calls from 07:00am on a rota basis, this will attract a supplement payment.

James Alexander Family Practice is a large Primary Care Organisation, delivering General Practice services across two sites; with practices at Bransholme Health Centre and Princes Medical Centre.

Patient-centred care is at the heart of our organisation, with one of our key objectives being to provide a high-quality service to our patients.

Our total list size is over 21,000 patients with over 13,000 registered at Bransholme, and over 8,000 at Princes Avenue.

We have a wide and diverse clinical team of both medical and non-medical staff, including Clinical Practitioners, First Contact Physiotherapists, GP Assistants, Practice Nurses, Health Care Assistants, and a Mental Health Practitioner. We also have a dedicated in-house Pharmacy Team.

We work closely with the Primary Care Network; Marmot PCN and both get support from and support the PCN.

James Alexander Family Practice recognises the importance of personal interests and family life and works to create a healthy work/life balance for all staff.

What We're Looking For:

• Proven experience leading an admin team within a GP practice or primary care setting
• Strong organisational and problem-solving skills
• Excellent communication and leadership abilities
• Knowledge of NHS policies, EMIS web clinical system, and primary care procedures
• Ability to work under pressure in a fast-paced environment
• A proactive, patient-focused approach

The Admin Services Lead plays a key role in managing the administrative functions of the organisation, ensuring efficient patient services, compliance with NHS regulations, and effective support for the administrative team. The role involves supervising the administrative team, optimising workflows, and maintaining high standards of patient care and confidentiality.

You will be required to produce documents, reports, and agendas, including taking minutes at a variety of meetings, such as formal HR meetings.

You will work closely with the Operational Lead to monitor the administrative team KPI's and will assist the Operational Lead in producing monthly and annual performance reports.

You will maintain and update administrative policies and procedures to improve efficiency.

You will ensure compliance with NHS policies, GDPR, and confidentiality regulations.

The Admin Services Lead role will include involvement in the recruitment of new administrative staff, while providing supervision, annual appraisals, and training of other administrative staff within the team. You will be required to undertake general administrative tasks; this includes ordering stationery and other non-clinical stock ordering.

You will be responsible for creating and managing the Admin, Secretary and Summariser Rotas, making ad-hoc changes as required.

The Admin Services Lead role will be the first point of contact for all patient feedback received into the organisation, including responding to and resolving patient concerns, implementing strategies to improve the patient experience.

You will be required to support and work closely with the Admin Services Lead based at our Princes Avenue site, providing cross cover during periods of leave and ensuring standardised and consistent processes at each site.

You will be required to complete staff return to work meetings for staff returning to work from periods of sickness and personal leave. You will be responsible for carrying out low-medium level Investigatory Meetings.

The successful applicant will also be responsible for performance management of the Admin, Secretarial, and Summariser Teams, carrying out documented conversations and providing support and training as required.

You will be responsible for dealing with day-to-day issues relating to IT equipment and any admin and clinical area issues.

The Admin Services Lead will be the Main Fire Warden for the Bransholme site.

You will also need to be an excellent team player, with strong personal resilience.

• Professional, approachable and patient-focused
• A proactive and solutions-driven mindset
• Flexible and adaptable to changing demands in the healthcare environment
• Commitment to continuous improvement and personal development
• Empathetic & Patient-Focused Demonstrating a caring and understanding approach when dealing with patients and staff
• Proactive & Self-Motivated Take initiative to identify and implement improvements in administrative processes
• Adaptable & Resilient Thrive in a fast-paced environment and remain calm under pressure
• Supportive & Team-Oriented Encourage a positive and collaborative team culture
• Problem-Solver Able to think critically and resolve issues efficiently
• Professional & Approachable Maintain a high standard of professionalism while being accessible to staff and patients
• Commitment to Continuous Improvement Open to learning, training, and developing within the role
• Confident Decision-Maker Able to make informed decisions and take responsibility for outcomes
• Strong Work Ethic Dedicated, reliable, and willing to go the extra mile for the team and patients.

• Proven track record of leading and supervising an administrative team within a GP surgery or primary care setting
• Experience in managing workloads, rotas, and staff performance
• Strong understanding of NHS policies, procedures, and confidentiality (including GDPR & data protection regulations)
• Proficiency in GP practice software such as EMIS, SystmOne, or similar systems
• Experience in handling patient queries, complaints, and administrative workflows
• Experience in HR functions, such as recruitment, staff appraisals, and training
• Experience in project management or implementing new admin processes

• Formal leadership or management qualification (e.g., ILM, NVQ, or equivalent)
• NVQ Level 3 in Business & Administration or the equivalent level of experience and knowledge.

• Excellent leadership and team management skills, with the ability to motivate and develop staff
• Strong organisational and problem-solving abilities, ensuring efficient admin processes
• High level of attention to detail and accuracy in record-keeping
• Ability to work independently while collaborating effectively with clinical and managerial teams
• Exceptional communication and interpersonal skills, both written and verbal
• Ability to remain calm under pressure in a fast-paced environment
• Strong IT skills, including Microsoft Office (Word, Excel, Outlook) and NHS systems
• Conflict Resolution & Mediation Skilled in handling staff or patient disputes professionally and fairly
• Training & Development Ability to mentor and support staff, identifying training needs
• Experience with NHS Digital & IT Systems Knowledge of digital tools, telephony systems, and online appointment booking, including the NHSApp.

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.