Job Description

Site Operations Manager

Department: Patient Welcome

Employment Type: Permanent - Full Time

Location: South East London Sites

As our multi‑site Operations Manager for the Patient Welcome Teams, you’ll take real ownership of how our practices run day to day. You’ll be the driving force that keeps everything moving, making sure every patient is welcomed warmly, every day runs safely and smoothly, and every colleague has what they need to perform at their best.

You’ll lead our brilliant Patient Welcome Teams with energy and purpose - setting clear standards, keeping morale high, and stepping in wherever needed to keep things on track. This is a hands‑on, visible role where you’re right at the heart of the action: supporting teams on the ground, fixing issues in real time, and making quick, practical decisions that keep both sites running like well‑oiled machines.

You’ll act as our on‑site Health & Safety lead, proactively maintaining safe, compliant, and welcoming environments. You’ll work closely with clinical teams, facilities, and central functions to spot risks early, streamline processes, and remove friction before it impacts patients or staff. No two days will look the same, and that’s exactly the point. You’ll see what needs doing and dive in.

Your focus is on people, operations, and delivery. If you’re energised by fast‑paced environments, motivated by visible impact, and the kind of person who rolls up their sleeves and makes things happen, you’ll thrive in this role, and feel right at home at Penrose Health.

You’ll be doing things like:

• Lead and develop the Patient Welcome/Reception teams, ensuring high standards, strong performance, and consistent staffing aligned to demand.
• Manage rotas, workload, and daily workforce allocation to maintain smooth operations and excellent patient-facing service.
• Oversee front‑desk and patient flow operations, ensuring efficient check‑in, accurate data capture, and a consistently positive patient experience.
• Monitor and deliver operational KPIs, using data to identify issues quickly and drive continuous service improvement.
• Act as on‑site Health & Safety Officer, ensuring full compliance, risk management, and a safe environment for patients and staff.
• Ensure both sites remain clean, organised, and operationally ready, coordinating with Facilities to resolve issues promptly.
• Work closely with clinical teams to support safe, effective clinical delivery, removing operational barriers and ensuring observations are completed.
• Escalate clinical or patient safety risks quickly and appropriately.
• Plan and run key operational meetings and PLT sessions, ensuring actions are completed and improvements implemented.
• Support audit, compliance, and inspection preparation to maintain high standards across sites.
• Drive continuous improvement across both locations, identifying gaps and implementing solutions rapidly.
• Collaborate with other managers to create consistent standards and shared best practice across all sites.

You’ll thrive here if you:

• Take pride in spotting problems early, solving them quickly, and keeping operations running smoothly.
• Get excited about improving processes, introducing new ideas, and making things better week after week.
• Are a natural people leader who can lift team morale, set clear expectations, and bring out the best in everyone.
• Love being at the heart of a fast‑paced environment where every day feels different.
• Get real satisfaction from creating warm, welcoming spaces for patients and supportive environments for colleagues.
• Enjoy being hands‑on, visible on the floor, sleeves rolled up and leading by example.
• Can stay calm and positive even when the waiting room gets busy or plans change unexpectedly.
• Care about safety and quality, and aren’t afraid to take ownership of Health & Safety and site standards.
• Love working closely with clinical teams and helping remove barriers so they can focus on patient care.
• Communicate confidently, build strong relationships, and know how to bring teams together across sites.
• Want a role where your impact is immediate, visible, and genuinely improves patient experience every single day.

More Information:

Please view the full job spec for this role here