Job summary
Reporting to the Practice Operations Manager, you will provide the day-to-day management and oversight of the Haddenham Patient Services team. You will be at the forefront of developing and managing your team's performance, ensuring that tasks are completed with precision and efficiency. Ensuring patient healthcare needs are met and we offer an outstanding healthcare experience to every patient. You will also actively promote innovation and embed new ways of working to enhance service quality and responsiveness to patient needs.

Main duties of the job

• Provide ongoing support and training to the Patient Services team, ensuring processes are understood and followed and that all team members are confident and effective in their work
• To facilitate patient access to the appropriate primary care service or healthcare professional
• Ensure effective communication between patients, practice staff (both clinical and nonclinical), as well as wider members of primary and secondary care, and associated healthcare agencies
• Monitor team efficiency, report any concerns
• Embed cross team working and support
• Be able to hold regular one-to-ones with your team, addressing simple issues and liaising with the Practice Operations Manager on more complex issues
• Ensure appointments are used in the most appropriate fashion.

About us
Mereside Medical is a flourishing group of three East Cambridgeshire practices in Ely, Haddenham and Soham, together serving c.45,000 patients. As a group, weve grown rapidly and now employ more than 170 people across the three practices. We are people-centered in our approach to work and believe that every contact that a patient has with our staff is as valuable as the next in the patient journey. We believe in clinical excellence, and that general practice is the cornerstone of well-being in our community. We are innovative and forward-looking, and we embrace technology to enable more effective, efficient, and connected ways of working to deliver ever better outcomes for our patients.

Our goal is to deliver on the ambitions laid out in the NHS 10 year Health Plan for England in a way that is locally relevant, valued by patients, and satisfying for our staff. In addition to our core general practice work we run a large clinical research trials unit and we work closely with the ICB to develop innovative ways to improve local service provision. We are the lead practice for one of the two local PCNs and are represented in both.

We are proud to be the host organisation for the NIHR Greater Cambridge & Suffolk Commercial Research Delivery Centre (Primary Care), one of only 14 in England. This prestigious designation recognises our commitment to accelerating commercial clinical research delivery for health and economic benefit across our region.

Job responsibilities
Based: Haddenham Surgery, with the ability to work across all three of our Mereside Practices (Staploe Medical Centre, Cathedral Medical Centre and Haddenham Surgery)

Basis: 32 hrs per week. Working days required (with need to be flexible to cover staff leave)

Monday8-16.30 (30 minute lunch)
Tuesday10-18.30 (30 minute lunch)
Wednesday off
Thursday8-16.30 (30 minute lunch)
Friday10-18.30 (30 minute lunch)

Salary:£13.70 per hour

Eligibility: You must be eligible to work in the UK and have a full UK Driving Licence

About Us
Mereside Medical is a flourishing group of three East Cambridgeshire practices in Ely, Haddenham and Soham, together serving c.45,000 patients. As a group, weve grown rapidly and now employ more than 170 people across the three practices. We are people-centered in our approach to work and believe that every contact that a patient has with our staff is as valuable as the next in the patient journey. We believe in clinical excellence, and that general practice is the cornerstone of well-being in our community. We are innovative and forward-looking, and we embrace technology to enable more effective, efficient, and connected ways of working to deliver ever better outcomes for our patients.

Our goal is to deliver on the ambitions laid out in the NHS 10 year Health Plan for England in a way that is locally relevant, valued by patients, and satisfying for our staff. In addition to our core general practice work we run a large clinical research trials unit and we work closely with the ICB to develop innovative ways to improve local service provision. We are the lead practice for one of the two local PCNs and are represented in both.

We are proud to be the host organisation for the NIHR Greater Cambridge & Suffolk Commercial Research Delivery Centre (Primary Care), one of only 14 in England. This prestigious designation recognises our commitment to accelerating commercial clinical research delivery for health and economic benefit across our region.

The Role
Reporting to the Practice Operations Manager, you will provide the day-to-day management and oversight of the Haddenham Patient Services team. You will be at the forefront of developing and managing your team's performance, ensuring that tasks are completed with precision and efficiency. Ensuring patient healthcare needs are met and we offer an outstanding healthcare experience to every patient. You will also actively promote innovation and embed new ways of working to enhance service quality and responsiveness to patient needs.

Your Responsibilities

• Provide ongoing support and training to the Patient Services team, ensuring processes are understood and followed and that all team members are confident and effective in their work
• To facilitate patient access to the appropriate primary care service or healthcare professional
• Ensure effective communication between patients, practice staff (both clinical and nonclinical), as well as wider members of primary and secondary care, and associated healthcare agencies
• Monitor team efficiency, report any concerns
• Embed cross team working and support
• Be able to hold regular one-to-ones with your team, addressing simple issues and liaising with the Practice Operations Manager on more complex issues
• Ensure appointments are used in the most appropriate fashion.

You should have or be:

• Excited to lead a team; keen to share your knowledge and understanding of the processes we use, and to proactively suggest simple and effective changes to streamline any unnecessarily complex processes
• Be able to lead the team effectively showing positive encouragement, support and taking ongoing training in your stride
• Service-minded, driven to help others and make the patient experience as straightforward as possible, while supporting your team in their learning, training and development
• Confident talking to patients from diverse backgrounds with diverse needs, with demonstrable experience of guiding patients through challenging conversations to a successful conclusion
• A diplomatic communicator and skilled listener, effective at representing the organisation professionally, and managing expectations of both colleagues and patient
• Knowledgeable about the compliance requirements of healthcare service delivery, the reasons behind them, and confident in ensuring these are upheld consistently
• Adaptable, responsive, and learning-minded in a fast-paced and rapidly changing environment
• Organised and methodical in your approach, ensuring that your own tasks and those of the team you lead are completed on time, correctly and thoroughly

It would be an advantage if you also:

• Have previous team management experience
• Have experience in using Microsoft products to run reports and interpret data.

This is not meant to be an exhaustive list of duties. The need for flexibility is required and the post holder is expected to carry out any other related duties that are within the employee's skills and abilities whenever reasonably instructed.

If you are interested in this role please send a CV and covering letter to:
cpicb.mereside-recruitment@nhs.net

Closing date: 16 October 2026 Please note we reserve the right to close this vacancy early.

Person Specification
Additional Criteria
Essential

• Excited to lead a team; keen to share your knowledge and understanding of the processes we use, and to proactively suggest simple and effective changes to streamline any unnecessarily complex processes
• Be able to lead the team effectively showing positive encouragement, support and taking ongoing training in your stride
• Service-minded, driven to help others and make the patient experience as straightforward as possible, while supporting your team in their learning, training and development
• Confident talking to patients from diverse backgrounds with diverse needs, with demonstrable experience of guiding patients through challenging conversations to a successful conclusion
• A diplomatic communicator and skilled listener, effective at representing the organisation professionally, and managing expectations of both colleagues and patient
• Knowledgeable about the compliance requirements of healthcare service delivery, the reasons behind them, and confident in ensuring these are upheld consistently
• Adaptable, responsive, and learning-minded in a fast-paced and rapidly changing environment
• Organised and methodical in your approach, ensuring that your own tasks and those of the team you lead are completed on time, correctly and thoroughly

Desirable

• Have previous team management experience
• Have experience in using Microsoft products to run reports and interpret data.

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.

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.