Hub Manager

Hub Manager Milton Keynes

Location: Milton Keynes
Hours: Full-time
Salary: 35000 - 40000 per annum FTE (40) DoE
Organisation: OneMedical Group

Are you an experienced operational manager who thrives in a fast-paced environment and is passionate about delivering excellent services for patients

At OneMedical Group we are looking for an experienced and motivated Hub Manager to lead the day-to-day operation and performance of our Hub in Milton Keynes. The Hub will support our three sites based in Milton Keynes: Whitehouse Surgery Brooklands Health Centre and Neath Hill Health Centre.

This is an exciting opportunity for someone who combines strong people leadership with a data-driven approach to performance and service improvement. You will take ownership of a busy centralised Hub providing telephone triage and care-navigation support across our GP practices ensuring patients receive a responsive professional and consistently high-quality service.

As Hub Manager you will lead and develop the Hub team oversee staffing and operational performance monitor key service measures and work closely with Business Managers clinical teams and IT/support colleagues to continually improve the service.

Youll be joining at an exciting time with the opportunity to shape how the Hub operates strengthen processes and help us make the best use of people data and technology to improve patient access.

Why OneMedical Group

For over 20 years OneMedical Group has been redefining how healthcare is delivered in the UK. As a leading independent family-run healthcare organisation we provide NHS services at scale and design build and manage the spaces where care happens bringing everything together under one roof.

We believe the best places to work are created by people who genuinely love what they do and celebrate each others success. Our culture combines national ambition with genuine family heart with a workplace rooted in trust empowerment and collaboration.

Above all we are united by a shared purpose: creating spaces and delivering services that make a lasting positive difference to the health and wellbeing of the communities we serve.

Your Role & Responsibilities

As Hub Manager you will have overall responsibility for the effective day-to-day management of the Milton Keynes Hub ensuring it is appropriately staffed efficiently managed and able to respond effectively to patient demand.

Your day-to-day will include:

• Operational Leadership: Taking ownership of the day-to-day running of the Hub managing staffing rotas demand peak periods and service disruption.
• Performance & KPIs: Monitoring call answer rates abandonment rates speed of answer waiting times time to triage productivity downtime and other key performance measures using data to identify trends and drive improvement.
• People Leadership: Providing effective line management setting clear objectives managing performance and attendance conducting one-to-ones and appraisals and creating a positive and supportive team culture.
• Training & Development: Ensuring colleagues receive effective induction training coaching and ongoing development to deliver a high-quality care-navigation service.
• Patient Experience: Ensuring the Hub provides a professional courteous and patient-centred service using feedback and complaints to identify opportunities for improvement.
• Systems & Technology: Working closely with IT and external providers to resolve telephony and system issues supporting service resilience and overseeing the effective use of technology including the Anima AI receptionist.
• Quality & Governance: Supporting strong governance confidentiality GDPR safeguarding business continuity and CQC readiness.
• Service Improvement: Using performance data patient feedback and colleague insight to improve efficiency patient access and call handling while supporting the continued development and expansion of the Hub.

What We Are Looking For

Were looking for an experienced and confident manager who is comfortable balancing people performance and operational delivery in a busy environment.

Youll ideally bring:

• Experience managing a busy administrative contact centre reception or healthcare team.
• Strong line-management and people-leadership experience.
• Experience managing rotas staffing levels attendance and performance.
• Confidence monitoring KPIs analysing operational data and producing meaningful reports.
• Strong organisational communication and problem-solving skills.
• The ability to remain calm and make effective decisions in a busy changing environment.
• A proactive solutions-focused approach with the confidence to challenge and improve performance.
• Good IT skills and confidence using operational systems and technology.
• A strong understanding of confidentiality GDPR and information governance.
• A genuine commitment to providing an excellent patient-focused service.

Experience within primary care the NHS or a contact-centre environment would be advantageous as would experience of cloud-based telephony systems service-improvement projects or a relevant management/leadership qualification.

Most importantly youll be someone who enjoys leading people improving services and making things work better for patients colleagues and the GP practices we support.

What We Offer

• Salary: 35000 - 40000 per annum FTE (40) DoE
• Annual Leave: 25 days plus Bank Holidays (pro-rata) to increase with the length of service plus an extra day of leave awarded for every year of service.
• NHS Pension
• Work-Life Balance: Supportive working environment alongside enhanced Maternity Paternity and Adoption Pay.
• Health & Benefits: 24/7 confidential mental health support via Health Assured EAP Eye Care vouchers Cycle to Work scheme and OMGs Refer a Friend cash bonus scheme.
• Development: Opportunities to develop your skills and career within a growing healthcare organisation.

Through our developing Elevate Academy we are creating clear and accessible pathways that support colleagues from induction and role-specific learning through to apprenticeships specialist expertise and leadership development.

Ready to Make a Difference

If youre an experienced manager looking for an opportunity where you can lead a team influence performance and play a key role in improving patient access across primary care wed love to hear from you.

OneMedical Group is an equal opportunity employer committed to diversity inclusion and creating a supportive environment for all.

If you require any adjustments during the recruitment process or simply want to learn more about joining our family please contact

Required Experience:

Manager