Head of Admin and Operations

Key

We
are looking for a resilient, highly organised and delivery-focused operational
leader who combines strong analytical and administrative skills with the
confidence to set high standards, manage competing priorities and maintain
control during periods of pressure.
You
will be comfortable moving between operational oversight and hands-on
problem-solving, using data to identify issues, making clear decisions and
ensuring actions are followed through to completion.

We
are looking for a resilient, highly organised and delivery-focused operational
leader who combines strong analytical and administrative skills with the
confidence to set high standards, manage competing priorities and maintain
control during periods of pressure.

You
will be comfortable moving between operational oversight and hands-on
problem-solving, using data to identify issues, making clear decisions and
ensuring actions are followed through to completion.

Essential criteria
- - Experience leading administrative operations and teams, ideally within healthcare, the NHS, mental health or another high-volume service.
- - A strong practical understanding of workflow management, service delivery, rota planning and capacity management.
- - Strong analytical skills, with the ability to interpret operational data, identify trends and translate findings into action.
- - Excellent administrative, organisational and problem-solving skills, with exceptional attention to detail.
- - Proven experience in workload allocation, performance management and process improvement.
- - Ability to manage multiple service pathways, competing priorities, backlogs and demanding deadlines.
- - Experience setting clear performance expectations and addressing underperformance.
- - Confidence using data, spreadsheets, KPIs and operational trackers to monitor performance and capacity.
- - Ability to work effectively under sustained pressure without losing control of priorities, detail or communication.
- - A clear, professional and compassionate communication style, including when handling sensitive or challenging situations.
- - Confidence using Microsoft 365, Outlook, Teams, SharePoint and administrative or booking systems.
- - A good understanding of confidentiality, information governance, safeguarding escalation and accurate record-keeping.
- - Lead with a firm, fair and consistent approach.
- - Set clear priorities, deadlines and performance expectations.
- - Hold colleagues accountable for agreed actions and standards.
- - Address underperformance or inconsistent working practices constructively and promptly.
- - Remain calm, organised and decisive under pressure.
- - Take ownership of operational problems and drive them through to resolution.
- - Use data and operational insight to identify bottlenecks, risks and capacity requirements.
- - Balance supporting and developing colleagues with maintaining high standards

Desirable criteria
- - Experience supporting both NHS and privately funded healthcare services.
- - Experience working with NHS Right to Choose, ADHD or autism pathways.
- - Experience within a CQC-regulated healthcare service.
- - Knowledge of e-RS, EPS, Cliniko or similar clinical and booking systems.
- - Experience overseeing private patient enquiries, bookings and payment administration.
- - Experience producing operational reports, KPIs and capacity-planning summaries.
- - Experience leading audits, staff training or operational improvement projects.

- Flexible working,