As Director of Practice Support and Membership, you will lead One Care’s support offer for member GP practices across BNSSG, helping ensure practices receive coordinated, high-quality and proactive support that delivers real value.

This is a strategic and operational leadership role at the heart of our organisation, bringing together expertise from across practice support, operations, digital and business intelligence to create a more joined-up and responsive offer for members.

You will shape how we work with practices, strengthen relationships, improve satisfaction and retention, and help develop sustainable, at-scale models of support that respond to the changing needs of general practice.

Key responsibilities

• Lead the development and implementation of One Care’s integrated Practice Support and Membership model, ensuring support is joined up, proactive and aligned to practice need.
• Develop approaches that tailor support to the differing priorities and circumstances of member practices, while ensuring services remain scalable and sustainable.
• Build a proactive relationship management approach that gives practices clear points of contact, coordinated support and easy access to wider One Care expertise.
• Lead a multidisciplinary team working across practice support, operations, business intelligence, digital and related functions to deliver a coordinated offer.
• Oversee the design and implementation of shared systems, processes and governance arrangements that support integrated working and high-quality delivery.
• Develop a consistent framework for monitoring practice engagement, support activity, outcomes and impact.
• Lead One Care’s approach to member engagement, ensuring relationships with practices are strategic, consistent and focused on value.
• Ensure practice feedback is systematically gathered, understood across the organisation and used to shape service design and future priorities.
• Develop a clear membership proposition so practices understand the value of their subscription and the benefits of working with One Care.
• Build trusted relationships with practice partners, practice managers, PCNs and wider stakeholders, positioning One Care as the organisation best placed to support practice sustainability and improvement.
• Provide strong, visible and values-based leadership to the team, supporting collaboration, service improvement and positive change.
• Contribute to the wider strategic direction of One Care as a member of the Executive Leadership Team.

Skills and experience

• Educated to degree level or equivalent through demonstrable senior leadership experience
• Demonstrable experience of leading multidisciplinary teams through organisational change
• Proven experience of developing and delivering operational services within general practice, primary care or a related NHS setting
• Demonstrable experience of working with senior practice leaders, PCNs and wider system stakeholders
• Proven experience of developing and implementing strategy, service redesign or new operating models
• Demonstrable experience of managing complex stakeholder relationships and balancing competing priorities
• Experience of leading change programmes which improve quality, consistency, efficiency or outcomes
• Demonstrable financial awareness and experience of contributing to budget setting, commercial development or service sustainability
• Strong strategic thinking skills, with the ability to translate long-term ambitions into practical delivery plans
• Excellent communication and influencing skills, with the ability to build credibility and trust with practices, colleagues and system partners
• Strong problem-solving and decision-making skills, with the ability to manage ambiguity and navigate complexity
• Ability to lead through change and bring together teams with different cultures, skills and ways of working
• Strong organisational and prioritisation skills, with the ability to oversee a broad portfolio of work
• Ability to balance the needs of member practices with wider organisational and system priorities
• Collaborative leadership style with a strong focus on outcomes, relationships and continuous improvement
• Ability to identify opportunities for innovation, commercial growth and new ways of working

Desirable

• Experience of working within a GP Federation, provider collaborative or membership organisation
• Experience of leading teams across multiple disciplines including operations, digital, business intelligence or practice support
• Experience of supporting at-scale delivery models or shared services across general practice
• Strong understanding of the challenges facing general practice and the wider NHS
• Interest in digital transformation, business intelligence and at-scale delivery models
• Experience of presenting to Boards, Committees or senior system groups
• Knowledge of membership models, customer relationship management or service design approaches

Benefits

• Generous and fair performance-based pay increment structure
• Enrolment onto a salary sacrifice private pension with Royal London, which includes employer contribution of 14.3% of your actual pay and flexibility on level of employee contributions with a minimum of 3%
• 27 days annual leave (plus bank holidays), up to a maximum of 30 days for long service
• Holiday trading scheme
• Enhanced family leave pay and paid time off for medical appointments, carer’s leave, fertility treatment, bereavement and emergencies
• Death in service benefit
• Employee assistance programme offering a range of mental health support including counselling
• Electric vehicle salary sacrifice scheme
• Social activities
• NHS discounts
• Cycle to work scheme