Director of Practice and Membership

Director of Practice Support and Membership

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.

• 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.

• 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…