Joanne Cole

Operations and healthcare service professional with experience leading operational coordination, complaints resolution, workforce planning, systems implementation, and service improvement within NHS primary care and corporate environments. Skilled in managing complex stakeholder relationships, implementing operational processes, coordinating cross-functional projects, and improving patient and organisational outcomes within fast-paced settings. Recognised for strong problem-solving, communication, and operational leadership capabilities, with a proven ability to manage sensitive issues, support service delivery, and drive operational efficiency across healthcare and business environments.

Operations Manager / GP Practice Operations Lead at Billericay Medical Practice (2024-10 – Present)

Coordinate day-to-day operational delivery within a busy GP practice, supporting clinical teams, senior leadership, and patient services. Began role as GP Assistant – promoted internally.

• Led implementation, training, and operational rollout of a new triage system, including development of supporting workflows and procedural guidance
• Act as Practice Complaints Officer, managing complex patient complaints and sensitive issues through investigation, resolution meetings, and formal written responses
• Produce and manage GP and Nurse rotas to support workforce planning, operational continuity, and effective service delivery
• Draft, review, and maintain operational policies, procedures, and practice documentation to ensure compliance and consistency
• Manage Friends and Family Test processes, reporting, analysis, and patient feedback monitoring to support service improvement initiatives
• Oversee practice communications including website updates, patient information, and surgery display communications
• Coordinate 2WW reporting, patient questionnaires, and clinical data processes to support referrals and QOF targets
• Support implementation and optimisation of digital systems including SharePoint, AccuRx, and triage platforms
• Organised and coordinated COVID-19 vaccination clinics and patient communications within a high-volume healthcare setting
• Managed operational withdrawal of ADHD services, liaising with patients, providers, and the ICB to support continuity and resolve complex handover arrangements
• Coordinate DMARD and Shared Care Agreement processes and associated operational documentation
• Act as Practice Carers Champion and support safeguarding processes for vulnerable patients
• Liaise with multidisciplinary teams, external healthcare providers, and stakeholders to support effective operational delivery and patient outcomes

Operations Manager at Amano Build Clean Ltd (2024-05 – 2024-09)

Managed operational delivery across multiple construction sites within a fast-paced environment. Temporary Contract.

• Coordinated staffing schedules, logistics, and site operations to ensure smooth day-to-day service delivery
• Oversaw invoicing processes, payment schedules, and operational financial administration
• Maintained compliance, operational, and site documentation to support regulatory and business requirements
• Supported company leadership with operational coordination, HR processes, and business administration
• Improved workflow organisation and operational efficiency across daily activities

Sales Administrator / Personal Assistant at Digicorp UK Ltd (2023-08 – 2024-02)

Provided operational and executive support to Directors and sales leadership teams.

• Managed complex diaries, scheduling, inbox management, and meeting coordination across multiple stakeholders
• Drafted professional correspondence, presentations, reports, and contractual documentation
• Coordinated lease and service agreements through to completion using DocuSign
• Liaised with finance providers, recruitment agencies, and external partners to support operational delivery
• Supported recruitment coordination, onboarding, contracts, and HR administration processes
• Maintained CRM systems, operational records, and customer documentation with strong accuracy and attention to detail
• Handled client and customer enquiries across telephone, email, and digital communication channels

Sales Support Manager / Sales Support Executive at Future Generation Solutions (2022-03 – 2023-08)

Managed operational sales support functions for Account Directors within a high-volume commercial environment.

• Coordinated supplier relationships, customer orders, contracts, invoicing, and international delivery logistics
• Managed and mentored Sales Support Executives, supporting workflow management and departmental coordination
• Led weekly team meetings and supported operational planning and prioritisation
• Oversaw bids, deal registrations, contract administration, and internal operational documentation
• Collaborated cross-functionally to improve operational efficiency and customer experience
• Managed multiple competing priorities, inboxes, and stakeholder requests within strict deadlines
• Built and maintained strong relationships with clients, suppliers, and internal stakeholders

Administrative & Operational Support at specialconditioning.com / sixfromeight.com (2007-03 – 2022-03)

Provided operational, administrative, and client support within a fast-paced business environment.

• Managed diaries, correspondence, scheduling, and confidential communications
• Supported marketing, business development, and organisational coordination activities
• Proofread business documentation, contracts, and communications with strong attention to detail
• Maintained discretion and professionalism when handling sensitive information

Personal Assistant to Managing Director at MBHS (2003-01 – 2004-03)

Provided executive support to the Managing Director within a busy operational environment.

• Coordinated diaries, meetings, travel arrangements, and event planning
• Attended meetings and prepared accurate minutes, reports, and operational documentation
• Produced Health & Safety reports, presentations, and business communications
• Supported day-to-day operational coordination and office management

Level 2 Certificate in Counselling Skills in Counselling

GCSEs in English Language, English Literature, Mathematics, Science, Geography, French, Media Studies